Introduction to BPO Interview Questions and Answers
Business Process Outsourcing, as the term, suggests the business is outsourced to other companies or countries which gets the work done at cheaper costs. When a company wants a non-core work which is to be done by people who are well versed in it can be done by those experts by paying them less and getting quality work. Outsourcing is usually done between two countries. The major sectors involved in this are IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction, etc. Following are a few questions which can be asked when you go for an interview with a BPO firm.
Now, if you are looking for a job which is related to BPO then you need to prepare for the 2019 BPO Interview Questions. It is true that every interview is different as per the different job profiles. Here, we have prepared the important BPO Interview Questions and Answers which will help you get success in your interview.
In this 2019 BPO Interview Questions article, we shall present 10 most important and frequently asked BPO Interview questions. These questions are divided into two parts are as follows:
Part 1 – BPO Interview Questions (Basic)
This first part covers basic BPO Interview Questions and Answers
Q1. What are the two types of call centers in BPO?
Answer:
There are two types of call centers. These can be inbound call centers and outbound call centers. The inbound call centers have the responsibilities of only receiving calls and the outbound call centers have the responsibilities of making calls. Majorly the inbound call centers are the centers which receive calls from customers while the outbound call centers make calls which are related to product inquiries and also make sales calls. There can also be a third type of call center which is needed to capture data and analyze that data.
Q2. Which are the different types of BPOs?
Answer:
BPOs are categorized into the following departments:
- Back Office Department
- Call center Department
- Selling Department
- Purchase Department
- Administrative Department
Let us move to the next BPO Interview Questions
Q3. Explain what is a call center?
Answer:
A call center is a place where calls are attended by different customers and they are handled by call center representatives on large numbers. Call centers have two types which can be said as inbound and outbound call centers. The inbound call centers have the responsibilities of only receiving calls and the outbound call centers have the responsibilities of making calls. Majorly the inbound call centers are the centers which receive calls from customers while the outbound call centers make calls which are related to product inquiries and also make sales calls. There can also be a third type of call center which is needed to capture data and analyze that data.
Q4. What are the basic qualities that are needed in order to succeed in the BPO industry?
Answer:
This is the basic BPO Interview Questions asked in an interview. The BPO industry is very competitive these days. In order to succeed and climb the ever-rising ladder, one must be hard working, persistent and have really good communication. This gives a really marketable approach. Once you possess these qualities then you can easily get a large number of opportunities to grow. You can also earn a lot of foreign exchange as you will get many on-site opportunities as well. In addition to the above qualities, one must also to flexible with working in shifts, keep learning as a team and have a positive attitude towards all learning new processes and satisfy all the outsourcing clients.
Q5. There are two fields in BPO. One is the technical support and the second being customer service. Which one is of more value to the BPO industry?
Answer:
In India, a BPO mainly runs on both technical support and customer service. Both of these are an integral part of the BPO ecosystem. Customer service can deal with anything ranging from phone connectivity issues to any insurance claims. Technical support, on the other hand, helps the customers from abroad to deal with the different technical problems. This support can be set up a Wi-Fi connection or it can be a user-facing software installation problems. In fact, it can be said that technical support is a part of customer service.
Part 2 – BPO Interview Questions (Advanced)
Let us now have a look at the advanced BPO Interview Questions.
Q6. Explain the basics of handling customers in an inbound or outbound customer?
Answer:
Whenever we receive an inbound process call then the customer who is being called should be made comfortable, They must be addressed very politely and they must have a calm conversational tone. The agent must listen to all problems very patiently, try to understand their problems and then provide the solution as soon as possible which can get the company goodwill and better ratings. Outbound processes are different from inbound processes and the agent must have a proper convincing and advertising pitch. Their main aim should be to persuade the customer and explain to them the value that will be brought to them. In this case, the most important thing is to have a proper pitch from the very beginning of a call to attract the prospective customer and convince him.
Q7. Which process is best suited for your – voice or web?
Answer:
Here there can be two possible answers to this question. If your answer is voice then you can say that you can easily look forward to having conversations with people. You can further explain how you are good at solving the issues that people face and that you are a patient listener and very good at problem-solving which helps in a happy customer. If you are comfortable with the second option you can tell that you can put to use your skills over web chat process. You can understand chat and have proper casual conversations with the clients and solve their issues easily.
Let us move to the next BPO Interview Questions
Q8. Explain the difference between BPO and call center?
Answer:
BPOs are the superset which consists of Back Office Department, Call center Department, Selling Department, Purchase Department, and Administrative Department. Call centers are a part of front office outsourcing where companies are in direct contact with customers. BPOs are also had KPIs where software is developed and they also handle finance and HR services.
Q9. Where do you see BPO in the current market?
Answer:
This is the most asked BPO Interview Question in an interview. In the current situation where the IT industry is failing, the BPO sector is the industry which has achieved a milestone and is doing well in this economic crisis. Due to this industry, the unemployment rate has decreased.
Q10. Explain the difference between KPO and BPO?
Answer:
KPO mainly provides knowledge-based services which include medical billing, documentation or how to claim insurance. While BPO is totally customer service oriented. The business that is outsourced helps in bringing more customers and creating more customers.
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