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Philippine BPO Industry Review

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Questions and Answers

What is the purpose of a help desk?

To troubleshoot problems and provide guidance about products (correct)
To allocate high-level tasks to an outside organization
To provide the customers with hardware and software
To acquire temporary capacity and chase demand

Which one of the following is NOT an example of Knowledge Process Outsourcing (KPO)?

Legal routine activities (correct)
Business and technical analysis
Research and development
Financial consultancy and services

What is one of the reasons for companies to outsource?

To replace expensive local resources with less expensive ones (correct)
To provide trucking and shipping services
To provide better quality, innovation, and new platform services
To automate routine activities at larger centers

Which one of these is an example of support or auxiliary services being outsourced?

Cafeteria (A) Signup and view all the answers

What are some examples of IT services being outsourced?

Application development (A) Signup and view all the answers

What is application management (AM)?

Managing the operation, maintenance, versioning and upgrading of an application throughout its lifecycle (D) Signup and view all the answers

What did the UK's National Outsourcing Association recognize the Philippines for in 2010?

Being the #1 in business process outsourcing service (A) Signup and view all the answers

What is a contact center also referred to as?

Customer interaction center (C) Signup and view all the answers

What is the potential revenue that the Philippine ITBPM industry can bring in by 2016?

$25 billion (A) Signup and view all the answers

What does a contact center typically include?

One or more online call centers and other types of customer contact including email newsletters, postal mail catalogs, website inquiries, and chats (C) Signup and view all the answers

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