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BCI Standards/about-bpo-certification-institute/standards

For the past more than a decade, BCI standards have guided and inspired governments, corporations, institutions and leaders in building worldclass business capability structures and workforce for superior management of the entire range of strategic, operational and customer-directed processes in business and non-business organizations.

The career success of thousands of BCI-certified professionals around the world today spells the power and impact of the BCI’s HCMS21™ (Human Competence Master Standards). They work with some of the largest global banks, hyperstore chains, insurers, internet companies, telecommunication, hotels, hospitals, IT Services firms and Accounting consultancy outfits. BCI-SDM™ Standards (Service Delivery Maturity Standards) and TMMS™ (Talent Management Master Standards, now being managed by the world leader Talent Management Institute, TMI) have helped hundreds of business and non-business organizations improved the quality of systems and management of internal talent, as well as customer-services and experience delivery.

For more insights on specific BCI standards, please read below:

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“The blockchain and IoT influenced Industry 4.0 is forcing organizations to completely revamp both, the models and the processes of their business. BCI standards, frameworks and credentials continue staying ahead-of-the-curve to keep our stakeholders primed and braced well for battling the challenges now, and those tucked around the bends of the future. That’s what we’ve nurtured BCI for: to make “Staying Ahead” in business easy for nations, organizations & professionals.”

Sanjeeva Shukla

Honorary Chair, BCI Board of Governance

Human Competence Master Standards (HCMS)

The HCMS21 standards for BPO professionals enunciates professional standards across 21 competence attributes and professional pre-requisites (and hence HCMS Release 9.14 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.

The advent of BCI HCMS21 heralded a new era in international BPO service provider industry as it was the world’s very first set of service-provider dedicated competence standards/ benchmarks for Agents who were working on even non-voice-based services like transaction processing and Finance and Accounting. The approval of HCMS21 as a credentialing base by the BPO Professional Certifications Council at the turn of the millennium, spurred HCMS to establish the world’s very first universal pre-certification assessment system under an independent examination body – the Human Competence Examination Board, popular as HCEB among BCI partners. Needless to say, HCMS has kept evolving at a pace as scorching as the pace at which the BPO industry has transformed over the years. In 2012, the BPO Professional Certification Council, was restructured and expanded into the BPO Professional Certifications Board (BPCB) and the HCEB was merged into the Board.

Starting off with 14 competence and professional capability parameters for only the Agent/ Associate level operatives in late nineties, the HCMS today enunciates professional standards across 21 competence attributes and professional pre-requisites (and hence HCMS21) and covers all six levels of BPO operatives and functionaries – from business & functional leaders and mangers to team leaders, senior associates and fresh, young service officers and agents.

Various versions of HCMS21 dictate the BCI list of Knowledge & Competence Pre-requisites (KCPs) for each certification. These KCPs in turn form the bedrock for all assessment and competence evaluation strategies, policies and programs of BCI for a particular certification.

To know more about how you or your organization can benefit from the HCMS, please write to us at hcms@bci.org.

HCMS21 Through The Years…

BCI standards today rule as the world’s foremost for professionals and organizations working in any of the verticals of the service industry, and not just BPM, or BPO or outsourcing. From starting out as the world’s most exhaustive standards for professional skills and enterprise-level competence dedicated to BPO industry; our standards have expanded to cover all process-based jobs – now predominantly including those sitting outside BPO companies.

BCI’s birth was an upshot of the birth of the Human Competence Master Standards (HCMS) a little more than a decade back. That was Release 1.0 of the Human Competence Master Standards (HCMS) for Agents and contact center executives. The advent of BCI HCMS heralded a new era in international BPO service provider industry as it was the world’s very first set of service-provider dedicated competence standards/ benchmarks for Agents who were working on even non-voice-based services like transaction processing and Finance and Accounting. The approval of HCMS as a credentialing base by the BPO Professional Certifications Council at the turn of the millennium, spurred HCMS to establish the world’s very first universal pre-certification assessment system under an independent examination body – the Human Competence Examination Board, popular as HCEB among BCI partners. Needless to say, HCMS has kept evolving at a pace as scorching as the pace at which the BPO industry has transformed over the years.

Starting off with 14 competence and professional capability parameters for only the Agent/ Associate level operatives in late nineties, the HCMS today enunciates professional standards across 21 competence attributes and professional pre-requisites (and hence HCMS21) and covers all six levels of BPO operatives and functionaries – from business & functional leaders and mangers to team leaders, senior associates and fresh, young service officers and agents.

Here’s a run-down on how the HCMS 1.0 has evolved into HCMS21 Release 9.14:

1999
HCMS14 - Release - 1.0 (codenamed BigLeap Standards in 1999)

For Senior Associates working on inbound voice-based customer service processes as well as on non-voice transaction and back-office processes.

2000
HCMS14 - Release 2.0

ADDED: for Senior Associates working on voice-based tele-sales/ marketing processes.

2001
HCMS14 - Release 2.1- HCMS14 - Release 2.3

ADDED: for Senior Associates working on non-voice finance & accounting and technical helpdesk processes; Team Leaders; Operations Manager.

2003
HCMS14 - Release 2.4

ADDED: for Training Manager, Quality Manager and People Manager; pan-domain applicability.

2005
HCMS14 - Release 2.5

ADDED: FOUR new standards added for Manager-Level Certifications

2006
HCMS14 - Release 2.6

ADDED: FOUR new standards added for fresher level; non-voice-based for technical support services; pan-domain applicability.

2007
HCMS14 - Release 2.6

HCMS14 - Release 2.7 (First Market Release Version)

ADDED: for Operations Leader; pan-domain applicability.

2007
HCMS18 - Release 2.8

ADDED: for Quality Leader and People Leader; pan-domain applicability

2007
HCMS18 - Release 2.9

ADDED: TWO new standards added for People Leader

2007
HCMS20 - Release 3.0

ADDED: for Business Leader; pan-domain applicability

2008
HCMS21 - Release 3.1

ADDED: ONE new standard added for Business Leader with a condition that these credentials will only be honorary and awarded upon invitation.

2009
HCMS21 - Release 3.2

MODIFIED: Assessment Structures for Team leader and Manager Level Certifications. Referee reports added as an assessment component.

2010
HCMS21 - Release 3.3

MODIFIED: Assessment Structures for Specialist Level certifications rationalized; referee reports added as an assessment component for upgrade-registrants; new skill-sets added to Manager-level certifications to make them relevant even for non-BPO professionals

2011
HCMS21 - Release 3.4

ADDED: ONE new standard provisionally added for BPO Master Trainers;

MODIFIED: Entry level certifications in Finance & Accounting (CFPA™) and Transaction Processing (CBPA™) underwent restructuring in core modules.

2012
HCMS21 - Release 3.5

MODIFIED:Transaction Processing (CBPA™) certification renamed CBSA™ - after BackOffice Services – replacing the Transaction Processing term. The Business Leader Certification was restructured and released for open offer. Standards-bits added in all levels for Impact Sourcing versions of certifications.

2013
HCMS21 - Release 3.6

All entry- and associate-level certification standards were expanded in scope to cover in-house process-based functions within companies

2014
HCMS21 - Release 3.7

MODIFIED: Assessment Structures for Specialist Level certifications rationalized; referee reports added as an assessment component for upgrade-registrants; new skill-sets added to Manager-level certifications to make them relevant even for non-BPO professionals

2015
HCMS21 - Release 4.0

Major modification and additions made in the Team Lead professional standards to expand the scope for other service businesses like banks, retail and hospitality CBQM certification standards were pulled out of circulation temporarily

2016
HCMS21 - Release 4.1

Major modification and additions made in the Ops Manager (CBOM™) professional standards to expand the scope for other service businesses like banks, telecom, retail and hospitality among others

2017
HCMS21 - Release 4.2

Modifications made to all certification standards bringing in the additional element of robo- and automation technologies

So that’s how the BCI Human Competence Master Standards evolved over the years. This latest version has 6 sets of professional/ human competence standards corresponding to one each for Business Leader, Functional Leaders, Managers, Team Leaders, Sr. Associates, and Fresh, entry level associates/ agents. Each of these sets has standards spelt across 21 role-critical knowledge- and competence- attributes and the HCEB has structured methodologies for pre-credentialing assessments for these levels.

To know more about how HCMS21 can help your organization transform workforce quality, please write at standards@bci.org or hcms@bci.org.

Service Delivery Maturity Standards (BCI-SDM™ Standards)

The Service Delivery Maturity Standards (BCI-SDM™ Standards Release 9.2 under current circulation) has given BPO companies a sharp set of tools to resize and polish their operations and improve business across the board and helps BPOs optimize processes and practices along well-proven lines more conveniently. Organizations that complete their compliance to the BCI-SDM™ Standards attain the coveted BSDQ™ certification. Additionally, the latest release also includes specific standards for BPO outfits engaged/ embedded in the Impact Sourcing movement/network worldwide.

Outsourcing managers worldwide are increasingly looking for vendors and BPO service providers that display the capabilities of handling large volumes of business-critical processes in ever narrowing industry verticals at lowering marginal costs. This marks a giant twist to the whole game of outsourcing. For a BPO Vendor, this means a paradigm shift in no uncertain terms, if it wants to retain current clients and add new ones. Hence, the need is to prove capabilities to deliver across verticals all the while retaining the same levels of functional delivery standards on ever lowering costs. The BCI-SDM™ Standards helps BPOs accomplish exactly that. It spells standards for BPOs across all service-critical attributes and makes it easier for them to optimize processes and practices along well-proven lines.

Though very young, the BCI-SDM™ Standards has gone under the scalpel six times in as many years already and emerged a fitter, leaner body of service delivery standards – BCI-SDM™ Standards – Release 9.2.

You can read more on Service Delivery Maturity Standards (BCI-SDM™ Standards) here.


To know more about how you or your organization can benefit from the BCI-SDM™ Standards, please write to us at sdms@bci.org.

Service Delivery Maturity Standards

Talent Management Master Standards (TMMS)

From Talent Management Master Standards (TMMS) to Enterprise Talent Management System (ETMS™ Release 4.6 in current circulation) BCI’s standards for the Talent Management function have traversed an elite, hard-worked journey. TMMS broke on the scene a decade back filling out the long-standing gap of BPO’s own, dedicated set of standards. But today, its latest version comes punched with the expertise of Talent Management Institute (TMI), the world leader in talent management standards and credentialing. All ETMS™ projects are now managed by TMI globally.

ETMS™ is wide-spectrum; addressing the needs of HR departments of all service businesses and organizations, in addition to being ideal for business-services and BPM companies across scale and size. ETMS™ also suits the requirements of companies that are a part of the Impact Sourcing movement worldwide initiated by the Rockefeller Foundation. The ETMS™ addresses 10 critical strategic, process, and environment dimensions and prescribes standards across more than 150 parameters that impact metrics of Talent Management effectiveness.

According to a 2018 BCI -IRSG report on talent management practices, the global industry lost more than $14.0 billion USD because of causes linked to employees – attrition, underperformance, information thefts and ill-designed compensation programs. The report reinforced longstanding industry-view that extreme talent-dependence of the services industries makes them intrinsically unique and different from others and hence, adaptations, imports and customizations of management systems and practices from other industries perhaps delivers only incremental and short-term results. Easily, the ETMS™ fills out the long-standing gap of the service industry’s own, dedicated set of standards.

In fact, in 2008, the year in which the BPO Enterprise Certification Council (BECC) approved the TMMS (Talent Management Master Standards) - and the attendant BTMQ™ series of certification – for the first time, the employee-attrition problem exploded out of India and attacked the BPO industries of other Asian countries. Needless to say, this challenge egged BCI to further strengthen the TMMS standards and include parameters related to micro-work environment as well, in the standards.

The Release 4.6 signifies verily the first global effort to configure even more solidly, the Talent Management practices in service businesses around the unique talent- socio-cultural and psychographic profiles of employees working in process-based environments. In most ways, the Release 4.6 is a forceful BCI argument for hinging organization practices around more “human”, “glocal” realities rather than on the more universalist, - what in BCI, is often termed as the “Hu-machine” format – a theory that erroneously believes that a human can be converted into a sustainably “precision delivery”, “zero defect” output “machine” using processes alone.

Planets First Standards on Talent Management for BPO Enterprises.

...and the last word on HR Management Excellence.