CCS 10 - Basic Services within the BPO Industry

Fill in the Blank

Attendance

Type PRESENT

Fill in the Blank

What do you think does BPO stand for?

Multiple Choice

BPO that is contracted to a company's neighboring country. The cost base of these countries is still lower, but geographical proximity and cultural similarities can create an easier working relationship.

• Back Office Outsourcing

• Front Office Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

Multiple Choice

This includes customer-related services such as marketing or technical support.

• Back Office Outsourcing

• Front Office Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

Multiple Choice

is outsourcing contracted outside a company's home country. This is done when high-volume, low-complexity tasks are processed in a country with a significantly lower cost base than where the service has become more sophisticated.

• Back Office Outsourcing

• Front Office Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

Multiple Choice

This includes internal business functions such as billing, purchasing, payroll of employees, and other similar tasks.

• Back Office Outsourcing

• Front Office Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

Multiple Choice

is an entirely different scheme. It is the practice of obtaining business-critical, high-level services from someone not employed by the company, but within the same country.

• Back Office Outsourcing

• Front Office Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

Multiple Choice

Access to data is a must in the business world. Even small companies generate large amounts of data and recording and storing these can be time consuming and expensive.

• Finance and Accounting

• Document Management

• Procurement

• Software Development

Multiple Choice

This is increasingly being outsourced or ‘off-shored’, with _________ teams based in areas such as Central and Eastern Europe and Asia where there is access to highly-educated, low-cost personnel. This is because the social costs in these growing economies are currently way lower than in Western economies.

• Finance and Accounting

• Document Management

• Procurement

• Software Development

Multiple Choice

This involves looking for appropriate suppliers, monitoring supplier performance, implementing appropriate processes and procedures, managing requests for information or proposals and recommending the best potential suppliers, selecting suppliers and issuing or managing legal contracts.

• Finance and Accounting

• Document Management

• Procurement

• Software Development

Multiple Choice

Processes related to finances have to be accurate. In most instances, this cannot be replaced by mere accounting software. It requires resources and procedures like raising invoices, matching them with purchase orders and reconciling bank accounts.

• Finance and Accounting

• Document Management

• Procurement

• Software Development

Multiple Choice

Call center agents place calls to customers in order to obtain information or sell products and services

• Customer Service

• Telemarketing and Telesales

• Data Cleansing

Multiple Choice

Customers that call for transactions like order processing, administrative assistance like complaints or billing questions can be handled by customer service call centers.

• Customer Service

• Telemarketing and Telesales

• Data Cleansing

Multiple Choice

is a system of phoning the contacts within a database in order to ensure that all the details such as names, phone numbers and the like are correct.

• Customer Service

• Telemarketing and Telesales

• Data Cleansing

Multiple Choice

a subset of BPO, is a centralized office that facilitates large amounts of inbound and outbound telephone calls.

• Call Center

• Legal Services

Multiple Choice

This is a good example of KPO. Lawyers commonly handle this type of a job. This may involve monitoring old contracts and licensing agreements to managing documentary evidence for product-liability cases.

• Call Center

• Legal Services