Critical Areas of BPO Quality Management Excellence

Areas of Professional Excellence for BPO Quality Leaders as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBQL‌™ Areas of Professional Excellence
  1. Vision of the Future of Business Process Outsourcing (BPO) Industry
    • Contours of change in the objectives & paradigms of Business Process Outsourcing
    • BPO Services of the Future
    • Competitive Landscape of Global BPO Industry
  2. Vision of the Future of Quality Management in BPOs
    • Emerging & Future Models of BPO Quality Management
    • Enhancing Global Competitiveness through Quality Management Excellence
    • New Drivers of Quality Management Excellence in BPO Organizations
  3. Challenges of Managing Quality in BPO
    • Service Quality challenges for BPO organizations
    • People aspects in Quality management Challenges for BPO Organizations
    • Technology aspects in Quality management Challenges for BPO Organizations
  4. Role of a BPO Quality Leader
    • Roles of a BPO Quality Leader
    • Skills & Competencies of a BPO Quality Leader
  5. Contribution to Quality Excellence & Organization Growth
    • Thinking & Implementing Worldclass Quality Excellence Paradigms
    • Contribution to Organization Performance Improvement
Please Note: JavaScript 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.