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The GSQI Evolution

The GSQI Evolution

GSQI origins can be traced back to late 2008 when the Service Quality Audit Control Council (SQAC) of the BCI Enterprise Standards Board (BESB) of the BPO Certification Institute established a special committee to develop cross-industry benchmarks for enriching its Service Delivery Master Standards (SDMS).

This committee studied more than 70 large organizations across the world in an attempt to understand the service quality practices and standards they deploy to keep their stakeholders delighted and their costs and revenues optimized. The report titled Cross-Industry Benchmarking Report (CIBR) generated by this committee for the seventh upgrade of the BCI SDMS – the release 1.6, played the seed for the GSQI in United States.

There were several requests by large diversified BCI client organizations and also governments regarding certifying their customer service workforce and businesses there were not in BPO, and this kick-started a special BCI effort to build a generic service delivery quality framework for professional and enterprise certifications, drawing from the Service Delivery Master Standards and the CIBR. Quickly later, the three flagship professional certifications – those for customer service associates, specialists and leaders – were floated for worldwide tests and validations. Simultaneously, the Customer Service Quality certifications for organizations were developed and released for global validations.