Saturday, June 23, 2007

What certifications are required for a BPO and other FAQ's

Are there any certifications for contact centers like ISO?
See all about quality for BPOs

While having a certification may not help you to get business, not having a certification may be a good reason for a propsective client to reject your organization. Certification is a useful way to advance your contact center career or evaluate how your center stacks up against your peers. There are several certifications applicable to the BPO / Call Centre world. We have divided them into two broad categories: Individual (for employee) and Organizational (for employer) Certifications.
Nasscom is planning on introducing certification programs for HR personnel and also for BPO firms which could become an industry standard in India.

Organizational Certifications
go here

ISO Certifications
ISO is here for the long run
It is recommended that organizations go for ISO 20000

and ISO 27001

. ISO – 27001: The IS0-27001 is the highest certification standard available from the International Standards Organization (ISO). The ISO-27001 is awarded for effective e-security and physical security measures. By going in for this certification, an organization can receive an independent assessment of their Information Security Management System (ISMS). At present, very few Indian IT and BPO firms are ISO-27001 compliant. Some of the certified ones are Satyam Computers, Keane India, Accenture, Cranes Software, Aztecsoft, Microland and PSI Data Systems.
10. BS 7799: Given the media attack on the reliability of the BPO industry in India, the BPO companies are taking strong security measures to prevent any misuse of the details of the customers and ensure that all the employees adhere to the rules. Most BPO companies have certifications such as BS 7799 and SAS 70 and undergo third party audits at regular intervals. BS 7799 (British Standards 7799) is set by the British Standards Institute (BSI) and is the most widely recognized security standard in the world.

BS 7799 is now replaced by ISO 20000

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