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TLE 10 (CONTACT CENTER SERVICES) LONG QUIZ

Authored by Renan Siguan

Instructional Technology

10th Grade

Used 25+ times

TLE 10 (CONTACT CENTER SERVICES) LONG QUIZ
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40 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It refers to the management of one or more specific business processes or functions by a third party.

Business Processing Outsourcing

Costumer Relationship Management

information Technology enabled Services

Knowledge Process Outsourcing

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It includes costumer related services such as marketing or technical support

Back office outsourcing

front office outsourcing

offshore outsourcing

nearshore outsourcing

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It 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

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When a Singapore-based company subcontracts a Philippine-based company to do software programming, it is called____________________.

Back office outsourcing

front office outsourcing

offshore outsourcing

nearshore outsourcing

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

HSBC, a US-based finance company, hired an indian-based BPO to manage its online credit card inquiry and funds transfer. the type of outsourcing shown here is __________________.

Back office outsourcing

front office outsourcing

offshore outsourcing

nearshore outsourcing

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

accounting

call center

document manager

software management

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

It is a set of measurement to quantify performance and results in the call center world.

matrix

metrics

rubrics

rating

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