Please click here to reach the new BCI website!

CBTM‌® Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Training Managers as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBTM‌® Domain Knowledge
  1. Understanding of the Business Process Outsourcing (BPO) Industry
    • The phenomena, concept & types of Business Process Outsourcing
    • Structure & Offerings of the Global BPO Industry
    • Trends, Issues and challenges of the Global BPO Industry
  2. Training Management Function in BPO Organizations
    • Generic Definition & Concept of Training Management
    • Principles of Learning & Development
    • Importance of Training Management Excellence in BPO competitiveness
    • Commonly practiced Models of Training Management in BPO Organizations
    • Concept of Talent Transformation
    • Process Components of Talent Transformation in BPO Organizations
    • Issues & Challenges of Training Management
  3. The Profile of a BPO Training Manager
    • Roles of a BPO Training Manager
    • Typical Key Result Areas of a Training Manager
    • Roles of a BPO Talent Transformation Manager
    • Skills & Competencies of a BPO Training Manager
  4. Principles & Techniques of Training Management in BPO Organizations
    • Principles & Objectives of Training & Talent Transformation in BPO
    • Process Components and Methodology of Training Management in BPO
    • Planning, Design & Development of Training Programs
    • Managing Product and Process Training
    • Managing Leadership & Manager Development programs
    • Budgeting for Training & People Development
    • Managing Outsourced components of Training, Learning & Development
    • Managing Trainers & Training Resources
    • New-hire training & Induction
    • Managing Effectiveness of Training Programs
  5. Contribution to Other Functions and Organization Growth
    • Contributing to Talent Acquisition
    • Contribution to New Business Acquisition
    • Representing Organization in Events and Public Platforms
Please Note: JavaScript is not enabled in your web browser. In order to enjoy the full experience of the BPO Certification Institute's website, please turn JavaScript on. If JavaScript is disabled, some of the functionality on our website will not work.