Crack the Code on BPO Interview Questions

What is a BPO?

BPO, also referred to as Business Process Outsourcing, is the process of outsourcing services from an external service provider to perform a specific task. Every candidate or individual aspires to work in booming industries, and BPO is one among them. You must be aware of basic BPO interview questions before applying for any post in BPO. Moreover, BPO is not the job of the call center; it is the outsourcing process for any business to a third party. The BPO sector generally outsources the task for the companies to make their work more efficient. Most candidates seek BPO as a great opportunity to start their careers. So, to help them clear the interview questions for BPO, we are providing some sample questions along with their answers. They can also do data entry jobs.

Outsourcing is generally affiliated with IT-enabled companies or BPOs. Furthermore, the demand for Indian BPO services is increasing at a growth rate of 50% annually. The majority of its revenue is obtained from contact centers, data entry work as well as Information Technology related work. BPO is also regarded as the fastest evolving Information Technology Enabled Services sector.

• The BPO sector is one of the biggest job providers in India. This article will help you crack BPO interview questions to get a job in the BPO sector.
• Most Multi-National Companies generally outsource their business processes to Indian BPO firms.
• Some of the services offered by Indian BPO are:

1. Customer Support services
2. Telemarketing services
3. Data conversion services
4. Technical services
5. Insurance processing
6. IT help desk services
7. Data entry and data processing
8. Form processing services
9. Accounting services
10. Online Research

List of BPO Interview questions and answers

Nowadays, the IT sector and BPO sector is evolving at a fast pace. You could not only earn a good amount in the BPO sector but could also improve your communication and management skills. This sector not only offers you a good job but also provides many career growth opportunities. Suppose you are seeking a job in the BPO sector. In that case, it will offer you work opportunities in the back office, technical, non-technical, and various customer support services departments.

To help you prepare for the BPO job, we are providing some BPO interview questions. These would help you to answer correctly during the interview process.

Q.1 What do you know about BPO and how it works?

Ans. Business Process Outsourcing consists of front office customer support service that generally includes technical and non-technical tasks (such as billing). Big Multi-National Companies generally possess a huge workload, so they get their non-core work done by a third party at a cheaper cost. In other words, big companies outsource their work from other companies by experts at a much cheaper cost, and this process is referred to as BPO.

In BPO, the business is handled by the third-party service provider on a contract basis. BPO generally works by providing the best customer service and offering customer satisfaction.

Q.2 Why do you want to join BPO?

Ans. The evolving technology and increasing number of MNCs in the country have increased the importance of BPO in India. Companies outsource a piece of work or sometimes the entire project at cheaper rates. Besides that, this sector will help polish my skills and client handling ability. There are numerous opportunities and projects to work on. Working in BPO/ITES is a good opportunity for freshers as they could learn from their seniors, improve their skills, and be productive. BPO is also a fast-evolving sector for well-known business brands. Thus, it will boost my career.

Q.3 What are the different types of outsourcing?

Ans. Different types of outsourcing are:

• Multisourcing
• IT Outsourcing
• Project Outsourcing
• Onshore Outsourcing
• Offshore Outsourcing
• Nearshoring Outsourcing
• Process-specific Outsourcing
• Professional Outsourcing
• Manufacturer Outsourcing
• Business Process Outsourcing

Q.4 What do you understand about the inbound and outbound voice processes?

Ans. Inbound call centers carry out the inbound voice process. It handles only incoming calls. Generally, the main work of inbound call centers is to attend to the customer’s call and provide logical support, technical support, reservation, complaint registration, etc.

Outbound call centers carry out the outbound voice process. In this process, the caller has to call the customer to sell any product or service. Thus, the main motto of the outbound voice process is to increase sales and generate leads.

Q.5 What are the different types of BPO?

Ans. Most people have a misconception that BPO is just a call center. But third-party service providers carry out the work of other big companies at a cheaper cost based on contract. Thus, the different types of BPOs are the Purchase department, administrative department, Back office, Selling department, and Call centers.

Q.6 What is IT outsourcing?

Ans. IT outsourcing refers to professional outsourcing in which an IT company will use external service providers to get IT-enabled services at a cheaper cost. Most huge IT companies recruit other companies and seek technology-related projects and tasks from that company. This would eventually help the big businesses to segregate work and outsource tasks such as maintenance and support, infrastructure and software development, etc.

Q.7 What do you understand by professional outsourcing?

Ans. Professional outsourcing is generally related to specialized professional services, including education, financial services, accounting, IT, legal advisory, administrative services, purchasing, etc. Professional outsourcing accesses high-quality resources by paying very little, which would help the core business’s overall cost savings.

Q.8 What process falls under voice support and non-voice support?

Ans. Non-voice support handles work related to a computer, such as email handling, chats and messages handling, data entry services, etc. Whereas voice process support handles processes such as calling customers, i.e. BPO services, healthcare BPO service, telemarketing, call center, inbound and outbound service, legal process outsourcing, technical service, etc.

Q.9 Why working in night shift is crucial in BPO/ITES sector?

Ans. This is one of the most crucial BPO interview questions as night shift duty is a common factor in BPO and IT industry.

• Working the night shift is important in BPO and the IT sector because most of the service providers in India take up projects from US-based companies. Thus, they have to work according to the time zone of the USA, New Zealand, Canada, Australia, UK, etc.
• BPO service providers can meet the market’s demand and generate leads on the night shift.

Q.10 Enlist the main advantages of BPO.

Ans. The main advantage of the Business Process Outsourcing sector is its efficiency, global expansion, flexibility, cost-effectiveness, speed of work, and improved productivity. Thus, if you seek work in the BPO sector, you would receive a tremendous opportunity to grow and excel in your career.

Q.11 What are call centers, and name different types of call centers?

Ans. A call center generally refers to a voice-based BPO, a third-party company. It performs activities such as customer service, telemarketing, sales, etc. There are two main types of BPO:

• Outbound call center
• Inbound call center

Q.12 What is more valuable for the BPO sector –technical support or customer service?

Ans. Both technical support and customer service have their role in the company. Customer service is related to resolving and obtaining customer reviews or complaints regarding any service, whereas technical support emphasizes resolving the customer’s technical issues.

Q.13 Why do big companies outsource?

Ans. Giant companies hire others to get their work done through experts at a much cheaper cost. They outsource their work to lessen the burden, get their non-core work done much cheaper, and manage the work efficiently. Besides that, outsourcing would help the big companies in cost management and increase work speed. Generally, companies outside India hire other companies from India and get their work done by experts in India; this process is referred to as outsourcing.

Q.14 What is the scope of BPO in the current market?

Ans. The BPO sector is evolving day by day. During the pandemic, many companies could not retain their position in the market, but the BPO sector retained itself. It is offering employment to a huge mass. Thus, it has great scope for candidates who wish to start their career after intermediate or graduation.

Q.15 What BPO salary range would you expect?

Ans. The basic expected annual salary range of BPO in India is approximately around INR 1 LPA to INR 2.08 LPA.

Roles within a BPO

After knowing the basic BPO interview questions, one must know various job roles in the BPO sector and their pay scale.

Call Center Agent

The call centre agent is a customer service representative, sales advisor, or customer support specialist. He has to manage calls, identify the customer’s demand, solve queries, keep a record, and meet the target calls in a specified time. Furthermore, call centre agents can contact customers via emails, calls, web chat, etc. The National annual salary of a Call centre agent is INR 2,05,995/- per year.

Call centre manager

The manager is generally involved in conducting team meetings. He has to manage the customer after selling a product or service. Besides that, he is also involved in managing the team meeting and making sure that the message of the meeting is conveyed to the team leader and agents. The National annual salary of a Call centre manager is INR 5,17,234/- per annum.

Data Collector

A data collector must gather data and enter it into the database. He also looks after the reliability and accuracy of the entered data. Besides that, the data is examined through statistical software. The National annual salary of a data collector is INR 1,90,549/- per annum.

Customer Service Director

He generally defines the strategy for customer service operation and looks after the appropriate delivery of services to the customer. Besides that, he attends regular meetings with the senior leaders and other team members. Ensure that the reports consist of desired information. He also looks after the ongoing training and teaching in the management structure. The annual salary of the customer service director is INR 11,99,494/- LPA.

Resource Planning Analyst

The resource planning analyst ensures that the right people are available in the right department. He produces and updates the call center agent’s schedule for calls, coordinates activities, and drafts report on the performance of the call center. The average annual salary of a resource planning analyst is INR 6 LPA.

Some Other BPO Interview Questions

BPO companies connect with customers on calls and resolve their queries. For this purpose, the employees working for the BPO companies must possess great communication skills. Some BPO interview questions regarding communication will help you crack the interview.

Q.1 Why is it necessary to have excellent communication skills in the BPO field?

Ans. Communication is the key to cracking BPO interview questions. To get a job in the outsourcing industry, you must possess excellent communication skills. Besides that, the core responsibility of a customer support service executive is to make direct calls to the customer and talk about the services or products. Thus, you need to be a good orator and a good listener. In addition, you must communicate in simple language, without fancy words, so that the customer can connect with you easily.

Q.2 How to handle customers on call?

Ans. Greet the customer and try to be friendly with the client. If you do not have any solution to their issue, ask for some time and get back to them at the specified time with the solution. Besides that, in case of selling any product or service, make them understand the services in detail as simply as you can.

Q.3 How to handle a difficult customer on call?

Ans. This is one of the main BPO interview questions you will come across during the interview. In addition, the customer executive needs to listen to the customer, stay calm, avoid the excessive use of the hold button, resolve the issue and make the caller happy. Thus, the main role of BPO is customer satisfaction.

Q.4 What are the challenges to good communication to crack BPO interview questions?

Ans. Communication is not about what you say, but it is about how you say it. You must convey your message in a way that the customer can understand. Do not use the wrong channel to convey your point; ensure two-way communication.

Takeaway

This article consists of all important BPO interview questions and helps you to attain a good position in BPO. Chegg offers the best help to candidates seeking job opportunities to start their careers. If you are already working in BPO or seeking a good part-time or freelancing job, you must also check the Chegg Q&A & TBS Expert hiring opportunity. You can also work at your convenience and time and be your boss. Solving queries, solving textbook questions for students, etc., are some of the roles in Chegg.

FAQs

Q.1 What are the biggest BPO sectors for outsourcing?

Ans. The biggest BPO sectors for outsourcing are Call Centers, Information Technology and communication, Healthcare outsourcing, financial outsourcing, as well as engineering services outsourcing.

Q.2 What is the difference between onshore and offshore outsourcing?

Ans. Onshore outsourcing is also referred to as domestic outsourcing. The services are outsourced from a company within or nearby the country. Offshore outsourcing is completely different from onshore outsourcing. In this, the company outsources the task or services to far away countries concerning time zone. The project or task is generally allotted outside the country.

Q.3 What is the difference between a BPO and a KPO?

Ans. The major difference between BPO and KPO is as follows –

Q.4 What do you understand about the web chat process?

Ans. It is one of the most common BPO interview questions. The web chat process is a method of connecting with the customer. Besides that, it is a customer support service that helps the customers to communicate directly with the executive. Nowadays, the Web chat process has become more advanced with Artificial Intelligence. Thus, you can talk to a live agent through web chat support services.

Q.5 Is BPO a good Job?

Ans. Yes, BPO is a good job, especially for freshers. BPO or outsourcing is a booming industry that offers great career opportunities to candidates about to start their careers. Furthermore, it is also a good option for management students. BPO helps you improve your communication, management, and client handling skills. The average BPO salary in India is approximately around INR 2.9 LPA.

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