BAED-ICT2114

CONTACT CENTER
SERVICES WEEK 1-10
Meron ibang question na wala dto!!
Sana makatulog
By: Janine Francisco
It  is carried out online with the data being held at a third party’s premises and accessed via
the web.

Select one:
a.
Procurement

b.
Call centers

c.
Document Management

d.
Software Development

e.
Finance and Accounting
Feedback
Your answer is correct.
The correct answer is: Document Management

Question 2
Correct
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Question text
A subset of BPO, is a centralized office that facilitates large amounts of inbound and
outbound telephone calls.

Select one:
a.
Legal Services
b.
Procurement

c.
Document management
 d.
Call centers

e.
Software Development
Feedback
Your answer is correct.
The correct answer is: Call centers

Question 3
Correct
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Question text
The industry in which the call center industry operates is global, making it an extremely
competitive industry

Select one:
a.
Call centers

b.
Legal Services

c.
Procurement

d.
Document Management

e.
Soft Development
Feedback
Your answer is correct.
The correct answer is: Legal Services

Question 4
Correct
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Question text
This involves looking for appropriate suppliers, monitoring supplier performance,
implementing appropriate processes and procedures, managing requests for information or
proposals and recommending the best potential suppliers, selecting suppliers and issuing or
managing legal contracts.

Select one:
a.
Document Management

b.
Legal Services

c.
Call Centers

d.
Procurement

e.
Finance and Accounting
Feedback
Your answer is correct.
The correct answer is: Procurement

Question 5
Correct
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Question text
It requires resources and procedures like raising invoices, matching them with purchase
orders and reconciling bank accounts.

Select one:
a.
Procurement

b.
Software Development

c.
Document Management

d.
Legal Services

e.
Finance and Accounting
Feedback
Your answer is correct.
The correct answer is: Finance and Accounting

Maintaining a calm demeanor and mental state when situations and emotions escalate to
higher levels

Select one:
a.
Time management

b.
Decision making
c.
Peer coaching
d.
Team with others

e.
Management Stress
Feedback
Your answer is correct.
The correct answer is: Management Stress

Question 2
Correct
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Question text
Basic knowledge of computer usage, Windows applications, e-mail and internet and the
ability to learn organization- specific software – requirement

Select one:
a.
Technical Literacy

b.
Peer coaching

c.
Multi-tasking

d.
Business acumen

e.
Change management
Feedback
Your answer is correct.
The correct answer is: Technical Literacy

Question 3
Correct
Mark 1.00 out of 1.00
 Flag question

Question text
Built to use available time and resources to address assigned tasks and customer issues

Time Management
Answer: 
Feedback
The correct answer is: Time Management

Question 4
Correct
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Question text
It is the most essential part of the communication

Message
Answer: 
Feedback
The correct answer is: Message

Question 5
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Question text
Managing multiple priorities or assignments simultaneously
Select one:
a.
Peer coaching

b.
Multitasking

c.
Peer coaching

d.
Time management

e.
Decision making
Feedback
Your answer is correct.
The correct answer is: Multitasking

Question 1
Correct
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Question text
This deals with troubleshooting of the client’s product.

Select one:
a.
Booking

b.
Technical Support

c.
Counseling
 d.
Sales

e.
Data Gathering
Feedback
Your answer is correct.
The correct answer is: Technical Support

Question 2
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Offering support and guidance to co – workers

Select one:
a.
Teaming with others
b.
Peer coaching

c.
Decision Making
d.
Multi-tasking

e.
Change management
Feedback
Your answer is correct.
The correct answer is: Peer coaching

Question 3
Correct
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Question text
A technique of exceeding consumer expectations and minimize complaints such as
providing consumers with Frequently Asked Questions (FAQs) is

Select one:
a.
Keeping quality consistent

b.
Developing skills

c.
Educating customer

d.
Desire to solve problems

e.
Putting policies in place

Feedback
Your answer is correct.
The correct answer is: Educating customer

Question 4
Correct
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Question text
It is a way to make the customer feel that his call is important to you.
 

Select one:
a.
giving responsibility

b.
Listen attentively to what your customer is saying.

c.
Be understanding.

d.
Treat complainants as valued customer.

e.
Act and speak calmly.

Feedback
Your answer is correct.
The correct answer is: Listen attentively to what your customer is saying.

Question 5
Correct
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 Flag question

Question text
These include assistance that make use of toll-free telephone service designed to assist
callers on matters that may include the physical, mental emotional or spiritual well- being.

Select one:
a.
Counseling

b.
Directory

c.
Sales

d.
Academic Instruction

e.
Data Gathering
Feedback
Your answer is correct.
The correct answer is: Counseling

Question 1
Correct
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Question text
It includes activities that require greater skill, knowledge, education, and expertise to handle.

Select one:
 a.
Back Office Outsourcing

b.
KPO

c.
ITES

d.
Front Office Outsourcing

e.
Offshore Outsourcing
Feedback
Your answer is correct.
The correct answer is: KPO

Question 2
Correct
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Question text
This is done when high-volume, low-complexity tasks are processed in a country with a
significantly lower cost base than the home country of the company.

Select one:
a.
KPO

b.
Nearshore Outsourcing

c.
Offshore Outsourcing

d.
Onshore Outsourcing
 e.
ITES
Feedback
Your answer is correct.
The correct answer is: Offshore Outsourcing

Question 3
Correct
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Question text
It includes  customer-related services such as marketing or technical support.

Select one:
a.
BPO

b.
Nearshore Outsourcing
c.
Onshore Outsourcing
d.
Front Office Outsourcing
e.
Back Office Outsourcing
Feedback
Your answer is correct.
The correct answer is: Front Office Outsourcing

Question 4
Correct
Mark 1.00 out of 1.00
 Flag question

Question text
It is an outsourcing contracted outside a company's own country

Select one:
a.
Back Office Outsourcing

b.
Onshore Outsourcing

c.
Nearshore Outsourcing

d.
Offshore Outsourcing

e.
KPO
Feedback
Your answer is correct.
The correct answer is: Offshore Outsourcing

Question 5
Correct
Mark 1.00 out of 1.00

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Question text
Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing

A company that takes orders of products

 Back Office Outsourcing
Answer: 
Feedback
The correct answer is: Back Office Outsourcing

It is a system whereby an organization can sub- contract certain areas of work to a third
party organization that specializes on the task to be done.

Outsourcing
Answer: 
Basic knowledge of computer usage, Windows applications, e-mail and internet and the
ability to learn organization- specific software – requirement

Select one:
a.
Peer coaching

b.
Change management

c.
Business acumen

d.
Multi-tasking

e.
Technical Literacy
Offering support and guidance to co – workers

Select one:
a.
Peer coaching

b.
Teaming with others
 c.
Multi-tasking

d.
Change management

e.
Decision Making
These involve on-line tutorial call centers and other academic institutions such as ESL for
Japanese learners.

Select one:
a.
Directory

b.
Sales

c.
Counseling

d.
Academic Instruction

e.
Data Gathering

Its main task is providing customers with product and service information.

Select one:
a.
Sales 

b.
Data Gathering

c.
Academic Institution

d.
Travel advisories

e.
Directory
It is not pleasant to deal with. Communication with such an individual is likely to be
combative and "black and white."

Select one:
a.
Assertive

b.
Passive

c.
Non verbal

d.
Oral Communication

e.
Agressive

 It is a process of creating and sharing ideas, information, views, facts, feelings, etc. among
the people to reach a common understanding.

Select one:
a.
Communication

b.
Nonverbal Communicaiton

c.
Agressive

d.
Passive

e.
Assertive

Like instant messaging, most video chatting is conducted over Internet protocols that
stream images from one device to another.
Select one:
a.
Email
b.
Video Chat

c.
Web Pages
d.
Text and Instant Messaging

e.
Forum

The content may be simple text, but it might also contain multimedia files including images,
sounds, videos or streaming content

Select one:
a.
Email

b.
Web Pages

c.
Text and Instant Messaging

d.
Forum

e.
Video Chats

A method originally intended to imitate physical mail. Messages are delivered from one
specific address to one or more specific addresses.

Select one:
a.
Video Chat
 b.
Forums

c.
Text and instant Messaging

d.
Email

e.
Social Networking
It has the ability to listen to someone else's problem or issue and offer solutions or
negotiations to form a compromise or resolution to the problem.

Select one:
a.
Assertive

b.
Passive

c.
Verbal Communication

d.
Passive

e.
Oral Communication

It dates back to the telegraph that used Morse code to send messages long distances over
wires.

Select one:
a.
Verbal Communication

b.
Oral Communiation

c.
Passive Communication
 d.
Electronic Communication
e.
Assertive Communication

This type of communicator tends to go along with, or agree with, everything another person
says. In many cases, an extremely passive communicator is unable to form an opinion on
their own

Select one:
a.
Verbal

b.
Passive

c.
Assertive

d.
Agressive
e.
Nonverbal

It facilitate communication among people with common interests or affiliations.

Select one:
a.
Email

b.
Forums

c.
Web Pages

d.
Video Chat

e.
Social Networking
It refers to our use of words while nonverbal communication refers to communication that
occurs through means other than words, such as body language, gestures, and silence.

Select one:
a.
Oral Communication
b.
Sign Language

c.
Gesture

d.
Verbal Communication

e.
Non verbal Communication

Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing

A company that takes orders of products

Back Office Outsourcing

Answer: 

Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing.
A telecommunications BPO firm which deals with repair and maintenance of one’s internet
connection

Front Office Outsourcing

Answer: 

Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing.
A telecommunications BPO firm which deals with repair and maintenance of one’s internet
connection

Front Office Outsourcing

Answer: 
Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing.
A telecommunications BPO firm which deals with repair and maintenance of one’s internet
connection

Front Office Outsourcing

Answer: 

Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing.
A telecommunications BPO firm which deals with repair and maintenance of one’s internet
connection

Front Office Outsourcing

Answer: 

Identify if what  kind of BPO Industry, if it is Back Office Outsourcing  or Front Office

Outsourcing
A BPO company which accommodates payroll services

Back Office Outsourcing

Answer: 

A subset of BPO, is a centralized office that facilitates large amounts of inbound and
outbound telephone calls.

Select one:
a.
Call centers

b.
Document management

c.
Procurement

d.
Legal Services
e.
Software Development
It  is carried out online with the data being held at a third party’s premises and accessed via
the web.

Select one:
a.
Document Management

b.
Finance and Accounting

c.
Software Development

d.
Call centers

e.
Procurement
Elements of communication to whom the message is intended to.

Select one:
a.
noise
b.
receiver
c.
feedback
d.
medium
e.
sender
A communicator who has the ability to listen to someone else's problem or issue and offer
solutions or negotiations to form compromise or resolution to the problem.

Select one:
a.
oral
b.
aggressive
c.
passive
d.
verbal
e.
assertive
Identify if what BPO Industry, if it is Back Office Outsourcing  or Front Office Outsourcing.
A company which assists customers on US Phone directory services

Front Office Outsourcing

Answer: 
Selling upgraded or additional products to existing customers

Upselling
Answer: 
Write the complete terms for the acronyms CSAT

Key Performance Indicator

Answer: 
Make sure that you speak clearly and the department or service you are handling is not
made known to the caller.

Select one:
True

False
It is a centralized office that facilitates large amounts of inbound and outbound telephone
calls

call center
Answer: 
This includes customer-related services such as marketing or technical support.

Subcontracting
Answer: 
This includes internal business functions such as billing, purchasing, payroll of employees,
and other similar tasks

back office services

Answer: 
It refers to the management of one or more specific business processes or functions by a
third party

Answer: Business process

It refer to companies you will represent

Answer: Brand
It is an important resource for updated telephone lists and skip tracing, where you can get
the persons address as well as their telephone numbers.

Answer: google search

What kind of listening skills when engaged in a telephone conversation with a customer,
you must give him/her your undivided attention?

Select one:
a.
Pay attention