Business Services Business Services Operations

Question 1

What is the primary goal of business process outsourcing (BPO)?

Accepted Answer

Delegate non-core functions to external providers

Answer

BPO involves contracting non-core business functions to third-party service providers to reduce costs and improve efficiency.

Question 2

Which metric is most commonly used to measure call center operational efficiency?

Accepted Answer

Average Handle Time (AHT)

Answer

Average Handle Time (AHT) measures the average duration of a customer interaction, making it a key call center efficiency metric.

Question 3

What does SLA stand for in business services contracts?

Accepted Answer

Service Level Agreement

Answer

A Service Level Agreement (SLA) is a contract that defines the expected level of service between a provider and a client.

Question 4

Which of the following best describes a shared services center?

Accepted Answer

A centralized unit that provides support services to multiple business units

Answer

A shared services center consolidates support functions like HR, finance, and IT into one centralized unit serving multiple internal departments.

Question 5

In operations management, what does 'throughput' measure?

Accepted Answer

The rate at which a system produces output over time

Answer

Throughput is the rate at which a system generates output or completes processes within a given time period.

Business Services Practice Test