BPO Standards
Contact Industry Hub advocates best practices among outsourcing end users, vendors and other companies which support outsourcing, such as legal firms, consultancies and HR. The Business Process Outsourcing and Offshoring Operations Standards boost the effectiveness and success of outsourcing, through the promotion of best practice and innovation in the application and development of outsourcing.
The standards cover the requirements for quality operational practices in the BPO industry where any such operation:
- Needs to demonstrate the ability to provide clients and customers with products or services (or both) of consistent quality that continuously and proactively satisfy clients and customers
- Needs to demonstrate that it meets applicable legal and regulatory requirements, and
- Needs to demonstrate to clients that it meets clearly defined KPI’s/KPA’s and/or other terms of a service level agreement
- Strives continuously to enhance client (for outsourced services), organizational (for captive services) and customer satisfaction
The Business Process Outsourcing and Offshoring Operations Standards can be purchased and downloaded from the SABS website:
The following links lead to information on South Africa’s Business Process Outsourcing (BPO) Sector Standards
Articles on SA's BPO Standards
The South African standards developed for BPO&O adaptable to other services worldwide
2007-07-03
The South African Bureau of Standards (SABS) is adopting a suite of industry-developed standards for call centres. SABS is also looking at developing the standards for business process outsourcing and offshoring (BPO&O) in general, and even to the service sector as a whole.
South Africa’s Business Process Outsourcing (BPO) Sector Standards released
2007-06-06
The requirements of the Generic standards are intended to be applicable to all BPO&O organisations, regardless of type, size and products or services provided.
Standards for Africa
2006-07-31
Good progress has been made with regard to a globally attractive Code of Best Practice and further industry standards. Originating from South Africa, these standards have fantastic potential for African and global application.
South African BPO&O Standards? What is all the Fuss about?
2006-08-01
South Africa’s collective management practices and principles have been formalised and embodied in an Industry Standard. This massive undertaking has taken a year to complete and has included input from over 70 major ‘Industry Players’ as well as consideration of research done of all the International Standards available. The result is three comprehensive quality standards.
BPO Standards News
Kenya BPO Society Standards And Ethics Guidelines Launch
2008-07-26
The Kenya BPO & Contact Centre Society has launched its draft Standards & Ethics Guidelines for the Kenyan BPO & Contact Centre Industry. These guidelines have been developed by the Standards & Ethics Committee of the Kenya BPO and Contact Centre Society (KBPOCCS).The Permanent Secretary of the Ministry of Information and Communications – Dr Bitange Ndemo, was the Chief Guest at the launch. This demonstrates the Government’s commitment to the growth and development of a strong BPO and Contact Centre industry in Kenya. Read more
