Updated May 17, 2023
Introduction to BPO Interview Questions and Answers
Business Process Outsourcing, as the term suggests, is outsourced to other companies or countries that get the work done at cheaper costs. When a company wants non-core work done by people who are well-versed in it, those experts can do so by paying them less and getting quality work. Outsourcing is usually done between two countries. The major sectors involved are IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction, etc. You can ask a few questions when interviewing with a BPO firm.
If you are looking for a job related to BPO, you need to prepare for the 2023 BPO Interview Questions. Every interview is indeed different as per the various job profiles. Here, we have prepared the critical BPO Interview Questions and Answers which will help you get success in your interview.
This 2023 BPO Interview Questions article will present the ten most important and frequently asked BPO Interview questions. These questions are divided into two parts 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 are responsible for only receiving calls, and the outbound call centers have the responsibility of making calls. Majorly the inbound call centers are the centers that receive calls from customers, while the outbound call centers make calls related to product inquiries and sales calls. There can also be a third type of call center, which is needed to capture 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 a call center is.
Answer:
A call center is where different customers attend calls, and call center representatives handle them in large numbers. We can categorize call centers into two types: inbound and outbound. The inbound call centers are responsible for only receiving calls, and the outbound call centers have the responsibility of making calls. Majorly the inbound call centers are the centers that receive calls from customers, while the outbound call centers make calls related to product inquiries and sales calls. A third type of call center can also exist, necessary for capturing and analyzing data.
Q4. What basic qualities are needed 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. To succeed and climb the ever-rising ladder, one must be hard-working, persistent, and communicate well. This gives a marketable approach. Once you possess these qualities, then you can quickly get a large number of opportunities to grow. You can also earn a lot of foreign exchange as you will get many on-site options. In addition to the above qualities, one must be flexible with working in shifts, keep learning as a team, have a positive attitude towards learning new processes, and satisfy all the outsourcing clients.
Q5. There are two fields in BPO. One is technical support, and the second is customer service. Which one is of more value to the BPO industry?
Answer:
In India, a BPO mainly runs on technical support and customer service. Both of these are an integral part of the BPO ecosystem. Customer service can deal with anything from phone connectivity issues to insurance claims. On the other hand, technical support helps customers from abroad to deal with different technical problems. You can set up this support using a Wi-Fi connection or resolving a user-facing software installation problem. 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 handle an inbound process call, we should make the customer feel comfortable. You must address them very politely and maintain a calm conversational tone. The agent must listen to all problems patiently, try to understand them, and then provide the solution as soon as possible, which can get the company goodwill and better ratings. Outbound processes differ from inbound processes, and the agent must have a convincing 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 beginning of a call to attract and convince the prospective customer.
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 quickly look forward to having conversations with people. You can further explain how you are good at solving the issues that people face and 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 use your skills over the web chat process. You can understand chat, have proper casual conversations with the clients, and solve their issues quickly.
Let us move to the next BPO Interview Questions.
Q8. Explain the difference between BPO and call center.
Answer:
BPOs are the superset comprising the Back Office Department, Call center Department, Selling Department, Purchase Department, and Administrative Departments. Call centers are a part of front-office outsourcing, where companies are in direct contact with customers. BPOs also have KPIs, develop software, and 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 that 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, including medical billing, documentation, and how to claim insurance. At the same time, BPO is customer service oriented. The outsourced business helps in bringing more customers and creating more customers.
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