Top 10 BPO Interview Questions
1) 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 another country, which is called Business Process Outsourcing. This outsourcing is mainly done between two countries.
2) What are the major sectors for outsourcing?
IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction are some sectors where majority of the outsourcing works get done.
3) Are you comfortable working in night shifts?
Answer this question with a ‘yes’. Most outsourcing work is done according to the time of the country from where the job is being outsourced. Most of the time it is at night, due to the time difference. It also shows your willingness and interest towards the roles and your approach towards the job.
4) What is the difference between the shore and off-shore outsourcing?
When any project or work is allotted outside the country which is not nearby is called off-shore outsourcing and anything outsourced near the country is called shore outsourcing.
5) What is inbound and outbound call centers?
Inbound call centers only receive calls receive and outbound call centers make calls. In general inbound call centers function as companies service department, while outbound handles the service department.
6) 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.
7) What is the difference between KPO and BPO?
KPO is knowledge process outsourcing and 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.
8) What are the different types of BPO’s?
BPOs are divide into five main segments:
• Administrative Department
• Purchase Department
• Selling Department
• Call Centre
• Back Office
9) Why do companies Outsource?
• It is cost saving
• To focus on core activities
• To get quality work done by the expertise in that domain
10) 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 improve communication skills. The recent survey also tells the fast growth of this industry.
11) 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 centres. Inbound and Outbound. Inbound call center is where calls are handled mainly for customer care and customer associate only receive calls. In an Outbound call center associates make calls regarding product inquiries and sales related calls.
12) Can you use different software’s easily?
. When you answer this question you must clearly indicate which software you know well and how good is your computer knowledge. This will make it easy for the company to hire you and decide what kind of training do you need.
13) How good are you with computer skills?
Most BPO companies want only basic computer skills. If the job demands any specific computer skills you may have to go through a practical test..
14) Will you be comfortable handling customers on the phone?
If you are a fresher you can say that it may take you some time to be able to handle a customer on the phone. But you should say that you can do it and will never disappoint the customer or the company.
15) What are the job activities you have to maintain in BPO?
Call centre’s main activity is to effectively handle customers on the phone to their satisfaction. You have to work as a team and have to keep the customer happy.
16) Where do you see yourself after five years?
The perfect answer for this question would be “in five years I want to be in a responsible position where my company sees me as valuable asset and at the same I grow with the company”.
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