WorksheetsWorking in the BPO
Total questions: 12
Worksheet time: 7mins
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
(a)
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)
In the BPO Call Center, this team maintains operational efficiency and nurture customer satisfaction. They handle the call volume. This is where front liners or agents are part of.
Training Team
Operations Team (Ops)
Quality Assurance (QA) Team
Workforce Management (WFM)
In the BPO Call Center, this team audits call interactions to ensure that they are aligned with business goals.
Training Team
Operations Team (Ops)
Quality Assurance (QA) Team
Workforce Management (WFM)
