BPO Specialist 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 and sharply defined levels of operatives/ roles typically present in Business Process Outsourcing (BPO) Service provider organizations internationally. These are: Business Leader, Functional Leader, Manager, Team Leader, Senior Associate/ Agent; and Fresh Associate/ Agents.

The BPCC Charter accords Senior Associates the designation “Specialists” after they qualify the norms and standards laid down in HCMS21 Release 3.1. The Specialist-level BCI Certifications are approved for being awarded to individuals who have been working as Agents or Associates in BPO Service Provider organizations and who qualify the assessment criteria of Human Competence Examination Board.

The BCI Specialist-Level Certifications are relevant for four dominant BPO Domains – Customer Service, Transaction Processing & Back Office, Finance & Accounting and Technical Support. These Certifications are CCIS® (Certified Customer Interaction Specialist), CFPS® (Certified Financial Process Specialist), CBPS® (Certified Business Process Specialist), and CTSS® (Certified Technical Support Specialist).

The Matrix to Preview BCI Certification Programs for BPO Specialists

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S.#	Certification	Domain Focus	Candidacy Requirements	Certification/ Designation Validity/ Life	Certification Training Requirements	Pre- Certification Assessments
1.	CCIS® (Certified Customer Interaction Specialist)	Customer-Service/ Telemarketing	Should have successfully completed at least Secondary School education (grade 12/ A Level/ O Level; or equivalent) and have an experience of minimum one year (six-months for BCI CCIP® Certified) in a Customer Care BPO/ Contact Center (as an Associate/ Agent).	Three years from the date of award of the BCI Certificate.	Mandatory; 16-24 hrs of Instructor-led CCIS® preparatory MasterClass spread over two days or more. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide; CCIP® Certified applicants are exempted from compulsory training requirement. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on Customer Service Domain Skills. These examinations and assessments are conducted in authorized BCI Assessments Centers (BACs) located in major cities across the world. • Referee/ Supervisor Reports. • CCIP® Certified applicants are exempted from the Online Examination.
2.	CBPS® (Certified Business Process Specialist)	Transaction Processing & Back-Office	Should have successfully completed at least Secondary School education (grade 12/ A Level/ O Level; or equivalent) and have an experience of minimum one year (six-months for BCI CBPA® Certified) in a Back-office BPO (as an Associate/ Agent).	Three years from the date of award of the BCI Certificate.	Mandatory; 16-24 hrs of Instructor-led CBPS® preparatory MasterClass spread over two days or more. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide; CBPA® Certified applicants are exempted from compulsory training requirement. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO Transaction Processing Domain Skills. These examinations and assessments are conducted in authorized BCI Assessments Centers (BACs) located in major cities across the world. • Referee/ Supervisor Reports. • CBPA® Certified applicants are exempted from the Online Examination.
3.	CFPS® (Certified Financial Process Specialist)	Finance and Accounting	Should have successfully completed at least Secondary School education (grade 12/ A Level/ O Level; or equivalent) and have an experience of minimum one year (six-months for BCI CFPA® Certified) in a Financial Services BPO (as an Associate/ Agent).	Three years from the date of award of the BCI Certificate.	Mandatory; 16-24 hrs of Instructor-led CFPS® preparatory MasterClass spread over two days or more. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide; CFPA® Certified applicants are exempted from compulsory training requirement. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on BPO F&A Domain Skills. These examinations and assessments are conducted in authorized BCI Assessments Centers (BACs) located in major cities across the world. • Referee/ Supervisor Reports. • CFPA® Certified applicants are exempted from the Online Examination.
4.	CTSS® (Certified Technical Support Specialist)	Technical Support and Help-Desk	Should have successfully completed at least Secondary School education (grade 12/ A Level/ O Level; or equivalent) and have an experience of minimum one year (six-months for BCI CTSA® Certified) in a Technical Support Center (as an Associate/ Agent).	Three years from the date of award of the BCI Certificate.	Mandatory; 16-24 hrs of Instructor-led CTSS® preparatory MasterClass spread over two days or more. BCI-authorized Certification Training Providers (CTPs) conduct such MasterClass in major locations worldwide; CTSA® Certified applicants are exempted from compulsory training requirement. Alternatively, prepare through online learning program offered by BCI authorized Online Certification Training Providers (CTPs).	INCLUDES: • Online BCI Certification Examination on Technical Support. Domain Skills. These examinations and assessments are conducted in authorized BCI Assessments Centers (BACs) located in major cities across the world. • Referee/ Supervisor Reports. • CTSA® Certified applicants are exempted from the Online Examination.