30 BPO Interview Questions Answered!

Every fresher in India must apply to jobs within booming industries. Applying to such positions will surely lay a powerful foundation for the fresher’s career. One such booming industry is the BPO sector. For fresher, clearing multiple levels of BPO Interview Questions might seem daunting at first. But a right preparation strategy can take a fresher places and help them clear all the rounds.

BPO, as we presume it to be, is much beyond a call centre. Any activity carried out to outsource specific functions of a business to a third party or a client, is a part of the Business Process Outsourcing umbrella. Freshers these days consider BPO to be a good priority sector to work, because is a major job provider in India. As a fresher, appearing for your BPO Interview can seem challenging. In order to lend a helping hand in your preparation, we have collated top 30 BPO Interview Questions and Answers. Keep reading

Below are the answers to these 30 commonly asked BPO interview questions and answers.

Q1. Tell me about yourself?

Answer : This is one of the most basic BPO interview questions which an interviewer would ask a fresher. The very first sentence of your answer should be impressive enough for the interviewer. Your answer should sum up all your qualities for the job or designation.

You can create a smart as well as personalized answer to this common interview question with the help of PIQA – a tool that creates answers basis your profile in 5 minutes. It is FREE to use.

Q2. Tell me something about BPO and how it works?

Answer : BPO or Business Process Outsourcing comprises of front-office customer services (like tech support) and back-office business functions (like billing). When a company plans to cost effectively carry out non-core work by an expert, they outsource it as a project to countries like India. This is called Business Process Outsourcing.

How does a BPO work?

Answer : In a BPO, the complete business process gets transferred from an external service provider to a third party. Sometimes, parts of a business function or the entire piece get contracted out. Such a third party helps improve the service provider’s customer experience as well as render an excellent customer service.

Q3. Why do you want to join a BPO?

Answer : Technology is evolving. As we can already see, simultaneously the outsourcing market is evolving too. Hence, the BPO companies are getting exposed to new work opportunities and projects. Freshers who join the BPO/ITes industry now, can easily boost their skills and become doubly more productive in the log run. Also, scope for learning on the job is tremendous considering the fact that seniors who have been in this industry for so long have a lot to talk about. Moreover, BPO is a fast growing segment for multiple big business brands today. So freshers who join now can leverage a good pedestal to boost their careers. This will further lead to a paradigm shift in helping freshers build a better future.

Q4. Why should we hire you?

Answer : Sir, that is the good question you asked me, If you will give me opportunity to work in your company at this post I think that, by using my skills and knowledge I will play an important role in the upliftment of your company and I will prove it. I am quick learner and very honest with my work surely Sir, one day you will feel proud for appointing me here.

This is another common yet very important job interview question. Click here to create your own answer that highlights your skills, education and experience.

Q5. What is the difference between onshore and offshore outsourcing?

Answer : The interviewer is trying to assess your basic understanding of the BPO sector here. You need to mention that any project or task that is allotted outside the country (which is not nearby) is referred to as off-shore outsourcing whereas anything outsourced to a nearby country is known as onshore outsourcing.

Q6. What are the major types for outsourcing?

Answer : There are several types of outsourcing namely onshore outsourcing, offshore outsourcing and near-shoring. Professional outsourcing is the most popular one with IT outsourcing being the most profitable form of outsourcing.

Q7. What is professional outsourcing?

Answer : Professional outsourcing refers to specialized services such as accounting, legal, purchasing, information technology (IT), IT or administrative support etc. It is a very common area of outsourcing as a service. Professional outsourcing leads to substantial cost savings as core businesses only need to pay for services actually provided while accessing high quality resources. This reduces overhead costs significantly.

Q8. What is IT outsourcing?

Answer : IT outsourcing is a type of professional outsourcing. Over the past few decades, IT outsourcing has become one of the most common services. Most businesses seek technology related resources or subcontract outside an organization for an informational technology function. Businesses these days use IT outsourcing for functions like infrastructure and software development, maintenance and support. For instance, companies outsource IT management and data storage needs as it is less expensive compared to building an in-house IT team. Large businesses a segment of IT functions.

Q9. What is multi outsourcing?

Answer : Multisourcing applies to any business area, but is commonly used when referring to IT outsourcing and IT services. It was introduced by a market technology research firm in 2005 and is most frequently used by large enterprises, where IT operations and technology infrastructure are contracted out to multiple vendors. This outcome-focused outsourcing offers better visibility into real project status information.

Q10. What is manufacturer outsourcing?

Answer : Manufacturer Outsourcing is a common outsourcing service. Companies that involve production of goods need to understand ‘What is outsourcing?’ This is mostly quite industry-specific. Companies which lack economies of scale take it up to compete with larger enterprises.

Q11. What is process-specific outsourcing?

Answer : Process-specific Outsourcing means outsourcing specific operation-related aspects to other companies or units that specialize in them. E.g. Myntra can outsource the delivery of a packaged dress to a courier company like BlueDart or Ekart. This comes with details like delivery timelines, customer contacts and costs, which may allow a company to focus on its strength and improve customer service.

Q12. What is offshoring?

Answer : The practice of offshoring is outsourcing business functions to another country. Work is often ‘offshored’ to reduce labor costs. It is a strategic way to enter new markets and tap cheap talent, which was unavailable domestically.

Q13. What is reshoring?

Answer : Companies earlier used to send manufacturing jobs from the US to areas like China and India for low-costs. However, manufacturers began to realize that offshoring production services to Asian countries was not as cost-effective. So this realization led US-based companies to start bringing their offshore manufacturing jobs back home. This process is referred to as reshoring. Some companies are going even further and doing insourcing —which is the opposite of Outsourcing.

Q14. What are different types of BPO?

Answer : BPO services are generally categorize into horizontal and vertical BPO services.

Q15. What is a horizontal BPO?

Answer : Horizontal BPO is function centric outsourcing. The outsourcing partner or vendor specializes in specific functions across industry domains. Examples include procurement, payroll processing, HR, facilities management and ERP software maintenance.

Q16. What is a vertical BPO?

Answer : A vertical BPO is all about functional services within core industry domains. These include healthcare, financial services, manufacturing and retail.

QQ17. What are the services that fall under voice support?

## BPO services
## Call Center Services
## Healthcare BPO Services
## Legal Process Outsourcing
## Customer Service Outsourcing
## Inbound Service
## Outbound Service
## Telemarketing Services
## Technical Support Services

Q18. What are the services that fall under non-voice support?

## Chat Support Services
## Data Entry Services
## Email Support Services

Q19. What are the services offered by BPO companies?

## Transaction and Payment processing
## Accounts Management
## Document management
## Tele-marketing services
## Order Management
## Technical support
## Customer support services

Q20. What do you mean by inbound and outbound process?

Inbound Voice Process: It is conducted by an inbound call center. It deals in attending customer calls. Services that include technical support, logical support, complaint registration, reservation, etc are offered on call. All inbound call centers rely on incoming calls.

Outbound voice process: Outbound voice processes are conducted by outbound call centers. Here, callers dial the customer. Motive of these calls is to market products and services of a company. The main objective is customer acquisition and lead generation.

Q21. List some inbound call center services.

## Customer Service/Support
## Inbound Sales
## Help Desk Services/Technical Support Services
## Order Booking/Order Processing

Q22. List some outbound call center services.

## Lead Generation
## Customer Retention
## Customer Survey
## Appointment Scheduling

Q23. Which one do you think –web or voice- suits your qualifications better?

Answer : I am inclined towards one aspect, which is web. That is my preference without choice. I know there are vacancies in both and you will place suitable talent, irrespective of what is said. Its just that I have great typing speeds and can arrange my thoughts better in written than on call, hence the preference.

Q24. What is a call centre?

Answer : Call centers are voice based BPOs. These are used for customer service, sales and support
activities.

Q25. What attracts you towards a BPO?

Answer : The BPO industry is growing considerably and I can see that job prospects are huge here. According to Team Lease, as of June 2019, there are over 27k BPO job vacancies.

Q26. Where do you see yourself three years from now?

(or Where do you see yourself in five years from now?)

Answer : In three years from now, I see myself as a team leader or a flag bearer. Basically, I would like to be at a more responsible position so that my company would treat me as an asset and not as a burden. I hope to grow further with the company with every passing year.

Q27. Why do you want this job? or Why do you want to join BPO?

Answer : I believe I can do justice to this position as I am a graduate and I have done an internship with Wipro BPO. While still in college,I did a small stint at Sutherland BPO for 5 months. I have also topped my college’s debate competition.

Q28. Will you be happy to sign a bond?

Answer : Yes, I don’t have any issues to sign a bond. May I know the bond period?

Q29. Would relocation be a problem for you?

Answer : No. I am willing to relocate.

Q30. Do you have any questions for me?

Answer : Actually I have a few and I was waiting for my chance to ask them to you. (Please stick to only 3 questions.)

## What’s the company organization and management style like?
## What’s one thing that makes you happy to come into work today?
## How long have you been at the company?
## What did you do before you were at the company?

Aforementioned are some commonly asked BPO interview questions and answers. While the BPO sector is providing more & more opportunities to freshers, it is asking for a good degree and the right set of skills. Undoubtedly you possess them, but you need to prepare for the interview as well.

Clearly, BPO jobs are slowly and steadily becoming the most preferred graduate jobs. In order to stand out from competition, you have to tactfully answer every question of your job interview. Hence, prepare with the questions and answers shown above to seal the deal.

All the best.

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