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We design, prescribe, promulgate and promote the “best” in the global BPO and KPO Industry. We advise governments, supra-national industry bodies and BPO corporations on standards of professional competence and enterprise excellence. We are the world’s foremost body on micro-research on human competence, talent management, and service delivery dynamics in the BPO Industry.
Indeed, we offer the most thoroughly-bred certification programs for BPO Professionals cutting across BPO/ KPO domains that so obviously reach far beyond Contact Centers and cut into the most advanced forms of Service Provider Industry segments including, for instance, the more cerebral domains of Marketing and Financial Analytics.
We also develop and implement excellence standards for the two most business-critical sub-systems of a BPO Service Provider company - service delivery and talent management. Our BSDQ® (BPO Service Delivery Quality) and BTMQ® (BPO Talent Management Quality) Enterprise level certifications are based on SDMS Release 1.2 (Service Delivery Master Standards Release 1.2) and TMMS Release 1.4 (Talent Management Master Standards Release 1.4) - the first standards of their kinds dedicated to the Service Provider/ Vendor side of the BPO Industry. |
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Jacalyn Smith
President & Vice Chairperson
BPO Certification Institute, Inc.
“There’s nothing more exciting and challenging than leading a phenomenon. At BCI, we are doing that every moment … trying to help BPO transcend to a status where all industries are securely hinged to it, making living more affordable and better… and people, happier than ever, across the planet.”
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Our Human Competence Certifications create, the world’s very first structured body fabric of industry-specific qualifications covering all six operative roles in a typical BPO/ KPO organization - Business Leader, Functional Leader, Middle Managers, Team Leaders, Specialists and Senior Agents/ Associates and Fresh Agents/ Associates. The various certifications are – CBBL®, CBOL®, CBPL®, CBQL®, CBOM®, CBPM®, CBTM®, CBQM®, CBTS®, CCIS®, CBPS®, CFPS®, CTSS®, CMAP®, CFAP®, CLPS®, CCIP®, CBPA®, CFPA® and CTSA®. BCI Certificants have to qualify the most stringent candidacy norms and assessments prescribed under the Human Competence Master Standards (HCMS21 Release 3.1) by the BPO Professional Certification Council (BPCC). These certification programs today are available in more than 300 locations across 30 countries.
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