Class 11 IT Chapter 1 IT – ITeS Industry

Class 11 IT Chapter 1 IT – ITeS Industry Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 11 IT Chapter 1 IT – ITeS Industry Question Answer and select need one. Class 11 IT Chapter 1 IT – ITeS Industry Notes Download PDF. AHSEC Class 11 Elective IT-ITeS Question Answer English Medium.

Class 11 IT Chapter 1 IT – ITeS Industry

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Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 11 Elective IT-ITeS Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 11 IT-ITeS Textbook Solutions English Medium for All Chapters, You can practice these here.

IT – ITeS Industry

Chapter: 1

A. Multiple choice questions: 

1. What is Business Process Outsourcing? 

(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? 

(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? 

(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: (a) Outsourcing an information-producing function.  

B. State whether the following statements are True or False:

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

Ans: True.

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.

C. 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: Four.

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

Ans: KPO.

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

Ans:.BPO.

D. Write the full form of the following acronyms:

1. IT _______________________________. 

Ans: Information Technology.

2. ITeS _______________________________. 

Ans:  Information Technology enabled Services.

3. ISP _______________________________. 

Ans: Internet Service Protocol. 

4. BPO _______________________________.

Ans: Business Process Outsourcing.

5. BPM _______________________________. 

Ans:  Business Process Management.

6. CRM _______________________________. 

Ans: Customer Relationship Management.

7. KPO _______________________________.

Ans: Knowledge Process Outsourcing.

E. Short answer questions (50 words): 

1. What are the services offered by ITeS? 

Ans: ITeS offers different services integrated in a single delivery mechanism to end users. These services provide a lot of career options that include opportunities in offices, such as Call Centres, Payrolls, Logistics Management, Revenue Claims Processing, Medical Billing, Coding, Medical Transcription, Legal Databases, Back Office Operations, Content Development, GIS (Geographical Information System), Web Services and HR Services, Customer Relationship Management, Data Entry and Data Processing, Software Development, Data Warehousing, IT Help Desk Services, Enterprise Resource Planning and Telecommunication Services.

2. List the top 10 BPO companies in India. 

Ans: The top 10 BPO companies in India are:

(i) Genpact: It is a multinational company, which handles national and international call centres all over the world. Genpact is ranked the number one BPO provider in India.

(ii) Tata Consultancy Services (TCS): This BPO is recognised as one of the best in banking business process outsourcing (BPO) by Everest Group.

(iii) Wipro BPO: It provides a broad spectrum of services across IT services and business process outsourcing (BPO). It contributed approx 7.5% to India’s Gross Domestic Product. Aegis Limited is a leading global business service provider of customer experience management.

(iv) Serco Global Services: It offers a consulting-led approach and focusses on integrated end-to-end business services.

(v) Infosys BPO: Now called Infosys BPM, it is a reflection of the paradigm shift in the nature of services that the company now offers through its holistic approach of end-to-end transformative business process management (BPM). 

(vi) WNS: It is the world’s most preferred Business Process Management (BPM) destination since the past two decades.  

(vii) Global Services: It is the world’s most preferred business process management (BPM) destination since the past two decades.

(viii) Firstsource Solutions: It is a leading provider of customised business process management (BPM) services.

(ix) Hinduja Global Solution: It is a global leader in business process management (BPM) and optimising the customer experience lifecycle.

(x) EXL Service: It is an operations management and analytics company. EXL offers insurance, banking, financial services, utilities, healthcare, travel, transportation and logistics services.

3. What are the four sectors of IT industry?

Ans: IT industry can be broadly classified into four sectors:

(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. That, in turn, owns and manages the selected processes based on defined and measurable performance metrics.

(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. 

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

Ans: In the voice process, there are four kinds of jobs that you can do: 

(i) Accepting orders. 

(ii) Customer service. 

(iii) Tele-sales.

(iv) Credit and collections.

(i) Accepting Orders: This involves taking orders from customers. It could be for any product that the customer has seen through a mailer or any online promotion. Accepting order calls are inbound calls. 

As a CSR accepting orders, you must do the following: 

(a) Make sure that you listen carefully.

(b) Type the order request into your CRM software correctly.

(ii) Customer service: Customer Service means taking calls from customers. All these are inbound calls. A CSR, in customer service, may have to attend to 200 calls each day. This can be taxing, more so because most customer calls are complaint calls.

(iii) Tele-sales: In tele-sales, all calls are outbound. This job involves calling customers to make a sale over the phone.

(iv) Credit and Collections: In this division, the CSR calls the customers to recover pending payments. Sometimes, customers too may call to check on their payment status. That makes the calls both inbound and outbound.  

5. What are inbound and outbound Call Centre services?

Ans: Inbound Call Centre services typically include answering services that are available 24×7. Call Centre agents can also be trained to up-sell and cross-sell services, take orders and provide information on the benefits and features of products/services. 

Outbound Call Centre services include services like telemarketing, lead generation and market intelligence services.

Parimol

Hi! my Name is Parimal Roy. I have completed my Bachelor’s degree in Philosophy (B.A.) from Silapathar General College. Currently, I am working as an HR Manager at Dev Library. It is a website that provides study materials for students from Class 3 to 12, including SCERT and NCERT notes. It also offers resources for BA, B.Com, B.Sc, and Computer Science, along with postgraduate notes. Besides study materials, the website has novels, eBooks, health and finance articles, biographies, quotes, and more.