CBTM Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Training Managers as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBTM™ 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. Training Management Function in BPO Organizations
    • Generic Definition & Concept of Training Management
    • Principles of Learning & Development
    • Importance of Training Management Excellence in BPO competitiveness
    • Commonly practiced Models of Training Management in BPO Organizations
    • Concept of Talent Transformation
    • Process Components of Talent Transformation in BPO Organizations
    • Issues & Challenges of Training Management
  3. The Profile of a BPO Training Manager
    • Roles of a BPO Training Manager
    • Typical Key Result Areas of a Training Manager
    • Roles of a BPO Talent Transformation Manager
    • Skills & Competencies of a BPO Training Manager
  4. Principles & Techniques of Training Management in BPO Organizations
    • Principles & Objectives of Training & Talent Transformation in BPO
    • Process Components and Methodology of Training Management in BPO
    • Planning, Design & Development of Training Programs
    • Managing Product and Process Training
    • Managing Leadership & Manager Development programs
    • Budgeting for Training & People Development
    • Managing Outsourced components of Training, Learning & Development
    • Managing Trainers & Training Resources
    • New-hire training & Induction
    • Managing Effectiveness of Training Programs
  5. Contribution to Other Functions and Organization Growth
    • Contributing to Talent Acquisition
    • Contribution to New Business Acquisition
    • Representing Organization in Events and Public Platforms
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