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Certified BPO Team Lead Specialist/professional-certifications/certified-bpo-team-lead-specialist

CBTS™ Program

CBTS™ program is designed for shared-services/ BPO and similar organizations that constantly need their Team Leaders and Supervisory-level talent to be in top shape for performing in the extremely demanding client-facing responsibilities. Considered the most effective qualification globally for Team Leads and Supervisors, the CBTS™ demonstrates fitness for supervising and leading complex teams in customer service, teleselling, helpdesks, collections, front-desks and reservations in premier hotels, telephone companies, airlines, travel companies, BPO organizations, customer contact centers and banks.

Over the last several years, the Certified BPO Team-Lead Specialist (CBTS™) credential has established itself as the world’s most premier qualification for Team Leaders and Supervisors working in the BPO industry. CBTS™ is increasingly preferred by shared services and business process service providers for their frontline leaders who head skilled teams handling documentation, data, information, interact with customers and deliver other backoffice services through well-defined processes. Successful completion of this program leads to the award of the CBTS™ credential, the permission to use the CBTS™ designation and the exclusive opportunity to upgrade to the CBOM™ certification of BCI.

CBTS™ is primarily for BCI partner organizations, though professionals already holding any of the BCI Specialist level certifications can register for CBTS™ as an upgrade applicant.

CBTS™ is Offered Only Through Employers

Currently CBTS™ is only a corporate program, open only for professionals sponsored by their organizations, that also conduct CBTS™ training program to prepare them for their certification exams. Companies also have the option of getting their CBTS™ training organized by CredForce, the official BCI service provider. CBTS™ program is organization-centric because companies have their own specific and unique expectations from their team leads when it comes to aspects like leading diverse teams; managing team performances and of developing a team-work culture in organizations. CBTS™ curricula helps participant team leads become more agile, domain-agnostic and versatile to ensure they can work across multiple business domains and verticals. CBTS™ certification is a useful talent development exercise for HR as it grooms leads for more challenging managerial roles in operations, quality and even training and development in the future.

The reputation of CBTS™ as the world’s most credible team-leader qualification has to do a lot with its rigorous and comprehensive inclusion of all possible knowledge and competence aspects surrounding the team leadership and supervisory function. The CBTS™ credential is awarded only after comprehensive assessments of competence of individuals in aspects related to managing teams that handle advanced aspects of team-based and technology-assisted delivery of services like customer care; teleselling; data handling; document processing; billing; order handling; ledger preparation; collections and technical support among so many others.

REGISTER NOW FOR AN UPGRADE TO CBTS™

CBTS

CBTS™ PROGRAM FEE:

$ 520 USD (All Inclusive)

This is a one-time fee valid only for a CCIS™/ CBSS™/ CTSS™/ CFPS™ certified professional eligible for an upgrade to CBTS™. The fee covers the costs of certification exam; digital badging, credential kit, and all material shipping costs. This fee does not include special local taxes, duties, and levies etc., which may be applicable in the receiver’s/ consignee’s/ applicant’s country.

Contact us for special pricing for getting your Team Leaders certified!

Pre-Register Now!

What Careers options can CBTS™ prepare you for?

  • Team Leads in Contact Centers

  • Supervisors of front-desk teams and Receptions in restaurants, shopping arcades and starred hotels among others.

  • Supervisors/Team Heads on Customer Information Desks in Embassies, airport lounges, Passport Offices, Hospitals and Airport Check-in Counters.

  • Team Leads in Customer Support Centers of computer companies, appliance makers and mobile operators etc.

  • Team Heads in Customer Helpdesks in Telecom Companies, banks and other kind of organizations including Loan Recoveries, Tele-selling, and Collection Centers

  • Team Leads in Customer Handling in shopping malls, Travel & Ticketing companies, hyper-stores etc.

How Does CBTS Work

How Does CBTS™ Work?

CBTS™ covers advanced aspects of team leadership, customer relationship management,service quality and customer service in addition to those in team work, conflicts handling and performance management.

Though practical work experience can never be replaced, the levels of knowledge and acumen assessed during the CBTS™ examinations do typically match those of professionals who have handled agents, young executives and sales field-force for at least for 3 years.

Who Must Get CBTS™ Certified?

CBTS™ is an unmatched global qualification for all young professionals working in team-based environments – especially in BPO companies and contact centers – who desire to grow fast in their careers and covet to be team leaders and supervisors. The following are the applicants who have been benefitting the most over the last several years from the CBTS™.

  • Professionals holding BCI Associate or Specialist Level certifications (CCIP™/ CCIS™/ CBSA™/ CBSS™/ CFPA™/ CFPS™/ CTSA™/ CTSS™)

  • Individuals working as supervisors or team leader in small BPO organization or process-oriented corporation, but are vying to join bigger league of employers.

  • Individuals currently working in non-BPO environments as supervisors in process-driven departments like customer care, MIS, accounts processing, technical support, IT maintenance etc., but who now desire to shift to large BPO organizations.

  • Professionals already working as Team Leaders or supervisors who want to enhance their performance levels and excel as frontline leaders in the most demanding of work environments

CBTS™ Benefits


Global Recognition

CBTS™ has emerged as the most preferred international qualification for professionals and executives handling (or who are shortly) going to handle team-lead or supervisory responsibilities in BPO companies and in other organizations having process-oriented work environment. The fact is that BPO organizations and also large companies and government organizations worldwide feel more confident working with CBTS™ professionals who are in the elite international league of high-performers – well trained in their craft and work domain.


Career Advantage

Being a CBTS™ means being an elite BCI alumnus – and a part of the illustrious BCI pool of worldclass BPO professionals. CBTS™ qualified professionals, therefore enjoy the international qualification advantages in their careers and become globally mobile resources with high salaries and perks

CBTS™ professionals manage to deliver more and better in their jobs in large organizations thanks to their wider and deeper perspective built through a proven exposure, experience and success in handling the most challenging roles related to various dimensions of team-supervision tasks involving technology and process knowledge.


Employer Benefits

CBTS™ qualified professionals prove precious assets for their employers not only because they tend to raise the bar for performance, productivity and service quality, but also because, they infuse new professional energy in the workplace and help make the work-culture and environment global.

Most typically, CBTS™ qualified individuals deploy almost immediately on new processes and can immerse quickly in new horizontals and client verticals. They don’t gestate for long and begin turning in the expected work-performance in more complex processes, horizontals and verticals much quicker than their non-certified counterparts.


World’s Best Learning Resources for CBTS™ registrants

BCI does not recommend any kind of training requirements for the registrants who choose to register for CBTS™ program. However, registrants can opt for the leading and best-in class resources provided online by the BCI- the leading knowledge authority in the BPO space across the globe. These resources strengthen their knowledge and skills and provide adequate preparation material for their CBTS™ certification. Ideally, CBTS™ registrants who opt for online training are directed to their nearest BCI Authorized Training Partner who provide highly specialized and robust training resources to the registrants. In a few countries, the CBTS™ registrants can prepare and learn themselves for the examination from online resources and take the assistance from reading material provided by an authorized BCI partner. These learning resources provided globally are available only for the successful applicants of the CBTS™ program- and are crafted into leading, cutting-edge professional capability enhancers for the CBTS™ certificants.

BCI Resource

CBTS™ Candidacy

General Educational Requirements

Employer organizations must ensure that applicants being sponsored for CBTS™ program have a decent exposure to computer-use and have at least completed 14 years of formal education at the time of registration. In fact, in many Asian and African countries, applicants with an undergraduate degree or those who are just graduating out of the university have often proven to be better prepared for harnessing their CBTS™ qualification - than their counterparts who are yet to go to university or college.

Work Requirements: Track One

Employees holding any of the four BCI specialist level certifications CFPS™/ CBSS™/ CTSS™ and CCIS™ or any other Supervisory level credential can be registered for CBTS™ if they have an experience of at least 3 years in process-performance in teams or they must have worked as senior agents or as senior associates in a BPO organization or in work-places with process-driven service delivery system for at least 3 years.

Work Requirements: Track Two

Employees holding any of the four BCI Associate/ entry level certifications CFPA™/ CBSA™/ CTSA™ and CCIP™ can be registered for CBTS™ if they have an experience of at least 4 years in process-performance in teams or they have worked as senior agents or as senior associates in a BPO organization or in work-places with process-driven service delivery system for at least 4 years.

Work Requirements: Track Three

Employees not holding any professional certification can be can be registered for CBTS™ by employer-organizations if they have an experience of at least 5 years in process-performance in teams or they have worked as senior agents or as senior associates in a BPO organization or in work-places with process-driven service delivery system for at least 5 years.

Age

Ideally, an applicant should have completed minimum 18 years of age at the time of applying for CBTS™. There is no upper age bar, however for any BCI certification program.

Important:BCI is free to demand documentary proofs for the above from an applicant and reserves the rights to reject the candidacy of an applicant at any point of time during the application process in event it is found that the applicant has supplied false information in his/her application form.

CBTS

CBTS™ Exam

The BPO Professional Certifications Board (BPCB) mandates that individuals desirous of acquiring a BCI certifications require to qualify computer–based exams based on the BCI standards framework. All BCI Exams are computer–based tests timed between 120 - 150 minutes. Applicants registered in BCI certification program enjoy the convenience of scheduling and taking their certification exams online. Partner companies, organizations and universities establish their own BCI-approved exam centers connected to the BCI online examination system Credent. In many global locations, certification testing leader ExamStrong™ manages BCI exams offering registrants the facility to take their BCI exams even at home or in office.

CBTS™ Assessment Snapshots

Based on the latest competencies pre-requisites and updated Knowledge under HCMS21 Release 9.14.
  • Exam Code: CD0-001
  • Maximum Marks: 700
  • Passing score: 70%
  • Languages: English

(Soon also in: French, Spanish, Chinese & Arabic)

Assessment Component No. of Questions Length of Test
CBTS™ Domain Knowledge Assessment 75 90 Minutes
Situation Response Test/Assignment 4 40 Minutes
Referee Feedback Reports - -

CBTS™ Training & Preparation Completion Requirements

BCI do not have any such hard and fast rule regarding the training to obtain CBOM™ certification. It depends on the applicant to choose either to register for external training/Master class or opt for self-study.

To enroll for training with BCI, please enquire with a BCI authorized center for the availability of the training session.

Principally, CBTS™ registrants opting for training are automatically directed to the authorized BCI training provider nearest to them in their geography

Self-Study

Another option to prepare for the CBTS™ examination is to study on your own. Many CBTS™ registrants learn and prepare by themselves for the examination. They can do so with the help of online resources and printed reading material provided by a BCI partner.

CBTS™ Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Team Lead Specialists as prescribed under HCMS21 Release 9.14, 2019.
Code Assessment Component
A1 CBTS™ Domain Knowledge
1. Understanding of the BPO Work-Place & Environment

An Overview of BPO Industry & Environment, Typical Organization Structures in BPO Organizations/Service Providers, Communication Structures & Practices, Productivity targets & expectations, Quality targets & expectations, The Demands of Process Orientation & Client-accountability, Group dynamics and inter-personal conflicts, Stress Patterns in BPO Industries Outsourcing

2. Understanding Team-Leadership

Generic Definition & Concept of Team Leadership, Commonly practiced models of Team Leadership in BPO organizations, Issues & Challenges of Team Leadership.

3. The Profile of a typical BPO Team Leaders

Typical roles of a Team Leader, Key Result Areas of a Team Leader, Skills & Competencies of a Team Leader, Career & Growth of a Team Leader.

4. Principles & Techniques of Team Leadership in BPO Organizations

Principles & Objectives of BPO Team Leadership, Drivers of Team Lead Excellence in BPO Organizations, Forming high-potential teams, Mentoring & coaching for Agent Capability Development, Driving Agent Performance, Motivating & engaging Agents for Organizational growth, Team Conflicts Resolution, Retaining Agents.

5. Principles & Techniques of Productivity & Quality

Understanding of Productivity metrics, Understanding of Quality metrics, Planning & Targeting, Agent Performance Measurement & Analysis, Absenteeism Control, Handling workplace crises and contingencies.

6. Contribution to Organization Growth

Contribution to talent engagement initiatives of the Organization, Contribution to talent transformation and agent development initiatives, Contribution to Organizational Climate development.

CBTS™ Assessment Structure & Plan

As prescribed under HCMS21 Release 9.14, 2019.

Components of CBTS™ Assessment Policy for first-time BCI Registrants:
Assessment Category Final Assessment Component Maximum Marks
A1 CBTS‌‌™ Online Assessment 300
S1 Situation Response Test/Assignment 200
R1 Referee Feedback Reports 200
TOTAL 700
Important Note:

  1. All the CBTS™ registrants need to submit Referee Report in order to be considered for the CBTS™ certification

  2. Referee Reports are an analysis of the applicant’s performance, skill and competency developed over the years. This report is usually submitted by Registrant’s senior/supervisor/managers

  3. The manager or senior of the applicant has to submit the report by login into the BCI assessment portal and fill the report.

  4. Usually, all the CBTS™ registrants need to write and submit a project assigned by the BCI. The project consists of 6-8 set of case studies and it is mandatory for the registrant to duly complete and submit it.

  5. A typical Assignment Report would have a word-count of 7000 and carry 200 marks.

  6. Each of the 6-8 Case Situations will have to be responded within 200 words.

CBTS‌‌™ Domain Knowledge Examination Weights
Areas of Professional Knowledge to be Assessed Proportional Weightage in Exam (in %)
Understanding of the BPO Work-place & Environment 10
Understanding Team Leadership 10
The Profile of a Typical BPO Team Leader 10
Principles & Techniques of Team Leadership in BPO Organizations 30
Principles & Techniques of Productivity & Quality 30
Contribution to Organization Growth 10
TOTAL 100

CBTS™ Certification Validity

The CBTS™ credential is valid for three years from the date of certification. The BPO industry and the business process on the whole is evolving and the need to keep the module updated is the basic requirement. The role of Team Leader changes and so does the BCI standards, which is why the applicant needs to either recertify or upgrade to a new level.

Upgrade to become a CBTS™

CBTS™ Recertification

Your CBTS™ Certification valid for 3 years and to continue your qualification, you have to recertify. Recertification implies making your CBTS™ credential valid again before its validity expires in 3 years. Keeping your CBTS™ alive and active through recertification is easy. There will be frequent reminder emails from BCI and from other BCI partners and you simply have to click the links mentioned in these communications, or log into your BCI account and register for CBTS™ recertification. Remember, training is NOT mandatory for recertification and you have to only register and complete some documentary formalities. In case you have not been working for more than last three months at the time of applying for the recertification, you will be required to take the CBTS™ recertification examination. Please click on the links below to know more.

How many times can you Recertify for CBTS™?

BCI permits unlimited number of recertification chances for CBTS™ and your CBTS™ qualification can expire only if it has not been “refreshed” once in three years. However, after two years of your CBTS™ award, you may well consider upgrading to the CBOM™/CBMT™/CBOL™/CBBL™ - the manager-level certifications. You will receive frequent reminders from BCI and other BCI partners on this and there are exciting upgrade offers, which you can grab and get fee discounts.

When to apply for a Recertification for CBTS ™

You should apply for recertification at least 8 weeks prior to the date of expiry of your CBTS™ certification. This date is mentioned on your CBTS™ certification as well. In addition, you receive frequent reminders from BCI to this effect. Remember, if your CBTS™ recertification application is NOT received by BCI till two weeks before the expiry of your certification, your recertification request will be only processed as a fresh CBTS™ application and you will have to pay the applicable full CBTS™ fee.


How to Recertify for CBTS™?

Recertification for CBTS™ is a simple 3-step process:

You can enroll for recertification directly with BCI on one of the BCI portals or take the assistance of any of the authorized BCI training providers nearest to you. Once you register and pay the required fee, you will receive the CBTS™ recertification Voucher and all other relevant information about your training and assessments etc., through email including the login details of your Recertification account. You will directly qualify for the CBTS™ recertification after completing the recertification formalities as mentioned in Step 2 below. Indeed, do remember to enroll early if you want to enjoy the fee benefit!
Once you have applied for a CBTS™ recertification, you are required to complete the following BCI-prescribed formalities after logging into your account:
  • Submission of your latest Curriculum Vitae in the format available on the CBTS™ Recertification section of the BCI portal.
  • Complete the Online Team Leadership Experience Report documenting key aspects of your learnings and achievements since attaining the CBTS™ certification as instructed.
  • You may have to request your manager or the reporting officer (Referee) to submit a Confidential Work-Performance Report for you in the prescribed format. This is done online by your referee by logging in directly into the BCI assessment portal.
  • In case you have not been working for three months or more prior to the date of applying for your CBTS™ recertification, you will be required to take the CBTS™ recertification examination. You can schedule your examination by choosing online a particular date and time combination from the BCI Examination Schedule available in the examination section.
If you qualify all prescribed BCI norms on Knowledge and Competence Prerequisites and have completed your submissions, you become eligible for being considered for the award of the CBTS™ credential. You can expect your CBTS™ Credential Pack to reach you within 30-45 days from the date of declaration of the award decision.
Click here to apply for CBTS‌™ recertification !

Upgrade

Become a Manager – CBOM™ / CBMT™ / CBOL™ / CBBL™

Upgrade from CBTS‌™

All the professional who have attained CBTS™ Certification and wish to move to the next managerial level can opt to upgrade to CBOM™/CBMT™/CBOL™/CBBL™, 24 months after attaining the CBTS™.

The trend in Asia has been to upgrade to CBOM™/CBMT™/CBOL™/CBBL™‌ rather than recertifying because three years onwards their professional life, they have gained enough experience to be on the managerial side in their career.

The procedure to upgrade to CBOM™/CBMT™/CBOL™/CBBL™ is quite simple, and BCI also helps you to be update about all the information through communication emails. You have to simply click on the links and the rest will follow the suit.

When to apply for an Upgrade from CBTS™?

The best time to apply for an upgrade to CBOM™/CBMT™ is exactly 24 months after attaining your CBTS™ credential.


How to Upgrade from CBTS‌™?

It is a simple 3-step process:

To register for the CBTS™ Upgradation Program you can either come in contact with a local authorized BCI training provider or opt for a simple online procedure. After the registration, you will be guided to further process which includes paying the fee, receiving the upgradation vouchers and obtaining information about training and assessment. BCI will send you the login details and the exciting offers if you are an early bird to enroll.
Once you have applied for a CBOM™/CBMT™/CBOL™/CBBL™ upgradation, you are required to complete the following BCI-prescribed formalities after logging into your account:
  1. Submission of your latest Curriculum Vitae in the format available on the CBOM™/CBMT™/CBOL™/CBBL™ Upgradation section of the BCI portal.
  2. After attaining the CBTS™ certification what has been your progress, needs to be submitted in the Online Team Leadership Experience Report format.
  3. You may have to request your manager or the reporting officer (Referee) to submit a Confidential Work-Performance Report for you in the prescribed format. This is done online by your referee by logging in directly into the BCI assessment portal.
  4. Take the CBOM™/CBMT™/CBOL™/CBBL™ Upgrade examination. The question paper is different for a CBTS™ applicants and non- CBTS™ applicants the applicants can choose the date and time on which they wish to appear for the examination.
3. If you qualify all prescribed BCI norms on Knowledge and Competence Prerequisites and have completed your submissions, you become eligible for being considered for the award of the CBOM™/CBMT™/CBOL™/CBBL™ credential. You can expect your CBOM™/CBMT™/CBOL™/CBBL™ Credential Pack to reach you within 30-45 days from the date of declaration of the award decision.
Click here to apply for an Upgrade from CBTS™ !

The Digitally Badged CBTS™

The CBTS™ is digitally badged now and this way it becomes a global credential- Which means your prospective colleagues and employers can verify it easily once you share your CBTS™ accreditation digitally with them.

A digitally-badged CBTS™ adds a touch of credibility to your professional presence online. You can easily portray your well-earned CBTS™ credential on your LinkedIn profile, social media platforms and in your email signatures. It's your most reliable, secure and authentic token of your potential capabilities and promise for taking over talent management roles with distinction. The CBTS™ digital badge is a secure and verifiable token of your CBTS™ qualification comprising a secure digital link to the BPO Team Lead cloud, where the authenticity of your accreditation can be validated rapidly by those who you have allowed to.

Digitally Badge
Credential Case

The CBTS™ Credential Case

The moment you enroll CBTS™ Certification exam, a classy credential case awaits you. This astounding box including the CBTS™ Credential works as a motivator to work better for qualifying the exam. With the credential also comes another incentive in the form of a label pin, which displays your accreditation to be positioned on the top pockets.