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100+ Free Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Practice Questions

Council of Higher Secondary Education, Odisha — Higher Secondary (+2) Vocational IT/ITeS — CRM Domestic Voice (Domestic CRM Voice, SSC/Q2210) practice questions are available now; exam metadata is being verified.

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2026 Statistics

Key Facts: Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Exam

CRM Domestic Voice

CHSE Odisha +2 vocational IT/ITeS trade (Engineering & Technology area)

CHSE CLASS-XI-XII-VOC-CRM-Domestic-Voice.pdf; SAMS GVHSS trade list

SSC/Q2210

Qualification Pack reference for job role Domestic CRM Voice

VOC-ITV-IT-ITes-CRM-Domestic-Voice.pdf (PSSCIVE curriculum hosted by CHSE)

~80T + ~120P

SAMS trade framing: Trade Subject ~200 marks (Theory ~80, Practical ~120); confirm current scheme

SAMS Odisha Vocational Trade Subjects of GVHSSs

XI + XII units

Class 11: IT/ITeS, CRM training, outbound calls, FreeCRM, work management, safety; Class 12: ERP, procurement/BPO, learning

CHSE CRM Domestic Voice syllabus PDFs

CHSE Odisha

Council of Higher Secondary Education, Odisha administers AHSE / vocational examinations

chseodisha.nic.in

MCQ adaptation

This bank trains theory/service-judgment knowledge only—not practical replacement

OpenExamPrep study adaptation disclosure

CHSE Odisha +2 vocational IT/ITeS CRM Domestic Voice (SSC/Q2210): mixed theory ~80 + practical ~120 under SAMS trade framing (confirm circular). Covers BPO/CRM voice, outbound calls, FreeCRM, work management, safety, ERP, employability. Free 2026 MCQ bank is a theory/judgment study adaptation—not a practical skill-evidence replacement.

Sample Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Practice Questions

Try these sample questions to test your Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1In the IT/ITeS sector, ITeS primarily stands for:
A.Internal Technical engineering Standards
B.International Trade electronic Systems
C.Integrated Telecom enterprise Software
D.Information Technology enabled Services
Explanation: ITeS means Information Technology enabled Services—business processes delivered using IT infrastructure (for example BPO voice and non-voice services). CHSE CRM Domestic Voice Unit 1 introduces the IT/ITeS industry as the sector context for the job role.
2Business Process Outsourcing (BPO) is best described as:
A.Printing government currency for a central bank
B.Banning all customer telephone contact permanently
C.Hiring an external organization to perform selected business processes
D.Building only physical factory machinery inside one campus
Explanation: BPO means contracting selected business processes (such as customer service, collections, or data entry) to a specialized external provider. Domestic CRM Voice work is a classic BPO voice process taught in CHSE Unit 1.
3Which contrast best matches Domestic BPO versus International BPO?
A.Domestic never uses telephones; international never uses computers
B.Domestic is always illegal; international is always free of rules
C.Domestic only does hardware repair; international only does farming
D.Domestic serves clients/customers mainly within the same country; international serves overseas clients/markets
Explanation: CHSE Unit 1 explicitly discusses the difference between Domestic and International BPO. Domestic processes primarily serve clients and customers inside the same country (for example India-to-India voice support), while international processes serve overseas clients/markets, often with different language, accent, and time-zone demands.
4An inbound call in a contact center is a call that:
A.Is always a silent automated test with no human on either end
B.Can only be made after midnight by the agent to a prospect
C.Is received by the agent because the customer initiated contact
D.Means the agent physically walks into the office building
Explanation: Inbound calls are customer-initiated contacts that agents answer (support, inquiry, complaint). Outbound calls are agent-initiated (tele-sales, collections, surveys). CHSE Unit 1 requires distinguishing inbound and outbound calls.
5KPO in the outsourcing landscape typically refers to:
A.Kitchen Pantry Operations for cafeteria staffing only
B.Keyboard Plastic Overlays used as dust covers
C.Kilometre Point Offset used only in road surveying
D.Knowledge Process Outsourcing involving higher-skill analytical work
Explanation: KPO is Knowledge Process Outsourcing—higher-skill, knowledge-intensive work (research, analytics, specialized judgment) beyond routine BPO transactions. CHSE Unit 1 lists KPO alongside HRO and LPO as related outsourcing concepts.
6HRO in IT/ITeS outsourcing contexts commonly stands for:
A.Hardware Router Output
B.Home Radio Operation
C.High-Risk Only authorization
D.Human Resource Outsourcing
Explanation: HRO is Human Resource Outsourcing—HR processes such as payroll support, recruitment process outsourcing, or HR helpdesk functions delivered as outsourced services. It is listed with KPO and LPO in the CHSE IT/ITeS introduction unit.
7LPO in the outsourcing family of services typically means:
A.Low-Power Operation for batteries
B.Local Packet Only networking
C.Legal Process Outsourcing
D.Library Public Opening hours
Explanation: LPO is Legal Process Outsourcing—legal support processes (document review, research support, contract administration tasks within allowed scope) delivered as outsourced work. CHSE Unit 1 asks learners to define KPO, HRO, and LPO together with BPO.
8Why is CRM Voice important for many IT/ITeS employers?
A.It permanently replaces all written contracts and product manufacturing
B.It guarantees that every customer will always buy immediately
C.It is a primary channel to resolve queries, sell/service products, and protect customer relationships at scale
D.It eliminates the need for any data privacy or identity checks
Explanation: CRM Voice associates handle high volumes of customer interactions that affect satisfaction, retention, revenue (sales/collections), and brand trust. CHSE learning outcomes stress the need and importance of CRM Voice and providing appropriate solutions through selected contact modes.
9Which process-flow idea best matches a typical CRM Voice interaction?
A.Authenticate/identify customer → understand need → resolve or route → document in CRM → close professionally
B.Ship a physical server to the customer before any greeting
C.Ignore identity → argue first → hang up without notes → delete the account
D.Wait for the customer to write source code before answering
Explanation: Standard CRM Voice process flow starts with greeting and identity verification against pre-registered data, then discovery of the need, resolution or correct routing, accurate CRM documentation, and a professional close. That sequence aligns with CHSE Unit 1 practical outcomes (verify identity, communicate by selected mode, provide solutions, keep services updated).
10Employment trends in India’s IT/ITeS industry are best characterized for learners as:
A.Jobs only in coal mining with no software or services
B.A permanent ban on English-language communication in business
C.Significant growth creating diverse roles including BPO voice and non-voice support jobs
D.Complete disappearance of all customer-service jobs worldwide
Explanation: CHSE Unit 1 covers growth of the IT sector in India, classification of the industry, and employment trends. IT/ITeS growth has created large numbers of roles in software, BPO voice/non-voice, and related support functions that CRM Domestic Voice students prepare for.

About the Odisha CHSE +2 Vocational IT/ITeS CRM Domestic Voice Practice Questions

Verified exam format metadata for Council of Higher Secondary Education, Odisha — Higher Secondary (+2) Vocational IT/ITeS — CRM Domestic Voice (Domestic CRM Voice, SSC/Q2210) is pending. The practice questions above remain available while official exam length, timing, passing score, fee, and administrator details are reviewed.