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