BPO 面试题与答案

Question: Explain the concept of Customer Effort Score (CES) and its relevance in a BPO.

Answer: CES measures the ease with which customers can accomplish their goals when interacting with a company, and in a BPO, it helps assess the efficiency of customer support processes.

Example:

Implementing a post-interaction survey in a BPO call center to measure customers' perceived effort in resolving issues provides insights for process improvement.