CBTS™ Certification is the most effective qualification globally demonstrating your fitness for supervising and leading complex teams in customer service, teleselling, helpdesks, collections, frontdesks and reservations in premier hotels, telephone companies, airlines, travel companies, BPO organizations, customer contact centers and banks.
Over the last several years, the Certified BPO Team-Lead Specialist (CBTS™) credential has established itself as the world’s most premier qualification for Team Leaders and Supervisors working in the BPO industry. CBTS™ is also being increasingly preferred by frontline leaders who head skilled teams handling documentation, data, information, interact with customers and deliver other backoffice services through well-defined processes. Successful completion of this program leads to the award of the CBTS™ credential and a permission to use the CBTS™ designation.
CBTS™ certified professionals are recognized in the global BPO community for their proven knowledge and competence in leading diverse teams; managing team performances and of developing a team-work culture in organizations. Most interestingly, CBTS™ qualified professionals have repeatedly shown that their abilities are domain-agnostic and they are versatile enough to be able to work across multiple business domains and verticals. They have proven over the years that they are excellent material for handling managerial roles in operations, quality and even training and development in the future for their employer organizations.
The reputation of CBTS™ as the world’s most credible team-leader qualification has to do a lot with its rigorous and comprehensive inclusion of all possible knowledge and competence aspects surrounding the team leadership and supervisory function. The CBTS™ credential is awarded only after comprehensive assessments of competence of individuals in aspects related to managing teams that handle advanced aspects of 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 others.
Pre-registered applicants need not apply again.
Their applications are lining up for necessary action.
Team Leads in Contact Centers
Supervisors of front-desk teams and Receptions in restaurants, shopping arcades and starred hotels among others.
Supervisors/Team Heads on Customer Information Desks in Embassies, airport lounges, Passport Offices, Hospitals and Airport Check-in Counters.
Team Leads in Customer Support Centers of computer companies, appliance makers and mobile operators etc.
Team Heads in Customer Helpdesks in Telecom Companies, banks and other kind of organizations including Loan Recoveries, Tele-selling, and Collection Centers
Team Leads in Customer Handling in shopping malls, Travel & Ticketing companies, hyper-stores etc.
CBTS™ covers advanced aspects of team leadership, customer relationship management,service quality and customer service in addition to those in team work, conflicts handling and performance management.
Though practical work experience can never be replaced, the levels of knowledge and acumen assessed during the CBTS™ examinations do typically match those of professionals who have handled agents, young executives and sales field-force for at least for 3 years.
CBTS™ is an unmatched global qualification for all young professionals working in team-based environments – especially in BPO companies and contact centers – who desire to grow fast in their careers and covet to be team leaders and supervisors. The following are the applicants who have been benefitting the most over the last several years from the CBTS™.
Individuals working as supervisors or team leader in small BPO organization or process-oriented corporation, but are vying to join bigger league of employers.
Individuals currently working in non-BPO environments as supervisors in departments like customer care, MIS, accounts processing, technical support, IT maintenance etc., but who now desire to shift to large BPO organizations.
Professionals already working as Team Leaders or supervisors who want to enhance their career graph and add an international qualification to move forward as a front line leaders.
CBTS™ has emerged as the most preferred international qualification for professionals and executives handling (or who are shortly) going to handle team-lead or supervisory 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 CBTS™ professionals who are in the elite international league of high-performers – well trained in their craft and work domain.
Being a CBTS™ means being an elite BCI alumnus – and a part of the illustrious BCI pool of worldclass BPO professionals. CBTS™ qualified professionals, therefore enjoy the international qualification advantages in their careers and become globally mobile resources with high salaries and perks
CBTS™ 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 team-supervision tasks involving technology and process knowledge.
CBTS™ 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, CBTS™ 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.
BCI does not recommend any kind of training requirements for the registrants who choose to register for CBTS™ program. However, registrants can opt for the leading and best-in class resources provided online by the BCI- the leading knowledge authority in the BPO space across the globe. These resources strengthen their knowledge and skills and provide adequate preparation material for their CBTS™ certification. Ideally, CBTS™ registrants who opt for online training are directed to their nearest BCI Authorized Training Partner who provide highly specialized and robust training resources to the registrants. In a few countries, the CBTS™ registrants can prepare and learn themselves for the examination from online resources and take the assistance from reading material provided by an authorized BCI partner. These learning resources provided globally are available only for the successful applicants of the CBTS™ program- and are crafted into leading, cutting-edge professional capability enhancers for the CBTS™ certificants.
Candidacy requirements vary across certifications.
Applicants for CBTS™ should have a decent exposure to computer-use and have at least completed 14 years of formal education at the time of applying for CBTS™. In fact, in many Asian and African countries, applicants with an undergraduate degree or those who are just graduating out of the university have often proven to be better prepared for harnessing their CBTS™ qualification - than their counterparts who are yet to go to university or college.
BCI prescribes a minimum of 3 years of experience as a team member or as a senior agent or as a senior associate in a BPO organization or in work-places with process-driven service delivery system.
Ideally, an applicant should have completed minimum 18 years of age at the time of applying for CBTS™. There is no upper age bar, however 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 event it is found that the applicant has supplied false information 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|
|CBTS™ Domain Knowledge Assessment||75||90 Minutes|
|Situation Response Test/Assignment||4||40 Minutes|
|Referee Feedback Reports||-||-|
BCI do not have any such hard and fast rule regarding the training to obtain CBOM™ certification. It depends on the applicant to choose either to register for external training/Master class or opt for self-study.
To enroll for training with BCI, please enquire with a BCI authorized center for the availability of the training session.
Principally, CBTS™ registrants opting for training are automatically directed to the authorized BCI training provider nearest to them in their geography
Another option to prepare for the CBTS™ examination is to study on your own. Many CBTS™ registrants learn and prepare by themselves for the examination. They can do so with the help of online resources and printed reading material provided by a BCI partner.
|A1||CBTS™ Domain Knowledge|
1. Understanding of the BPO Work-Place & Environment
An Overview of BPO Industry & Environment, Typical Organization Structures in BPO Organizations/Service Providers, Communication Structures & Practices, Productivity targets & expectations, Quality targets & expectations, The Demands of Process Orientation & Client-accountability, Group dynamics and inter-personal conflicts, Stress Patterns in BPO Industries Outsourcing
2. Understanding Team-Leadership
Generic Definition & Concept of Team Leadership, Commonly practiced models of Team Leadership in BPO organizations, Issues & Challenges of Team Leadership.
3. The Profile of a typical BPO Team Leaders
Typical roles of a Team Leader, Key Result Areas of a Team Leader, Skills & Competencies of a Team Leader, Career & Growth of a Team Leader.
4. Principles & Techniques of Team Leadership in BPO Organizations
Principles & Objectives of BPO Team Leadership, Drivers of Team Lead Excellence in BPO Organizations, Forming high-potential teams, Mentoring & coaching for Agent Capability Development, Driving Agent Performance, Motivating & engaging Agents for Organizational growth, Team Conflicts Resolution, Retaining Agents.
5. Principles & Techniques of Productivity & Quality
Understanding of Productivity metrics, Understanding of Quality metrics, Planning & Targeting, Agent Performance Measurement & Analysis, Absenteeism Control, Handling workplace crises and contingencies.
6. Contribution to Organization Growth
Contribution to talent engagement initiatives of the Organization, Contribution to talent transformation and agent development initiatives, Contribution to Organizational Climate development.
As prescribed under HCMS21 Release 9.14, 2019.
|Assessment Category||Final Assessment Component||Maximum Marks|
|A1||CBTS™ Online Assessment||300|
|S1||Situation Response Test/Assignment||200|
|R1||Referee Feedback Reports||200|
All the CBTS™ registrants need to submit Referee Report in order to be considered for the CBTS™ certification
Referee Reports are an analysis of the applicant’s performance, skill and competency developed over the years. This report is usually submitted by Registrant’s senior/supervisor/managers
The manager or senior of the applicant has to submit the report by login into the BCI assessment portal and fill the report.
Usually, all the CBTS™ registrants need to write and submit a project assigned by the BCI. The project consists of 6-8 set of case studies and it is mandatory for the registrant to duly complete and submit it.
A typical Assignment Report would have a word-count of 7000 and carry 200 marks.
Each of the 6-8 Case Situations will have to be responded within 200 words.
|Areas of Professional Knowledge to be Assessed||Proportional Weightage in Exam (in %)|
|Understanding of the BPO Work-place & Environment||10|
|Understanding Team Leadership||10|
|The Profile of a Typical BPO Team Leader||10|
|Principles & Techniques of Team Leadership in BPO Organizations||30|
|Principles & Techniques of Productivity & Quality||30|
|Contribution to Organization Growth||10|
The CBTS™ credential is valid for three years from the date of certification. The BPO industry and the business process on the whole is evolving and the need to keep the module updated is the basic requirement. The role of Team Leader changes and so does the BCI standards, which is why the applicant needs to either recertify or upgrade to a new level.
Your CBTS™ Certification valid for 3 years and to continue your qualification, you have to recertify. Recertification implies making your CBTS™ credential valid again before its validity expires in 3 years. Keeping your CBTS™ alive and active through recertification is easy. There will be frequent reminder emails from BCI and from other BCI partners and you simply have to click the links mentioned in these communications, or log into your BCI account and register for CBTS™ 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 will be required to take the CBTS™ recertification examination. Please click on the links below to know more.
How many times can you Recertify for CBTS™?
BCI permits unlimited number of recertification chances for CBTS™ and your CBTS™ qualification can expire only if it has not been “refreshed” once in three years. However, after two years of your CBTS™ award, you may well consider upgrading to the CBOM™/CBMT™/CBOL™/CBBL™ - the manager-level certifications. 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 CBTS™ certification. This date is mentioned on your CBTS™ certification as well. In addition, you receive frequent reminders from BCI to this effect. Remember, if your CBTS™ 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 CBTS™ application and you will have to pay the applicable full CBTS™ fee.
Recertification for CBTS™ is a simple 3-step process:
All the professional who have attained CBTS™ Certification and wish to move to the next managerial level can opt to upgrade to CBOM™/CBMT™/CBOL™/CBBL™, 24 months after attaining the CBTS™.
The trend in Asia has been to upgrade to CBOM™/CBMT™/CBOL™/CBBL™ rather than recertifying because three years onwards their professional life, they have gained enough experience to be on the managerial side in their career.
The procedure to upgrade to CBOM™/CBMT™/CBOL™/CBBL™ is quite simple, and BCI also helps you to be update about all the information through communication emails. You have to simply click on the links and the rest will follow the suit.
The best time to apply for an upgrade to CBOM™/CBMT™ is exactly 24 months after attaining your CBTS™ credential.
It is a simple 3-step process:
The CBTS™ is digitally badged now and this way it becomes a global credential- Which means your prospective colleagues and employers can verify it easily once you share your CBTS™ accreditation digitally with them.
A digitally-badged CBTS™ adds a touch of credibility to your professional presence online. You can easily portray your well-earned CBTS™ credential on your LinkedIn profile, social media platforms and in your email signatures. It's your most reliable, secure and authentic token of your potential capabilities and promise for taking over talent management roles with distinction. The CBTS™ digital badge is a secure and verifiable token of your CBTS™ qualification comprising a secure digital link to the BPO Team Lead cloud, where the authenticity of your accreditation can be validated rapidly by those who you have allowed to.
The moment you enroll CBTS™ Certification exam, a classy credential case awaits you. This astounding box including the CBTS™ Credential works as a motivator to work better for qualifying the exam. With the credential also comes another incentive in the form of a label pin, which displays your accreditation to be positioned on the top pockets.