BPO Interview Questions and Answers
(Business Process Outsourcing)
BPO is one of the popular industries in India. If you are willing to make a career in BPO industry, here are some of the most popular BPO interview questions. All the questions are followed by helpful and practical answers. Check them out!
1. Elaborate what you understand about the BPO system, and how it works.
Possible Answer 1
Business Process Outsourcing is a system in which companies contract the operations of one work 'process' to a third-party company. A good example of a BPO is an American company outsourcing their customer handling jobs to service providers in India.
Possible Answer 2
Business Process Outsourcing is a corporate system in which a company agrees to let another company handle a particular segment of work for them on a contractual basis. One of the popular examples of this is illustrated when abroad corporations outsource their software coding process to Indian consultancies.
2. Define what an outsourcer is.
In the BPO environment, the company that outsources their work to another firm is known as the outsourcer.
3. What is the difference between back-office and front office outsourcing?
When a company decides to outsource an internal process of its working, it is called back-office outsourcing. For example, if a company gave a third-party account firm the responsibilities to manage its finances, it would be back-office outsourcing.
Front office outsourcing involves customer handling services and BPO call centers from the contact point for customers of the company to address their grievances.
4. What is the difference between offshore, nearshore, and onshore outsourcing?
If a company contracts a third-party enterprise to carry out a certain process for them outside their own country, then it is called offshore outsourcing. Example: American company outsources to an Indian company.
However, if the contract is given to an enterprise of a neighboring country, then it is referred to as nearshore outsourcing. Example: American company outsources to a Mexican company.
Sometimes the company that outsources and the company that accepts the assignment are in the same country. This is known as onshore outsourcing.
5. Why do companies outsource their work to other service providers?
Possible Answer 1
One of the main reasons for outsourcing is cost-cutting. This is why abroad corporations in the United States, the United Kingdom, Australia, etc. outsource their jobs to India where the exchange rate is high, and labor costs are low. Outsourcing also helps companies speed up their core processes and worry less about tertiary functions without having to compromise on quality.
Possible Answer 2
Outsourcing business processes saves a lot of time and money for parent companies. Also, in many Western countries, the minimum wage is a lot higher. Therefore, they assign their primary, secondary, and tertiary functions to countries with skilled labor, and high exchange rates. India is amongst the largest English-speaking countries with a large IT proficient population. This makes it a prime outsourcing destination.
6. What do you think is the reason for India having so many BPO sector jobs? / Why do you think India is one of the leading countries in BPO services?
Possible Answer 1
Since India has one of the largest speaking English populations in the world and a high computer proficient population, foreign corporations often outsource their contact center jobs to India. Also, the Indian Rupee has a high exchange rate and therefore, it is very cost effective for Western companies, given the high quality of work they get in return.
Possible Answer 2
Minimum wage in Western countries can cause high costs for companies on services that are not revenue generating. This is why, these corporations outsource their finance, contact center, and other such jobs to India, and reduce costs while ensuring high-quality jobs.
Possible Answer 3
Other than the trained English-speaking population and the high exchange rate of the rupee against the dollar, Western countries often outsource their work processes to Indian consultancies because they are not equipped to do the job. Hiring people to do a one-time job is important and yet a tertiary need of a company is not cost effective.
Possible Answer 4
One of the main reasons why so many corporations abroad outsource their work to India is because of the standardized skill, large labor base, and low costs. This makes it easier for the corporations who achieve their ends in quality at a much lower price.
India has one of the largest populations of skilled labor that can communicate effectively with clients of the outsourcing company. It is also quite easy to understand the Indian accent for foreigners, which is not true for many other countries.
7. Tell us what LPO and KPO are?
Legal Process Outsourcing is when a legal firm outsources a part of their legal work to another legal firm. On the other hand, Knowledge Process Outsourcing is a part of Business Process Outsourcing itself but only refers to assignments that have high technical, analytical, or subject-oriented knowledge. An example of KPO would be the outsourcing of software development to another company.
8. Elaborate on the difference between inbound and outbound call centers?
Inbound call centers are contact points where customers of the parent company call for assistance or review of the product or service they have availed. A good example of an inbound call center is when anyone calls a customer care center.
Outbound call centers are a method of lead generation, where callers call up leads from databases to create more business for the parent company. Credit card companies calling up potential clients with offers is an example of outbound call centers.
9. Do you think that BPOs and call centers are one and the same?
No, BPOs are the larger circle which include front office and back-office outsourcing. Call centers are a part of front office outsourcing where the hired company comes in direct contact with customers. BPOs on the other hand, also include KPOs like software development, finance, and HR services among others.
10. What is a Web-chat process and Voice process?
BPO call centers come in contact with the leads or customers of the outsourcing company by two different ITEs solutions. Web chat process is when BPO contact centers communicate via chat heads on the website. In a voice process, communication between BPO contact centers and said customers or leads are done over the phone.
11. What are the common hurdles faced by Indian BPO companies?
Possible Answer
One of the biggest hurdles that any BPO company has to face is the low retention rate of employees. Since most BPO companies hire freshers at the lowest level, a lot of time is dedicated to training each new entrant. The quick shift of these freshers to other sectors or companies creates a constant need for training and results in low productivity.
12. What is the significance of ISO:9000 in the BPO industry?
ISO:9000 is a standard regulating system that is based on the motto of planning, doing, checking, and acting cycle. In the BPO industry, it brings the motive of customer satisfaction as the final goal through this cycle and makes use of key performance indicators as a medium.
13. How is the BPO industry different from other corporate industries?
Possible Answer 1
The BPO industry offers a lot of growth in terms of career but requires a lot of flexibility from the employee's end. There are frequent night shifts and erratic office timings since BPO companies are catering to all the different time zones in the world, especially in the far West.
Possible Answer 2
In the BPO industry, there is a lot of scope for freshers who have not pursued professional courses, and there is an opportunity for them to become confident corporates. Even though work timings can be erratic, there are new things to learn and different processes to master - an educational curve very few industries offer.
14. Why are night shifts so common in the BPO industry?
Since call centers are mostly communicating with offshore customers/clients in the West where it is daytime, employees must work during the night in India, which is in the East.
15. How comfortable are you with computers?
Possible Answer 1
I have basic computer proficiency and am comfortable using the machine for work. However, I have not received any formal training outside of school. I am open to learning and confident that I can easily pick up the use of new software within the stipulated time.
Possible Answer 2
I have attained a basic level of computer proficiency at school, after which I completed my college/course in Computer Application/Computer Science. I have knowledge of coding and have no problem in handling a computer on any level.
16. Why is communication skill one of the main prerequisites in the BPO industry? / Why do you think English speaking proficiency is so important in the BPO industry?
Possible Answer 1
Since the BPO industry mostly requires employees of the hired company to interact with the clients and customers of the outsourcer company, communication skill is given paramount importance. In most cases, the outsourcing companies are located in Western countries and Australia, and therefore English is considered so important.
Possible Answer 2
Speaking the English language with the right accent for a specific country, and a good flow is an absolute necessity in call centers. The reason for this is call center employees work as contact points for customers of the outsourcing company that is located in countries like Australia, UK, USA, New Zealand, and Canada.
17. What do you think are the core qualities that one needs to succeed in the BPO industry?
Possible Answer 1
The BPO industry is highly competitive. Whether it is rising up the social ladder or earning foreign exchange on-site, this industry offers a lot of growth opportunities. The core qualities that affect success in the BPO industry are hard work, persistence, good communication skills, and a marketable approach to business.
Possible Answer 2
To succeed in the BPO industry, employees need to exhibit flexibility in work hours, learning to work as a team, great communication skills, and a positive attitude towards learning new processes to satisfy outsourcing clients.
18. Between technical support and customer service, what is more valuable for the BPO industry?
Both tech support and customer service are an integral part of the BPO ecosystem in India. Tech support helps customers from abroad deal with technical problems that can include anything from setting up Wi-Fi to software installation problems. Customer service, on the other hand, can deal with anything from phone connectivity issues to insurance claims. In fact, tech support is a form of customer service.
19. What is Automatic Call Distribution and how does it work?
Automatic Call Distribution is a random process which is used in call centers to allocate incoming calls of customers to free agents on the floor.
20. How will you handle a customer-on-call when you do not know the solution to the problem?
The best way to handle customer calls where the best solution is unknown is to ask the caller to hold the line while connecting the call to the right person. In tech support, this could be a specific engineer and in case of call centers, it could be the overseeing manager or in-charge.
21. What according to you are the basics of handling customers in an inbound or outbound process?
In an inbound process, the customer on call should be made to feel comfortable with polite addressing and a calm conversational tone. The problems must be addressed to the point because it is the duty of an agent to create solutions as fast as possible for better ratings.
Outbound processes, on the other hand, need a more convincing and advertising pitch, where the prospective customer must be persuaded that the call is going to bring some value to them. It is very important to state the pitch right in the beginning to attract the attention of the customer.
22. How would you approach the call of an inbound customer as opposed to an outbound customer?
Possible Answer 1
An inbound customer must be given a hundred percent attention and the fastest solution to their problem. Inbound calls are more about listening and analyzing the situation for the best way out. Outbound customers, on the other hand, must be hooked on the benefits of the product in their life.
Possible Answer 2
Since inbound customers are calling for support, they should be attended quickly with maximum attention and expert precision. In the case of outbound customers, the caller has to convince them that the product is good. This requires a good sales pitch that highlights the value of the product. Also, the caller must have a can-do attitude that is necessary to make other people see the benefits.
BPO HR Interview Questions and Answers
23. Tell us something about yourself.
Possible Answer 1
I have recently completed my graduation in (Name of stream and subject), and I am looking to work in the BPO industry. Due to my comfortable communication skills and flexibility relating to the work timings, I think this is the perfect industry for me to grow as an employee and reach my fullest potential.
Possible Answer 2
I have a knack for communicating with people and addressing their issues. I also have a good command over the English language. The BPO industry is the perfect place for me to utilize my talents. I am comfortable working night shifts.
24. Are you comfortable working night shifts?
Having applied to the BPO industry, I have considered working night shifts and I am more than comfortable working night shifts, provided the company offers cab facilities.
25. Which process do you think you are more suited to - voice or web?
Possible Answer 1 (If voice)
I am more than looking forward to communicating with people over calls. I think that I have the skill to be a good voice agent as I am a patient listener, a swift problem solver, and always willing to extend help.
Possible Answer 2 (If web-chat)
While I am comfortable communicating over a call, I believe that my skills will be put to their best use in the web-chat process. I am easy to understand over a chat, and I enjoy the casual conversation frame where I can help my clients more efficiently.
26. Why should we hire you?
I am looking to work in the BPO industry and passionate about the work it does. I believe that the BPO industry is high on growth because of its profitable system. Moreover, India is fast becoming home to more outsourced work from abroad in all kinds of industries.
27. Where do you see yourself 5 years from now?
Possible Answer 1 (For Call-centers)
In 5 years, I hope to see myself leading a team of my own in the BPO industry. I also hope that I can have complete mastery over more than 1 voice process, which will be a driving factor in my career.
Possible Answer 2 (For KPO)
5 years down the line, I hope to occupy a leading position in the company, managing my own team. Also, I would be more than happy to represent my company on-site and prove myself as an integral asset.
28. Why do you think that the BPO industry is the right match for you?
The BPO industry is working with cutting-edge and new challenges every day, something that I look forward to as part of my professional life. I have good communication skills. I am also quite comfortable with timings and relocating to other cities. Additionally, very few industries in India today provide the growth that BPOs do.
29. Do you have any questions for me?
Here are a few questions that you can ask the recruiter:
- What are the likely work timings that I am going to have?
- What kind of processes, be it voice, web chat, or KPO does the company provide to clients abroad?
- For how long do I have to go through training before work starts?
- How closely do I have to work with my clients?
- Could you please give me an idea of the benefits and salary breakdown that the company is going to provide its employees?
BPO interview tips
- Communicate clearly -
When going for an interview in a BPO company, make sure that you communicate in a simple language and a clear fashion. Do not try to be very fancy with the words you use. It is more important to be conversational.- Play to your strengths -
- Be confident and eager to learn -
Now that you have a fair idea of how to perform for your BPO interview, we wish you the very best.
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