Understanding BPO Industry

What are the two main categories of the BPO industries?

• Back Office Outsourcing

• Front Office Outsourcing

• Both A and B

• None of the above

What is offshore outsourcing?

• Outsourcing contracted within the same country

• Outsourcing contracted outside a company's home country

• Outsourcing contracted to a neighboring country

• None of the above

What is the practice of obtaining business-critical, high-level services from someone not employed by the company, but within the same country?

• Offshore Outsourcing

• Nearshore Outsourcing

• Onshore

• None of the above

What are the basic services within the BPO industry?

• Finance and Accounting

• Document Management

• Procurement

• All of the above

What is the role of a call center?

• Facilitating large amounts of inbound and outbound telephone calls

• Providing technical support

• Handling customer complaints

• All of the above

What is data cleansing?

• A system of phoning contacts to ensure details are correct

• A method of cleaning data in databases

• A process of removing unnecessary data

• None of the above

What are some fields where one could work under the BPO industry?

• Customer Service

• Technical Support

• Accounting

• All of the above

What is the primary benefit of outsourcing business processes?

• Cost Reduction

• Increased Control

• None of the above

• Enhanced Quality

Which of the following is a common challenge faced by BPO companies?

• None of the above

• High Employee Turnover

• Improved Efficiency

• Increased Customer Satisfaction

What is the main purpose of Business Process Management (BPM) in BPO?

• None of the above

• To increase the number of employees

• To streamline and optimize business processes

• To reduce the number of services offered