This recommended practice specifies generic requirements for quality operational practices in the business process outsourcing and offshoring sector (the "BPO&O sector"), including captive operations relating to inbound contact centre operations, in any sector of industry, regardless of type and size, where any such operationa) 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,b) needs to demonstrate that it meets applicable legal and regulatory requirements, and NOTE This recommended practice is intended to complement general legislative requirements, as well as those legislative and industry body requirements relevant to any specific industry sector (or "vertical sector"). c) strives continuously to enhance client (for outsourced services), organizational (for captive services) and customer satisfaction through the effective application of this recommended practice and the continual improvement of operational practices.
2. This recommended practice specifies when systems' performance metrics are required.