Over the years, the Certified BPO Operations Manager certification (CBOM™) has emerged among the most premier and powerful credentials for the Operations Management function in the business process and shared services industry. It is also an ideal qualification for operations professionals working in environments where skilled teams handle documentation, data, information, interact with customers and deliver other backoffice services through well-defined processes.
CBOM™ is designed for BPO companies and shared service providers organizations that desire their client-facing service delivery managers to constantly raise their bars for critical responsibilities like leading service-delivery teams; handling client accounts and linked profit-centers; managing service productivity & quality; developing a performance-based work culture in their organizations and contributing to new business acquisition and growth. Organizations value professionals who can work across multiple business domains and verticals; who have effective command on client-interfacing, and who have proven over the years that they are excellent material for functional leader roles in the future. CBOM™ is offered by organizations as an in-company program with assistance from CredForce in conduct of pre-certification training.
CBOM™ qualification holders across the world have been constantly proving their expertise in successfully managing operations involving team-based and technology-assisted delivery of services like customer care; teleselling; data handling; document processing; billing; order handling; ledger preparation; collections and technical support among so many other such services.
Though holders of the BCI CBMT™ or CBTS™ certification can register for CBOM™ as an upgrade applicant, the certification is primarily meant for BCI partner organizations.
This is a one-time fee valid only for CBTS™/ CCIS™/ CBSS™/ CTSS™/ CFPS™ certified professionals eligible for an upgrade. The fee covers the costs of certification exam; digital badging, credential kit, and all material shipping costs. This fee does not include special local taxes, duties, and levies etc., which may be applicable in the receiver’s/ consignee’s/ applicant’s country.
Contact us for special pricing for getting Operations Managers in your organizations certified!
CBOM™ is an unmatched global qualification for all professionals managing service-delivery teams and leading an entire service-horizontal for their client – especially in BPO companies and contact centers – and who desire to grow fast in their careers as Operations Managers. The following have been benefitting the most over the last several years from the CBOM™ qualification:
Individuals who desire to leap into the bigger league of employers but who are currently working as Operations Managers in small BPO companies or in team-based, process-oriented work environment in other types of organizations.
Individuals currently working in non-BPO environments as Operations Managers in departments like customer care, MIS, accounts processing, technical support, IT maintenance etc., but who now desire to join the middle management in large BPO organizations.
Professionals already working as Operations Managers and who now want an international qualification in Operations Management to further their career growth. BCI receives a high number of CBOM™ applications from African professionals working in telecom, banking, insurance, retail and IT services industries and who now wish to make a lateral entry into the BPO industry.
CBOM™ has emerged as the most preferred international qualification for professionals and executives handling or who are shortly going to handle Operations Management responsibilities in BPO companies and in other organizations having process-oriented work environment. The fact is that BPO organizations and also large companies and government organizations worldwide feel more confident working with CBOM™ certified professionals as they are in the elite international league of high-performers – well trained in their craft and work domain.
Being a CBOM™ means being an elite BCI alumnus – and a part of the illustrious BCI pool of worldclass BPO professionals. CBOM™ qualified professionals, therefore enjoy the international qualification advantages in their careers and become globally mobile resources with high salaries and perks. CBOM™ professionals manage to deliver more and better in their jobs in large organizations thanks to their wider and deeper perspective built through a proven exposure, experience and success in handling the most challenging roles related to various dimensions of operations management involving technology, process knowledge and high doses of managerial capabilities.
CBOM™ qualified professionals prove precious assets for their employers not only because they tend to raise the bar for performance, productivity and service quality, but also because, they infuse new professional energy in the workplace and help make the work-culture and environment global.
Most typically, CBOM™ qualified individuals deploy almost immediately on new processes and can immerse quickly in new horizontals and client verticals. They don’t gestate for long and begin turning in the expected work-performance in more complex processes, horizontals and verticals much quicker than their non-certified counterparts.
Employer organizations must ensure that applicants being sponsored for CBOM™ program have at least completed 14 years of formal education at the time of registration. In fact, in many Asian and African countries, applicants with a graduate/ Master’s degree have often proven to be better prepared for harnessing their CBOM™ qualification.
Employees holding an active BCI CBTS™ certification or any other Supervisory level credential can be registered for CBOM™ if they have an experience of at least 3 years as Team Leaders or Supervisors in a BPO organization or in work-places with process-driven service delivery system for at least 3 years.
Employees holding any of the four BCI specialist level certifications CFPS™/ CBSS™/ CTSS™ and CCIS™ or any other Supervisory level credential can be registered for CBOM™ if they have an experience of at least 5 years in process-performance in teams or they must have worked as senior agents or as senior associates in a BPO organization or in work-places with process-driven service delivery system for at least 5 years.
Employees holding any of the four BCI Associate/ entry level certifications CFPA™/ CBSA™/ CTSA™ and CCIP™ can be registered for CBOM™ if they have an experience of at least 7 years in process-performance in teams or they have worked as senior agents or as senior associates in a BPO organization or in work-places with process-driven service delivery system for at least 7 years.
Employees not holding any professional certification can be can be registered for CBOM™ by employer-organizations if they have an experience of at least 5 years in process-performance in leading teams or they have worked as Team Leads in a BPO organization or in work-places with process-driven service delivery system for at least 5 years.
The applicant must be 23 years of age at the time of applying for the CBOM™ certification. No such upper age limit for any BCI certification program.
Important: BCI is free to demand documentary proofs for the above from an applicant and reserves the rights to reject the candidacy of an applicant at any point of time during the application process in the event of false information being furnished by the applicant in his/her application form.
The BPO Professional Certifications Board (BPCB) mandates that individuals desirous of acquiring a BCI certifications require to qualify computer–based exams based on the BCI standards framework. All BCI Exams are computer–based tests timed between 120 - 150 minutes. Applicants registered in BCI certification program enjoy the convenience of scheduling and taking their certification exams online. Partner companies, organizations and universities establish their own BCI-approved exam centers connected to the BCI online examination system Credent. In many global locations, certification testing leader ExamStrong™ manages BCI exams offering registrants the facility to take their BCI exams even at home or in office.
(Soon also in: French, Spanish, Chinese & Arabic)
|Assessment Component||No. of Questions||Length of Test|
|CBOM™ Domain Knowledge Assessment||75||90 Minutes|
|Keyboarding Skills||-||15 Minutes|
|Computing & Internet-related Operations||25||20 Minutes|
|Language Structure, Vocabulary & Comprehension||60||40 Minutes|
|Verbal Language Skills||-||30 Minutes|
No training specifications have been made compulsory by the BCI as the eligibility criteria to appear in the CBOM™ certification examinations. In case the applicants are interested in some prior training, they can register themselves with the nearest authorized BCI Training provider for external training/Master Class on the payment of an additional fee to the training company. All locations may not have the necessary training facilities readily available at all times and the applicants are requested to communicate with BCI from time to time for detailed advice on the matter. CBOM™ registrants who prefer to take training are automatically directed to the nearest authorized BCI training provider.
CBOM™ registrants in many countries have the opportunity to study on their own for the examinations with the help of BCI partner provided online resources and printed reading material. Attempts are underway for the establishment of Self-Learning programs for global CBOM™ aspirants.
|A1||CBOM™ Domain Knowledge|
1. Understanding of the Business Process Outsourcing (BPO) Industry
The phenomena, concept & types of Business Process Outsourcing, Structure & Offerings of the Global BPO Industry, Trends, Issues and challenges of the Global BPO Industry
2. Operations Management Function in BPO Organizations
Generic Definition & Concept of Operations Management, Commonly practiced Models of BPO Operations Management, Generic Process Components of BPO Operations Management, Issues & Challenges in BPO Operations Management, Strategic Importance of Operations Management Excellence
3. The Profile of a BPO Operations Manager
Roles of an Operations Manager, Typical Key Result Areas of an Operations Manager, Skills & Competencies of an Operations Manager
4. Principles & Techniques of Service Delivery & Work Environment Management
Principles & Objectives of Service Delivery Management in BPO Organizations, Resource Budgeting and Costing, Knowledge Management for Operational Excellence in BPO Organizations, Workforce Optimization, Service Process development, Client-Process Migration, Service Delivery Management, Service Productivity Management, Service Quality Management, Work Environment Management
5. Principles & Techniques of Client-Account Management
Basics of Account Management, Characteristics & Elements of a BPO Client Account, Management of Service Level Agreements (SLAs), Managing Client Communication, Performance Reporting to Clients
6. Principles & Techniques of People Management
Team Recruitment, Team Induction and Deployment, Team Engagement, Talent Transformation, Performance Planning & Development, Performance Measurement, Analysis & Review, Building Empowered Teams, Managing Retention, Coaching & Mentoring
7. Contribution to Other Functions and Organization Growth
Industry Monitoring, Prospecting & Competition Watch, Contribution to New Business Acquisition, Representing Organization in Events and Public Platforms
As prescribed under HCMS21 Release 9.14, 2019.
|Assessment Category||Final Assessment Component||Maximum Marks|
|A1||CBOM™ Online Assessment||300|
|M1||Management Assignment Report/Dissertation||200|
|R1||Referee Feedback Reports||200|
The Referee (Senior/manager) needs to submit reports tracking down the performance of the registrant, only then will the applicant be considered for CBOM™ credential.
Referee Reports are feedbacks from the Registrant’s senior/supervisor/managers on areas like Registrant’s work performance, professional competence and ethics.
The referee reports need to be submitted online on the BCI Assessment portal. The applicant shares the portal link with the referee who further fills the report and submit for BCI Assessment.
It is compulsory for all the CBOM™ registrants to submit the assignment given by BCI.
BCI prescribes a particular format for the dissertation which needs to be followed by the applicant. Later, this assignment needs to be uploaded and submitted on the BCI Assessment Portal as instructed by the CTP or by BCI through email communication.
A typical Assignment Report/Dissertation would have a word-count of 7000 and carry 200 marks.
|Areas of Professional Knowledge to be Assessed||Proportional Weightage in Exam (in %)|
|Understanding of the Business Process Outsourcing (BPO) Industry||5|
|Operations Management Function in BPO Organizations||10|
|The Profile of a BPO Operations Manager||10|
|Principles & Techniques of Service Delivery & Work Environment Management||35|
|Principles & Techniques of Client-Account Management||20|
|Principles & Techniques of People Management||10|
|Contribution to Other Functions and Organization Growth||10|
Three years from the date of award is the exact validity of the CBOM™ certification. The validity of the certification exists for this time period because of the ever-changing and continuously evolving BPO industry, its extensive knowledge system, and skill standards requirements. This eventually transforms the core values of the positions and functions of an Operations Manager as well as the BCI standards. To keep in tandem with the advancements and transitions of the modern BPO industry, the CBOM™ certified individuals are required to either recertify or upgrade to the new level.
Your CBOM™ Certification valid for 3 years and to continue your qualification, you have to recertify. Recertification implies making your CBOM™ credential valid again before its validity expires in 3 years. Keeping your CBOM™ alive and active through recertification is easy. There will be frequent recertification reminder emails from BCI and from other BCI partners. You will simply have to click the links mentioned in these communications, or log into your BCI account and register for CBOM™ recertification. Remember, training is NOT mandatory for recertification and you have to only register and complete some documentary formalities. In case you have not been working for more than last three months at the time of applying for the recertification, you may be required to take the CBOM™ recertification examination. Please click on the links below to know more.
BCI permits unlimited number of recertification chances for CBOM™ and your CBOM™ qualification can expire only if it has not been “refreshed” once in three years. However, after two years of your CBOM™ award, you may well consider upgrading to the Operations Leader certification – the CBOL™- Certified BPO Operations Leader. You will receive frequent reminders from BCI and other BCI partners on this and there are exciting upgrade offers, which you can grab and get fee discounts.
You should apply for recertification at least 8 weeks prior to the date of expiry of your CBOM™ certification. This date is mentioned on your CBOM™ certification as well. In addition, you receive frequent reminders from BCI to this effect. Remember, if your CBOM™ recertification application is NOT received by BCI till two weeks before the expiry of your certification, your recertification request will be only processed as a fresh CBOM™ application and you will have to pay the applicable full CBOM™ fee.
Recertification for CBOM™ is a simple 3-step process:
After attaining your CBOM™ Certification, there must be a minimum of 24 months of the time period before one can upgrade to the leader level BCI qualification the CBOL™ - Certified BPO Operations Leader. The CBOL™ certification is making international trends which may just help you take a better decision. They are:
After the first recertification, a greater number of CBOM™ certified individuals in Asia upgrade to CBOL™ certification in preference over recertifying for the second time on account of CBOL™ benefitting such professionals more from the third year of their career as they get major roles and responsibilities to play in operations.
Many CBOM™ certified individuals prefer to do both: recertifying the CBOM™ to keep the qualification valid and relevant and also upgrading to CBOL™ for future preparation of major opportunities like positions of Operations Leader. For those applicants who wish to do both- attractive offers are sent by BCI partners through emails.
From time to time, there are frequent reminder emails from BCI and other BCI partners and one needs to simply click the mentioned links or log into the BCI account in order to register for CBOL™ upgrade.
Apply for the CBOL™ upgrade after 24 months from the date of CBOM™ credential award.
Upgrading from CBOM™ is a simple 3-step process:
The CBOM™ is digitally badged now and has become a global accreditation! This simply means that you can share your credential securely and digitally with both current and prospective colleagues and employers, and they can easily verify it.
A digitally-badged CBOM™ from adding credibility to your online professional presence can also be showcased on your LinkedIn profile, social media platforms and in your email signatures. It's your most genuine, secure and reliable token of competencies, promise and potential for performing your job roles with excellence.
The CBOM™ digital badge is a verifiable digital token of your CBOM™ qualification including a secure digital link to the CBOM™ cloud, where the authenticity of your CBOM™ credential can be validated quickly by those who you have allowed to.
An exciting credential case awaits you once you enroll for CBOM™ certification exam. This astounding box enclosing the prestigious CBOM™ accreditation works as an added incentive for the applicant to work even harder to qualify the exam. With the credential, also comes another surprise in the form of a label pin- which can be positioned on your top pockets! This surprising box also encompasses a delightful treasure to be relished in the form of BCI Code of Ethics booklet.