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CBTS® Assessment Structure & Plan

As prescribed under HCMS21, Release 3.5, 2012.

Components of CBTS‌® Assessment Policy for first-time BCI Registrants

Assessment Category Final Assessment Component Maximum Marks
A1 CBTS‌® Online Assessment 300
S1 Situation Response Test/Assignment 200
R1 Referee Feedback Reports 200

Important Note:

  1. To complete their eligibility for CBTS‌® Award consideration by BCI, all CBTS‌® registrants have to furnish Referee Reports.
  2. Referee Reports are feedbacks from the Registrant’s senior/supervisor/managers on areas like Registrant’s work performance, professional competence and ethics.
  3. Referee Reports are to be filled-in online on the BCI Assessment portal by Registrant’s superiors as mentioned above. The registrant shall be given a portal link which (s)he has to share with her/his referees. The referees will then go online on this link and fill-in the Report and submit.
  4. All CBTS‌® registrants have to write a report on an Assignment topic given by BCI or analyze a set of 6-8 Case situations. This is a mandatory requirement for all registrants and there cannot be an exception to this.
  5. A typical Assignment Report would have a word-count of 7000 and carry 200 marks.
  6. Each of the 6-8 Case Situations will have to be responded within 200 words.

CBTS‌® Domain Knowledge Examination Weights

S. No. Areas of Professional Knowledge to be Assessed Proportional Weightage in Exam (in %)
1 Understanding of the BPO Work-place & Environment 10
2 Understanding Team Leadership 10
3 The Profile of a Typical BPO Team Leader 10
4 Principles & Techniques of Team Leadership in BPO Organizations 30
5 Principles & Techniques of Productivity & Quality 30
6 Contribution to Organization Growth 10

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