Working in the BPO

What does BPO stand for?

• Business Performance Organization

• Business Process Outsourcing

• Balance Payment Order

• Business Partnership Outsourcing

What are the three types of BPO?

• Offshore, Nearshore, Domestic

• International, Global, Multinational

• Local, Export, Import

• Domestic, International, Regional

What is the BPO type where the client is based in the US and the contact center is in the Philippines?

• Domestic

• Nearshore

• Offshore

• Farshore

This is a department is a department that manages customer interactions across multiple channels, such as social media, email, voice, and online chat.

• Support Center

• Call Center

• Service Center

• Contact Center

How much does the BPO Industry nearly contribute to the Philippine Economy every year?

• $15 Billion

• $30 Billion

• $40 Billion

• $50 Billion

What's the common term for a supervisor in the contact center?

• Team Leader

• Operations Manager

• Associate Director

• Director

They are responsible in sourcing BPO companies for their industry to provide customer service for their products and/or services.

• Directors

• Owners

• Clients

• Vice Presidents

Generally, customer service representatives are more commonly known as

In the BPO Call Center, this team manages the call volume, daily attendance, and break schedules of agents.

• Training Team

• Operations Team (Ops)

• Quality Assurance (QA) Team

• Workforce Management (WFM)

In the BPO Call Center, this team ensures that agents are equipped with the skills and knowledge to provide excellent customer service.

• Training Team

• Operations Team (Ops)

• Quality Assurance (QA) Team

• Workforce Management (WFM)