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BCI Standards for BPO Professionals

Standards of skills and professional competence, and those for systems and processes in organizations have become integral to the growth of industries. Standards prescribe excellence benchmarks and establish formal mechanisms for people and organizations to think, operate, decide and deliver. BCI has scripted the world’s first and the most comprehensive sets of standards, frameworks and models for managing enterprise-level excellence and human-skills development processes in the business process outsourcing space.

Standards for BPO Professionals

The Human Competence Master Standards (HCMS) – the skills-framework for BPO professionals, today enunciates professional standards across 21 competence attributes and professional pre-requisites (HCMS21 Release 3.5 under current circulation) and covers all six levels of BPO operatives and functionaries – from business & functional leaders and managers to team leaders, senior associates and fresh, young service associates and agents. BCI defines Human Competence of professionals as the sum total of their ability to “deliver” on their jobs. The BCI Competence Model enunciates three defining pillars of Competence – Knowledge –which provides a strong conceptual and theoretical framework to professionals for actioning & decisioning; Skills – that help professionals “do” tasks associated with their jobs; and Perspective – which provides professionals a set of relevant job contexts and an understanding of the constraints and environments related to the job.

HCMS21 standards on professional skills have been coded on the principle that professionals across varying organizational levels in the outsourcing industry require distinctly calibrated sets of observable and measurable knowledge, abilities, skills and behaviors that they must apply to perform effectively and to achieve results and outputs aligned with the goals of their teams, departments and eventually, their organization. The HCMS21 framework has been coined considering the three fundamental variants of “competence” – Core – required by all positions in an organization in order to be able to successfully perform duties required to meet the organization’s mission, vision, values and strategic plan. Common – Required by a specific organizational unit or type of position in addition to core competencies in order to successfully perform the duties required and they usually also include technical competencies; Position – a competency specific to a particular position or a core or common competency for a particular position that is required at a higher level of proficiency. Position competencies – and HCMS21 defines them across SIX levels - also include technical competencies, which refer to specific occupational skills gained from education or training or which are based on a particular area of expertise.

To know more about BCI standards and how they impact a BPO’s competitiveness and overall business, please write at:

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