BPO Functional Leader Certifications

Among the many firsts clocked by BCI, the launch of Leader-level Certifications for senior Business Process Outsourcing executives remains the most path-breaking contribution to the global BPO Industry primarily because for the first time, a set of exacting professional standards were introduced that focused on functional leadership demands in the BPO Industry. In fact, few other industries can boast of their own Functional Leader Certifications.

The last amended 2006 Charter of BPO Professional Certification Council (BPCC) approved the BCI Human Competence Master Standards (HCMS21 Release 2.5) and attendant certifications for six different levels of professionals and three of these relate to managers and leaders typically present in BPO Service Provider Organizations internationally - Business Leaders, Functional Leaders, and Functional Managers.

The BPCC Charter accords the designation “Leader” to individuals after they qualify the norms laid down in the latest HCMS21 Release 3.1 Standards. The Leader-level BCI Certifications are approved for being awarded to individuals who have been working as department or functional heads in Operations, HR, People Development, or Quality in BPO Service Provider Organizations and who qualify the assessment criteria prescribed by the Human Competence Examination Board.

The BCI Leader-Level Certifications are BPO domain-independent and are available for professionals occupying senior leadership positions of three different functions – BPO Operations/ Service Delivery; People Management; and Quality Management. These Certifications are CBOL® (Certified BPO Operations Leader), CBPL® (Certified BPO People Leader) and CBQL® (Certified BPO Quality Leader).

The Matrix to Preview BCI Leader-level Certification Programs

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Certification

Functional Focus

Candidacy Requirements

Certification/ Designation Validity/ Life

Certification Training Requirements

Pre- Certification Assessments

CBOL®(Certified BPO Operations Leader)

Operations Management/ Service Delivery Management

A Bachelor’s Degree in any discipline and total industry experience of minimum twelve years, of which at least five years are in senior/ top-managerial positions in BPO organizations.

Alternatively, an applicant with a BCI CBOM® (Certified Business Operations Manager), CCOM from CIAC, or any other equivalent credential, with a post-CBOM®/ CCOM experience of at least THREE years as an Operations Manager in a BPO organization/ Contact Center.

Ten years from the date of award of the BCI Certificate.

Though not compulsory, BCI advises all CBOL® applicants to undergo the 16 hr CBOL® Expert Certification Class. In addition to giving a complete understanding on the CBOL® evaluation process, the two days of the CBOL® Master Class work as useful refresher workshops on Leadership Development and contemporary BPO Industry Practices. Some BCI-authorized Certification Training Providers (CTPs) conduct the CBOL® Master Classes in major locations worldwide.

INCLUDES:

• Operations Leadership Experience Report.

• Leadership Skills Test.

• BPO Industry Vision Paper.

• Career Achievements Report.

Each CBOL® registrant is required to make a formal “defense” of the reports/ papers etc., submitted in the APP. The “defense” is in the form of an interview conducted by a specially appointed BCI expert. This interview can be telephonic, through video-conference or even personal. Marks are finally awarded only after the conclusion of the “APP defense” process.

CBPL® (Certified BPO People Leader)

People Management; HRM; Organization Development

A Bachelor’s Degree in any discipline and total industry experience of minimum twelve years, of which at least five years in managing top/ strategic-level HR/ People Development function. OR an applicant with a BCI CBPM® (Certified BPO People Manager) or a Master’s in HRM/ HRD/ Psychology/ Business with major in HRM or or internationally accepted certifications like SPHR and at least THREE years of post-CBPM® or 10 years of post-MBA work experience, of which, minimum Three Years should be in the People function of a BPO/ Contact Center.

Ten years from the date of award of the BCI Certificate.

Though not compulsory, BCI advises all CBPL® applicants to undergo the 16 hr CBPL® Expert Certification Class. In addition to giving a complete understanding on the CBPL® evaluation process, the two days of the CBPL® Master Class work as useful refresher workshops on Leadership Development and contemporary BPO Industry Practices. Some BCI-authorized Certification Training Providers (CTPs) conduct the CBPL® Master Classes in major locations worldwide.

INCLUDES:

• People Leadership Experience Report.

• Leadership Skills Test.

• BPO Industry Vision Paper.

• Career Achievements Report.

Each CBPL® registrant is required to make a formal “defense” of the reports/ papers etc., submitted in the APP. The “defense” is in the form of an interview conducted by a specially appointed BCI expert. This interview can be telephonic, through video-conference or even personal. Marks are finally awarded only after the conclusion of the “APP defense” process.

CBQL®(Certified BPO Quality Leader)

Quality Management in BPO Service Provider Industry

A Bachelor’s Degree in any discipline and total industry experience of minimum twelve years, of which at least five years are in top/ strategic-level Quality Management function. OR an applicant with a BCI CBQM® (Certified BPO Quality Manager) or an industry-accepted credential (such as Six Sigma) with at least THREE years of post-CBQM® work experience, of which, minimum ONE year is in the Quality Control/ Quality Assurance function in a BPO/ Contact Center.

Ten years from the date of award of the BCI Certificate.

Though not compulsory, BCI advises all CBQL® applicants to undergo the 16 hr CBQL® Expert Certification Class. In addition to giving a complete understanding on the CBOL® evaluation process, the two days of the CBQL® Master Class work as useful refresher workshops on Leadership Development and contemporary BPO Industry Practices. Some BCI-authorized Certification Training Providers (CTPs) conduct the CBQL® Master Classes in major locations worldwide.

INCLUDES:

• Quality Leadership Experience Report.

• Leadership Skills Test.

• BPO Industry Vision Paper.

• Career Achievements Report.

Each CBQL® registrant is required to make a formal “defense” of the reports/ papers etc., submitted in the APP. The “defense” is in the form of an interview conducted by a specially appointed BCI expert. This interview can be telephonic, through video-conference or even personal. Marks are finally awarded only after the conclusion of the “APP defense” process.