Unit 1 IT/ITES Industry
Multiple-choice questions
1.What is Business Process Outsourcing?
(a) Outsourcing an information-producing function
(b) Outsourcing an operational function
(c) Outsourcing research and development
(d) Outsourcing the payroll department
Answer: C
2.What are the talents required by a domestic BPO representative?
(a) Fluency within the local language with natural accent
(b) Excellent fluency in the English language
(c) Both of the above
(d) None of the above
Answer: C
3.In the voice process, which are the kind of jobs that a representative cannot do?
(a) Accepting orders
(b) Customer service
(c) Keeping data of employee records
(d) Credit and collection
Answer: C
4. What’s an example of Business Process Outsourcing?
(a) Using an outdoor company to function as a call center
(b) Using an outside company to function as the research and development department
(c) Using an outdoor company to function because the payroll
(d) Using an outside company to function as the human resource department
Answer: A
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5. What is Knowledge Process Outsourcing?
(a) Outsourcing an information-producing function
(b) Outsourcing an operational function
(c) Outsourcing a Call Centre
(d) Outsourcing the manufacturing department
Answer: A
State whether the subsequent statements are True or False.
1.Growth of the IT sector in India is increasing every year. True
2.Indian IT workforce will be the highest sector employer by 2020. True
3.Intelligent Call Routing is a new technology in telecommunication. True
4.Every mobile phone has a text messaging service. True
5.Online Chat helps CSR with recommendations of online products services. True
6.Call Centres to provide customer interaction and communication services. True
Write the complete sort of the subsequent acronyms
1. IT: Information Technology
2. ITeS: Information Technology Enabled Services
3. ISP: Internet Service Provider
4. BPO: Business Process Outsourcing
5. BPM: Business Process Management
6. CRM: Customer relationship management
7. KPO: Knowledge Process Outsourcing
Short answer questions (50 words)
1. What are the services offered by ITeS?
Ans: Information Technology (IT) that allows enterprise actions by bettering high quality of service is known as IT-enabled Services (ITeS) or internet-enabled providers.
ITeS is the outsourcing of processes, enabled with IT. ITeS improves the general effectiveness of an organization. It covers various areas like finance, HR, administration,
well-being care, telecommunication, and manufacturing. E-enabled providers radically cut back prices and enhance service requirements.
2.List the top 10 BPO companies in India.
Ans:
1.GENPACT
2.TCS (Tata Consultancy Services)
3.WIPRO
4.SERCO GLOBAL SERVICE
5.INFOSYS
6.WNS
7.GLOBAL SERVICES
8.Hinduja global services
9.First source global services
10.EXL services
3.What are the four sectors of the IT industry?
Ans:
1.IT Services
2.BPM (Business Process Management)
3.Software products
4.Engineering research and development
4.List the varied call center outsourcing jobs in India.
Ans:
1.BPO
1.1 Customer Support
1.2 Data Converter
1.3 Technical Support
1.4 Form Processing
1.5 Data Entry
1.6 Insurance Service
1.7 Telemarketing
1.8 Helpdesk Services
1.9 Online Chat
1.10. Software Development
1.11 Knowledge Process
1.12 Engineering Services
5. What are inbound and outbound call center services?
Ans: Inbound Call Centre services typically include answering services that are available 24×7. Call Centre agents also can be trained to up-sell and cross-sell services, obey and supply information on the advantages and features of products/services. Outbound Call Centre services include services like telemarketing, lead generation, and market intelligence services.
Prepared By Gagandeep Kaur
English Translation By Gurpreet Singh
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