BPO/Call Center Operations Training

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| By Michael
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Michael
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Quizzes Created: 2 | Total Attempts: 289
| Attempts: 184
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  • 1/20 Questions

    An Escalation Agent is:

    • A. The first agent a customer speaks to
    • B. The person responsible for all calls
    • C. The person to whom a call is transferred if the agent is unable to adequately address the customer’s concerns
    • D. The person responsible for quality assurance
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About This Quiz

Instructions: You are required to check the most appropriate response to each of the following statements/questions:

BPO/Call Center Operations Training - Quiz

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  • 2. 

    When the receiver of a communication translates the message, it is known as _____________

    • A. encoding

    • B. transmitting

    • C. filtering

    • D. decoding

    Correct Answer
    A. D. decoding
    Explanation
    When the receiver of a communication translates the message, it is known as decoding. Decoding is the process of interpreting and understanding the message that has been encoded by the sender. It involves extracting meaning from the symbols, words, or signals used in the communication. The receiver decodes the message by using their knowledge, language skills, and context to understand the intended meaning of the message. This is an essential step in effective communication as it ensures that the message is correctly understood by the receiver.

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  • 3. 

    Accent neutralization refers to:

    • A. Ensuring one has no accent at all

    • B. Speaking only in patois

    • C. Spanish

    • D. Adjusting ones verbal communication to that of the receiver

    Correct Answer
    A. D. Adjusting ones verbal communication to that of the receiver
    Explanation
    Accent neutralization refers to adjusting one's verbal communication to that of the receiver. This means modifying one's accent, pronunciation, and speech patterns to be better understood and to match the linguistic and cultural norms of the person or group they are communicating with. It is about making the listener feel more comfortable and reducing any potential barriers caused by differences in accents or dialects.

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  • 4. 

    All the following are types of call centers except:

    • A. Inbound

    • B. Outbound

    • C. Offshore

    • D. Amazon

    Correct Answer
    A. D. Amazon
    Explanation
    The question is asking for types of call centers, and options a, b, and c are all examples of types of call centers. However, option d, Amazon, is not a type of call center. Amazon is a multinational technology company that operates various businesses, including e-commerce, cloud computing, and digital streaming. While Amazon may have call centers as part of its operations, it is not a type of call center itself.

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  • 5. 

    All the following hold true at an interview, except for:

    • A. You should make use of an opportunity given you to ask questions

    • B. Taking a seat promptly as you enter the room

    • C. Signalling to the organisation that you have the ideal skills set for the job

    • D. Asking what would be some of the key deliverables for the ideal candidate

    Correct Answer
    A. B. Taking a seat promptly as you enter the room
    Explanation
    In an interview, it is important to make use of an opportunity given to ask questions, signal to the organization that you have the ideal skills set for the job, and ask about key deliverables for the ideal candidate. However, taking a seat promptly as you enter the room is not necessarily a requirement or something that holds true at an interview. It may depend on the specific instructions or protocol of the interview setting.

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  • 6. 

    Which of the following is NOT a call typical call center Job?

    • A. Enroller

    • B. Agent

    • C. Operations Manager

    • D. Escalation Agent

    Correct Answer
    A. A. Enroller
    Explanation
    An enroller is not a typical call center job because it does not involve directly handling customer calls or providing customer support. Enrollers are usually responsible for enrolling customers in programs or services, such as insurance or membership plans, but they do not typically handle customer inquiries or resolve issues. In contrast, call center jobs such as agents, operations managers, and escalation agents all involve directly interacting with customers and addressing their needs or concerns over the phone.

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  • 7. 

    BPO is an acronym for:

    • A. Business Process Outsources

    • B. Business Process Outsourcing

    • C. Business Processing Outsourcing

    • D. Business Processing Outsource

    Correct Answer
    A. B. Business Process Outsourcing
    Explanation
    BPO stands for Business Process Outsourcing, which involves the contracting of specific business tasks or processes to a third-party service provider. This option correctly represents the acronym and its meaning. The other options either have incorrect spellings or do not accurately describe the concept of outsourcing.

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  • 8. 

    A recruiter in a call center:

    • A. Trains the new agents

    • B. Provides coaching and correction for the newcomer

    • C. Seeks out new prospects to work in the call center

    • D. Provides orientation for call center workers

    Correct Answer
    A. C. Seeks out new prospects to work in the call center
    Explanation
    The correct answer is c. Seeks out new prospects to work in the call center. A recruiter in a call center is responsible for finding and attracting potential candidates to work in the call center. This involves actively searching for qualified individuals, conducting interviews, and assessing their suitability for the job. The recruiter's goal is to identify and recruit individuals who have the necessary skills and qualifications to succeed in a call center environment.

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  • 9. 

    HEART stands for:

    • A. Human Employment and Resource Training

    • B. Higher Employee Assistance & Resource Training

    • C. Human Resource & Employment Trust

    • D. Human & Employment Training Trust

    Correct Answer
    A. A. Human Employment and Resource Training
    Explanation
    The correct answer is a. Human Employment and Resource Training. This acronym, HEART, stands for Human Employment and Resource Training. It is a term used to refer to a program or organization that provides training and resources to individuals seeking employment.

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  • 10. 

    The ________ is the actual physical product of the sender's encoding.

    • A. channel

    • B. filter

    • C. message

    • D. noise

    Correct Answer
    A. C. message
    Explanation
    The correct answer is c. message. The message refers to the actual information or content that is being transmitted by the sender. It is the product of the sender's encoding, where the information is transformed into a format that can be communicated to the receiver. The message can be in various forms such as text, speech, images, or data.

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  • 11. 

    Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in this scenario?

    • A. Hilda

    • B. Joe

    • C. Jennifer

    • D. Ann

    Correct Answer
    A. C. Jennifer
    Explanation
    In this scenario, Stacey is trying to communicate with Ann over the phone to confirm their dinner plans. However, Ann is unable to hear most of what Stacey is saying because Jennifer, Ann's daughter, is crying loudly in the background. Therefore, Jennifer represents the noise in the communication process as her crying is interfering with the transmission of the message between Stacey and Ann.

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  • 12. 

    Hansel Cooperation.  is a call center with its head office in Switzerland. It has decided to open a branch in Jamaica. The employees will receive the same benefits as the employees in Switzerland despite the fact that the campaigns may be different. The branch in Jamaica will be considered a:

    • A. Offshore call center

    • Call center Manager

    • C. Outsourced call center

    • D. Predictive call center

    Correct Answer
    A. A. Offshore call center
    Explanation
    The branch in Jamaica is considered an offshore call center because it is located in a different country (Jamaica) than the head office (Switzerland). Despite the difference in campaigns, the employees in Jamaica will still receive the same benefits as the employees in Switzerland, indicating that it is an extension of the main company rather than an outsourced or predictive call center.

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  • 13. 

    All of the following are true about resumes except:

    • A. They are one and the same as CVs

    • B. They should be approximately one page

    • C. They should include academic accomplishments

    • D. They should be tailored to the job being applied for.

    Correct Answer
    A. A. They are one and the same as CVs
    Explanation
    Resumes and CVs are not the same thing. While they both provide information about a person's education, work experience, and skills, there are some key differences between them. Resumes are typically shorter, usually only one or two pages, and are more commonly used in the United States. CVs, on the other hand, are longer and more detailed, often including publications, research projects, and teaching experience. CVs are more commonly used in academic and research fields. Therefore, the statement that resumes and CVs are one and the same is incorrect.

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  • 14. 

    Call center agents may handle all of the following, except:

    • A. Billing activities

    • B. Customer support

    • C. Employment activities

    • D. Marketing

    Correct Answer
    A. C. Employment activities
    Explanation
    Call center agents are responsible for handling customer support, billing activities, and marketing tasks. However, they are not involved in employment activities, such as hiring, recruitment, or managing employee records. Their primary focus is on providing assistance to customers, resolving their queries, and promoting products or services. Therefore, the correct answer is c. Employment activities.

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  • 15. 

    A job application letter should start off with the__________________ at the very top:

    • A. Date

    • B. Referee’s name

    • C. Sender’s address

    • D. Receiver’s name

    Correct Answer
    A. C. Sender’s address
    Explanation
    A job application letter should start off with the sender's address at the very top. This is important because it provides the recipient with the necessary contact information to respond to the application. It also shows professionalism and attention to detail on the part of the applicant. By including the sender's address, the recipient can easily identify who the letter is coming from and where to send any correspondence or follow-up communication.

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  • 16. 

    JCTE stands for:

    • A. Joint Commission for Training & Education

    • B. Jamaica Committee for Tertiary Education

    • C. Jamaican Committee for Training & Education

    • D. Joint Committee for Tertiary Education

    Correct Answer
    A. D. Joint Committee for Tertiary Education
    Explanation
    The correct answer is d. Joint Committee for Tertiary Education. This is because "Joint" indicates that it is a collaboration between multiple entities, "Committee" suggests a group of individuals working together, and "Tertiary Education" refers to education at the post-secondary level. Therefore, the Joint Committee for Tertiary Education would likely be an organization responsible for overseeing and coordinating tertiary education initiatives involving multiple stakeholders.

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  • 17. 

    All of the following are included in Bryan Flanagan’s B.E.S.T personality types except:

    • A. Bold

    • B. Empathetic

    • C. Sympathetic

    • D. Technical

    Correct Answer
    A. B. Empathetic
    Explanation
    Bryan Flanagan's B.E.S.T personality types include traits such as being bold, sympathetic, and technical. However, empathy is not included in his personality types. This suggests that Flanagan does not prioritize or emphasize the trait of empathy in his categorization of personality types.

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  • 18. 

    All of the following are true of the onboarding process except:

    • A. It includes identification of key areas including the bathroom

    • B. It includes introduction to other staff members

    • C. It begins even before the first day

    • D. It should last one day

    Correct Answer
    A. D. It should last one day
    Explanation
    The onboarding process is a comprehensive process that goes beyond just one day. It involves various steps such as identifying key areas, including the bathroom, introducing new employees to other staff members, and starting even before the first day. The onboarding process is designed to help new employees acclimate to their new role and the organization, and it typically lasts longer than just one day.

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  • 19. 

    Campaigns in call centers are:

    • A. Drinks

    • B. Accounts

    • C. Divisions

    • D. Time taken to answer a call

    Correct Answer
    A. B. Accounts
    Explanation
    In call centers, campaigns refer to specific projects or initiatives that are focused on a particular objective or target audience. These campaigns can be related to various aspects of the call center operations, such as sales, marketing, customer service, or lead generation. The term "accounts" in this context likely refers to campaigns that are centered around managing and servicing customer accounts, including tasks such as account maintenance, billing inquiries, and account upgrades or cancellations.

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  • 20. 

    A call center is:

    • A. A center set up outside of an organisation’s home country to handle telephone calls for that organisation

    • B. A company phone center that handles inbound and outbound calls for another organisation

    • C. An establishment with at least ten agents who make and receive calls for

    • D. A telemarketing firm that sells products and handles queries from customers

    Correct Answer
    A. C. An establishment with at least ten agents who make and receive calls for

Quiz Review Timeline (Updated): Feb 1, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Feb 01, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Mar 01, 2018
    Quiz Created by
    Michael
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