COPC – 2000® CSP is the world’s leading standard for the BPO and Customer Contact Centre space. The COPC-2000® CSP certification is awarded to Customer Service Providers (CSPs) that meet comprehensive operations performance requirements in critical functional areas important to outsourcers and their customers. The COPC certification was developed in 1995-96 by individuals from Microsoft, Dell, Motorola, American Express and other companies and is recognized worldwide as the leading standard of excellence for customer contact and fulfilment centres. ICICI OneSource is the world’s first BPO Company to achieve COPC-2000® certification for back office processing.
Link: http://www.copc.com/

Developed by the International Association of Outsourcing Professionals (IAOP), the Certified Outsourcing Professional (COP) designation distinguishes individuals in the field of outsourcing. This designation is valuable to individuals working as customers, service providers or advisors. The IAOP, a member-based organization, was launched in 2005 and has 55,000 outsourcing professionals listed in its database.
Link: http://www.iaop-cop.com/

Six Sigma is both a management practice as well as a capability measure. Six Sigma as a management practice refers to the business initiative undertaken at an enterprise to systematically enhance the capability of its business processes to better meet or exceed customer specifications, resulting in a tangible business gain. QAI is a leading global consulting organization (Asia’s largest and world’s third largest organization) addressing operational excellence in IT, BPO and Knowledge intensive organizations. It provides customized interventions of training, consulting, mentoring for Six Sigma deployment in BPO and Customer

Contact Centres.
1. Yellow Belt
2. Green Belt
3. Black Belt
Link: Recognised institute across the globe

The eSourcing Capability Model for Service Providers (eSCM-SP) is a framework developed by ITSqc at Carnegie Mellon University. The eSCM-SP is a “best practices” capability model with three purposes: (1) to give service providers guidance that will help them improve their capability across the sourcing life-cycle, (2) to provide clients with an objective means of evaluating the capability of service providers, and (3) to offer service providers a standard to use when differentiating themselves from competitors.
Link: http://itsqc.cmu.edu/

NASSCOM has partnered with QAI to introduce certification programs for frontline management in ITES-BPO organizations. These programs are
Certified BPO Team Leader, Level 1 (CBTLSM-1)
Certified BPO Quality Analyst (CBQASM) and
Certified BPO Team Leader Level 2 (CBTLSM-2)
Link: http://www.nasscom.org/Nasscom/templates/NormalPage.aspx?id=28800