BPO stands for business process outsourcing. It is a common practice where businesses or organizations contract with external service providers. This article will look at some of the common questions in BPO interviews to help you land the job.
1. What Do You Understand by BPO?
BPO refers to business process outsourcing. It is a common practice where organizations outsource business processes to other companies to save costs and improve efficiency. These organizations, therefore, contract external service providers who are then tasked with performing the business task. These are normally necessary processes that are not part of a company’s value proposition in the market.
2. Can You Tell Us the Different Types of BPOs
There are only two types of BPOs, front office, and back office. Front office business process outsourcing normally entails customer handling tasks such as offering technical support to the client base or addressing different customer issues. However, the back office BPO service is different since it mainly entails outsourcing internal processes such as purchase, billing, or anything involving finances. These two types of business process outsourcing depend on the needs of the business.
3. Can You Work Night Shifts?
Yes. I believe that I am highly flexible. I am, therefore, okay with any shift as long as it will keep me productive. I particularly enjoy working at night since I am more of a night person. I normally do chores and rest during the day to get enough energy to work throughout the night. I would therefore request to be put on night shifts if possible. However, I don’t also mind working day shifts. I believe that I can manage both with proper planning and prior notice. I am positive that I will handle all my duties well.
4. Can You Relocate?
Yes. I am pretty flexible. I enjoy a change of settings now and then and therefore have no problem relocating. I also believe that the fact that I don’t have a family makes it easier for me to relocate and start over again in a new setting. I only need prior notice and maybe a week to organize myself and finish any pending assignments or activities. I have relocated over five times in my career, which has helped me experience different cultures and settings. I won’t have a problem moving and starting over.
5. What Do You Understand by Onshore and Offshore Outsourcing?
Offshore outsourcing occurs when a company outsources its processes to a third-party company in a different country. It, therefore, heavily borrows from the meaning of offshore. Therefore if an American company outsources its segment to a German firm, it is termed offshore outsourcing. However, if a company outsources its processes to a company in the same locality or country, it is termed onshore outsourcing. For example, an American company outsourcing a segment to another American company. Both offshore and onshore accounting depends on what the company wants to achieve and the relationship between the parties.
6. What Do You Understand by Inbound Processes?
As the name suggests, inbound processes entail handling customers’ incoming calls and offering assistance on the availed product or service. A good example is an on-call technical support. An inbound process can also take the form of complaint registration. There are several inbound call centers whose main job is to receive incoming calls from customers. These centers are often monitored by support teams who help customers sort out their issues and answer queries. This is pretty different from outbound call centers.
7. What are Outbound Processes?
Outbound processes involve calling customers from a database offered by the contracting company. It is different from inbound processes since the latter entails receiving calls from customers while the former is about making calls. Like inbound processes, there are outbound call centers where outgoing calls are made to customers or the business clientele. There are a lot of outbound processes that help the team reach out to leads or potential clients, such as cold calling, social media, and cold email outreach. It is also worth noting that most businesses struggle with their outbound processes.
8. What Do You Understand By Voice Process?
Voice process consists of outbound telemarketing or inbound telemarketing. It refers to the calling of customers, leads, or clients. It, therefore, handles all incoming customer calls, which are often about several issues. There are two main types of voice processes, inbound and outbound. Inbound deals with incoming calls, while out outbound entails making calls to the same customers or different prospects. Several voice process jobs involve offering excellent support and customer service round the clock. It is also worth mentioning that the outbound voice process is more challenging since the customer care executive is mandated to make calls to customers and not the other way round.
9. Can You Mention the Difference Between Voice Process and Web Chat Process
The difference between these two is quite straightforward. A BPO employee normally receives or makes calls to offer support to customers over the phone in the voice process. It normally covers several issues such as client queries, complaints, and calls for help. However, calls are not entirely made to offer support since a BPO employee may also call customers or potential clients to market the company’s products and services. In the webchat process, every communication is done in the chat service available on the website. It doesn’t involve calls.
10. Differentiate KPO and LPO
These are different types of outsourcing that are industry-specific. LPO stands for legal process outsourcing, which happens when a legal company outsources its work to a different legal company. It is, therefore, a type of outsourcing that only occurs in the legal industry. KPO stands for Knowledge Process Outsourcing and is part of business process outsourcing. It encompasses several activities requiring one to have vast technical knowledge and expertise in given areas and a specific skill set. As the name suggests, it is knowledge-based.
11. Which One Do You Like Most, Voice Process or Web-chat Services?
I don’t have a problem with both. However, I prefer the voice process since you can better understand the situation or customer query, unlike the web chat process. You get a chance to talk to the customer and ask for as many clarifications as you need instead of struggling to understand what they have written on the website’s chat platform. Therefore, the voice process allows me to help customers faster and easier than the webchat process. However, I am pretty flexible and can definitely perform both.
12. What Will You Do if a Customer Calls You and You Don’t Have a Solution?
We don’t always have solutions to every problem, at least not instantly. Therefore if a customer calls to ask for assistance and I cannot help them, I will kindly request that I put them on hold as I look into the matter. I will then ask my colleague or find out that the right response. I will apologize again afterward. However, if it’s something complicated and takes longer to find a response, I will ask that I call the customer back.
13. What Do You Think is The Most Valuable Things in BPO? Customer Service or Technical Support.
I believe that both customer service and technical support are important in BPO. However, customers always call to ask questions or seek clarifications on products and services. They expect answers in return which makes technical support more valuable than customer service. Clients normally want people who can help them solve problems, and therefore, offering excellent customer service without technical support doesn’t bring much value. However, technical support and excellent customer service should go hand in hand as they are valuable in BPO.
14. Would You Approach an Inbound Call Differently From an Outbound Call?
Yes. For inbound calls, customers Alare always call asking for help and clarifications or tabling any issue. Therefore, I have to give them time to explain their issues and ask questions occasionally if necessary to shed more light on them. However, I have to do all the talking for outbound calls and be as convincing as possible since mostly, the aim is to convince the customer to purchase a given product or service. My approach cannot, therefore, be similar in both scenarios.
15. Can You Mention Some of the Necessary Traits in BPO
To succeed in a BPO job, one needs to have effective communication skills, given the nature of the job. Making calls and chatting with customers requires someone who can relay information effectively. A BPO worker must also have creative problem-solving skills to solve issues and offer technical support. This job is quite demanding and therefore calls for someone who can handle pressure and overcome its challenges. Other qualities include speed and efficiency, organizational ability, knowledge retention, empathy, and a great deal of flexibility.
16. Why Do You Think Most Companies Outsource Their Work?
The main reason why companies prefer outsourcing work is to cut down and control operating costs. This is because outsourcing is often less expensive than getting people and paying them to do the same job. Other reasons include improving the company’s status, spreading risks, increasing efficiency by doing away with several time-consuming operations, making inner sources free for any new purpose, and making good use of external resources. However, it is worth noting that outsourcing depends on the company’s actual needs and its context.
17. Mention the Skills that You Will Bring From Your Former Job
I have many skills that allowed me to prosper in my last job. I have excellent communication skills, which I believe are necessary for anyone working in this field. It will help me respond to queries and offer the needed technical support to customers. It also enhances collaboration with colleagues. My last job also allowed me to work on my emotional stability, which is needed when dealing with people’s problems. I understand that some customers are always abusive, and therefore, one needs to be in a good mental space to deal with them.
18. Mention One of Your Weaknesses. How Are You Improving It?
One of my greatest weaknesses is asking for help, especially when sure that I have everything under control. I normally end up swamped with work and at times have to work overtime to finish up. I may have obtained this attribute from my childhood experiences where I had to face many challenges independently. However, I made a conscious decision to improve by actively seeking help and engaging others more. I also joined a group of professionals where ask for help despite not knowing one another.
19. Do You Think this is the Right Industry for You?
Yes. I believe that I can thrive in this industry. I understand the importance of business process outsourcing, especially its role in cutting operational costs. I love solving challenges and coming up with creative solutions. I, therefore, believe that I am in the right place since part of my job entails offering technical support and solving customers’ problems. I am also a good communicator, which will help me excel in this job. Therefore, I am in the right industry.
20. Where Do You See Yourself in Five Years?
I view life quite differently from several people. I prefer living in the moment and exploring my potential. I normally believe that the future will take care of itself. Therefore, I’d be lying if I said that I have any 5-years plans as I prefer crossing the bridge once I get there. At the moment, I am working hard and acquiring all the necessary skills that will put me at the top of the game. I will be in the right position to go for what I want once five years elapse.
21. How Many Languages Can You Speak?
I can speak four languages: English, French, German and Spanish. I grew up speaking the first one but had to learn others along the way. I learned French in high school and won the best French student award several times at the institution. I later stayed in Mexico and got to learn Spanish, which I am very fluent in. I had a German roommate who taught me some German at one point. I got better at it as time progressed, and by the time we were parting ways, I was able to speak fluent German.
22. Can You Operate a Computer Proficiently?
My dad was a computer technician, and therefore I grew up around computers. I could watch him work on his desk throughout the day when I was a child. Here exposed me to computers at a pretty young age. I, therefore, know how to operate a computer proficiently. I learned to code at 17 years, right after finishing high school. I will not, therefore, have a problem performing basic computer tasks. I am also willing to show you my computer skills.
23. Why Do You Think Night Shifts are Important in this Industry?
Customers need support around the clock since it is ridiculous to make them wait till morning when they have pressing issues. Therefore, it is important to have someone who can attend to them whenever they need rather than forcing them to adopt a timeline they are not okay with. Also, certain outsourced business processes require 24-hour service. At the beginning of this answer, I mentioned a good example- customer care. Night Shifts are therefore necessary to make sure that everything is in order and some business processes do not stall.
24. What is Your Greatest Strength?
My greatest strength is my ability to work under pressure. I understand just how straining this industry can be. There are many things to do and timelines to meet, which require someone who can work in strenuous situations. I have been in this industry for quite some time and have therefore had the chance to work on my tolerance. I know how to multitask and prioritize work while delivering excellent quality. If called upon, I can meet even the tightest of deadlines and work round the clock. I am positive that I will not disappoint you if given a chance.
25. Why Do You Believe that You are the Most Suited for this Job Out of All the Candidates?
I have vast experience in this industry, given that this is my twelfth year. I have worked with different companies and gained lots of expertise and skills that will help me deliver if given a chance. I can work well under pressure, which is a needed attribute in a BPO job. I also know how to communicate effectively and handle feedback. Lastly, I consider myself creative, an attribute that helps me come up with solutions for different problems. I will therefore give my best.
These 25 questions should help you land the job you are interviewing for. Make sure that you prepare well for your upcoming interview and give the interviewer a good first impression when it is time for your interview.