BPO 101
The year when the BPO started in the Philippines.
1992
Number of States in America.
50
A type of service where the customer feels their expectations were not met.
Poor Customer Service
R stand for in PREP.
Reason.
Animalia
Term used when a company is externally hired by another company to perform essential tasks.
BPO
Texas
Gathering and analyzing customer data.
Customer Profiling
Introduction or closing when answering questions.
Point
This is the body's largest organ.
Skin
A type of BPO service that requires direct communication with customers over the phone.
Voice
The capital of USA.
Washington, D.C.
Providing service even without being asked.
Proactive Support
Providing evidence to support your answer.
Example/Explanation
A literary device that deliberately exaggerates statements to add emphasis, urgency, or excitement.
Hyperbole
A call type where the customer initiates the call.
Inbound
Often celebrated as a source of strength and innovation.
Perception of Diversity
4 Forms of customer service.
Pre-purchase support, post-purchase support, problem resolution, and ongoing communication.
Give one benefit of using PREP.
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A branch of Science that tells you whether or not you need to bring an umbrella for the day.
Meteorology
A BPO terminology that measures whether the customer has received a resolution during the initial call.
FCR (First Call Resolution)
Names of time zones in America and US Territories.
Eastern, Central, Mountain, Pacific, Atlantic, Hawaiian.
Awareness, Consideration, Purchase, Experience, Loyalty
General traits that help employees excel in any workplace.
Soft Skill
This is what we call three-dimensional bodies containing a dozen flat faces, all shaped like pentagons.
Dodecahedrons