Top 25 Most Asked BPO Interview Questions (With Answers)

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.  

What is a BPO?

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. 

List of 25 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 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.

Also Read: Future Business Ideas for 2025 and beyond!

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.

Q.16 Can you explain the term “Outsourcer”? 

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.  

Q.17 What do you think are some disadvantages of BPO? 

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: 

• Risk of Security: In BPO sensitive information is shared by third-party vendors. This puts the risk of security breaches and is one of the major concerns for companies handling customer’s data. 
• Communication Issues: Being in different time-zones often creates communication barrier between the parties. 
• Hidden Costs: There are several hidden costs involved in BPO industry, some of them are training costs, data transfer, licensing software etc. 

Q.18 Explain what is “Multi outsourcing”?

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. 

Q.19 What is “Manufacturer outsourcing”?

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. 

Q.20 Explain what is “Process-specific outsourcing”?

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.  

Q.21 What are some of the biggest BPO sectors for outsourcing? 

Ans: The answer to this BPO interview questions is this, some of the biggest BPO sectors for outsourcing are-  

• Information Technology 
• Customer Service 
• Finance & Accounting 
• Insurance 
• Law & Jurisdiction 

Q.22 Explain the difference between a Call Centre and BPO?

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.  

Q.23 What are different services provided by BPO companies? 

Ans: BPO companies provide different services, some of these services are: 

• Customer Service Support 
• Technical Support Services 
• Data Processing Services
• Tele-Marketing 
• Technical Support Services 

Q.24 Can you explain what do you know about ISO: 9000 standards?

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. 

Q.25 What are some traits that one must have to work in BPO industry?

The answer to this BPO interview questions is that to be successful in the BPO industry one must have traits like: 

• Good communication skills 
• Customer service skills
• Problem solving skills 
• Teamwork skills 
• Adaptability 

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.

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

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.

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