Top 30 Most Asked BPO Interview Questions (With Answers)

If you’re aiming for a career with excellent growth opportunities, the BPO industry is a great choice. With a robust CAGR growth rate of 10.8%, the BPO sector continues to expand. To secure a position in this thriving industry, preparing for BPO interview questions is crucial. This article will guide you through essential BPO interview questions to help you land your dream job. By understanding and practicing common BPO interview questions, you can confidently approach your interview. Make sure to review these BPO interview questions thoroughly, as they will play a significant role in your preparation. With the right preparation, you’ll be ready to tackle any BPO interview questions and advance in your career.

Preparing for a BPO interview can be a crucial step in your career journey. To excel, it’s important to understand common BPO interview questions. This guide will help you navigate BPO interview questions with ease. By familiarizing yourself with typical BPO interview questions, you can be more confident and prepared. Each BPO interview question serves a purpose, revealing insights about your skills and fit for the role. When facing BPO interview questions, remember to stay calm and thoughtful. Practicing responses to BPO interview questions will boost your chances of success. Keep these BPO interview questions in mind, and you’ll be better equipped to handle any challenge that comes your way.

What is a BPO?

To explain what BPO is 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 BPO companies that handle the outsourced process on behalf of their client organizations.  

The services provided by the BPO companies comprise 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 ask yourself why you want to join BPO. Is the 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 dreams. 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 30 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 prepare for your BPO job, it’s essential to review common BPO interview questions. We are providing some helpful BPO interview questions to guide you. By studying these BPO interview questions, you’ll be better equipped to answer correctly during the interview process. Understanding BPO interview questions can make a big difference in how you perform. Each BPO interview question is designed to assess your skills and fit for the role. Practicing responses to various BPO interview questions will boost your confidence. Make sure to review these BPO interview questions carefully, as they are key to a successful interview. With these BPO interview questions in mind, you’ll be ready for any challenge.

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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 multinational 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. However, 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 purchasing 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. 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 is working the night shift crucial in the 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 advantages of the business process outsourcing sector are its efficiency, global expansion, flexibility, cost-effectiveness, speed of work, and improved productivity. Thus, if you seek work in the BPO sector, you will 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 0.2 – 4 LPA.

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

Ans: The answer to this BPO interview question is that an “outsourcer” is a company that 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 data. 
• Communication Issues: Being in different time zones often creates a communication barrier between the parties. 
• Hidden Costs: There are several hidden costs involved in the 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 savings, better product quality, access to new markets, etc. 

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

Ans: 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 question 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 a BPO.

Ans: The major difference between a Call center and a BPO is that a call center is a centralized office that receives and makes calls in large amounts, providing technical support to customers. However, a BPO is a third-party service provider that supplies various services like accounting, human resources, and IT support.  

Q.23 What are the 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 you know about ISO: 9000 standards?

Ans: ISO: 9000 is a series of international standards that 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 the BPO industry?

Ans: The answer to this BPO interview question 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 

Q.26 What is the importance of customer feedback in BPO?

Ans: Customer feedback is crucial in BPO because it helps improve services and customer satisfaction. It provides insights into what customers like or dislike, allowing companies to make necessary changes and enhance their performance.

Q.27 How do you handle difficult customers?

Ans: Handling difficult customers involves staying calm, listening actively, and showing empathy. Address their concerns professionally, offer solutions, and follow up to ensure their issues are resolved satisfactorily.

Q.28 What skills are essential for working in a BPO environment?

Ans: Essential skills for a BPO environment include strong communication, problem-solving abilities, patience, adaptability, and good time management. These skills help in managing various tasks and interactions efficiently.

Q.29 How do you manage stress in a BPO job?

Ans: Managing stress in a BPO job involves staying organized, taking regular breaks, prioritizing tasks, and practicing relaxation techniques. Maintaining a positive attitude and seeking support from colleagues can also help.

Q.30 What are your long-term career goals in BPO?

Ans: Long-term career goals in BPO might include advancing to a managerial position, gaining expertise in specific areas, or contributing to process improvements. Continuous learning and professional development are key to achieving these goals.

Roles within a BPO

After knowing why you want to join BPO and preparing for basic interview questions, one must know various job roles in the BPO sector and their pay scale.

1. Call Center Agent

The call center 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 center agents can contact customers via emails, calls, web chat, etc. The National annual salary of a Call center agent is INR 1.7 lakhs 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 center manager is INR 5.7 LPA.

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 2.2 LPA.

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 29 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 reports on the performance of the call center. The average annual salary of a resource planning analyst is INR 5.7 LPA.

Tips to Prepare for BPO Interview

• Research the specific responsibilities of the BPO role you are applying for.
• Learn about the company that you are going to be interviewed at.
• Be confident about your skills and articulate them efficiently.
• Highlight relevant experiences from your past job roles or projects if you are a fresher.
• Answer the questions concisely and directly.
• Prepare and practice BPO interview questions thoroughly.
• Be original and genuine and provide truthful answers to the panel.
• Show enthusiasm and a positive attitude throughout the interview.

Takeaway

This article consists of all important BPO interview questions such as ‘Why do you want to join BPO’, ‘What do you know about BPO?’ and many more. It also 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.

In conclusion, mastering BPO interview questions is crucial for securing a role in the BPO sector. The BPO interview questions, such as ‘Why do you want to join BPO?’ and ‘What do you know about BPO?’ are designed to assess your suitability for the job. Reviewing these BPO interview questions can give you a significant advantage. Chegg provides valuable resources and support for candidates facing BPO interview questions. By preparing well and understanding BPO interview questions, you increase your chances of landing a desirable position. Whether you’re already in BPO or seeking a new opportunity, focusing on these BPO interview questions will help you succeed.

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Conclusion

BPO interview questions assess communication skills, problem-solving abilities, and adaptability. Candidates are often asked to introduce themselves, handle difficult customers, manage pressure, and confirm their availability for rotational shifts. Technical questions may test process knowledge or familiarity with relevant tools. Key qualities evaluated include fluency, patience, teamwork, and the ability to adapt to changing environments. To excel, candidates should research the company, practice mock interviews, and prepare real-life examples demonstrating their skills. Strong customer service aptitude and a problem-solving mindset are essential to impress employers. In conclusion, success in BPO interviews requires clear communication, flexibility, and customer-first thinking, as these are critical for performing effectively in a fast-paced outsourcing industry.

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