Class 11 IT/ITeS CRM Domestic Voice questions answers Unit 1: IT-ITeS industry

Dear students, here in this page, I have provided questions answers of class 11 IT/ITeS unit 1 : IT-ITeS industry from CRM Domestic Voice book.  published by NCERT

Class 11 IT/ITeS CRM Domestic Voice questions answers Unit 1: IT-ITeS industry

 

 

1. Multiple choice questions.

একাধিক বিকল্পৰ প্ৰশ্ন-

1. What is Business Process Outsourcing?

ব্যৱসায় প্ৰক্ৰিয়া আউটচৰচিং কি ?

(a) Outsourcing an information-producing function
(b) Outsourcing an operational function
(c) Outsourcing research and development
(d) Outsourcing the payroll department

Ans: (a) Outsourcing an information -producing function

 

2. What are the skills required by a domestic BPO representative ?

   Domestic BPO প্ৰতিনিধি এজনৰ কি কি দক্ষতাৰ প্ৰয়োজন ?

(a) Fluency in the local language with natural accent
(b) Excellent fluency in the English language
(c) Both of the above
(d) None of the above

Ans: (c) Both of the above.

 

3. In the voice process, which are the kind of jobs that a representative cannot do ?

(a) Accepting orders
(b) Customer service
(c) Keeping data of employee records
(d) Credit and collection.

Ans: (c) Keeping data of employee records.

 

4. What is an example of Business Process Outsourcing?
   ব্যৱসায় প্ৰক্ৰিয়া আউটচৰচিংৰ উদাহৰণ কি ?

(a) Using an outside company to function as a Call Centre
(b) Using an outside company to function as the research and development
department
(c) Using an outside company to function as the payroll department
(d) Using an outside company to function as the human resource department

Ans: (a) Using an outside company to function as a Call Centre.

 

5. What is knowledge Process Outsourcing ?

(a) Outsourcing an information-producing function
(b) Outsourcing an operational function
(c) Outsourcing a Call Centre
(d) Outsourcing the manufacturing department

Ans: (c) Outsourcing a Call Centre.

 

State whether the following statements are True or False.

নিম্নলিখিত মন্তব্যবোৰ সচা নে মিছা উল্লেখ কৰা –

1. Growth of the IT sector in India is increasing every year

Ans: True

2. 2. Indian IT workforce will be the highest sector employer by 2020.

Ans: False

3. International BPO CSR communication needs fluency in national and local
   language.

Ans: False

4. Intelligent Call Routing is a new technology in telecommunication.

Ans: True

5. Every mobile phone has text messaging service.

Ans: True

6. Online Chat helps CSR for recommendation of online products services.

Ans: True

7. Call Centres provide customer interaction and communication services

Ans: True

 

Fill in the blanks

1. Indian IT industry is set to touch ______________________ billion by year ___________

Ans: $225, 2020

2. IT industry can be broadly classified into ______________ sectors.

Ans: 4 (four)

3. A _____________ involves processes like market research , survey analysis.

Ans: KPO (Knowledge Process Outsourcing)

4. An international ________________ offers services to clients from different countries.

Ans: BPO ( Business Process Outsourcing)

 

Class 11 IT/ITeS CRM Domestic Voice questions answers Unit 1: IT-ITeS industry

Write the full form of the following acronyms-

1. IT – Information Technology.
2. ITeS- Information Technology Enabled Services.
3. ISP- Internet Service Provider
4. BPO- Business Process Outsourcing.
5. BPM- Business Process Management.
6. CRM- Customer Relationship Management.
7. KPO- Knowledge Process Outsourcing.

 

Class 11 IT/ITeS CRM Domestic Voice questions answers Unit 1: IT-ITeS industry

 

Short answer questions ( 50 words)

1. What are the services offered by ITeS ?

Ans: The services offered by ITeS are as follows –

i. Claims Processing for example, Insurance.

ii. Customer Support (Call Centers)

iii. Office operations such as accounting, data processing, data mining.

iv. billing and Collection, for example, telephone bills.

v. Internal audit and payroll, for example, salary bills on monthly basis

 

1. চমু উত্তৰৰ প্ৰশ্ন ( ৫০ টা শব্দৰ ভিতৰত )

১। আই টি ই এছ ৰ দ্বাৰা প্ৰদান কৰা সেৱা বোৰ কি কি ?

উত্তৰ : ১) দাবী প্ৰক্ৰিয়া কৰণ, উদাহৰণ স্বৰুপে বীমা ।

২) অফিচ অপাৰেচন যেনে একাউণ্টিং, ডাটা প্ৰক্ৰিয়াকৰণ, ডাটা খনি ।

৩) আভ্যন্তৰিন আৰু পেৰোল উদাহৰণ স্বৰুপে মাহিলি আধাৰত বেতন বিল ।

৪) বিলিং আৰু সংগ্ৰহ উদাহৰন স্বৰুপে টেলিফোন বিল ।

 

2. List the top 10 BPO companies in India.

Ans: i. Genpact

ii. Tata Consultancy Services ( TCS)

iii. Wipro BPO

iv. Infosys BPO

v. WNS

vi. First Source Solutions

 

২। ভাৰতৰ শীৰ্ষ ৬ টা বি পি ও কোম্পানীৰ তালিকা দিয়া ।

উত্তৰ : i. Genpact

ii. Tata Consultancy Services ( TCS)

iii. Wipro BPO

iv. Infosys BPO

v. WNS

vi. First Source Solutions

 

3. What are the four sectors of IT industry ?

Ans: The four sectors of IT industry are-

i. IT Services : It includes the services, such as consulting , systems integration, IT outsourcing /managed                       services/hosting services, training and support/maintenance.

ii. Business Process Management : It deals with the management of one or more business processes by an                  external organisation.

iii. Software Products: It is the IT Industry segment providing services in the area of software products,                          through all or any of the product lifecycles.

iv. Engineering Research and Development : These services are those that augment or manage processes that              are associated with the creation of a product or service, as well as those associated with maximising the life              span and optimising the yield associated with a product or asset.

 

৩। আই টি উদ্যোগৰ চাৰিটা খণ্ড কি কি ?

উত্তৰ : আই টি উদ্যোগৰ চাৰিটা খণ্ড হ’ল-

i. আই টি সেৱা সমুহ : ইয়াত বিভিন্ন সেৱা সমুহ অন্তৰ্ভুক্ত থাকে যেনে পৰামৰ্শ, প্ৰণালী একত্ৰীকৰণ,তথ্য প্ৰযুক্তি                           আউটচৰ্চিং/ পৰিচালনা কৰা সেৱাসমুহ/ হোস্তিং সেৱাসমুহ, প্ৰশিক্ষণ আৰু সমৰ্থন / তত্বাবধান ।

ii. ব্যবসায় প্ৰক্ৰিয়া ব্যবস্থাপনা: ই এটা বাহ্যিক সংস্থাৰ দ্বাৰা এটা বা ততোধিক ব্যৱসায়িক প্ৰক্ৰিয়া পৰিচালনাৰ সৈতে                     জড়িত

iii. চফ্টৱেৰ প্ৰডাক্টসমূহ : ই হৈছে আই টি উদ্যোগ খণ্ড, যিয়ে সকলো বা যিকোনো প্ৰডাক্টৰ জীৱনচক্ৰৰ জৰিয়তে চফট্               ৱেৰ প্ৰডাক্টৰ ক্ষেত্ৰত সেৱা প্ৰদান কৰে।

iv. অভিযান্ত্ৰিক গৱেষণা আৰু উন্নয়ন : এই সেৱাসমূহ হ’ল সেইবোৰ যিয়ে কোনো পণ্য বা সেৱা সৃষ্টিৰ সৈতে জড়িত                    প্ৰক্ৰিয়াসমূহ বৃদ্ধি বা পৰিচালনা কৰে, লগতে জীৱনকাল সৰ্বাধিক কৰা আৰু কোনো পণ্য বা সম্পত্তিৰ সৈতে জড়িত                উৎপাদন অনুকূল কৰাৰ সৈতে জড়িত।

 

4. List the various Call Centre outsourcing jobs in India .

Ans: The various Call Centre outsourcing jobs in India are –

i. Handling customers’ questions or complaints 24/7

ii. Preparing the salaries for their employees

iii. Telemarketing their products.

iv. Collecting money from customers.

v. Sending out bills and other processes that support their main business.

 

৪। ভাৰতৰ বিভিন্ন কল চেণ্টাৰ আউটচ’ৰ্চিং চাকৰিৰ তালিকা দিয়া ।

উত্তৰ : ভাৰতৰ বিভিন্ন কল চেণ্টাৰ আউটচ’ৰ্চিং চাকৰিৰ তালিকা হ’ল –

i. গ্ৰাহকৰ প্ৰশ্ন বা অভিযোগ পৰিচালনা কৰা ।

ii. তেওলোকৰ কৰ্মচাৰী সকলৰ বাবে দৰমহা প্ৰস্তুত কৰা ।

iii. তেওলোকৰ সামগ্ৰীৰ টেলি মাৰ্কেটিং কৰা ।

iv. গ্ৰাহকৰ পৰা টকা সংগ্ৰহ কৰা ।

v. বিল আৰু অন্যান্য প্ৰক্ৰিয়া প্ৰেৰণ কৰা যি তেওলোকৰ মূখ্য ব্যবসায়ক সমৰ্থন কৰে ।

 

5. What are the inbound and outbound Call Centre services ?

Ans: The inbound Call Center Services are-

i. To take orders

ii. Answering services that are available 24/7

iii. To up-sell and cross-sell services

The Outbound Call Center Services are-

i. Telemarketing

ii. Lead Generation

iii. Debt Collection Calls

iv. Customer Follow -Up

 

৫। ইনবাউণ্ড আৰু আউটবাউণ্ড কল চেণ্টাৰ সেৱা কি কি ?

উত্তৰ : ইনবাউণ্ড কল চেণ্টাৰ সেৱাসমুহ হৈছে –

• অৰ্ডাৰ গ্ৰহণ কৰা ।
• গ্ৰাহকক সেৱা প্ৰদান কৰা ।

 

আউটবাউণ্ড কল চেণ্টাৰ সেৱাসমুহ হৈছে –

• টেলি বিক্ৰি
• ক্ৰেডিট আৰু সংগ্ৰহ

 

👉 Chapter 2 CRM Domestic Voice Representative Training Questions Answers

Conclusion :

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Class 11 IT/ITeS CRM Domestic Voice questions answers Unit 1: IT-ITeS industry

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