The Importance of BTMQ10

Well-trained, experienced, motivated and accomplished employees are the most critical resources for the manpower-dependent BPO industry. Managing people and talents, optimally, therefore, becomes critical for an organization to ensure consistently elegant business performance. Indeed, a BPO with well-managed talent resources gets blue-eyed for clients, who are always looking to outsource to vendors with a sure, enduring supply of well-training employees.

Hence, developing a strategically synchronized combination of systems, processes and best practices in all people management areas has become a priority consideration for all BPO organizations worldwide. The task is extremely challenging as HR Managers do not have access to benchmarks and talent management quality standards which they can refer to.

BTMQ10 Standards fill this long-felt gap in the talent-hungry BPO industry. BCI’s BPO Standards Board took two years to complete the validation and credentialing of the BTMQ10 Standards and all along, it kept a special eye on the talent scenarios in Asian and other emerging BPO Markets.BTMQ10’s true importance lies in the fact that its Standards and assessments cover all types of BPO Vendor organizations and not just Call centers or Customer Contact Centers.

Easily, this implies that even a KPO offering services in Market Research to its clients, can now meaningfully go in for Talent Management Quality Certification like BTMQ10, just as any Call Center can. BTMQ10 - like all BCI certifications,- is extremely versatile in its architecture with two concentric levels of assessments – first, a generic, domain independent core and second, a roving, domain-dependent outer shell.

Applicability & Validity of BTMQ10

The versatile architecture of BTMQ10 enables it to be deployed on virtually any type and size of a BPO services delivery organization across domains, geographies, cultures and legal environments. Following is a sample list of types of BPOs that are currently covered under BTMQ10:

• Call Centers/ Contact Centers (Captive, Third Party, Outbound, Inbound)
• Knowledge Processes Services units
• HR Processes Services units
• Research Processes Services units
• Help Desks & Technical Support Services units
• Transaction Processing Services units
• Financial Processes Services units
• Medical Transcription Services units
• Many others as well

All BTMQ10 Certifications are valid for a period of 3 years from the date of award. BCI conducts review audits every six months to ascertain the consistency of compliance to the BPO Talent Management Master Standards (TMMS). The continuation of a BTMQ10 certification is, therefore dependent on favorable review reports that either do not detect significant deviations from the prescribed standards or detect deviations which the Certified Entity can conveniently bring back under control within a short period of time. In the event of a BTMQ10 Certified entity failing review audits (alongwith all the attendant benefits and privileges), a decision to withdraw the BTMQ10 may be taken.

Advantages of BTMQ10 for BPO Organizations

BTMQ10 is the first and most comprehensive Talent Management Quality standard yet in the BPO space and a BTMQ10 certified BPO organization is expected to experience the following key benefits:

1. Improved HR Effectiveness and Efficiencies:

BTMQ10 certified BPOs show higher probability of managing people performances, work-culture and loyalty issues at optimal efficiencies and effectiveness because of well-toned processes and systems with globally benchmarked measures that prevent wastages and underperformance penalties


2. An Increased Corporate Confidence that of Follwing Global Standards:

Assurance that the organization is functioning on global standards because BTMQ10 certification is awarded after ensuring that a BPO follows best-in-class practices, processes and systems of Talent Management


3. Inspires Current Clients:

Assures current clients about the BPO’s talent systems quality and performance attributes and inspires them to increase business transactions. A BTMQ10 certified BPO therefore can expect to retain current clients better and demand a price premium as well as bigger business volumes from its current clients.


4. Attracts New Clients faster, surer:

A BTMQ10 certification is an effective business development tool as it is seen by outsourcing customers as a Talent Quality proof by a global body like the BCI.

BTMQ10 – The Generic Architecture

BTMQ10 assesses through 4 proprietary “toolsets” – TM Quality Junctions; Quality Reflectors; Quality Scoring System and Talent Management Master standards (TMMS). Anatomically, BTMQ10 is composed of 10 TM Quality Junctions – essentially the areas in which a BPO needs to show its capabilities. A BPO is assessed along each of these 10 areas using the toolsets – Quality Reflectors; Quality Scoring System.

In essence, every Quality Reflector in each TM Quality Junction is rated using a Quality metric. This leads to an aggregate Quality score, which then is compared with the BCI Talent Management Master standards (TMMS) to arrive at a particular
BTMQ10 Level for the assessed organization.

Evaluation Across 10 TM Quality Junctions

The following are the TM Quality Junctions, which are deployed in BTMQ10:

1. Corporate Vision & Philosophy
2. Organization Culture & Integrity Fabric
3. Work Environment Quality
4. Talent Requirements Analysis & Planning
5. Strategic Talent Induction & Culturization
6. Talent Attraction & Acquisition
7. Talent Deployment
8. Talent Grooming & Development
9. Talent Performance Management
10. Talent Retention & Attrition Control



BTMQ10 Quality Reflectors & Scores

Assessment in each TM Quality Junction is done along 5 dimensions called Quality Reflectors. This assessment is presented in the form of a Quality Score. The Maximum Quality Score attainable is 100 in each Reflector and hence 500 in any Quality Sphere. The TMMS guides auditors and assessors during the scoring process and also in taking the final Certification decision.

Getting a BTMQ10 Certification – The Roadmap & Process

A BPO organization attains a BTMQ10 Certification only after the BTMQ10 Standards Board (BSB) is thoroughly convinced and satisfied that the subject organization’s (SO’s) performance data is BTMQ10 Standards compliant. All BTMQ10 pre-certification activities in a country or a geographical zone are handled by BCI’s Authorized BTMQ10 Audit Partner (BAP) in that area. The Process is as follows:

Step 1: RFI-based Organization Study by BAP to prepare Audit Activities Program (AAP)


Step 2: BTMQ10 Launch Seminar involving BAP Team Leader and the Top Management of the SO to discuss the Audit Activities Program and the scope and logistics of activities.


Step 3: Finalization of theBTMQ10 Certification Preparation Document (BCPD), which will act as the Master Guide for the SO BTMQ10 Project Team (BPT)


Step 4: Organization-wide baseline study - BTMQ10 Status Audit (BSA) to compile the current state of practices, systems and processes etc. in accordance to TMMS Guidelines.


Step 5: Gap analysis by BAP and Gap Report submission to the SO for improvement action and implementation (including the BTMQ10 Gap Modulus – the measure of deviation from SDMS


Step 6: (optional): BAP Intervenes in systems restructuring etc. as a consultant to bring them in line with SDMS requirements.


Step 7: SO undertakes to implement improvement in systems and processes on its own as prescribed in the Gap Report in Step 5.


Step 8: BAP conducts an organization-wide Pre-Certification Systems Check to measure the degree of compliances to TMMS and deviations from them, if any, once again


Step 9: In the event of complete compliance with the TMMS, a certification decision is taken regarding award of BTMQ10.


Step 10: Communication of the Certification decision – either an award or recommendations for further improvement.

For more details, please email us at: bpocertifications@skillroots.com