Knowledge Check - Day 1

This is a process when a company contracts out specific business processes or tasks to external service providers.

• Contact Center

• Omni-channel

• Business Process Outsourcing

• Call Center

This is the year when the BPO sector had its humble beginnings in the Philippines.

• 1992

• 1990

• 1995

• 1993

This is a technology that allows humans to interact with a computer-operated phone system through the use of voice.

• ACD

• IVR

• CRM

• CTI

This is an integrated automated communications system that supports customer interactions across a range of channels, including phone calls, email, Web chat, Web collaboration, and the emerging adoption of social media interactions, and is distinct from telephony-only call centers.

• Business Process Outsourcing

• Call Center

• Customer Relationship Management

• Contact Center

This BPO industry is where Convey Health Solutions falls under and is expected to reach $6.2 trillion by 2028.

• Banking and Finance

• Travel and Hospitality

• Healthcare

• Retail

In 2010, this landmark legislation was signed into law by then President Barrack Obama.

• Medicare

• Affordable Care Act

• Medicaid

• Cheaper Medicine Act

This is the year when Convey Health Solutions was founded.

• 2001

• 2006

• 2003

• 2000

These are the values that Convey upholds.

• Integrity, Honesty, Care

• Care, Service, Devotion

• Compliance, Integrity, Excellence

• Integrity, Teamwork, Compliance

This facility primarily primarily focuses on handling voice calls, both inbound and outbound. The telephone is the primary communication channel for interactions between customers and agents.

• Contact Center

• Back-office

• Call Center

• KPO

This is a multidimensional or rather a more fluid approach supporting the customer journey. All channels are made available to the consumer and they are connected.

• Multi-channel

• Omni-channel

• Front-Office

• Back-Office