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Philippine BPO Industry Review
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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?

    <p>Cafeteria</p> Signup and view all the answers

    What are some examples of IT services being outsourced?

    <p>Application development</p> Signup and view all the answers

    What is application management (AM)?

    <p>Managing the operation, maintenance, versioning and upgrading of an application throughout its lifecycle</p> Signup and view all the answers

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

    <p>Being the #1 in business process outsourcing service</p> Signup and view all the answers

    What is a contact center also referred to as?

    <p>Customer interaction center</p> Signup and view all the answers

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

    <p>$25 billion</p> Signup and view all the answers

    What does a contact center typically include?

    <p>One or more online call centers and other types of customer contact including email newsletters, postal mail catalogs, website inquiries, and chats</p> Signup and view all the answers

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