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CBOM‌® program is designed for senior professionals in BPO service operations whose wish is to grow in their Careerss and handle more challenging role of managing operations of a large BPO organization.

CBOM® Benefits

  1. Global Recognition: CBOM‌® has emerged as the most preferred international qualification for professionals and executives handling (or who are shortly) going to handle Operations Management 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 CBOM‌® certified professionals as they are in the elite international league of high-performers – well trained in their craft and work domain.

  2. Careers Advantage: CBOM‌® qualified professionals enjoy the international qualification advantages in their Careerss and become globally mobile resources with high salaries and perks. CBOM‌® 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 operations management involving technology, process knowledge and high doses of managerial capabilities.

  3. Employer Benefits: CBOM‌® 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. 

Who Should Acquire the CBOM®


Your CBOM‌® certification is valid exactly for 3 years from the date of award. Since the standards evolve in tandem, all CBOM‌® certified individuals are required to either recertify or upgrade to the new level. An application for re-certification has to be made at least 8 weeks prior to the date of expiry of your CBOM‌® certification.


You can upgrade to the leader level BCI qualification the CBOL® - Certified BPO Operations Leader – minimum 24 months after attaining your CBOM® Certification. The following trends internationally may just help you take a better decision:



Assessment Component


CBOM® Domain Knowledge

  1. Understanding of the Business Process Outsourcing (BPO) Industry
    • The phenomena, concept & types of Business Process Outsourcing.
    • Structure & Offerings of the Global BPO Industry.
    • Trends, Issues and challenges of the Global BPO Industry.
  2. Operations Management Function in BPO Organizations
    • Generic Definition & Concept of Operations Management.
    • Commonly practiced Models of BPO Operations Management.
    • Generic Process Components of BPO Operations Management.
    • Issues & Challenges in BPO Operations Management.
    • Strategic Importance of Operations Management Excellence
  3. The Profile of a BPO Operations Manager
    • Roles of an Operations Manager.
    • Typical Key Result Areas of an Operations Manager.
    • Skills & Competencies of an Operations Manager.
  4. Principles & Techniques of Service Delivery & Work Environment Management
    • Principles & Objectives of Service Delivery Management in BPO Organizations.
    • Resource Budgeting and Costing.
    • Knowledge Management for Operational Excellence in BPO Organizations.
    • Workforce Optimization.
    • Service Process development.
    • Client-Process Migration.
    • Service Delivery Management.
    • Service Productivity Management.
    • Service Quality Management.
    • Work Environment Management.
  5. Principles & Techniques of Client-Account Management
    • Basics of Account Management.
    • Characteristics & Elements of a BPO Client Account.
    • Management of Service Level Agreements (SLAs).
    • Managing Client Communication.
    • Performance Reporting to Clients.
  6. Principles & Techniques of People Management
    • Team Recruitment.
    • Team Induction and Deployment.
    • Team Engagement.
    • Talent Transformation.
    • Performance Planning & Development.
    • Performance Measurement, Analysis & Review.
    • Building Empowered Teams.
    • Managing Retention.
    • Coaching & Mentoring.
  7. Contribution to Other Functions and Organization Growth
    • Industry Monitoring, Prospecting & Competition Watch.
    • Contribution to New Business Acquisition.
    • Representing Organization in Events and Public Platforms.

Candidacy requirements define the parameters on the basis of which an applicant shall be evaluated fit for applying for a particular certification. Candidacy requirements will vary across certifications.

Educational Requirements

Applicants for CBOM‌® should have a decent exposure to computer-use and have at least completed 14 years of formal education at the time of applying for CBOM‌®.

Professional/Work Requirements

  • Applicants who come from non-BPO backgrounds.
  • are required to have minimum SEVEN years of supervisory or assistant managerial experience in the operations/service delivery departments of recognized organizations in banking, insurance, retailing, telecommunications, information technology, travel, hospitality, transportation and public utility services.

  • For applicants who have a BPO or a call center background.
  • The minimum prescribed work experience requirement is 5 years of which a minimum of THREE years should be in the supervisory roles in one or a combination of
    operations management sub-functions in recognized BPO organizations, collection centers, call centers or customer support outfits.

  • For applicants who have the CBTS‌® certification.
  • The minimum prescribed work experience requirement is 3 years of which, a minimum of 2 years after the CBTS‌® award should be in senior supervisory or team-lead roles in one or a combination of operations management sub-functions in recognized BPO organizations, collection centers, call centers or customer support outfits.


Ideally, an applicant should have completed minimum 23 years of age at the time of applying for CBOM‌®. There is no upper age bar for any certification program