Non-Voice Business Process Outsourcing

Question Paper

In the Business Process Outsourcing or BPO industry, non-voice

processes entail activities like email marketing, making reports,
processing of papers as well as several other activities where the agents
are not required to speak to clients/customers. At Fusion BPO Services
we train our representatives for the non-voice processes by nurturing
their other skills apart from the speech skills. Our agents are experts at
written communication and we focus on being understood by your
customers through chat and email.
Transaction processing, email support and chat support are provided by
highly efficient agents of Fusion. Fusion’s agents know how to get an
idea clear to the customers and resolve all customer issues through an
email message or a chat message. Our non-voice processes are as cost
effective and efficient as our voice processes; we have designed our
services to meet your deadlines.
RAKHI TOMAR
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1.What is a BPO?
A. Takes less time and is less detailed than an appraisal.
B. It is similar to a Comparative Market Analysis.
C. Provides an estimate of value.
D. All of the above.
Ans: D

2. The BPO sector will provide _______jobs at the end of 2011 and contribute of
____% of GDP.
A. 15,000 & 5%
B. 20,000 & 6%
C. 29000 & 5%
D. 15,000 & 8%
Ans: B

3: - In Data Capture/Data Entry Operation, which of the following statement is

FALSE
A. Data Capture BPO are usually specialized in capturing Data whereas Data
Entry BPO transform the Data into meaningful information.
B. Data Capture and Data Entry are both Low End BPOs
C. Accurate Data Capture is as important as Accurate Data Entry
D. Data Capture is the input process of Data Entry operations
Ans: B

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4.Which one of the following is a true statement about Near-Shore Outsourcing

characteristics
A. Use of providers in one's home country or region, typically a high skill,
prohibitive cost country.
B. Use of providers in a different country or region, but with similar time-zone,
culture or language skills.
C. Use of providers in a distant location with a different time-zone, culture or
language skills.
D. All the above
Ans: B

5. The AT Kearney Global Business Location index report 2009 has classified
Mauritius as
A. 25th in its ranking as an attractive BPO destination out of 50 countries
B. To be relatively poor in terms of skills & competencies in BPO domains
C. As a country which has made no improvement as compared to the 2008 ranking
D. All the above
Ans: D

6. How can you classify the government intervention to ensure adequate supply
of skilled workforce in BPO in a specific country
A. Exogenous
B. Semi-Exogenous
C. Endogenous
D. All of the above
Ans: B
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7. The most common data conversion options are

A. Converting raw data into Microsoft Office (Missed: -
B. Convert from PDF to Word (Missed: -
C. Convert an audio file into text
D. All the above
Ans: A, B

8. Stages in the Growth Life Cycle in the BPO Sector can be categorized as:
A. Stage 1: Start Up > Stage 2: Value Addition > Stage 3: Competence
Accumulation > Stage 4: Third Party Service
B. Stage 1: Third Party Service > Stage 2: Value Addition > Stage 3: Competence
Accumulation > Stage 4: Start Up
C. Stage 1: Start Up > Stage 2: Value Addition > Stage 3: Third Party Service >
Stage 4: Competence Accumulation
D. Stage 1: Start Up > Stage 2: Competence Accumulation > Stage 3: Third Party
Service > Stage 4: Value Addition
Ans: A

9. What are the factors which have an impact when deciding on a BPO
destination?
A. Reliable telecommunications infrastructure
B. Cost of labour
C. Strong regulatory framework
D. All of the above
Ans: D

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10. The main characteristics of Knowledge Process Outsourcing are

A. Process are not easily codified
B. The agent has to interpret the information
C. The agent is expected to exercise judgement
D. All the above
Ans: D

11. Mauritius is positioning itself as a challenging BPO destination due to the

following factors:
Choose all that apply
A. Reliable Infrastructure (Missed: -
B. Workforce easily scalable
C. Relatively cheap l+0abour (Missed:-
D. Strategic location (Missed:-
Ans: A,C,D

12. What is the number of companies operating in the BPO/ITES Sector in

Mauritius?
A. 350
B. 250
C. 150

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D. 330
Ans: D

13. The Mercantile Bank in the United States has contracted out its IT services
to a company called "Mercantile Technology Inc" in Philippines and owned by
Mercantile Bank US A. "Mercantile Technology Inc" could be categorized as:
A. Offshore Outsourcing
B. Captive Center
C. Bank Technology Center
D. All of the above
Ans: B

14. In terms of cost characteristics, re-arrange the following outsourcing

location decision from low cost to high cost (a:- Nearshore, (b:- Onshore, (c:-
Offshore
A. a, b, c
B. b, a, c
C. c, a, b
D. b, c, a
Ans: C

15:- What do you think is the most important justification for a company to
consider offshore decision?
A. Overall cost reduction
B. Productivity improvement
C. Efficiency/Effectiveness
D. All of the above
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Ans: D

16. Which of the following statement best describes Mauritius as a cost effective
destination:
A. Mauritius has a large pool of global BPO talents working at a relatively low
salary
B. The cost of telecommunication in Mauritius is much lower than in India
C. The cost of a specific BPO worker is 8 times lower than a similar worker which
would work in a similar BPO company in the USA
D. All the above
Ans: C

17. A TRUE statement between Low End and High End BPO is
A. Both Low End and High End BPO are mainly Call Centers
B. Low End BPOs offer relatively much higher salary than High End BPO
C. High End BPO have more ruled based processes than Low End BPO and
therefore require more skilled manpower
D. People working in Low End BPO companies usually stay much longer in that
company than those working in High End BPO
Ans: C

18. BPO companies involved in transcription normally

A. Capture data and translate it into text
B. Listen to a conversation on-line and translate it into text
C. Transforming an audio file into text
D. Translate from one language into a different language
Ans: C
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19.A BPO company specializing in image processing may provide the following
services
A. Image Scanning
B. Image Conversion
C. Archiving
D. All of the above
Ans: D

20. PECS Data, a Mauritian based company is involved in transcription services

for a US institution and recruiting local transcription agents. PECS Data is
therefore
A. A captive center
B. A Transcription BPO Vendor
C. An Offshore Outsourcing Center
D. All of the above
Ans: C

21. Jenny was employed as Data Entry Operator at "Star Data Ltd". Last year
Jenny was offered the same position but with a salary increase of MUR 2,000 at
"Super Data Ltd", a company dealing with similar activities as "Star Data Ltd".
In BPO, we usually refer to this situation as
A. Attrition
B. Poaching
C. Changing Job
D. Work Placement
Ans: B
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22. Outsourcing decisions by customers are influenced by whether to go on-

shore, near-shore or offshore. Which ONE of the following dimensions is true
about this statement
A. Offshore > Low Cost but High Control
B. Nearshore > Low Cost but High Control
C. Onshore > High Cost but High Control
D. Homeshore > Low Cost but Low Control
Ans: C

23. The main outsourcer is __________ and the main BPO destination is
_________
A. France, Mauritius
B. USA, Mauritius
C. Europe, India
D. USA, India
Ans: D

24. "Atom Finance BPO" is a local company engaged in Finance Process

Outsourcing. It specializes in billing and invoicing services and doing work for a
US Global FMCG company and for other companies involved in the MFCG
activities. Which of the following therefore best describes "Atom Finance"
business category?
A. Atom Finance is a "Captive Outsourcing" center for the US Global FMCG
sector.
B. Atom Finance is operating in the Financial sector but specializes in the
invoicing and billing operations
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C. Atom Finance could be categorized as Low end BPO

D. All of the above
Ans: B

25. To improve its global attractiveness index in BPO coming years, Mauritius
should leverage on its:
A. Telecom Infrastructure
B. Skills and competencies of its BPO Workforce
C. Improving national competencies into global talents
D. All of the above
Ans: C

26. In terms of cost characteristics, which of the following are outsourcing

location decisions from low cost to prohibitive cost
A. Overall cost reduction
B. Productivity improvement
C. Efficiency/Effectiveness
D. All the above
Ans: D

27. When working for a BPO company which is involved in Portal Management.
It is critical that this company should:
A. Have on-line access for the BPO agents
B. Have off-line access for the BPO agents
C. Have confidentiality access for the BPO agents
D. All of the above
Ans: A
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28. Which of the following statement regarding Low End BPO and High End
BPO is false?
A. Low End BPO is Data Entry whereas Call Center is High End BPO
B. Both Low and High End BPO focus on Domain Expertise
C. Telemarketing of Cellular Phones is Low End whereas Data Entry of
Supermarkets receipts for consumer behavior is High End BPO.
D. None of the Above
Ans: D

29.Most commonly used databases for making data entry is

A. Microsoft SQL Server, ASP, Ms Access, Oracle
B. My SQL, FoxPro, ASP, Ms Access
C. Oracle, My SQL, FoxPro, Visual Basic
D. All of the Above
Ans: D

30. what is BPO?

A. Business Process Outsourcing
B. Business Process Outsource
C. Business Project Outsourcing
D. Business Product Outsourcing
Ans: A

31. why do real estate agents complete BPO's?

A. To get REO Listings.
B. To waste time.
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C. To learn about their neighborhood.

D. Because they have to.
Ans: A

38. what is the THREE PDF formats commonly used in Data Capture/Data
Entry Operation?
A. PDF Formatted Text, PDF searchable image, PDF Image Only
B. PDF Acrobat Reader, PDF Acrobat Writer, PDF Scanner
C. PDF to Word Conversion, Word to PDF Conversion, PDF to Image Conversion
D. All of the above
Ans: A

39. you were asked to do a BPO for ABC BPO Company. ABC Company
handles the BPO requests for 123 Lender. When you call the homeowner who
should you say you work for?
A. Your company or your Brokers.
B. 123 Lender.
C. ABC BPO Company.
D. You are a subcontractor for ABC BPO Company.
Ans: B

40. who orders BPOs?

A. Banks.
B. Wall Street Firms.
C. Private Mortgage Insurance Companies.
D. All of the above.
Ans: D
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41. What is a BPO and how does it work?

BPO means Business Process Outsourcing. Any outsourcing company works on the
concept of outsourcing some of its non-core processes to another company. Often,
some companies work completely as BPOs also, sourcing processes as the core
service. This is the general definition of a BPO. Reading a bit about BPOs may be the
best way to give a more detailed reply.

42. What is offshore outsourcing?

When the work is outsourced from a company to another in a different country,

which is not nearby, it is known as offshore outsourcing. If the country is nearby, it is
known as shore outsourcing.

43. What is the difference between inbound and outbound call centers?

When a call center only receives calls, it’s inbound. If they can place calls as well,
they are called outbound call centers. Inbound call centers usually handle the
customer care functions of any department.

44. What is the difference between a BPO and a KPO?

KPO stands for Knowledge Process Outsourcing that deals with services like
documentation, billing or insurance while BPO is Business Process Outsourcing,
which primarily deals with customer services.

You can certainly elaborate on the subject with a little research and we recommend
you do that.

45. Why do companies need to outsource?

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Not only does it save cost, it is also imperative to get quality work done by resources
who know their job. Therefore, it is essential for companies to outsource certain
processes and is widely regarded as a good move.

46. What Are the Major Sectors for Outsourcing?

IT and Communication, Medical and health services, Insurance, Finance, Law and
Jurisdiction are some of the sectors where majority of outsourcing works get done.

47. What Is the Difference Between the Shore and Off-shore Outsourcing?

When any project or work allotted outside the country which is not nearby is called
off-shore outsourcing and anything outsourced nearby country is called shore
outsourcing.

48. What Are the Different Types of Bpo’s?

BPOs are segmented into five different categories:

• Administrative Department
• Purchase Department
• Selling Department
• Call Centre
• Back Office

50. Do You Think That the Career Opportunity For Non-voice Bpo Is Better
Than Voice Bpo?

In both types of BPO, the opportunities are same, but it depends more on an
individual’s interest and its personality. Once you gain expertise in the work, you
can easily head up towards management or support side.

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