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WorksheetsISA 111 Quiz No. 1.1
Total questions: 10
Worksheet time: 8mins
What is the definition of a Call Center?
A place where low volume of calls or e-mails are being made and received
A place where high volume of calls or e-mails are being made and received
A place where only calls are being made and received
A place where only e-mails are being made and received
What is the definition of Back Office Outsourcing?
Delegation of a company's back office operations to a third-party provider
Delegation of a company's customer service operations to a third-party provider
Delegation of a company's marketing operations to a third-party provider
Delegation of a company's front office operations to a third-party provider
What are the services related to customer interactions in Front Office Outsourcing?
Inbound or outbound sales, data entry, payroll and accounting, and IT support
Inbound or outbound sales, help desks, customer service centers, and telemarketing
Human resource, data entry, payroll and accounting, marketing, and IT support
Data entry, payroll and accounting, marketing, and IT support
What are the types of Voiced-Based process in BPO?
Inbound Voice process and Outbound Voice process
Inbound Voice process and Non Voice or Data Processing Operation
Outbound Voice process and Non Voice or Data Processing Operation
Inbound Voice process, Outbound Voice process, and Non Voice or Data Processing Operation
What is the definition of Non Voice or Data Processing Operation?
A data entry job with bit of calling
A job that requires talking to the customers
A job that involves only data entry
A job that involves only calling
What is the movement of business processes from inside the organization to an external service provider called?
Business Process Outsourcing
In-house processing
Business Process Integration
Business Process Automation
What is Offshore BPO?
BPO that is contracted with the company's own country
BPO that is contracted to a company's neighboring country
BPO that is contracted outside a company's own country
BPO that is contracted within the company's own country
What is the fundamental proposition that BPO is based on?
Organizations should focus on what they do best and outsource everything else
Organizations should outsource everything and focus on what they do best
Organizations should not outsource anything and focus on everything
Organizations should outsource everything and not focus on anything
In practice, what does the concept of BPO seem to invite?
A new set of challenges that may solve more problems than it is supposed to cost
A new set of solutions that may solve more problems than it is supposed to cost
A new set of challenges that may cost more than the problems it is supposed to solve
A new set of solutions that may cost more than the problems it is supposed to solve
What are the BPO International Hotspots?
India, China, Mexico, United States, and Canada
India, China, Mexico, United States, and Japan
India, China, United States, Philippines, and Japan
India, China, Mexico, United States, and Philippines
