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CTSS Assessment Structure & Plan

As prescribed under HCMS21, Release 3.5, 2012.

Components of CTSS‌™ Assessment Policy for first-time BCI Registrants

Assessment Category Final Assessment Component Maximum Marks
A1 CTSS‌™ Domain Knowledge Assessment 300
R1 Referee Feedback Reports 200
TOTAL 500

Important Note:

  1. The CTSS‌™ Online examination seeks to evaluate an examinee’s knowledge about the Technical Support domain.
  2. To complete their eligibility for CTSS‌™ Award consideration by BCI, all CTSS‌™ registrants have to furnish Referee Reports.
  3. Referee Reports are feedbacks from the Registrant’s senior/supervisor/managers on areas like Registrant’s work performance, professional competence and ethics.
  4. Referee Reports are to be filled-in online on the BCI Assessment portal by Registrant’s superiors as mentioned above. The registrant shall be given a portal link which (s)he has to share with her/his referees. The referees will then go online on this link and fill-in the Report and submit.

CTSS‌™ Domain Knowledge Examination Weights

S. No. Areas of Professional Knowledge to be Assessed Proportional Weightage in Exam (in %)
1 Trends and Developments in Business Process Outsourcing 10
2 Principles & Techniques of Professional Effectiveness Enhancement 10
3 Advanced Principles & Techniques of Customer Service 40
4 Advanced Principles & Techniques of Technical Support 40
TOTAL 100

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