KPO

BPO employees may experience night shifts and rotating work schedules.

True

Which government agency promotes the BPO sector through technology innovations?

DICT

Cebu's BPO sector is limited mainly to traditional call center operations.

False

Which department handles sourcing, screening, and interviewing candidates for the BPO company itself?

Recruitment

What was the initial purpose of outsourcing basic tasks?

Cut costs

The Department of Finance has no involvement in fiscal policies or incentives relating to BPO investments.

False

Outsourcing can allow companies to focus more on their core business activities

True

BPO started in the United States in the 1980s

True

Which is an example of an employee benefit offered by some BPO companies?

HMO

Which BPO characteristic allows employees to interact with international clients?

Global work environment

Which department evaluates calls and interactions for quality and compliance?

Quality Assurance

A company outsources payroll so its managers can concentrate on product development and strategy. Which reason for outsourcing does this illustrate?

Focus on core business activities

Which countries became major offshoring destinations during the globalization of BPO?

India and the Philippines

Which is an example of a non-core function mentioned in the module?

Payroll

BPO initially focused on outsourcing highly specialized technical functions internationally.

False

Quality Assurance evaluates calls or interactions for quality and compliance.

True

Which company secured the first outsourcing contract in the Philippines according to the module?

Accenture

BPO growth has contributed to employment opportunities and steady incomes in the Philippines.

True

BPO arrangements generally balance:

Cost, control, and service quality

Companies normally select BPO providers without considering their capabilities or alignment with business goals.

False

Accounting, human resources, payroll, and data management are examples of back-office outsourcing.

True

Master Service Agreements and Service Level Agreements can be used to define outsourcing terms.

True

BPO arrangements are always standardized and cannot be adjusted according to client needs.

False

Cost efficiency is one of the major reasons companies outsource.

True

A BPO employee wants to move into a more specialized knowledge-process role. According to the module, which action may help?

Pursue related degrees or certifications

Which government units may initiate IT parks, invest in infrastructure, and organize job fairs?

LGUs

Which development gave the Philippine BPO industry a significant boost in 1995?

Special Economic Zone Act

What does "flexible work schedules" generally mean in the BPO context presented in the module?

Schedules may include night and rotating shifts

A Customer Service Representative can be either a voice or non-voice position.

True

Customer support, sales, marketing, and technical support are examples of front-office outsourcing.

True