Class 11 IT/ITes exercise and additional questions answers Unit 1: IT-ITeS industry under CBSE

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A. 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

Ans: (a) Outsourcing an information -producing function

2. What are the skills required by a domestic BPO representative?

(a) Fluency in the local language with natural accent
(b) Excellent fluency in the English language
(c) Both of the above
(d) None of the above

Ans: (c) Both of the above.

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.

Ans: (c) Keeping data of employee records.

4. What is an example of Business Process Outsourcing?

(a) Using an outside company to function as a Call Centre
(b) Using an outside company to function as the research and development
department
(c) Using an outside company to function as the payroll department
(d) Using an outside company to function as the human resource department

Ans: (a) Using an outside company to function as a Call Centre.

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

Ans: (c) Outsourcing a Call Centre.

Related Posts

1. Unit 2 : CRM Domestic Voice Representative Training.
2. Unit 3: Outbound Calls – interacting with customer.