BPO Basics
What does BPO stand for?
Business Process Outsourcing
A department that handles inbound and outbound calls.
What is a call center?
This outbound task schedules meetings for clients.
What is Appointment Setting?
A VA who manages Facebook and social media pages.
What is a Social Media VA?
This skill helps agents speak clearly to customers.
What is Communication Skills?
A company hires another company to handle services for them.
What is BPO?
Calls received from customers are called this.
What is inbound?
This outbound task focuses on finding potential customers.
What is Lead Generation?
This VA helps with property-related tasks and paperwork.
What is a Real Estate VA?
Understanding the customer’s feelings is called this.
What is Empathy?
The Philippines is known as the ______ of the World.
What is the BPO Capital of the World?
Calls made by agents to customers are called this.
What is outbound?
This inbound service handles billing concerns and account questions.
What is Customer Service?
This VA performs internet research for clients.
What is a Research Assistant?
Remaining calm while handling difficult customers shows this quality.
What is Patience?
Give one major BPO city in the Philippines.
What is Manila / Cebu / Davao / Bacolod / Iloilo?
This worker assists clients remotely using the internet.
What is a Virtual Assistant?
This outbound role focuses on closing sales.
What is Telesales?
This VA manages contact lists, billing, and HR tasks.
What is an Administrative Assistant?
Handling multiple tasks at the same time is called this.
What is Multitasking?
Name one benefit of working in the BPO industry.
What is competitive salary / career growth / night differential?
This type of inbound call helps customers when products are not functioning properly.
What is Technical Support?
Customers call to renew or upgrade their subscriptions in this type of inbound service.
What are Upgrade and Renewal Inquiry Calls?
This VA helps online businesses using Shopify or eCommerce platforms.
What is an eCommerce VA?
This quality allows agents to adjust to changes quickly.
What is Adaptability?