Across
- 6. Outsourcing services to companies located within the same country.
- 9. Hiring service providers located in different countries, often to reduce costs.
- 10. A contract outlining expected service standards and performance metrics between provider and client.
Down
- 1. Hiring third-party service providers to handle specific business functions or processes.
- 2. Strategies and tools used to manage interactions with customers, enhancing satisfaction and loyalty.
- 3. Delegating specific tasks or functions to external service providers.
- 4. A centralized office used for receiving or transmitting a large volume of requests by telephone.
- 5. Customer-facing operations, including sales and customer support services.
- 7. Metrics used to evaluate the success and efficiency of BPO services (e.g., response time, customer satisfaction).
- 8. Support operations that do not interact directly with customers (e.g., accounting, IT, HR).