Preliminary Quiz in SMFBPO-2

1. It’s when a company hires another company to do certain tasks for them.

• Business Product Outsourcing
• Business Process Outsourcing
• Nearby Country Outsourcing
• Offshore Outsourcing

2. If Shopee hires Convergys which is a call center, then Shopee is basically the ______.

• Employer
• Employee
• Account
• Line of Business

3. It is simply an office where agents make and receive calls or send and answer emails.

• Back Office
• Front Office
• Avaya
• Call Center

4. It is when agents wait for calls from customers.

• Outbound
• Inbound
• Blended
• Escalation

5. They are agents who are more on a technical side like fixing a computer or internet connection.

• TSR
• CSR
• Sales Representative
• Hybrid Agent

6. It is the transition period between training and the time you start taking actual calls.

• a. Product Training
• b. Supervisors Call
• c. Coaching
• d. Nesting

7. In a call center, ACW means ___________.

• a. After-Calling Wait
• b. About-Call Work
• c. After-Call Work
• d. Acquired-Call Work

8. What is the opposite word for queuing?

• a. Escalate
• b. De-escalate
• c. Coaching
• d. Avail

9. It is a test where you, as an applicant or as a trainee, act as a call center agent while your trainee or interviewer acts as your customer.

• a. Chat Simulation
• b. Mock Call
• c. Role Play
• d. Sup Call

10. It means that there are lots of customers waiting on the line.

• a. Call time
• b. Queuing
• c. Avail
• d. Huddle