Across
- 2. Country that skyrocketed in popularity for BPO during COVID
- 8. Productivity app provider used by many BPOs and their clients
- 9. Acronym for a KPI that measures customer advocacy
- 11. Pricing model where "per call" is an example
- 12. Industry term for an inhouse operations centre
- 13. Term for non-customer facing operations
- 14. New Zealand is an example of a ___ destination for the Australian market.
- 15. A place Tim Evans thinks is best avoided in BPO site visits
- 16. Acronym for the KPI that measures customer satisfaction
Down
- 1. Number of degrees celsius temperature in Philippines contact centre
- 3. Pricing model where "per sale" is an example
- 4. Most popular English-language contact centre outsourcing destination
- 5. Most cost-competitive offshoring destination in a World Bank study
- 6. "O" in DBOT stands for...
- 7. Country that pioneered offshoring services
- 10. Challenger outsourcing destination which has built a centre of excellence for customer acquisition and retention work