Service Delivery Quality Certification

Hallmark of
Service Delivery Excellence for your BPO

The BCI service delivery certification BSDQ™ is awarded to enterprises showing compliance to the BCI SDMS - Service Delivery Standards Release 1.6, 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 PRATICES; 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 share@bci.us.org. 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!

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