ISA 111 Quiz No. 1.1

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