BCI offers three variants in the BSDQ™ series – the BSDQ-09™; the BSDQ-14™ and the BSDQ-22™ and all of them help in driving down your operational costs; improve delivery efficiencies; add to client confidence and most importantly, make your enterprise globally competitive.
If your enterprise is a specialized service provider or a small BPO – in any domain – with a capacity of 100 or less seats/workstations, and you offer small volume, value added services to a limited number of clients or you are offering standard services to a single client in a particular geography, then BSDQ-09™ is a good starting point. BSDQ-09™ is actually cut-out for your kind of organizations because the BCI-SDM™ Standards Framework compliance can be accomplished faster, with fewer redundancies and disruptions to operations. In effect, nine strategically identified Service Delivery Quality drivers (SDQ drivers) are installed and activated during the implementation of the BCI-SDM™ Standards Framework along the journey of attaining the BSDQ-09™ certification. All pre-certification audit, analysis and alignment activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network , or Authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.
If your organization operates anywhere between 100 to 250 seats, BSDQ-14™ is a good idea. Mid-sized service organizations of your kind - with relatively smaller service-market configurations - face unique Quality Management challenges in their service deliveries. Often, they can neither justify sinking investments in elaborate and expensive Service Management systems nor deploy large service quality teams with more expensive Service Management professionals thanks to their limited organic size and geographic footprints. In BSDQ-14™ Certified BPO companies, fourteen strategically identified Service Delivery Quality drivers (SDQ drivers) as enunciated in BSDQ™ Release 6.1 are installed and internalized to create an ecosystem for service delivery excellence. All BSDQ-14™ pre-certification activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network or by the authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.
If your enterprise facility operates 300 seats or more, and has multiple facilities of this size, BSDQ-22™ is a good idea. BSDQ-22™ is by far, the most complex and advanced Service Delivery Quality Standard for your type of organization available anywhere yet in the world. Based on the BSDQ™ Standards credentialed by the BCI Enterprise Certification Board (BECB), BSDQ-22™ is awarded to organizations that have successfully implemented all 22 of the Service Delivery Quality drivers (SDQ drivers) enunciated in BSDQ™ Release 6.1, and are proven compliant during the BSDQ™ Final Audit. All BSDQ-22™ pre-certification activities in a country or a geographical zone are handled by the Service Standards Audit Group (SSAG) of CredForce worldwide network or by the authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area.
State of the art architecture of the BSDQ™ Series allows for it to cover Contact Centers (Captive, Third Party, Outbound, Inbound); Knowledge Process Service Units; HR Process Service Units; Research Process Service Units; Help Desks and Technical Support Service Units; Transaction process Service Units; Financial Process Service units and Medical Transcription Service Units etc.
BSDQ-22™: relevant for large, diversified multinational organizations;
BSDQ-14™ and BSDQ-09™: designed for mid-sized & small, focused set-ups offering unique and differentiated services to internal or external clients.
BSDQ-09™ is a specialized service delivery credentialing program for smaller, more specialized BPOs offering small volume value added services to a limited number of clients or for those offering standard services to a single client in a particular geography.'Learn More
The smaller clique of business processing units, who are an integral part of the Impact Sourcing Worldwide Movement, is the group for which BSDQ-09-IS™ has been designed.Learn More
Mid-sized BPO service organizations with relatively smaller service-market configurations face unique Quality Management challenges in their service deliveries opt for BSDQ-14™.Learn More
BSDQ-22™ is by far, the most complex and advanced Service Delivery Quality Standard for a BPO Organization available anywhere in the world.Learn More
BSDQ™ delivers significant impacts to both – business and operations sides of a BPO organization. If the BSDQ™ credential enhances the marketing might of a certified BPO organization and adds to its business attractiveness for generating more business and multiplying clients; the very process of attaining the BSDQ™ certification prepares and tones-up the organization for significantly improved service delivery performance. Service delivery excellence has a direct impact on a BPO’s growth; its productivity; its workforce performance levels and on its all-round capabilities to deliver more value to clients.
Listed below are the various ways through which a BSDQ™ credential impacts an organizations's health:
BSDQ™ is a must-credential for your organization if you offer consumer, business or utility services. BSDQ™ is cut out for large customer service operations, technical support and service facilities including contact centers; telemarketing outfits, customer support centers and backoffice support providers among others. The key advantages are:
Assurance that your organization is functioning on global standards because BSDQ™ certification is awarded after stringent audits on BSDQ™ Release 6.1 compliance.
Assures current clients about the company’s tested capabilities of handling large business volumes and inspires them to increase business volumes. A BSDQ™ certified service organization, therefore, can expect to retain current clients better and demand a price premium as well as bigger business volumes from its current clients.
A BSDQ™ Certification assures prospective clients that the BSDQ™ compliant organization is working on global standards. This helps in market development, penetration and new-business generation.
BSDQ™ Certified companies show higher probability of functioning at optimal efficiencies because of well-toned processes and systems that prevent wastages, under-performance, and SLA-breach penalties.
BCI research amply proves that employee productivity and performances improve remarkably if workflows and systems are calibrated to global standards as this leads to increased accountability and more streamlined guidance. BSDQ™ helps achieve all of that and much more.
BSDQ™ compliant organizations function on the world’s most rigorous information security and privacy protection standards including GDPR.
All BSDQ™ pre-certification activities in a country or a geographical zone are handled by BCI's Service Standards Audit Group (SSAG) or Authorized BSDQ™ Implementation and Audit Partner (BIAP) in that area. The basic steps are:
Organization-wide baseline study - BSDQ™ Status Audit (BSA) to compile the current state of practices, systems, and processes etc. in accordance to BSDQ™ Guidelines.
Gap analysis by BAP and Gap Report submission to the SO for improvement action and implementation (including the BSDQ™ Gap Modulus – the measure of deviation from BSDQ™).
Systems restructuring etc. to bring them in line with BSDQ™ requirements.
BSDQ™ Final Audit for Compliance Check and Certification Decision.
The BCI Service Delivery Quality certification, BSDQ™, is awarded to enterprises showing compliance to the BCI-SDM™ Standards - Service Delivery Standards, Release 9.2, which promulgates Service Delivery excellence along 22 different “spheres” of service delivery quality.
During the audit process, BSDQ™ auditors evaluate how the “quality drivers” within a “sphere” are manifested in its PRACTICES; what has been to ensure that the “drivers” undergo change in their complexion to remain RELEVANT to the demands of the market and they are matched to the IMPACTS on value to clients and costs; how have these excellence drivers DIFFUSED vertically and horizontally across the organization; and finally, what has the organization done to ensure a continuous EVOLUTION of its processes so that they are in sync with the changes in technology and service quality expectations of end-customers.
The BSDQ™ series – or the BSDQ™ family – includes three variants – BSDQ-09™, BSDQ-14™ and BSDQ-22™ – applicable for BPO enterprises across service specialization and of all sizes and types. There is a special version for Impact Sourcing enterprises, that operate on slightly different operational paradigms and with different category of workforce.
To share your own experiences of implementing quality standards and how have you handled the challenges of change in your organization, please write to us at email@example.com. Your contribution may be published in one of BCI’s newsletters and it might just win you an international appreciation and a BCI professional certification Voucher! Also, there’s a good chance that if your contribution is judged as outstanding, your organization may win a privilege voucher for BSDQ™ certification!