BPO Interview Question and Answers
by Venkatesan M
What is a call centre?
Call center is a customer care center where calls are handled in large numbers. There are two types of call centers, Inbound and Outbound. An inbound call center is where calls are handled keeping the customer care in concern, and customer associate will only receive calls. While in outbound call center the calls are done by the associate for product inquires or sometimes sales related.
Tell me something about BPO and how it works?
BPO is abbreviated as Business Process Outsourcing. When a company wants its non-core work to be done by an expert at cheaper costs then they outsource their work to other country, which is called Business Process Outsourcing. The outsourcing is generally made between two countries.
What do you know about BPO industry?
BPO as the term says is outsourcing a part of business task to a company that specializes in handling that specific part of the business. Its service include – back office processing, customer support, medical transcription service technical support by way of voice, email and chat. The industry has been growing by leaps and bounds over the last two years. India us one of the most favored outsourcing destinations due to its skilled, educated English proficient and relatively cheaper workforce.
What are the major sectors for outsourcing?
IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction are some of the sectors where majority of outsourcing works get done.
Are you comfortable working in night shifts?
Always answer this question as yes, as the majority of the outsourcing work is done according to the country timeline from where the work gets outsourced in which case it is night shift most of the time. It also shows your willingness and interest towards the roles and your approach towards the job.
Why do you want to join this company?
It goes without saying that a job in an MNC like ABC is a dream for every job applicant. I am no different. My friend who has been working here for the past 2 months expressed his complete satisfaction of working at ABC(COMPANY NAME). I have a skill-set that meets the requirements of the job. Also am confident that I can put forth my best efforts and add value to organization. So it’s a mutual fit; the job fits my objectives and I fit the job well. That is the reason I want to join this company.
Describe yourself in 3 words?
If I were to describe myself in 3 words…I would say am goal-driven, a creative thinker and a person with passion to outclass.
What is the difference between the shore and off-shore outsourcing?
When any project or work allotted outside the country which is not nearby is called off-shore outsourcing and anything outsourced nearby country is called shore outsourcing.
What is inbound and outbound call centers?
An inbound call centers will only receive calls while outbound call centers will place calls. In general inbound call centers function as companies service department, while outbound handles the service department.
Tell me about your family background?
We are three altogether. My father, my mother (who is a house wife), and me. We are based in New York.
What is/are your hobbies?
Listening to music and surfing net.
Note: If you say that your hobby is reading books, you may be asked to describe a recent book that you’ve read.
Would you like to work in night shifts?
Which one do you think –web or voice- suits your qualifications better?
Since, they are asking you for your preference there is no problem in telling your choice. Just have to make sure that whatever option you chose had a legitimate reason.
How can you relate call centers to BPO?
Call centers may be one of the very first processes in a business that was openly outsourced.
What is the difference between KPO and BPO?
KPO is a knowledge process outsourcing while BPO is business process outsourcing. KPO provides the knowledge based services like medical billing, documentation or claiming insurance. While BPO is totally customer service oriented.
What are the different types of BPO’s?
BPOs are segmented into five different categories.
- Administrative Department
- Purchase Department
- Selling Department
- Call Centre
- Back Office
Why companies Outsource?
- It is cost saving
- To focus on core activities
- To get quality work done by the expertise in that domain
Why do you see BPO as your career?
BPO has always been a career choice for me as you are exposed to a new field, which gives you an opportunity to grow and develop your personality and communication skills. The recent survey also tells the fast growth of this industry.
Why do you think you will do well in this job?
Give several reasons like experience, interest and skills.
How would you describe the ideal job for you following graduation?
I look for job which gives me job satisfaction and pays me well.
Where you see BPO in the current market?
In the current situation where many companies failed to survive in the market, BPO sector has achieved a milestone in an economic crisis. It helped to reduce the unemployment rate marginally in developing countries where some of the developed countries even failed to do that.
Can you use different software’s easily?
When you answer this question clarifies interviewer about your computer knowledge and your grip over software, so that they have a clear idea what training you might need further if you get selected.
What are the job activities you have to maintain in BPO?
The main activity in a call center is to handle the customers queries effectively and satisfactory. Also to co-ordinate well in a team in order to offer the best service possible to the customer.
Where do you see yourself after five years?
The perfect answer for this question should be like “ In five years from now I want to see myself at responsible position where my company see me as valuable assets and at the same time to grow with the company”.
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