Pre/Post Test-ICT-CCS-Delivering Quality Customer Services

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

• Business Process Outsourcing

• Customer Relationship Management

• Information Technology Enabled Services

• Knowledge Process Outsourcing

Software development, data entry, programming, and web development services are examples of services under _________.

• Business Process Outsourcing

• Customer Relationship Management

• Information Technology Enabled Services

• Knowledge Process Outsourcing

It includes customer-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 _________.

• Onshore 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

• Onshore Outsourcing

• Offshore Outsourcing

• Nearshore Outsourcing

It is system is being carried out online with the data being held at a third party’s premises and accessed via the web. This type of BPO is a means to save physical office space so one may retrieve information quickly and easily.

• Accounting

• Document Management

• Procurement

• Software Development

It involves managing requests for information or proposals and recommending the best potential suppliers, selecting suppliers, and issuing/managing legal contracts.

• Accounting

• Document Management

• Procurement

• Software Development

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 Management

• Software Development

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

• matrix

• metrics

• rubrics

• rating