For more than a decade, BCI has spearheaded the BPO industry’s most concrete research & development initiatives in aspects related to evaluation, expansion and credentialing of human competence of BPO professionals as well as those on service delivery & talent management capabilities of BPO organizations. In early 2006, the BCI Special Services Division was formed to facilitate sharing of knowledge with the BPO community internationally. The resultant is a vast body of knowledge and an exciting portfolio of high-impact services, available for a wide variety of BPO Industry stakeholders, including national governments, industry associations, BPO companies and supra-national organizations. 

Some of BCI’s most differentiated services today relate to Competence Architecture development; Systems and Capacity Audits and Credentialing; Industry Research, and of course, Standards Design & Development. These services are clustered into four Service Groups – Talent Systems Audit, Service Standards Audit, Government Advisory Services and Industry Research.

The Talent Systems Audit Group (TSAG) not only helps BPO organizations measure and rate the health and effectiveness of their talent management systems, processes and practices but also enables them assess the overall quality of human talents/ employees working with them. In many organizations, TSAG may actually help coin a set of new enterprise-wide Talent Management standards in line with the BCI TMMS (Talent Management Master Standards) Release 1.4. The TSAG and its external Audit Partners actively lead the implementation of the BCI TMMS - Release 1.4 standards. Post implementation, a BPO organization may achieve the prestigious BTMQ-07® or BTMQ-10® Certifications (BPO Talent Management Quality).

The expertise of the Service Systems Audit Group (SSAG) lies on the Service Delivery and Operations side of BPOs. This group helps BPO organizations evaluate the status of their service delivery systems and processes and then graduate to the BCI SDMS (the Service Delivery Master Standards) - Release 1.2 standards. After post-SDMS Implementation audits, a BPO organization may achieve the BSDQ-09® or BSDQ-14® or BSDQ-22® Certification (BPO Service Delivery Quality). Indeed, SSAG welcomes opportunities to develop organization-specific Service Delivery Standards, which draw from the SDMS Release 1.2 standards.

The Government Advisory Services Group (GASG) was created to work along with governments and government-sponsored bodies involved in promoting BPO industry in their nations. The key services offered by this group are in the areas of Human Competence Frameworks and Standards development; capacity building of professional talents and in the propagation and diffusion of global standards in service delivery. The GASG expertise is used by nations and their BPO industries to develop, customize and propagate qualification and competence frameworks for BPO professionals and also standards for service delivery to BPO clients. More and more nations demand these services as they are keen to enhance their competitive advantage and garner more shares in the intensely complex global BPO service-provider market. In the first quarter of 2009, the GASG and the Professional Certification Division of BCI have jointly commenced the global Mission Million! Initiative of creating a pool of 1 million fresh BPO talents who will be trained on global benchmarks and certified by BCI across all leading BPO nations. The GASG today is working along with provincial governments and BPO Bodies in almost 30 countries.

BCI’s Industry Research Group (IRG) thinks and innovates across a wide variety of excellence, competitiveness, optimization and evolution issues related to BPO industry. IRG’s latest research services portfolio is split along four knowledge platforms and addresses stakeholders and players across the BPO value chain. These are: competitive excellence of BPO companies at the regional, service-domain and global level; breeding of new, futuristic “strains” of Human Competence attributes for BPO professionals; evolution and morphosis of the global BPO eco-system; and system micro-studies for process optimization in BPO organizations.

Starting December, 2009, IRG plans to publish several Research Products including BCIAsian50 (50 Most Admired BPO Companies in Asia); BCIGlobal 50 (50 Most Admired BPO Companies Worldwide) and BCI World BPO Human Talent Report.