‘Outsourcing is here to stay and acquiring certification is crucial’

Font Size

Print

Feedback

Email

Discuss

: Hero Mindmine Institute Ltd, a leading training and consulting organisation has recently parternered with BPO Certification Institute Inc, US, although outsourcing is on a downturn. AW George, business head, Hero Mindmine, speaks to FE’s C Jayanthi on the necessity of having certification programmes for BPOs. Excerpts:

Why has Hero Mindmine Institute Ltd, one of India’s leading training and consulting organisation, partnered with the BPO Certification Institute Inc (BCI), US, now that outsourcing is on a downturn? Neither economy is doing well.

Hero Mindmine (HMM) actually partnered BCI well before the US financial sector meltdown and the collaboration has a long-term view to it. Also, despite the recent shocks, outsourcing is here to stay because it makes biggest sense for businesses worldwide as you do not pile up long-term costs by in-sourcing. In fact, though, from the top, it may appear outsourcing is on a slide, a closer look reveals that only IT off-shoring has been on a downturn over the last year because of US recession. The mortgage and the sub-prime crises did impact some F&A BPOs, but almost all of them have recovered by diversifications into newer markets.

How will it help those who will apply for this certification?

Indian BPO aspirants will get to train on world standards in HMM training centres and once they qualify the stringent BCI assessments, they are awarded globally relevant certificates. The BCI certifications serve as qualifications and help BPO talents prove their superiority over non-certified talents. This helps them get better jobs.

How will the $12 billion Indian BPO industry benefit from the certification?

BCI spells out service delivery standards for BPO enterprises and also human competence standards for BPO employees. These certifications together can help Indian BPO industry graduate to the next level of competitiveness. The BCI-BSDQ and BTMQ standards prescribe processes and systems for efficient enterprise functioning. On the other hand, BCI’s 10 professional certifications mean that BPO companies get to hire the best and the most competent talents who have been tested on global standards for all levels of BPO expertise. Only better systems and competent employees can take Indian BPO to the next level and Hero Mindmine-BCI is committed to helping India do it.

Can you tell us what are the elements of this certification?