Second Quarter Examination

Contact Center Services

Name: ______________________________________________ Score: ______________________

Grade & Section: ______________________________________ Date: ______________________

Test I. Multiple Choice. Direction: Write the letter of the best answer on your answer sheet.

1. It refers to the management of one or more specific business processes or functions by a third
party.
a. Business Process Outsourcing c. Information Technology Enabled Services
b. Customer Relationship Management d. Knowledge Process Outsourcing
2. Software development, data entry, programming, and web development services are examples of
services under _________.
a. Business Process Outsourcing c. Information Technology Enabled Services
b. Customer Relationship Management d. Knowledge Process Outsourcing
3. It includes customer-related services such as marketing or technical support.
a. Back office Outsourcing c. Offshore Outsourcing
b. Front office Outsourcing d. Nearshore Outsourcing
4. It includes internal business functions such as billing, purchasing, payroll of employees, and other
similar tasks.
a. Back office Outsourcing c. Offshore Outsourcing
b. Front office Outsourcing d. Nearshore Outsourcing
5. When a Singapore-based company subcontracts a Philippine- based company to do software
programming, it is called _________.
a. Onshore Outsourcing c. Offshore Outsourcing
b. Front office Outsourcing d. Nearshore Outsourcing
6. HSBC, a US-based finance company, hired an Indian-based BPO to manage its online credit card
inquiry and funds transfer. The type of outsourcing shown here is ____________.
a. Back office Outsourcing c. Offshore Outsourcing
b. Onshore Outsourcing d. Nearshore Outsourcing
7. It is system is being carried out online with the data being held at a third party’s premises and
accessed via the web. This type of BPO is a means to save physical office space so one may
retrieve information quickly and easily.
a. Accounting c. Procurement
b. Document Management d. Software Development
8. It involves managing requests for information or proposals and recommending the best potential
suppliers, selecting suppliers, and issuing/managing legal contracts.
a. Accounting c. Procurement
b. Document Management d. Software Development
9. It is a subset of BPO which is a centralized office that facilitates large amounts of inbound and
outbound telephone calls
a. Accounting c. Document Management
b. Call Center d. Software Development
10. It is a set of measurements to quantify performance and results in the call center world
a. matrix c. rubrics
b. metrics d. rating
11. In a call center, this measures how effective your agents are in utiliz-ing their time and how
efficient they are in balancing the various aspects of their jobs.
a. Time Metrics c. Quantity Metrics
b. Productivity Metrics d. Quality Metrics
12. Customer Service, Satisfaction Score, Escalation Rate and Resolution time are all under
_______________.
a. Time Metrics c. Quantity Metrics
b. Productivity Metrics d. Quality Metrics

13. The customer became angry, and speaking to someone of higher authority will be a prerequisite
to calming him down. This example falls under ________________.
a. Average Call Duration c. Escalation Rate
b. Call Quality d. Resolution Time
14. These criteria includes things like building rapport and using proactive, service-oriented language.
a. Quality Criteria c. Subjective Criteria
b. Standard Criteria d. Objective Criteria
15. An example of this include opening the call with the appropriate greeting and asking if there are
any other issues which the customer needs assistance.
a. Quality Criteria c. Subjective Criteria
b. Standard Criteria d. Objective Criteria
16. It refers to how well agents accomplish their tasks, especially their primary function of customer
contact.
a. Time Metrics c. Quantity Metrics
b. Productivity Metrics d. Quality Metrics
17. It refers to the ability to actively listen, question appropriately, provide feedback, and use the skills
outlined to build customer relationships.
a. Business acumen c. Interpersonal communication
b. Cross selling d. Change management
18. The focus on this type of call is more on “procedural” knowledge, where there are specific steps
 required to complete a given operation using the provided computer systems.
a. Handling queries c. Handling complaints
b. Handling transactions d. Handling reports
19. These are heavy users of knowledge management systems for solving problems and issues
regarding a product.
a. Academic instruction c. Directory
b. Booking d. Technical Support
20. A system that lets the agent see what has been done or promised by others, so that customers do
not need to tell the whole history of the call.
a. Contact Management System c. VoIP system
b. Automatic Call Distribution system d. Desktop tools

Test II. Matching Type. BPO Terminologies

Directions: Match the items in column I with its correct description in column II. Write the letter of the correct answers on your answer
sheet.
I II

1. This obtains business-critical, high-level services from

someone not employed by the company, but within A. ITES
the same country.
B. KPO
2. It is an outsourcing contracted outside a company's
own country. C. Back Office Outsourcing

3. It includes activities that require greater skill, D. Front Office Outsourcing

knowledge, education, and expertise to handle
E. Offshore Outsourcing
4. This is done when high-volume, low-complexity tasks
are processed in a country with a significantly lower F. Nearshore Outsourcing
cost base than the home country of the company.
G. Onshore Outsourcing
5. This is needed when business processes include
some form of automation and information technology. H. BPO

6. It includes customer-related services such as

marketing or technical support.

7. BPO that is contracted to a company's neighboring

country

8. It includes internal business functions such as billing,

purchasing, payroll of employees, and other similar
tasks.

9. It may include services in financial analysis and legal

services

10. Examples of these services are software

development, data entry, programming, and web
development.

Choices:
Test III. Identification. Directions: Identify the customer contact representatives’ competencies being referred to by the following
statements. Choose from the competencies in the word bank.

peer coaching decision making teaming with others

decision making technical literacy multitasking

change management time management stress management

interpersonal communication Business acumen Cross selling

1. Basic knowledge of computer usage, Windows applications, e-mail and internet and the ability to learn organization- specific
software – requirement
2. Maintaining a calm demeanor and mental state when situations and emotions escalate to higher levels
3. Gathering and analyzing then applying appropriate interventions to resolve an issue
4. Offering support and guidance to co – workers
5. Managing multiple priorities or assignments simultaneously
6. Ability to actively listen, question appropriately, provide feedback, and use the skills outlined to build customer relationships
7. Ability to work effectively with others and contribute to team task accomplishment
8. Adapting to and handling changing situations and environments
9. Selling upgraded or additional products to existing customers
10. Built to use available time and resources to address assigned tasks and customer issues

Test IV. Essay

1. What makes the Philippines a better BPO market compared to other nations? (10 pts.)