Performance: The basic parameter of a certification agency includes testing the performance level of a company. They see whether the organization has been meeting the minimum target level or not. If they are meeting the targets, then the consistency of the company is seen over a period of time, which can extend from six months to one year. If the company has not been meeting the target then the agency sees what efforts have been employed towards attaining those targets.

Quality Monitoring: The certification agencies do quality monitoring from the end-users’ perspective. A company might be maintaining very high quality standards internally but the end user experience might not be up to the mark. Being in a service industry where resolution of customer’s problem is the primary objective, what matters most is the accuracy with which an issue is resolved. The agency monitors number of mistakes done while resolving an issue and steps taken to reduce the mistakes.

Training Testing: The level of training imparted to the employees is measured on the pass-fail threshold. The agency tests the employees and ranks them accordingly which in turn is added towards the overall performance of the company.

Forecasting and Scheduling: This includes estimating the workflow in the future and deciding on the manpower to be used accordingly. The certification agency sees how efficient is the company in managing its resources. While some companies have huge buffers which means loss of manhours while some might pressurize agents to do more. All this needs to be kept in mind in the final ratings.

Planning and Reviewing the Whole System: Planning forms the base on which the success of a company is dependent. Without planning the process being implemented would not succeed. Similarly, a BPO company has to review its processes to keep pace with client requirements and technological changes. Certification auditors take into account the efficiency in planning and reviewing system while estimating the company’s capabilities.