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Foundations of BPO Flashcards | StudBud

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Why are KPIs important in BPO?

What is a key benefit of Onshore BPO?

Foundations of BPO

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Answers

1
What is a key benefit of Onshore BPO?
More tax benefits
Better cultural alignment
Higher costs
24/7 support
2
Why are KPIs important in BPO?
To increase salary rates
To track and improve performance
To replace team meetings
To reduce marketing costs
3
Which BPO model combines onshore, offshore, and nearshore services?
Hybrid Model
Captive Model
Localized Model
Managed Services
4
What does the KPI First Call Resolution (FCR) measure?
Number of calls handled per hour
Issues resolved in the first interaction
Number of complaints received
Time spent on customer calls
5
What is the main advantage of Offshore BPO?
Higher cultural alignment
Lower operational costs
Domes
No time zone differences
6
What does BPO stand for?
Business Product Output
Business Production Operations
Bureau of Public Operations
Business Process Outsourcing
7
Which of these is a Front Office BPO service?
Finance and Accounting
IT Support
Customer Support
Human Resource Management
8
Which of the following is a key challenge in BPO operations?
Product pricing
Employee satisfaction
Cybersecurity breaches
Equipment maintenance
9
What is the main function of a Service Level Agreement (SLA)?
Service expectation document
Employee salary guide
Marketing campaign brief
Hiring contract for agents
10
What does CSAT stand for in BPO KPIs?
Client Sales Action Tracker
Call Support Assistance Time
Customer Satisfaction Score
Company Support Assessment Tool