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Establishing
Standards for Professional Competence:
Aimed at taking India’s Leadership in the ITES-BPO sector
to the next level, NASSCOM and QAI announced the first ever
nationwide launch of “Certification programs
for Building Frontline Managers” for ITES- BPO industry
in FY 2005. These programs have created the first
professional course, as also a standard body of knowledge
for competence required at front-line management level in
the ITES-BPO industry.
QAI’s extensive experience in working with the ITES-BPO
industry and market studies (such as the NASSCOM - McKinsey
report, NASSCOM – QAI report) confirms that enhancing
frontline management competencies is a key factor for the
industry’s sustainable growth.
Certification demonstrates a level of understanding in carrying
out essential operational, people and quality principles and
practices. Acquiring the designation of Certified BPO Team
Leader (CBTLSM), on completion of level 1 and level 2, and Certified
BPO Quality Analyst (CBQASM) indicates a professional level
of competence in the disciplines and skills represented in
the body of knowledge.
The 3-day certification programs include training, expert
sessions followed by an exam/assessment. |
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National
Roll-out of the Certification Programs:
QAI and NASSCOM have successfully conducted six nation-wide
rounds (across 5 cities - Delhi, Mumbai, Bangalore,
Chennai and Hyderabad) of CBTLSM and CBQASM certification
programs for frontline management of the ITES-BPO industry.
These programs cover the entire spectrum of ITES-BPO
space, from voice to back-office processing, from Indian
captives to MNC 3rd Party providers. The curriculum
design was supported by inputs from industry practitioners
and focus group discussions with the target group and
their immediate supervisors. The curriculum is regularly
updated as per industry requirements and feedback obtained
from participants and their immediate supervisors.
These programs have created the first professional course for ITES-BPO Front-Line Management as also a standard body of knowledge, which will also serve as a common minimum standard for competencies required at this level. The resulting certifications not only provide a third party assurance of your skill sets but also a defined career path.
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Participants
included representatives from amongst over 75+
organizations in India - Accenture, AOL, Dell,
Microsoft, EXL Service, Oracle, HCL BPO, Xansa,
American Express, Wipro BPO, Progeon, iGate,
Transworks, vCustomer, eFunds, Standard Chartered,
Siemens, CP Ships, ADP Wilco, Adventity, Tata
Infotech, Prudential, Microland, Respondez and
many more. |
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| Participant
Profiles: |
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| Feedback
from the Industry: |
Key
Results/ Improvement Areas: |
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A.
Reported by Certified BPO
Quality Analyst/ Certified BPO Team Leader's |
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1. Managing absenteeism
in their team
2. Meeting SLAs consistently
3. Improving presentation and reporting skills
4. Learning best practices from other types of processes
5. Understanding the influence a TL has on attrition |
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B.
Observed Supervisors of Certified BPO Quality Analyst/
Certified BPO Team Leader's. |
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Key
Result Areas |
Supervisor
Quotes |
Customer
satisfaction Scores |
“
The main difference is the value proposition, which
the CBTLSM course has brought to our organization…<
The participant > has been very instrumental in driving
the Best practices learnt from the CBTLSM in terms of
new process implementation and metrics for the IT and
Technical support groups. This certification has set
a new benchmark and high standards in achieving more
and leading to increase customer satisfaction.
“Our group has a broader perspective of the Customer
support philosophy. All the Team leaders are now very
excited to also attend the CBTLSM after the stellar performance
shown by…” |
Problem
Solving and Process Management |
“
…Approach towards problem solving and process
management has improved. < the participant> demonstrated
this by taking initiative to start a Process Improvement
project for improving the turn around time for Purchase
Invoice processing…She discussed this with the
Quality department and initiated a Process Improvement
project involving SPOC from client, our operations team
and quality team.”
" Post certification, I’ve observed that
< the participant > has got objectivity in his
work. He’s looking for valid reasons now for process
metrics if they are below the specified targets…”
“ Management skills have vastly improved in terms
of process management especially with regard to chalking
out strategy for implementation. We could also see improvement
in problem solving skills by coming up with right kind
of approach to process issues. This has been amply demonstrated
in the results displayed. ”
“ There has been a commendable difference in the
nominee, post certification, where his efficiency (particularly
in transition) of problem resolving was observed…
”
“ < The participant > has been instrumental
in problem solving by collecting data on a real world
problem, converting the real world problem to a statistical
problem, deriving root causes through statistics and
driving improvement on the root causes through continuous
monitoring of action plans to their thorough implementation.
These were primarily in the areas of Call Monitoring
and Customer Satisfaction.” |
Data
Analysis; Quality Management and Monitoring |
“
After going through the CBQASM training, < the participant
> has demonstrated a structured approach in analyzing
data. She has understood the importance of a good sampling
plan. She is the point of contact for creating the Rosters
used for our monitoring.”
“ …CBQASM has helped < the participant
> tremendously, she has learnt new concepts on Quality,
learnt a lot of tools and have been successful in applying
them during Process Analysis.”
“ < The participant > has become very enthusiastic
about data and data analysis – she has started
using histograms for understanding variations, Pareto
charts to identify key defect categories and control
charts to see stability of the program performance parameters...
She has become a real change agent for the organization
who is converting the organization”
“…The development programs that < the
participant > had earlier designed for her QAs were
redesigned to incorporate more of Quality-related concepts,
Analytical tools, Graphical tools and Six Sigma concepts.” |
Team
Management and Performance; Career Growth |
“
< The participant > has chalked out her career
plan with “Quality” in mind and is currently
preparing herself for her Black Belt certification.”
“ The team has improved in both their delivery
of sales targets and hours. < The participant >
has also managed to share his learning through more
business focused team sessions. His delivery of these
sessions has improved both in content and delivery.
He know sees the bigger picture, appreciates what he
needs to do in order to make his team successful and
how he can contribute to the company as a whole.”
“Has conducted internal trainings to enhance the
team’s skills. Has come up with new reports that
could help others to act. Has restructured the team
for better results.”
“ A key difference was made when < the participant
> started focusing on new joiners in the program
and started spending more time on their monitoring,
feedback and coaching which helped in faster turnaround
of new joiners into the program mainstream through reduced
learning curve.”
“ < The participant > conducted a number
of round tables post CBQA and helped her QA’s
realize that they can build their careers with Quality.” |
Analytical
Skills |
“
The main change has been in the analytical skills. <
The participant > now uses the appropriate tools
more frequently to highlight the issues and to propose
the solutions.” |
Knowledge
Management |
“…Designing
an efficient Knowledge Management system reflects the
through understanding of requirements of BPO process.
The newly developed system added significant value to
operations by reducing the average handle time and increasing
customer satisfaction.” |
Responses/quotes
of immediate supervisors mentioned above include organizations
such as HCL BPO, Citigroup, eFunds, AOL, BMC Software,
Core BPO, to name a few. |
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| BPO
Certifications (CBQASM/CBTLSM) - taking a leaf out of the Software
story - |
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QAI
has earlier introduced individual Software Certifications,
the International Standard of definition for professional
status as an IT Software Quality Practitioner. The BPO
certifications, taking a leaf out of the software story
hope to accomplish the same ‘Operational Excellence’
in the BPO industry. |
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QAI conducts the Certified Software Quality
Analyst (CSQA),
Certified Software Tester (CSTE) and Certified Software
Project Manager (CSPM) examinations every quarter
for Software professionals at various locations
in India and abroad.
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Since its inception, Software Certifications
has certified over 28,000 professionals
worldwide.
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Some of the leading companies who have embraced
these programs to be administered en masse in India
include -
- TCS
- has sent more than 5000 professionals in the
last five years.
- Infosys
- has nominated more than 3000 professionals
till date.
- Accenture
- has sent more than 1500 professionals in the
last year.
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