Top 10 BPO Interview Questions & Answers
Business Process Outsourcing (BPO) jobs are among the most coveted jobs for graduates.
There are many reasons why BPO jobs are so popular:
-Great earning potential. Companies pay very well to BPO employees.
-You don’t need any specific qualifications to get a BPO job.
-Free food, free commute and lots of other perks and benefits with the job.
-Your communication skills greatly improve while on the job.
-The work culture is ideal.
While you don’t need any specific qualifications to be eligible for a BPO job, you have to do your bit to stand out from the competition. There are countless BPO jobs out there, but the number of contenders is equally high.
Apart from honing your communication skills, make sure to prepare for your BPO job interview adequately.
We’ve curated a list of commonly asked BPO interview questions (along with our suggested answers).
1. What do you know about BPO? How does the industry work?
BPO stands for Business Process Outsourcing. When a company wants all its non-core activities to be handled by a third party, they outsource the same to a BPO firm. BPOs take care of these peripheral functions for the company at a reduced cost.
Related: How to answer the toughest interview question- Why should we hire you?
2. What are the major sectors that opt for outsourcing?
IT and Communication, Insurance, Medical and Health services, Finance, Law and Jurisdiction. These sectors typically require their customer service operations to be outsourced.
3. What is off-shore outsourcing?
When the project is allotted to a foreign country that is far from the country in which the company is located, then it is called off-shore outsourcing. Anything outsourced near the country is called shore outsourcing.
4. What is a call centre?
A call centre is where customer care calls are handled in large numbers. There are two types of call centres: inbound and outbound.
5. What is the connection between call centres and BPO?
Call centres were one of the very first processes of a business that were openly outsourced.
6. What are the two types of call centres in the BPO sector?
Inbound and outbound call centres. Inbound call centres only receive calls while outbound call centres make calls. Typically, inbound call centres received customer care calls, while outbound call centres make calls related to product enquiries and other sales calls. A third type of call centre can be used for data capturing and analyses purposes.
7. What is the difference between KPO and BPO?
KPO is Knowledge Process Outsourcing and BPO is Business Process Outsourcing. KPO provides knowledge-based services such as medical billing, insurance or other documentation related services. BPO, on the other hand, is all about customer service.
8. Why do companies outsource?
Companies outsource their business services for primarily three reasons:
- To save time and money
- To focus on their core product
- To engage a third party in quality customer care services
9. Why do you think you will be a good fit for a BPO job?
I have chosen BPO as my career because this is a fast-growing industry with many opportunities to grow in your career. Additionally, this will give me a chance to improve my communication skills, which I believe is crucial for any kind of career success.
10. Will you be comfortable handling customers on the phone?
Yes, I can handle customers on the phone and will make sure never to disappoint the customer or the company.
If you are a fresher, you can say that you will take some time to get used to customers on the phone, but always maintain that you will be able to do it.
In addition to these top 10 BPO interview questions, there are some more questions that you may asked in the job interview.
11. Are you comfortable working night shifts?
Most BPOs have to work according to the local time of the country from where the work is being outsourced. It is therefore crucial for you to be open to working night shifts.
12. What are the various computer softwares that you can use?
Be specific about your knowledge of the computer. BPO jobs usually don’t require more than basic computer skills. However, you must specifically mention all the softwares that you are comfortable with. You must also maintain that you are open to be trained to use new softwares, if the job requires it.
13. What are the core activities of a BPO job?
A call centre is primarily engaged in handling customers to their satisfaction over the phone. Working as part of a team and keeping the customer happy are the main objectives.
14. Where do you see yourself 5 years from now?
In 5 years, I see myself in a responsible position where I work as part of a team and heading some crucial activities for the company. In the next five years, along with my personal career growth, I’d also like to see the company grow and I’d like to play a key part in the same.
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