TLE 10 (CONTACT CENTER SERVICES) LONG QUIZ

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

It includes costumer related services such as marketing or technical support

• Back office outsourcing

• front office outsourcing

• offshore outsourcing

• nearshore outsourcing

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

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

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

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

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

• matrix

• metrics

• rubrics

• rating

In a call center, this measures how effective your agents are utilized their time and how efficient they are in balancing the various aspects of their job.

• time metrics

• productivity metrics

• quantity metrics

• quality metrics

Customer service, satisfaction score, escalation rate and resolution time are all under_____________________________.

• time metrics

• productivity metrics

• quantity metrics

• quality metrics

The costumer become angry, and speaking to someone of higher authority will be a prerequisite to calming down. This example falls under __________________________.

• average call duration

• call quality

• escalation rate

• resolution rate