AHSEC Class 11 IT-ITES (NSQF) 2023 Question Paper [H.S 1st Year IT-ITES Question Paper]

In this post, we have shared the AHSEC Class 11 IT-ITES (NSQF) Question Paper 2023, which is highly beneficial for exam preparation. The HS 1st Year IT-ITES (NSQF) Question Paper 2023, along with the Assam State School Education Board Division -I (ASSEB) Assam Board Class 11 IT-ITES (NSQF) Question Paper 2023 in PDF, is a valuable resource to help you analyze the question paper in detail and understand the correct approach to answering it effectively.

E-ITES
2023
IT/ITeS (NSQF)
(Domestic CRM-Voice)

Full Marks: 50
Pass Marks: 15
Time: 2 hours

The figures in the margin indicate full marks for the questions.

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ALLOTMENT OF MARKS

PART-A: Employability Skills

• Q. No. 1 carries 1 mark each

• Q. No. 2 carries 1 mark each

• Q. Nos. 3 to 5 carry 2 marks each

PART-B: Vocational Skills

• Q. No. 6 carries 1 mark each

• Q. No. 7 carries 1 mark each

• Q. No. 8 carries 1 mark each

• Q. No. 9 carries 1 mark each

• Q. No. 10 carries 2 marks each

• Q. No. 11 carries 3 marks each

• Q. No. 12 carries 5 marks

PART-A: Employability Skills

1. Fill in the blanks (any two):

(a) A ______ is a group of people working together towards achieving a common goal.
(b) Feedback is an important part of the ______ cycle.
(c) Values are ______ and principles which make a person compelled to think and act in a certain way.

2. Multiple-choice questions (Select the correct answer):

(a) What is the main role of the government in a green economy?

• (i) Making policies

• (ii) Making inventions

• (iii) Creating awareness

• (iv) Using new technologies

(b) Which of the following traps small children into inappropriate relations?

• (i) Online predators

• (ii) Worms

• (iii) Trojan Horse

• (iv) Anti-virus

3. What qualities should a good leader possess?

4. How can you increase the performance of a computer?

5. Write the names of barriers that can affect better communication.

PART-B: Vocational Skills

6. Fill in the blanks (any four):

(a) Indian IT industry is set to touch ______ billion by the year ______.
(b) Employees should make sure that they keep their personal things in a ______ place.
(c) ______ safety is the major part of every organization.
(d) ACD stands for ______.
(e) A domestic BPO offers services to ______ customers.

7. Write the full forms of the following (any four):

(a) ITeS
(b) TCS
(c) CRM
(d) ACW
(e) SFA

8. Multiple-choice questions (Select the correct answer):

(a) What are the skills required by a domestic BPO representative?

• (i) Fluency in the local language with a natural accent

• (ii) Excellent fluency in the English language

• (iii) Both of the above

• (iv) None of the above

(b) What is a hazard?

• (i) Anything with the potential to cause harm

• (ii) Where an accident is likely to cause harm

• (iii) The likelihood of something going wrong

• (iv) An accident waiting to happen

9. State whether the following statements are True or False (any four):

(a) Call centers provide customer interaction and communication services.
(b) Any injury at the workplace should be reported to the Supervisor immediately.
(c) Safety signs can prevent accidents.
(d) Every mobile phone has a text messaging service.
(e) E-mail stands for elementary mail.

10. Answer in short (any six):

(a) What are the services offered by ITeS?
(b) List the various call center outsourcing jobs in India.
(c) List the roles and responsibilities of a CRM domestic voice representative.
(d) What is a complaint?
(e) What is the importance of meeting and greeting?
(f) What technologies should be used to develop CRM?

11. Write short notes on the following (any three):

(a) Work management
(b) Export
(c) Gratitude
(d) Electrical safety
(e) Automated attendant
(f) CRM cycle

12. What is a complaint? What are the characteristics of a confused customer? (2+3)

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