Series OSS Code No. 234
BUSINESS PROCESS OUTSOURCING SKILLS
Time allowed : 3 hours Max. Marks: 60
Istructions
(i) All questions are compulsory.
(ii) Marks for questions are indicated against each.
(iii) Part A - Questions No. 1- 5 are Very Short Answer Questions carrying 1 mark each. They are required to be answered in one sentence each.
(iv) Part B Questions No. 6 10 are Short Answer Questions carrying 2 marks each. Answer to them should not exceed 60 words each.
(v) Part C - Questions No. 11- 20 are Short Answer Questions carrying 3 marks each. Answer to them should not exceed 70 words each.
(vi) Part D Questions No. 21- 23 are Long Answer Questions carrying 5 marks each. Answer to them should not exceed 100 words each.
PART A
1. What is exception handling ? 1
2. What do you understand by phonetic language ? 1
3. What does P.A.C.T. stand for ? 1
4. What is a disaster ? 1
5. What is CTQ ? 1
PART B
6. What is the expanded form of KPO ? Why is KPO gaining importance in India ? 2
7. Differentiate between vowel and consonant sounds. 2
8. What is instructor led training ? 2
9. Describe the process of preparing an Invoice.
10. What is benchmarking ? 2
PART C
11. What skills are required to succeed in LPO job ? 3
12. Write a short note on the importance of documentation. 3
13. What is a syllable stress ? Explain with examples. 3
14. What is the difference between listening and hearing ? Explain with examples. 3
15. State a few steps that can be taken to improve customer service. 3
16. Why is communication important ? What tips will you give to your junior colleague for improving communication ? 3
17. Explain advantages that can be gained by an organization by documenting text, video and audio files.
18. Write short notes on Process Ramp-up / Ramp-down.
19. What do you understand by standard operating procedures ? What are the key objectives that you will keep in mind while establishing. SOPs ?
20. Write short notes on (a) Transition Budget (b) Process Performance Metrics.
PART D
21. ‘BPO - a boon or bane for India’. Discuss.
22. What is active listening ? What points would you like to emphasize to guide somebody for active listening ?
23. You are a team leader in a BPO company. You are required to implement a new process. How will you manage the change and take steps to implement the new process ?