BPO Interview Questions
Do you want to secure your future? Are you afraid about sitting in an interview and answering all the questions asked? Do you want to know what to speak in an interview so that you can crack it? All these questions will be answered if you follow our BPO interview questions that are prepared by the experts and professionals who have gathered an adequate amount of expertise and knowledge in this specific field. You can learn the answers by reading and understanding them.
BPO or Business Process Outsourcing is a practice conducted in a business where an organization will hire another organization or company to perform certain tasks that they can’t do because of various obvious reasons. The work performed by the other organization is the work of the hiring organization that creates business and revenue for them. It has its own roots in the roots of manufacturing, with all the manufacturers hiring business ventures to handle their specific processes, such as supply chains, that are not related to the competencies needed to make their outcomes possible. Organizations in any other industries will learn their processes and will work for them, however, the pay that the employees receive is from the organization who is hired.
Best BPO Interview Questions of 2020
1. WWhat is a BPO? What is your understanding of a BPO?
BPO means Business Process Outsourcing. It means that a business is outsourcing some of its processes to other companies/ or a company in a different country so as to save cost.
Businesses do this to save cost. Cost is saved in labour and a company can concentrate on its core job which may be to generate new business. Other operations such as after sales support or customer care are normally outsourced.
2. What is a Call Center?
A call center is a place where large number of calls are handled. Broadly speaking there are inbound call centers and outbound call centers. An inbound call center is where a client or prospect calls, basically where incoming calls are handled. Whereas outbound call centers is a place where agents/associates call, basically where outgoing calls are done. These calls can be of product inquiries, customer care (via web, email, fax), or it can for telemarketing or business promotion.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. 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
12. Why companies Outsource?
- It is cost saving
- To focus on core activities
- To get quality work done by the expertise in that domain
13. 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.
14. Why do you think you will do well in this job?
Give several reasons like experience, interest and skills.
16. 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.
17. 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.
18. 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.
19. Why do you want to work for our company?
This question is put in front of you by the interviewer to analyse how much you are aware of the companies work and how keen you are with the company projects. When you answer this question, mention about the company’s creative business policies, aggressive market stance and the growth of the company.
20. Determine the type of BPO you wish to work?
Generally, they want to know your area of interest. Whether you like to work in a research driven or a voice based process. There are many branches where BPO operates it could be a KPO (Knowledge process outsourcing) or even RPO (Research process outsourcing). So according the to the company’s requirement you can answer to it.
21. How good are you with computer skills?
Most of the time they usually ask for basic computer skills, but if the job demands more computer work then they will hold a practical test to check your computer skills.
22. Do you think that the career opportunity for non-voice BPO is better than voice BPO?
In both types of BPO,the opportunities are same, but it depends more on an individual’s interest and its personality. Once you gain expertise in the work, you can easily head up towards management or support side.
23. Will you be comfortable handling customers on the phone?
If you are a fresher you can tell that handling customer on the phone would be a challenge but you would be able to handle it and won’t disappoint the company as well as the customer.
24. Are You A Team Player?
You are, of course, a team player. Be sure to have examples ready. Specifics that show you often perform for the good of the team rather than for yourself are good evidence of your team attitude. Do not brag, just say it in a matter-of-fact tone. This is a key point.
25. What Are An Inbound Call Center And An Outbound Call Center? What Is The Difference Between The Two?
There is a very logical difference between inbound and outbound call centers. An inbound call center will only allow a call to be made to the call center while an outbound call center will allow the call to go out of the office. Inbound call centers are basically call centers that handle companies’ service departments, while outbound call centers handle the call center’s sales service.
These are just some of the questions that can be asked during a BPO interview.
Make sure that you are ready and confident when answering these kinds of questions, and many other questions that you will be asked.
26. If You Had Enough Money To Retire Right Now, Would You?
Don`t answer yes since you have to work for the company. If you really want to retire after getting enough money then say yes.
27. Why do you think you will do well in this job?
Tell them about the reasons you chose this job and how your skills match the type of job.
28. Are you able to use the different software easily?
Your answer to this question clarifies the interviewer about your grip over the computer knowledge and its software. So that they will have a clear idea of what training you further require when you selected.
29. What did you learn recently that can benefit the BPO Company?
Knowing English is basic and must for any BPO but knowing any other additional language is always beneficial. You can learn some other foreign language like French, Spanish as these can increase your chances of securing jobs in BPO
30. What are the job activities you got to maintain in BPO?
The main and primary activity in a call center is to handle the customer’s queries effectively and also to coordinate well with a team in order to offer the best service to the customer.
Career scopes and salary scale
India has always been the primary focus of all the industries based abroad. They outsource their work to companies that they have built in India and ensure that there is sufficient amount of resources to work on their projects and assignments. The scope and opportunities in this field have increased to a great extent over a period of time. With organizations conducting mega drives to hire candidates, the salary packages offered in this specific industry is also quite decent. For a fresher, initially, he or she can earn up to 19,000 dollars to 21,000 dollars per annum, while for an experienced candidate, he or she can earn up to 250,000 lakhs per annum.
If you want to crack the interview and earn a good amount of money by doing the job you want to, then you can use our BPO interview questions and answers to learn how to crack interviews. For any further queries or concerns, you can drop us a message and we will look into it immediately to give you the best solution.