Human Competence Master Standards (HCMS)

Professional Excellence in BPO finally defined & coded.
Across 21 capability spheres. In over 150 professional attributes.

HCMS21 Through The Years…

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 call 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 3.5:

HCMS Version

Year of Launch/ Introduction

Professional Levels covered/ Added

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

1999

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

HCMS14 - Release 2.0

2000

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

HCMS14 - Release 2.1- HCMS14 - Release 2.3

2001

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

HCMS14 - Release 2.4

2003

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

HCMS14 - Release 2.5

2005

ADDED: FOUR new standards added for Manager-Level Certifications

HCMS14 - Release 2.6

2006

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

HCMS14 - Release 2.7
(First Market Release Version)

2007

ADDED: for Operations Leader; pan-domain applicability.

HCMS18 - Release 2.8

2007

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

HCMS18 - Release 2.9

2007

ADDED: TWO new standards added for People Leader

HCMS20 - Release 3.0

2007

ADDED: for Business Leader; pan-domain applicability

HCMS21 - Release 3.1

2008

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

HCMS21 - Release 3.2

2009

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

HCMS21 - Release 3.3

2010

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

HCMS21 - Release 3.4

2011

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.

HCMS21 - Release 3.5

2012

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.

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.us.org   or   hcms@bci.us.org.

Please Note:ipt is not enabled in your web browser. In order to enjoy the full experience of the BPO Certification Institute's website, please turn JavaScript on. If JavaScript is disabled, some of the functionality on our website will not work.