Domain DDU GKY complete course question
1.
1.
|
Module 1 : BPO
/BMP Industry |
a.
Business premium outsourcing c. Business processing
outsourcing
b.
Business primary outsourcing d. All of these
2.
What is domain?
a.
This main job role for particular job c. Is subject
b.
Domain
is website d.
None of these
3.
what is domestic?
a.
Company working at multi country or state level.
b.
Company working at home country or state
level.
c.
Company working at home country or state level
but not registered.
d.
None of these
4.
what is non domestic?
a.
Company working at multi country or home
country and its state level.
b.
Company working at home country or state level.
c.
Company working at home country or state level
but not registered.
d.
None of these
5.
what do
you think about voice process?
a.
Where we interactive with customer way call.
b.
Where we interactive with customer way mails.
c.
Where we interactive with customer way SMS.
d.
None of these
6.
what did you think about non voice process?
a.
Where we interactive with customer way SMS.
b.
Where we interactive with customer way Mail.
c.
Where we
interactive with customer way Massages.
d.
All of these
7.
Define the BPO?
ये एक एस्सा तरीका है जिसमे कंपनी से जुड़े कुछ काम, दूसरी कंपनी
या संस्था को कान्ट्रैक्ट बसेस पर दे दिए जाते है उसे हम bpo कहते है |
8.
Define Call Center?
यह एक ऐसा प्लेस होत है जहाँ कई एम्प्लॉई बैठकर कस्टमर की क्वेरीज़ को हैंडल
करते हैं सुनते हैं व क्वेरी को सॉल्यूशन प्रोवाइड करवातें हैं उस हम कॉल सेंटर
कहते हैं
9.
Is Call Center undertaking in BPO industry?
a.
Yes c.
No
b.
May be d.
None of these
10.
Full form of SSC?
a.
Staff Selection Commission c. Sector Skill Councils
b.
Sector skills clinic d. None of these
11.
QP code of Voice?
a.
SSC/QP 2211 c.
SSC/QP 2011
b.
SSC/QP
2209 d.
SSC/QP 2210
12.
QP code of Non- Voice?
a.
SSC/QP 2210 c.
SSC/QP 2211
b.
SSC/QP 2209 d
SSC/QP 2011
13.
How many types of company ?
a.
1 c.
2
b.
3 d.
4
14.
What is duty of CCE?
a.
Listening queries c.
Resolving issues
b.
Deliver information about Customer’s issues d. All of these
15. Which type of process when customer care executive
call to the customer?
A. Domestic B. Inbound C. Outbound D. Non Domestic
Module 2 : Attending customer Queries
(1)
Full form of VoC?
(a) Verification
of customer c.
Voice of customer
(b) Voice
of company d.
Voice or Consumer
2)
Why VoC used in company?
a)
It help you get to know your customer behaviour.
b)
It help you get to know your customer needs
& demand.
c)
It help you get to know your customer Struggles
and preference .
d)
All of Above
3)
What is VOC?
a)
This is not useable for company c. VoC is
Business
b)
VoC is research method for Business d. None of these
4)
How Many technique conduct VoC?
a)
Interview customer c. survey
customer
b)
Listen to recorded customer call d. All of these
5)
Why company record a customer’s call?
a)
For quality check c. Boost
customer service experience
b)
Improve products or services d. All
of these
6)
Fundamental duty’s of CCE?
a)
Answering question about a company’s product or
service
b)
Collected and analysing customer feedback
c)
Handling customer complaints
d)
All of
these
7)
What is the meaning of troubleshooting?
a) Solve
the customer problem c) Map to customer behaviour
b) Solve
the technical issue d) collecting and analysing customer
feedback
8)
What is not responsibilities of the Care
customer Executive?
a)
Handling customer complaints c. CCE abuse
with customer
b)
About company’s product or service to customer d. All of these
9) What is the full form of CCE…..
a)
Call
Centre Executive c. Call Customer Care
b)
Customer Care Executive d.
None of these
10) Inbound Process is all about for………?
a)
Receive Call by CCE c. Reject call by CCE
b)
Make
Call by CCE d.
Missed Call by CCE
11) Outbound Process Means…
a)
Receive
Call by CCE c. Make Call by CCE
b)
Missed
Call by CCE d.
Reject call by CCE
12) Full Form IVR is ……
a)
Interface
voice response c. Interactive voice response
b)
Interface
verify response d.
all of these.
13) Feedback
or complaint id important for company?
a) False
c.
May be
b) True
d.
None of these
14) Why
company create Survey on customer?
a) Company
not creates any Survey on customer
b) Survey
is are one of the most flexible method for gathering customer Data.
c) Survey
method is not useable method.
d) All
of these
15) Capsule
CRM is based on?
a) Customer
based c.
Cloud-Based CRM
b) Complete
based d.
All of these
16) How
many types of call process?
a) 2(inbound
& outbound) c.
4(inbound,outbound,recivedcall,missedcall)
b) 3(inbound,outbound,
& missedcall) d. none of
these
Module 3
Process of Query Management
1)
full from
of CMS?
a) Company
management software c.
Customer management software
b) Complaint
management software d.
Complaint merge software
2)
Full from of CRM software?
a) Customer
Relationship Management software c. Company
relationship management
b) Company
waste management software d.
None of these
3)
What is use of CRM in BPO company?
a) Automated
task c.
Faster response time
b) Improved
communication d.
All of these
4)
In which software used for tagging of customer’s
complaint by the CCE?
a) CRM
Software c.
Paytm software
b) Tally
Software d.
None of these
5)
What is the use of CMS?
a) CMS
generally used for remove customer complaints.
b) CMS
generally used for record and collect compliance of customer and employee
report.
c) CMS
generally used for Delete customer complaint.
d) None
of these
6)
Which feature used to make a great Complaints
management software?
a) Robust
contact Database c.
case management
b) Activity
logging d.
All of these
7)
What you think about Activity Logging?
a) Step
by step record customer complaints c.
record customer complaints
b) Step
by step delete customer complaints d.
All of these
8)
Which not a fundamental work of CRM?
a) CRM
is used for delete customer query.
b) CRM
gives information about relation between customer and business.
c) CRM
is used for Automated task
d) Fast
response time
9)
What you think about technical Jobs?
a) Job
role related to IT and Engineering c.
Job role related to Marketing(door to door)
b) Job
role related to soft skill d.
All of these
10) What
you think about non-technical job?
a) Job
role related to Non-IT and Non- Engineering c.
job role related to computer
b) Job role related to IT and Engineering d. None of
these
11) How
many types of CRM generally?
a) 3 c.
6
b) 5 d.
4
12) Which
one Feature/ property include in a great complaint management software?
a)
Vtiger sale CRM c. Robust contact
database
b)
Sale CRM d.
None of these
13) What
you understand by B2B sale ?
a)
Business to customer c. Business to consumer
b)
Business to Business d. All of
these
14) What
do you understand by B2C sale ?
a)
Business to customer c. Business to
contractor
b)
Business to Business d. All of these
15) Which
one option is wrong ?
a)
CMS : helps record and collect complaints
customer
b)
CMS : is used to accept, categorize &
tracking complaint
c)
CMS : Is therefore usually integrated with CRM
Software
d)
None of these
16) CMS Software Integrated with?
a) Customer self-service software c. Help desk software
b) CRM Software
d. all of these
17) Cold calling is generally used for?
a. For Sales b.
for Business Lose
c. Cold calling is not useled d. None of these
18) Customer calling you 9pm then how to
start you calling ?
a) Good evening Sir/ Madam, I am Parveen
form jio. How can I help you.
19) What
is the correct spelling and name of CRM software ?
a.
Suger CMS c.
Suqer CRM
b.
Hupspot CMS d.
Hubspot CRM
20) Vtiger
Sales CRM high marks because of its …………….?
a)
Business management c. Processer management
b)
Account management d. None of these
21) What
features including in Saleforce CRM ?
a)
Recording calls c.
Organizing script
b)
Tracking and managing d. all of these
Module 4
Make outbound calls
to customer
1)
What is cold calling?
a) Make
call to customer by CCE c.
Received call from customer by CCE
b) Missed
call to CCE by customer d.
None of these
2)
What is Hot Calling?
a) Make
call to customer by CCE c.
Received call from customer by CCE
b) Missed
call to CCE by customer d.
None of these
3)
Cold Calling Generally use for…..?
a) Sale
product of company c.
About company service to customer
b) Make
new customer d.
All of these
4)
Hot Calling Generally used for……?
a) Customer
query resolved by CCE c.
Make call by CCE
b) Reject
call by CCE d.
None of these
5)
Suppose CCE in a company and at night shift ,
then a customer calling you 12.05 then what is your greeting line to used ?
a) Good
evening, Sir / Madam c.
Good Morning, sir/Madam
b) Good
afternoon Sir/Madam d.
None of these
6)
What is the major challenges that businesses
face while not using a CRM?
a) Unorganized
customer data c.
Time-consuming Process
b) Poor
customer service d.
All of these
7)
What is the major benefits for businesses, using
a CRM?
a) Organized
customer data c.
Fast Response Process
b) Batter
customer service d.
All of these
8)
How to prioritize task in a days?
a) First
make table of your task c.
Schedule your tasks in a calendar
b) Communicate
your progress to your teammates d. All
of these
9)
How to Deliver a cold call introduction?
a) Do
research about your company product c. practices your company’s script
b) Find
a connection d.
All of these
10) Can
you get information if you customer of atrial company and you talking with jio
company’s CCE?
a) Yes
c.
No
b) May
Be d.
None of these
11) Generally
script based on…..?
a) Company’s
product or services c.
based on CCE’s name
b) Based
on company name & location d.
All of these
12) Cold
calling is also including in…..?
a) Inbound
call’s c.
Outbound Call’s
b) Cald
calling d.
Missed Call’s
13) Hot
calling is also including in …….?
a) Inbound call’s c.
Outbound Call’s
b) Cald
colling d.
Missed Call’s
14) Benefits
of Time management ?
a)
Improved focus c.
Reaching goals faster
b)
Improved self-discipline d.
All of these
15) CCE
engage with customer in Voice Profile ?
a)
SMS b.
Chat
b)
Voice call d.
E-mail
16) CCE
engage with customer in Voice Profile ?
a)
SMS b.
Chat
b) E-mail d.
All of these
Module
5
Documentation
process for customer queries
1)
What do you thing about of Append ?
a) New
entry c.
Update Table
b) Delete
Entry d.
None of these
2)
How many doing action on any document Generally?
a) 2 c.
3
b) 4 d.
5
3)
What is customer services documentation?
a) It
is the record of company c.
It is record of customer
b) It
is the record of CCE d.
None of these
4)
Which information include in customer services
documentation?
a) Buying
history c.
Special Occasion
b) personal details d. All
of these
5)
What is
the Benefits of customer service documentation
a) Better
customer experience b.
Faster response
b) Time
more sales d.
All of these
6)
What is data base ?
a)
All information of customer c) All information of company, company’s
product and customer
b)
All information of company only d) None of these
7)
Queries can also help you perform which action?
a) Summarise
data c.
Combine data from various table
b) Adjusted
& update data d.
All of these
8)
What is user documentation?
a) This
is know as user manual c. All detail present in user doc about
product.
b) User
documentation help to reduce call d.
All of these
9)
Why is user documentation important?
a) For
batter customer experience and call center function.
b) For
Reducing Calling and reference guide to customer.
c) A
and B both
d) All
of these
10) Benefits
of user documentation.
a) Batter
customer experience c)
Training or guide martial
b) More
sale d) All of these
11) Essential
features make great user documentation?
a) Easy
Language
b) Focus
on problem
c) Step
by step instruction
d) All of these
12) Why
we collect the information of custom for business?
For growth our
business and maintain the working of call center.
13) What
is information?
Information
refers to knowledge obtained from investigation, study, or instruction, or the
communication or reception of knowledge or intelligence.
14) What
is database?
a) All
details about our company or company’s product on one place this is called
database.
b) Sarver
machine is called data base
c) All
information customer only
d) All
of these
15) What
is server?
Sarver is a
machine which store the all information customer, company and company’s product
16) What
is database query?
a) Data
base query is a query form data base for data.
Module
6
Manage
query resolution
1)
What is customer information?
1. It
is the combination of small data.
2)
Why we collect the information of
customers?
1. For
batter customer service programme and growing our business.
3)
How to collect a information of customer?
1. Order
forms Enquiries Complaints
2. Warranty
cards Customer
rewards programme Customer satisfaction
survey
3. Feedback
cards Customer
competitions Your website.
4)
What do you think about privacy laws
incorporate?
Any customer information that you collect must comply
with privacy laws, whether you use these information or not the laws also
covered how you can store and use the information.
आपके द्वारा एकत्र किए जाने वाली कोई भी ग्राहक जानकारी
गोपनीयता कानूनों का पालन करना चाहिए| चाहे वह इस
जानकारी का उपयोग करें या नहीं, कानून यह भी
कवर करते है कि आप जानकारी को कैसे स्टोर और उपयोग कर सकते है
5)
Using customer information in wrong way
by the company is right or wrong?
No , any company can’t used any information of the
customer in wrong way.
6)
Which information is useful for the
company for any customer?
When information of customer is up to date.
7)
If you make a judgement then what will do
in first step?
Question ask it self
8)
What is feedback?
Ans. Feedback
is information or statements of opinion about something, such as a new product,
that can tell you if it is successful and liked.
फीडबैक किसी चीज़ के बारे में जानकारी या राय के बयान हैं,
जैसे कि एक नया उत्पाद, जो आपको बता सकता है कि यह सफल है और पसंद किया गया है।
9)
Where we store information of a customer?
Ans. In CRM
software
10) Customer
complaint is useful or not for any company?
Ans. Yes this
is good for company because complaint is all about what we wrong think deliver
in our product.
11) If
your senior suggests a right thing in your decision then what will you do?
Ans. Yes I
will agree if I am confirmable with suggests provided by my senior.
हां, मैं सहमत हूं अगर
मैं अपने वरिष्ठ द्वारा प्रदान किए गए सुझावों की पुष्टि करता हूं।
12) Which
information of the customer is useful for the company?
Ans. All
information is important which can be include in customer service documents.
सभी जानकारी महत्वपूर्ण है जिसे ग्राहक सेवा दस्तावेजों में
शामिल किया जा सकता है।
13) According
to Privacy laws company used customer information……?
Ans. Yes
company use the customer information in right approach for growing business.
हां, कंपनी बढ़ते
व्यवसाय के लिए सही दृष्टिकोण में ग्राहक जानकारी का उपयोग करती है।
14) Why
feedback is important for company?
Ans. Because
feedback is a opinion of a customer about our product of the company and
customer what feel after using our product.
क्योंकि प्रतिक्रिया कंपनी के हमारे उत्पाद के बारे में एक
ग्राहक की राय है और ग्राहक हमारे उत्पाद का उपयोग करने के बाद क्या महसूस करता है
15) What
is a warranty card?
Ans. A
warranty card is a document provided by the manufacturer or a similar party
when you purchase a product. It serves as proof of your purchase and outlines
the terms and conditions related to the warranty.
वारंटी कार्ड निर्माता या इसी तरह की पार्टी द्वारा प्रदान
किया गया एक दस्तावेज है जब आप कोई उत्पाद खरीदते हैं। यह आपकी खरीद के प्रमाण के
रूप में कार्य करता है और वारंटी से संबंधित नियमों और शर्तों की रूपरेखा तैयार
करता है।
Module 7
Technical skill for query management technical skill
for query management
1)
What is
the importance of collaboration of every employee in company?
a) Collaboration
is important for Improve internal communication in a company and internal
communication is most important think for any type of work happen without any
problem.
आंतरिक संचार और आंतरिक संचार में सुधार करना सबसे
महत्वपूर्ण है, किसी भी प्रकार
के काम के लिए बिना किसी समस्या के हो।
2) Dropbox is a ……?
Ans. Dropbox
is a cloud storage platform that allows you to upload, sync, and share files
across multiple devices.
ड्रॉपबॉक्स एक क्लाउड स्टोरेज प्लेटफॉर्म है जो आपको कई
उपकरणों में फ़ाइलों को अपलोड करने, सिंक करने और साझा करने की अनुमति देता है।
Ues : कोई भी फाइल
शेयर कर सकते है |
2 gb तक का
स्पेस फ्री मिलता है |
किसी भी फाइल को अपलोड करके
रख सकते है
Cloud storage शेयर सॉफ्टवेयर है
Easy to use है |
3) Zoom software Generally used for ……..?
a) Zoom
software is used for video conference
i)
25 पार्टीसिपेंट एक समय में पोल कर सकते हैं अगर 25 पास
पार्टीसिपेंट से ज्यादा लोग एक समय में कॉल करते हैं तो हमें जो सॉफ्टवेयर को
खरीदना पड़ता है जिसको अलग अलग कीमत पर अलग अलग पिक्चर रिज्यूम कंपनी के द्वारा
प्रोवाइड करवाए जाते हैं इसमें ज्यादा से ज्यादा एक समय में 1000 पार्टीसिपेंट देख
एक समय पे कॉल कर सकते हैं जिसमे वीडियो रिकॉर्डिंग औडियो रिकॉर्डिंग व फाइल शेयर
इत्यादि फीचर शामिल हैं
4)
What is Google Workspace software?
a) Google
Workspace is a collection of cloud computing, productivity, and collaboration
tools, software, and products developed by
Google.
Google Workspace, Google द्वारा विकसित क्लाउड कंप्यूटिंग, उत्पादकता और
सहयोग टूल, सॉफ़्टवेयर और उत्पादों का एक संग्रह है.
5)
Which
software is included in Google Workspace?
a) Gmail Contacts Calendar Meet and Chat for communication;
Drive for
storage Google Docs Editors suite
for content creation (like MS Word, MS Excel, MS PowerPoint) & etc.
6)
What is
Gmail?
a) जीमेल गूगल द्वारा विकसित एक मुफ्त ईमेल सेवा(Free
Email Service) है। उपयोगकर्ता वेब(Users
Web) पर Gmail का उपयोग कर सकते हैं
7)
How to
mail describe in step?
a) Open
any web browserà
i)
Click on the Compose option
ii)
Fill the mail adders of receiver[ form sender | To : receiver ]
iii)
Write the subject of your mail [ main purpose
]
iv) write your text in the compose email text area
v)
Attach your file related to your mail
vi)
Then click on the send button
8)
What is
the General name of the Word processor used in daily life?
a) MS
Word is also known as a word processor.
9)
What is
the General name of the text Editor?
a) Notepad
10)
What is
the General name of the Spreadsheet editor?
MS Excel
11)
What is MS
Word?
a) Microsoft
Word is a word processor developed by Microsoft. Microsoft Word is probably for
most regular office computer users one of the basic applications used on a
daily basis to create and read documents, written or edited on a computer.
माइक्रोसॉफ्ट वर्ड माइक्रोसॉफ्ट द्वारा विकसित एक वर्ड
प्रोसेसर है। माइक्रोसॉफ्ट वर्ड संभवतः अधिकांश नियमित कार्यालय कंप्यूटर
उपयोगकर्ताओं के लिए कंप्यूटर पर लिखे या संपादित दस्तावेजों को बनाने और पढ़ने के
लिए दैनिक आधार पर उपयोग किए जाने वाले बुनियादी अनुप्रयोगों में से एक है।
12)
What is MS
Excel?
a) Microsoft
Excel is a spreadsheet editor developed by Microsoft for Windows, macOS,
Android, iOS and iPad OS. It features calculation or computation capabilities,
graphing tools, pivot tables, and a macro programming language called Visual
Basic for Applications (VBA).
Microsoft Excel Windows, macOS, Android, iOS और iPad OS के लिए Microsoft द्वारा विकसित एक स्प्रेडशीट संपादक है। इसमें गणना या गणना क्षमताएं, रेखांकन उपकरण, पिवट टेबल और एक
मैक्रो प्रोग्रामिंग भाषा है जिसे विजुअल बेसिक फॉर एप्लीकेशन (VBA) कहा जाता है।
13)
Which
software used for improved company Internal communication?
a) Google
work space, microsoft 365 and etc
14) Full form and definition of UI?
a) UI
is stand for USER INTERFACE. The User Interface (UI) refers to the way humans
interact with information systems. In simple terms, it encompasses a series of
pages, screens, buttons, forms, and other visual elements used to interact with
devices.
UI यूजर इंटरफेस के
लिए खड़ा है। यूजर इंटरफेस (यूआई) उस तरीके को संदर्भित करता है जिस तरह से मनुष्य
सूचना प्रणाली के साथ बातचीत करते हैं। सरल शब्दों में, इसमें उपकरणों के
साथ बातचीत करने के लिए उपयोग किए जाने वाले पृष्ठों, स्क्रीन, बटन, रूपों और अन्य
दृश्य तत्वों की एक श्रृंखला शामिल है।
15)
What is
the definition and full form of UX?
a) User
Experience (UX) Design is the process design teams use to create products that
provide meaningful and relevant experiences to users. It encompasses the entire
relationship between the user and a product, aiming to make the experience of
interacting with a computer, smartphone, product, or service as intuitive,
smooth, and pleasant as possible.
उपयोगकर्ता अनुभव (UX) डिज़ाइन वह प्रक्रिया डिज़ाइन टीम है जिसका उपयोग
उपयोगकर्ताओं को सार्थक और प्रासंगिक अनुभव प्रदान करने वाले उत्पाद बनाने के लिए
किया जाता है। यह उपयोगकर्ता और एक उत्पाद के बीच पूरे संबंध को शामिल करता है,
जिसका उद्देश्य कंप्यूटर, स्मार्टफोन, उत्पाद या सेवा के साथ बातचीत करने के अनुभव को यथासंभव सहज,
सहज और सुखद बनाना है।
16)
UI and UX
are same or not?
a) No,
both are different
17)
What is
the component of UI?
a)
Chat
conversation: chat logs between the company or customer and as well as company employee
b)
Chat message
list: all chats in a list on the base of same conditions.
c)
Chat reaction:
like emoji useing in every type of conversation.
18)
What are
the benefits of chat UI?
a) Make
better customer experience
b) 24/7
Availability
c) Time
and Attention Savings
d) Automation
and Resource Efficiency
e) Enhanced
Communication
f) Bringing
Brands Closer to Customers
19)
Which
equipment is used for a voice-over?
a) Microphones
b) Headphones
c) Microphone
stand
d) Shock
Mount
e) Pop
filters
f) Acoustic
Treatment
20)
Why we
use Shock Mount equipment?
a) A shock mount is a piece of
equipment that protects a microphone from mechanically transmitted
noise. Sounds such as floor vibrations and vibrations from hands on the
microphone stand are mechanically transmitted noises.
शॉक माउंट उपकरण का एक टुकड़ा है जो एक माइक्रोफोन को
यंत्रवत् संचारित शोर से बचाता है। माइक्रोफ़ोन स्टैंड पर हाथों से फर्श कंपन और
कंपन जैसी ध्वनियाँ यांत्रिक रूप से प्रसारित शोर हैं
Software
requirements for handling calls/query
1)
Which
features are essential for call center management software?
a) Auto
recording
b) SMS Tracking
c) Voice
and mail transcription.
d) Automated
cold distribute
e) Flexible
and versatile
f) Integration
with the IVR System
g) Integration
with CRM
h) Real-time and historical reporting.
2)
What is SMS
tracking?
a) SMS
tracking feature helps to Keep tabs on old text messages your agent send and
receive from leads/ customer.
एसएमएस ट्रैकिंग सुविधा पुराने पाठ संदेशों पर नजर रखने में
मदद करती है जो आपके एजेंट लीड / ग्राहक से भेजते और प्राप्त करते हैं।
3)
Define automated call distributor?
a) ACD
ensured that a call is routed to only available agent because when a call comes
into the centre there’s a chance that some of your agent are busy with another
leads/customer.
एसीडी ने सुनिश्चित किया कि एक कॉल केवल उपलब्ध एजेंट को
रूट की जाती है क्योंकि जब कोई कॉल केंद्र में आती है तो एक मौका होता है कि आपका
कुछ एजेंट किसी अन्य लीड / ग्राहक के साथ व्यस्त हो।
4)
CRM used in a company?
a) To save time
b) Organized
data
c) Batter
customer experience
d) Automated
task
e) Store
long tram
5)
What is email?
a) Email stands for electronic mail
6)
What is Gmail?
a) Gmail,
short for Google Mail, is a free email service provided by Google. It allows
users to send and receive emails over the Internet.
जीमेल, Google मेल के लिए संक्षिप्त, Google द्वारा प्रदान की
जाने वाली एक मुफ्त ईमेल सेवा है। यह उपयोगकर्ताओं को इंटरनेट पर ईमेल भेजने और
प्राप्त करने की अनुमति देता है।
7)
Define
webchat?
a) Real-time communication between the company and the customer on a website is called web chat.
8)
What is the IVR System?
a) An
Interactive Voice Response (IVR) system is a technology that enables telephone
users to interact with a computer-operated telephone system using voice and
DTMF tones input via a keypad.
एक इंटरएक्टिव वॉयस रिस्पांस (आईवीआर) प्रणाली एक ऐसी तकनीक
है जो टेलीफोन उपयोगकर्ताओं को कीपैड के माध्यम से आवाज और डीटीएमएफ टोन इनपुट का
उपयोग करके कंप्यूटर संचालित टेलीफोन प्रणाली के साथ बातचीत करने में सक्षम बनाती
है।
9)
Full form
of ACD?
a) Automatic
call distributor
10)
What is
ACD?
a) ACD
meaning Automatic Call Distribution is a telephony system that receives
incoming calls. It filters them based on certain predefined distribution rules
and directs them to the right call center agents, departments or IVR menu.
एसीडी का अर्थ है स्वचालित कॉल वितरण एक टेलीफोनी प्रणाली
है जो इनकमिंग कॉल प्राप्त करती है। यह उन्हें कुछ पूर्वनिर्धारित वितरण नियमों के
आधार पर फ़िल्टर करता है और उन्हें सही कॉल सेंटर एजेंटों, विभागों या आईवीआर मेनू पर निर्देशित करता है।
11) What is the customer interaction?
a) Access,
control, and visibility as well as chronicling customer interaction initiated
by all type of communication channels like as a phone, web chat, emails or
social media)
पहुंच, नियंत्रण और
दृश्यता के साथ-साथ फोन, वेब चैट, ईमेल या सोशल मीडिया जैसे सभी प्रकार के संचार
चैनलों द्वारा शुरू की गई ग्राहक बातचीत को क्रॉनिकल करना)|
12)
What is
call management software?
a) Call
management software is a powerful tool that helps organizations handle large
volumes of inbound and outbound calls effectively.
कॉल प्रबंधन सॉफ्टवेयर एक शक्तिशाली उपकरण है जो संगठनों को बड़ी मात्रा में इनबाउंड और आउटबाउंड कॉल को प्रभावी ढंग से संभालने में मदद करता है|
13)
What is
sales forecasting?
a) Sale
forecasting tool use historical and real time sales and date assistant
forecasting short term and long term sales result.
बिक्री पूर्वानुमान उपकरण ऐतिहासिक और वास्तविक समय की बिक्री और दिनांक सहायक पूर्वानुमान अल्पकालिक और दीर्घकालिक बिक्री परिणाम का उपयोग करता है।
Module 9
Process requirement for making outbound calls
1)
What is the outbound process?
a) जिस प्रोसेस मे कंपनी
द्वारा आपने कस्टमर और नए कस्टमर बनाने के लिए कान्टैक्ट करती है |
2)
What is outbound calling?
a) आउट्बैउन्ड कॉलिंग मे कंपनी आपने नए कस्टमर बनाने और आपने प्रोडक्ट ओर सर्विस मे आए अपडेट को बताने के लिए कस्टमर से संबंद् स्थापित करती हैं|
3) What is a Call Center?
Ans. यह एक ऐसा प्लेस होता है जहा बहुत से एम्प्लॉय (cce) एक जगह बैठ कर कस्टमर की क्वेरी को सुनते हैं और उनकी क्वेरी का सॉल्यूशन प्रोवाइड करवाते हैं उससे हम कॉल सेंटर कहते हैं|
4) why do we use outbound process generally?
Ans. आउट-बाउंड प्रक्रिया को हम कई तरीकों से उसे कर सकते हैं जैसे की टेली-मार्केटिंग ,पेमेंट रिमाइंडर ,कस्टमर सर्विस कॉल्स ,मार्केटिंग रिसर्च ,नॉन प्रॉफिट और चैरिटी फंडिंग , सर्वे इत्यादि के लिए हम आउट-बाउंड प्रक्रिया का उपयोग करते हैं
5) What is telegram marketing?
Ans. टैली मार्केटिंग अर्थ फोन पर मार्केटिंग करने से हैं अर्थात फोन के माध्यम से किसी भी संभावित कस्टमर को संपर्क करने और उसकी योग्यता व रुचि को जानने के लिए कस्टमर के साथ संपर्क बनाया जाता है
6) What is the strategies for successful outbound calls?
Ans. एक कामयाब आउटीबाउंड कॉल करने के लिए बहुत से तरीके होते हैं जिनमें से कुछ तरीके निम्नलिखित हैं
1. Predictive dialling
2. Scripting to overcome annoyance
3. Blended agents
4. Do not call lists
7) What is voice process in BPO?
Ans. Agents CCE make calls to the customer and sales product and service and troubleshoot the problems there a two types of voice process first one is inbound call and second one is outbound call centers.
एजेंट सीसीई ग्राहक और बिक्री उत्पाद और सेवा को कॉल करते हैं और समस्याओं का निवारण करते हैं, वॉयस प्रक्रिया में दो प्रकार होते हैं, पहला इनबाउंड कॉल और दूसरा आउटबाउंड कॉल सेंटर।
Q8. what is the full form of BPM?
Ans. Business possess management
Q9. How many types of BPO?
Ans. There is two types of BPO : 1:- Domestic 2. Non Domestic
Q10. Write the 10 domestic companies of India?
Ans . Indian Oil Corporation 2. Bharat Petroleum 3. Bajaj Auto
4. State Bank of India 5. HDFC pvt. ltd 6. Bharat Electronics Limited
7. Bharti Airtel 8. HFCL 9. Hindustan Motors 10. Infosys
s
Comments
Post a Comment