Anyone would want to work in an industry that presents great career opportunities and has the best growth rate. And BPO industry is one such example, with a CAGR growth rate of 10.8% this industry will keep growing strong. And if you want to make a career in the BPO industry then this article is for you, here you’ll know the best BPO interview questions that you can prepare to get your dream job.
These BPO questions and answers will help you understand what to expect while going in BPO interview. So, hop on and keep reading to know how to crack BPO interview.
To explain what is BPO in simple words it can be said that BPO is the process of outsourcing services from an external service provider to perform a specific task. These service providers are known as BPO companies who handle the outsourced process on behalf of their client organizations.
The services provided by the BPO companies comprise of Customer Support Services, Telemarketing Services, Data conversion, Technical services, Insurance processing, IT help desk services, Data entry and data processing, Form processing, accounting services and Online Research
BPOs are one of the booming industries with lots of career opportunities and good pay and positions to offer. That’s one of the reasons why people are going into this field. However, before you look at the pay you need to answer yourself why do you want to join BPO. Does BPO sector really for me? Can you see yourself working in this sector for life.
Once you answer these questions then only you can answer all your BPO interview questions and get the job of your dream. Now, you must be wondering what are those BPO interview questions and answers. Don’t worry just keep reading and know some of the most asked BPO interview questions.
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 management and communication 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.
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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.
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.
Ans. Different types of outsourcing are:
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.
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.
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.
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.
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.
Ans. This is one of the most crucial BPO interview questions as night shift duty is a common factor in BPO and IT industry.
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.
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:
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.
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.
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.
Ans: The basic expected annual salary range of BPO in India is approximately around INR 1 LPA to INR 2.08 LPA.
Ans: The answer to this BPO interview questions is that an “outsourcer” is a company which provides business process outsourcing services to other companies. The outsourcer company can be in the same country as the company they are providing services to, or they can be in another country and provide their services in other countries.
Ans: This is one of the tricky BPO interview questions, however it can be answered and explained that some of the disadvantages of BPO are:
Ans: Multi-outsourcing in BPO is a strategy, in which a company outsources multiple vendors to various aspects of its business. It is beneficial for companies that are looking for diversity and want to take advantage of multiple experts from the industry.
Ans: To answer this BPO interview questions, it can be said that manufacturing outsourcing refers to hiring a third-party company to do the manufacturing work for the manufacturer company. It is a common practice in business and involves various benefits like cost saving, better product quality, access to new market etc.
Process-specific outsourcing is the type of business process outsourcing (BPO) in which companies’ contract with service providers for the outsourcing of a specific process of function.
Ans: The answer to this BPO interview questions is this, some of the biggest BPO sectors for outsourcing are-
Ans: The major difference between a Call centre and a BPO is that a call centre is a centralized office which receives and makes calls in large amounts, providing technical support to customers. However, a BPO is a third-party service provide that supplies various services like accounting, human resources and IT support.
Ans: BPO companies provide different services, some of these services are:
Ans: ISO:9000 is a series of international standards which are used to define a set of best practices for quality management and assurance. In the BPO industry, this certifies that the BPO provider is committed to providing quality services and follows a well-defined process.
The answer to this BPO interview questions is that to be successful in the BPO industry one must have traits like:
After knowing the basic BPO interview questions, one must know various job roles in the BPO sector and their pay scale.
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.
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.
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.
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.
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.
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.
The biggest BPO sectors for outsourcing are Call Centers, Information Technology and communication, Healthcare outsourcing, financial outsourcing, as well as engineering services outsourcing.
Onshore outsourcing is also referred to as domestic outsourcing. The services are outsourced from a company within or near 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 zones. The project or task is generally allotted outside the country.
To get a job in the BPO sector, you must possess basic computer knowledge and good communication skills to talk with clients.
Client involvement is generally very high.
KPO sectors require an understanding of the business. You must also possess in-depth knowledge or specialization in some specific subject.
Client involvement is less.
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.
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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