The real impetus for the formation of the BCI Special Services Division in early 2008 came from a plethora of requests from Asian and North African BPO organizations wanting to implement Service Delivery standards to meet rising client demands for consistently high service Quality. BCI responded by forming the Service Standards Audit Group (SSAG) and created, what was perhaps the world’s first organized consulting initiative for BPO Service Provider organizations, who wanted to go up on the value chain and implement global operations standards as they expanded and diversified.

Today, the SSAG has advanced capabilities to advise multinational BPO companies and BPO industry bodies on a wide range of issues that determine service delivery quality excellence and optimized operations. SSAG deploys the SDMS (Service Delivery Master Standards) platform in helping BPOs evaluate their current service delivery standards and then graduate to the global SDMS level. Independent Audit partner organizations - authorized by BCI to work on the SDMS - play a key role in these interventions. SSAG is responsible for the award of the BSDQ® range of Certifications to organizations who have successfully implemented the SDMS Release 1.2 Standards.

The expertise of the Service Standards 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.

For more information on these services, please write to:
bsdq@bpocertifications.com or ssag@bpocertifications.com