Embarking on a career in the Business Process Outsourcing (BPO) sector opens doors to a dynamic and fast-paced industry with boundless opportunities for growth and development.
In this blog, we delve into the intricacies of BPO interviews, providing invaluable insights and guidance to navigate each stage with confidence.
From HR rounds to Versant assessments, we unravel the common questions and offer expert tips to help you shine. Join us as we unravel the secrets to success in the thriving world of BPO careers
Interview Round
1. Introduction
- Name:
- Hometown:
- Highest Qualification:
- Work Experience:
- Hobbies:
2. What is the BPO Sector?
BPO refers to Business Process Outsourcing. It is a third party that acts as an intermediary between the company and the customers. It is of two types:
- International
- Domestic
It can be either Outbound or Inbound.
3. Why Do You Want to Work in the BPO Sector?
BPOs are the fastest-growing organizations and have many opportunities for career growth.
It offers the opportunity to interact with different sections of society.
I am comfortable with rotational shifts.
No particular degree is required.
Salaries are quite reasonable.
4. What is Customer Service?
The assistance and advice provided by a company to people who buy or use its products or services.
Handling issues of customers and taking care of their needs.
5. What is Customer Satisfaction?
It measures customer loyalty, identifies unhappy customers, and increases revenue.
Helps attract new customers in competitive business environments
6. What is Your Career Plan?
I want to enhance my skills to the maximum by working to my highest potential.
I will seize all opportunities that contribute to my overall growth.
Achieving short-term milestones to reach my long-term goals.
7. What is Your Favorite Color?
Why Do You Like It?
What Does It Signify?
8. What is E-Commerce?
E-Commerce is the business of buying and selling things over the Internet. Many companies use e-commerce to reach out to customers and increase their sales. They provide a wide range of clothes, cosmetics, gadgets, and even food. Examples include Myntra, Flipkart, Zomato, Tata Sky, etc.
9. What is Social Media?
Forms of electronic communication that connect users to share information, ideas, personal messages, and videos. Examples include WhatsApp, Snapchat, Instagram, Facebook.
10. What is the Citizenship Amendment Act (CAA.?
Passed by the Parliament of India on December 11, 2019, it provides a path to Indian citizenship for Hindu, Sikh, Buddhist, Jain, Parsi, and Christian religious minorities fleeing from Pakistan, Bangladesh, and Afghanistan. Muslims were not given such eligibility.
11. What is Women Empowerment?
The actions of raising the status of women through education, raising awareness, literacy, and training. It allows women to make life-determining decisions for different problems of society.
12. What are the Skills Required to be a CCE?
Perfect knowledge of the product.
Formal behavior.
Courteous.
Good listener.
Customer satisfaction.
Ability to resolve issues.
Upselling.
13. What Will Be Your Expectations if You Are Planning to Buy Shoes?
Good quality.
Cheap and best.
Availability of the product, size, color, type, brand, etc.
HR Round
1. Tell Me something about yourself or introduce yourself.
Hi, thank you for giving me this opportunity to introduce myself. My name is Amit and I belong to Udaipur, Rajasthan. I relocated to Jaipur for my studies and am looking forward to joining BPO as a fresher customer service executive.
Educational Qualification: I am an undergraduate in the final year of B.Tech. and I have completed HSC from Career Point School from the RBSE board.
Family: If I talk about my family, I am the youngest son of my parents. My father is a self-employed businessman and my mother is a homemaker.
Hobbies: Regarding my hobbies, I am an enthusiastic cricket fan. Apart from this, I find badminton, music, and football very interesting. I am a quick learner willing to get exposed to new challenges. I hope I portrayed myself well. Thank you!
2. Daily Routine
I get up at 8 in the morning and brush my teeth. After that, I have a shower and get dressed. Then, I have breakfast and start studying. I begin with reading the newspaper and then do some research on personal development. I prepare my lunch and have it with some comedy videos. After that, I sleep for a few hours. After sleeping, I usually go running or I read. Then I make my dinner. Next, I watch some TV and I go to bed.
3. Last Movie / Last Visited place
4. Most Memorable Experience
5. Why This Company
I am particularly interested in joining your company because of its outstanding reputation in the industry and its commitment to excellence. Several factors make me enthusiastic about this opportunity:
- Industry Leader: Your company is recognized as a leader in the BPO sector, which assures me that I will be working with the best in the industry. This will provide me with valuable experiences and opportunities to learn from top professionals.
- Growth Opportunities: The company's commitment to employee development is evident through its various training programs and career advancement opportunities. I am eager to grow my skills and advance my career within an organization that supports continuous learning and professional growth.
- Company Culture: I admire the positive work environment and the strong emphasis on teamwork and collaboration. I believe that a supportive and motivating workplace is essential for personal and professional development.
- Innovation and Technology: Your company's investment in the latest technology and innovative solutions in customer service resonates with my interest in staying at the forefront of industry advancements. I am excited about the prospect of contributing to and learning from such a forward-thinking organization.
- Community and Corporate Responsibility: I appreciate the company's dedication to social responsibility and community involvement. Working for a company that values giving back to society is important to me, and I am eager to be part of initiatives that make a positive impact.
In summary, I am confident that your company will provide the ideal environment for me to apply my skills, grow professionally, and contribute meaningfully to the team's success. This alignment makes me enthusiastic about the possibility of being part of your esteemed organization.
6. What is BPO
BPO stands for Business Process Outsourcing. When a company chooses to outsource some of its non-core work processes to another company with expertise in it, it is called Business Process Outsourcing.
7. Why BPO
This sector is overgrowing and emerging day by day. Many opportunities are available here, and a lot of new things to learn and explore.
8. What are your expectations from this job?
I will get to apply my knowledge so far and also learn new things. For me, personal growth and learning something new, and upgrading myself is essential. This is what I expect from my job, to help in my development and improve myself more into a better person/ citizen.
9. Why should we hire you?
This job requires someone who can handle customer queries and resolve them while satisfying the customer. I believe that my communication skills, positive approach, problem-solving nature, and politeness in handling even adverse situations will be a pro in this job.
10. Why would you like to switch (if experienced)
11. Comfortable with rotational shifts and weeks off: Yes
12. Who is your role model/ inspiration?
My role model is my Mother. She is my most significant support and motivator. Also, the former Indian cricket team captain MS Dhoni truly inspires me. His personality and struggle taught me a lot of new things and qualities.
13. How did you spend the lockdown period?
The initial 21-day lockdown period was proven to be very productive, depending on how you used it! I’d like to share how I spent my time during that lockdown period.
Since the announcement of that lockdown, most of the exams had been postponed, which was actually a blessing in disguise because I got more time to prepare for the exams!
I got to spend some quality time with my family. We had actually bonded quite a lot during the period that we spent together, as one family.
All this extra time at hand got me pumped to learn a new skill. I quite honestly love music in general so I had been taking courses, and they were super interesting!
I had also been using that extra time to catch up with the TV shows and read books that I had forever been wanting to! Shows like The Big Bang Theory and Breaking Bad were awesome!
So, contrary to the popular opinion that the lockdown period was just unproductive and boring, I think it really depends on how you spend your time. Being active on social media can help spend time but it’s obviously going to get boring after a while. I would highly recommend that you pick up a new skill or do something you’re really interested in.
Ops Round
1. About Company / Process
Teleperformance (TP): A multinational company headquartered in France, providing customer acquisition, customer care, technical support, debt collection, social media, and other services around the world.
Amazon: An American multinational technology company based in Seattle, Washington, focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.
Hilton Hotels & Resorts: A global brand of full-service hotels and resorts and the flagship brand of American multinational hospitality company Hilton, founded by Conrad Hilton.
Cricket Wireless: An American wireless service provider, owned by AT&T Inc., providing wireless services to 10 million subscribers in the United States.
Adobe: An American multinational computer software company, incorporated in Delaware and headquartered in San Jose, California. Historically specializing in software for the creation and publication of a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print. The company has expanded into digital marketing management software. Flagship products include Photoshop, Adobe Illustrator, Adobe Acrobat Reader, and PDF tools.
Symantec: An American consumer software company now known as NortonLifeLock, specializing in selling security and information management software. Founded in 1982 by Gary Hendrix with the help of a National Science Foundation grant, Symantec was originally focused on artificial intelligence-related projects.
2. The long-term goal in life
My long-term goal is to achieve a good position where I can build my career and help the organization too. I want to take on bigger, more challenging targets so I can assess my abilities. I plan on shaping myself during this initial time so that I'm prepared to deliver on bigger targets later.
3. Where do you see yourself after 5 years
In the next five years, I see myself in a more responsible position where my company treats me as an asset, and I hope to grow with this company.
4. Technical questions depend on process and skill set
5. Common topics often asked in an interview
Coronavirus Disease 2019 (COVID-19)
It is a contagious disease caused by coronavirus. The first known case was identified in Wuhan, China, in December 2019. The disease has since spread worldwide, leading to an ongoing pandemic. Symptoms of COVID-19 are variable, but often include fever, cough, headache, fatigue, breathing difficulties, and loss of smell and taste. Symptoms may begin one to fourteen days after exposure to the virus. At least a third of people who are infected do not develop noticeable symptoms. Transmission of COVID-19 occurs when people are exposed to virus-containing respiratory droplets and airborne particles exhaled by an infected person.
Demonetization
It is the act of stripping a currency unit of its status as legal tender. It occurs whenever there is a change of national currency. The current form or forms of money are pulled from circulation and retired, often to be replaced with new notes or coins. Sometimes, a country completely replaces the old currency with new currency. On 8 November 2016, the Government of India announced the demonetization of all ₹500 and ₹1,000 notes. It also announced the issuance of new ₹500 and ₹2,000 banknotes in exchange for the demonetized notes.
Globalization
It means the speedup of movements and exchanges (of human beings, goods, and services, capital, technologies, or cultural practices) all over the planet. One of the effects of globalization is that it promotes and increases interactions between different regions and populations around the globe.
Urbanization
It describes both the increase in the percentage of a population that lives in cities as well as the increase in the size of those cities. Urbanization refers to the population shift from rural to urban areas, the corresponding decrease in the proportion of people living in rural areas, and the ways in which societies adapt to this change. It is predominantly the process by which towns and cities are formed and become larger as more people begin living and working in central areas.
Global Warming
It is the gradual heating of Earth's surface, oceans, and atmosphere. Already, global warming is having a measurable effect on the planet. Global warming occurs when carbon dioxide (CO2) and other air pollutants collect in the atmosphere and absorb sunlight and solar radiation that have bounced off the earth's surface. Higher temperatures are worsening many types of disasters, including storms, heat waves, floods, and droughts.
Deforestation
It is the permanent removal of trees to make room for something besides the forest. This can include clearing the land for agriculture or grazing or using the timber for fuel, construction, or manufacturing. Deforestation has been negatively affecting natural ecosystems, biodiversity, and the climate.
Pollution
It is the addition of any substance (solid, liquid, or gas) or any form of energy (such as heat, sound, or radioactivity) to the environment at a rate faster than it can be dispersed, diluted, decomposed, recycled, or stored in some harmless form. The major kinds of pollution, usually classified by environment, are air pollution, water pollution, and land pollution. Modern society is also concerned about specific types of pollutants, such as noise pollution, light pollution, and plastic pollution. Pollution of all kinds can have negative effects on the environment and wildlife and often impact human health and well-being.
E-commerce (electronic commerce)
It is the activity of electronically buying or selling products on online services or over the Internet.
Online Shopping
It is a form of electronic commerce which allows consumers to directly buy goods or services from a seller over the Internet using a web browser or a mobile app. Consumers find a product of interest by visiting the website of the retailer directly or by searching among alternative vendors using a shopping search engine, which displays the same product's availability and pricing at different e-retailers.
Child Labour
It is work that deprives children of their childhood, potential, and dignity. It harms children mentally, physically, socially, and morally. It interferes with their schooling, preventing them from attending or concentrating. It may involve them being enslaved, separated from their families, and exposed to serious hazards and illnesses. Children work because their survival depends on it, because their parents don’t have access to decent work, because national education and social protection systems are weak, and because adults take advantage of their vulnerability.
Women Empowerment
It is empowering women to take their own decisions for their personal development. Women play a vital role in making our world a better place. Empowering women means making them independent in all aspects, including mind, thought, rights, and decision-making, by overcoming social and family limitations. Women empowerment is very necessary to make the bright future of the family, society, and country.
Importance of Technology:
Technology is important in today's world because it serves a variety of functions in many of the most important aspects of modern society, such as education, communication, business, and scientific progress. Technology has also become a great way to improve communication and computation, especially in the business world. Technology involves the skills, methods, and processes used to achieve goals. People can use technology to produce goods or services.
MNP (Mobile Number Portability)
It is a process that allows mobile subscribers to switch operators while retaining their mobile numbers. Mobile Number Portability is a facility that allows a telecom service user to move from one operator to another operator irrespective of the geographical area.
Social Media
Social media are interactive technologies that allow the creation or sharing/exchange of information, ideas, career interests, and other forms of expression via virtual communities and networks. There are many social media platforms like:
It is an American photo and video sharing social networking service. The app allows users to upload media that can be edited with filters and organized by hashtags and geographical tagging. Posts can be shared publicly or with pre-approved followers. Users can browse other users' content by tags and locations and view trending content. Users can like photos and follow other users to add their content to a personal feed.
is an American freeware, cross-platform centralized messaging service owned by Facebook. It allows users to send text messages and voice messages, make voice and video calls, and share images, documents, user locations, and other content. WhatsApp's client application runs on mobile devices but is also accessible from desktop computers, as long as the user's mobile device remains connected to the Internet while they use the desktop app. The service requires a cellular mobile telephone number to sign up.
It is an American microblogging and social networking service on which users post and interact with messages known as "tweets." Registered users can post, like, and retweet tweets, but unregistered users can only read them. Users access Twitter through its website interface or its mobile-device application.
Common topics in shorts
COVID-19: A contagious disease caused by coronavirus, first identified in Wuhan, China in December 2019, leading to an ongoing pandemic.
Demonetization: The act of stripping a currency unit of its status as legal tender, as occurred in India on 8 November 2016 with ₹500 and ₹1,000 notes.
Globalization: The speedup of movements and exchanges of human beings, goods, services, capital, technologies, or cultural practices globally.
Urbanization: The increase in the percentage of a population living in cities and the corresponding societal adaptations.
Global Warming: The gradual heating of Earth's surface, oceans, and atmosphere due to pollutants like carbon dioxide.
Deforestation: The permanent removal of trees for agriculture, grazing, or other purposes, negatively affecting ecosystems and climate.
Pollution: The addition of harmful substances or forms of energy to the environment faster than they can be dispersed or decomposed.
E-commerce: The activity of electronically buying or selling products online.
Online Shopping: Directly buying goods or services from a seller over the Internet using a web browser or mobile app.
Child Labour: Work that deprives children of their childhood, potential, and dignity, often involving hazardous conditions.
Women Empowerment: Enabling women to take their own decisions for personal development and independence.
Importance of Technology: Serving various functions in modern society like education, communication, business, and scientific progress.
MNP (Mobile Number Portability): A process allowing mobile subscribers to switch operators while retaining their mobile numbers.
Social Media: Interactive technologies for creating and sharing information, ideas, career interests, and other forms of expression.