Essential Certifications for Call Centers and BPOs
Dr. Pradeep K. Mukherji & Ashwin Waghela & Skanda Janakiram
To reap true benefits of globalization, setting standards thus becomes imperative for clients as well as service providers. The objective of this whitepaper is to (1) assist BPO and CallCenter service providers decide which certifications are necessary in order to demon-strate capabilities that are recognized and accepted globally (2) assist clients in their evalua-tion of service providers and (3) provide agents with necessary skills that can enable growth in their career. Further, it also classifies the BPO certifications into mandatory and desirable. Desirable certifications although not imperative enhance the competitiveness of BPO and Call Center service providers.
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