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Interview Questions and Suggestive Answers

Dear Candidate,

KVC CONSULTANTS LTD has prepared this suggestive list of questions and answers for you. The Answers and suggestions written are just
the guidance which you can use to prepare your own answers. Before appearing for the interview, go through the below mentioned set of
questions and paragraphs on BPO and Customer Service/support. “Also before appearing for any interview prepare about the Company”

BPO: - Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of
a specific business process to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Cola
that outsourced large segments of its supply chain.

BPO is typically categorized into back office outsourcing, which includes internal business functions such as human resources or finance
and accounting, and front office outsourcing, which includes customer-related services such as contact centre services. BPO that is
contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighbouring (or nearby)
country is called near shore outsourcing. Often the business processes are information technology-based, and are referred to as ITES-BPO,
where ITES stands for Information Technology Enabled Service. Knowledge process outsourcing (KPO) and legal process outsourcing (LPO)
are some of the sub-segments of business process outsourcing industry

Customer Support: - Customer support is a range of customer services to assist customers in making cost effective and correct use of a
product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product.
These services even may be done at customer's side where he/she uses the product or service. In this case it is called "at home customer
services" or "at home customer support”. Regarding technology products such as mobile phones, televisions, computers, software
products or other electronic or mechanical goods, it is termed technical support.

Customer Service: - Customer service is the provision of service to customers before, during and after a purchase. The perception of
success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest”. Customer service is
also often referred to when describing the culture of the organization. It concerns the priority an organization assigns to customer service
relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may
spend more money in training employees than the average organization, or may proactively interview customers for feedback.

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability
to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic
improvement. One good customer service experience can change the entire perception a customer holds towards the organization.

1) Tell us something about yourself.

This is usually the first question you would face in any interview. The basic purpose of this question is to start the communication and put
the candidate to ease. This is the simplest but the trickiest question as you can take the interview in whichever direction you want through
this question. To answer this question, start with some information about your family back ground, educational qualifications and work
experience. Focus on the things you have learnt during your last employments.

2) How would you describe yourself as a person?

The main purpose of this question is to see if you have some of those qualities which employers look for in their employees like –
dedicated, performance oriented, hardworking, creative etc. So, pick one of your qualities which employers are willing to buy and offer it
as an answer

3) What according to you is a BPO?

BPO stands for Business Process Outsourcing. When a company decides to outsource some of its non-core work processes to another
company with expertise in it, it is called Business Process Outsourcing.

4) What are the different types of BPOs?

BPOs can majorly be divided into following categories based on the jobs they perform:

a.) Administrative Department

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b.) Purchase Department

c.) Selling Department

d.) Call Centre

e.) Back Office

5) Why do companies outsource their work?

There are mainly four reasons for a company to outsource its work:

a.) Cost saving

b.) Focus on core activities

c.) Access to special enterprise who has expertise in the domain.

d.) Other resource related reasons like relieving resource constraints, reducing IT staff and augmenting IT staff

6) What do following abbreviations stand for?

a.) BPM - Business Process Management

b.) BTO - Business Transformation Outsourcing

c.) BPO2 - Business Process Optimizing and Outsourcing

d.) KPO - Knowledge Process Outsourcing

e.) MBPO - Medical Business Process Outsourcing

f.) HRO - Human Resource Outsourcing

g.) RPO - Research Process Outsourcing

h.) EPO - Engineering Process Outsourcing

i.) ESO - Engineering Services Outsourcing

j.) Procurement BPO - Outsourcing the procurement activities.

7) What are voice based BPOS?

Voice based BPOs are those BPOs where you are required to talk to the customers. It may be for sales or support or service or anything
else. The focus of business here is “Voice”

8) What do you mean by non-voice based BPOs?

Non-voice based BPOs are the BPOs which perform the outsourced work for their clients but do not need to interact with the client’s
customers. The focus here is on “utilizing knowledge” rather than the “voice”. BPOs like those performing procurement services or payroll
activities or data entry / data processing jobs etc. fall in this category.

9) What do you mean by ITES?

ITES means – IT Enabled services

10) What is off-shore outsourcing?

When a work process is out-sourced to a different country which is not nearby – it is called off-shore outsourcing. For e.g. If USA
outsources a work process to India- it is off-shore outsourcing.

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11) What is near shore outsourcing?

When a work process is out-sourced to a nearby country, it is called near shore outsourcing. For e.g. If a business process is out-
sourced from a company in USA to a company in Mexico or Canada – it is near shore outsourcing.

12) What is onshore outsourcing?

When a business process is outsourced from a company in one country to another country in the same country – it is called onshore
outsourcing.

13) What is a call centre?

Call centres are voice based BPOs. These are usually used for sales, customer service or support activities

14) What do you mean by following?

a.) Inbound call centre - Inbound call centres are the call centres which receive calls on behalf of their client – usually the support or
customer service centres fall in this category.

b.) Outbound call centre – Outbound call centres are the call centres which make calls on behalf of their clients – usually the sales calls.

15) What is the difference between a BPO and a call centre?

Call centre is a subset of BPO.

16) What attracts you towards a BPO?

When you are asked this question – focus your answer mainly on the growth of the industry and the prospects you see for yourself in the
industry. You can also keep some facts and figures about the growth of the industry handy which will help you in providing more weight to
your statement.

17) Where do you see yourself 3 years from now?

The purpose of this question is to see if you are ambitious and if you will stay with the company for sometime or not. To answer this
question you can say, “In three years from now, I see myself at a more responsible position where my company treats me as an asset and
hope to grow with this company.”

18) What are your strengths?

To answer this question – analyse the requirements of the position you have applied for and make a list of the qualities a person working
in that profile should have. Pick up the qualities you have out of them and offer them as an answer. For e.g. some of the qualities people
applying for jobs in call centres are: Patience, fluency in English, good hearing skills, problem solving etc.

This is quite an expected question so you must go prepared with an answer for this question well in advance.

19) What are your weaknesses?

You must understand that it is perfectly normal for any human being to have some weaknesses. What is more important is to identify
them and work on them. So, if you are asked this question in the interview – stay calm and admit that you have weaknesses. There are
two ways for you to answer this question now.

a.) Offer a totally un-related weakness. For e.g. “Inspite of using the camera for so many years, I still can’t make out if anything wrong goes
with it.”

b.) Offer one of your strengths as a weakness. For e.g. “My friends accuse me of being too picky about the grammar and the words in
English but I think it is important to speak a language properly”. If you have applied for a position with a call centre, they would
immediately buy this.

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20) Why do you want to quit your present job?

If you are currently working or worked in the past, it is one of the most obvious questions you would face. So, you must go prepared with a
good answer for this. The key here is “do not bad mouth your last employer or boss”. Just say that you want to switch for better prospects.

21) Can you share with us your experiences from the last job?

The purpose here is to see what you learnt during last assignments, how you used the opportunities to grow etc. Focus you answer on the
challenges you faced, solutions you offered and your achievements.

Avoid talking about any bad experiences.

22) Will you be happy to sign a bond?

Say “Yes”

23) How would you manage your accommodation?

This question might be thrown at you unexpectedly to see your reaction. To answer this, you can just say that accommodation will not be
a problem, you will manage

24) Would relocation be a problem for you?

Think over this before you appear for the interview. Do not say “Yes” if you mean “No” otherwise you will face problems after you have
joined

25) Will you be comfortable with working in shifts? Do you have any health problems?

Working for a BPO mostly means you will be working for clients outside the country with a different time zone which will require you to
work in shifts many times and you have to be prepared for this. If you have any health problems which might cause problem while working
in shifts, be clear

26) How do you rate your communication skills?

Communication skills play an important role in almost all the jobs you perform. Some need you to communicate internally with your team
members, boss or management while others need you to communicate with customers. Work on you communication skills to rate them
as above average.

27) Can you speak for two minutes on one of these topics?

You will be given some general topics to see you communication skills, on the spot thinking capability etc. So, read a lot and be ready to
speak on some general topics. Ex: Social Media, Women Empowerment, Park Scene, Hospital Scene, Flood Scene and any other general
topic or something on latest happenings.

28) How do you rate your listening skills?

One of the key factors in communication skills and being a good team player lies in your listening skills. If you don’t have them, develop
them. Offer above average or good as an answer

29) Do you know anything about our company?

Answer to this question shows your level of interest in the job and company. Make it sure that you read about the company before
appearing for an interview.

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30) Do you consider yourself as a team player?

Working for any company these days means being a team player. So, the obvious answer to this is “Yes”. You may quote some examples
where you worked as a team

31) How long would you expect to work for us if given an opportunity?

This question aims to find out your stability and see if you would jump at the first opportunity offered to you. To answer this question, you
can just say that, “I intend to stay as long as I’m learning and growing & both of us are happy with the work.” “FOCUS ON STABILITY”

32) Why should we hire you?

To answer this question, you need to prepare well in advance. Read through the requirements of the job properly and match the qualities,
skills and experience you have with the requirement. Now offer this as a reason for you to be hired.

33) Do you think you can work under pressure?

Work and pressure are always going to co-exist. It might be the pressure at work or on personal front but you should be able to deal with
it. So, the answer to this question should be “Yes” backed up with some example where you worked under pressure.

34) Are you comfortable in learning new technologies?

BPOs run on technologies. So, you should be happy to learn them. Say “YES”

35) What is your expected salary?

Don’t jump at a figure when asked a question about expected salary. Put the ball back in interviewer’s court by asking them, “What does
the company offer for a position like this?” “Never Give A Fixed Figure”. “Say As Per Company Norms”

36) Would you leave us if another company offers you 2K more than us?

By asking this question the interviewer tries to analyse if the candidate will leave the job for a couple of thousands. Recruiting a candidate
costs money to the company so they would like to hire somebody who has some loyalty towards the company. You can answer this
question by saying that though you know the attraction of money every job offers but you would first try to analyze the growth
opportunities with both the jobs. If your present company can offer you the desired growth with the industry trend, you would not switch.
You will discuss the issue with your senior and ask his views on your growth in the present job and if you see that there is a potential to
grow in the present job, you will stick otherwise you will politely inform him about your decision to move ahead in life.

37) Would you like to ask any questions?

When you are going for a job interview, go prepared. Try to find out the latest information about the company. When you are asked this
question, you can ask interesting questions like the opportunities for you to grow in the company, the expansion plans of the company
and the chances for you to grow there. If the company has been in news recently, you can ask questions related to that also.

38) Why Would You Like to Join BPO?

BPO is the fastest growing industry and provides equal opportunities to all. Growth in BPO is completely bases on performance of the
employee. It provides faster growth than any other sector available. I love to interact with people and I think I can make this hobby of
mine as my profession. Secondly “Mention the Name of Company for Ex Wipro” is a brand name that anyone would love to join, so if I am
getting this opportunity I don’t want to let go this opportunity. I am sure if I start with a good brand name I will certainly grow as well as I
will have a stable career

39) Why not your core sector (Specially for Btech Graduates)

I have already tried my luck in my core industry, however nothing came out fruitful and I am still unemployed and dependent on my
parents. My friends who passed out with me and joined BPO after graduation have grown personally and professionally both. They are the
ones who told me about the opportunities in BPO sector and employee friendly environment of BPO. Apart from technical skills I just have
one more skill and that is good communication skill and I can make use of it to make my career.

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40) Tell me about your daily routine.

Females: I generally get up early in the morning at 8.00 Am. Then I freshen up and take my breakfast by 10. Then in help my mom in her
daily routine. Then once we are done with the house hold we take a nap between 2-4 pm. Then we get up and if we have to go the market
to buy something then we do or else we watch television and start preparing for Dinner. After dinner we chit chat a little and go to sleep.

Male: I generally get up at 8.00 Am. Then in go for walk, come back home and take a shower. After that I read newspaper and check my
mails. If I have any interview scheduled for the day the I prepare for the same or otherwise I watch television and listen to music. Then I
sleep for hour and two. Then in the evening I generally go to the market to buy things and prepare my dinner and chat with my friends,
and then I go to sleep while listening to music.

41) Where do you see yourself 5 years from now?

As I am a fresher, so currently I need to learn a lot of things about corporate environment, work effectively etc. Then I think I would like to
take an expertise on the product that I am supporting and become a good performer. Then I will explore the kind of opportunities I can
apply for within the company. I will be learning the skills required for the profiles, I would like to apply for in the future, So I think these all
things would require at-least a year or two after which I think if the management feels that I am prepared for the next role then I am sure I
would be given an opportunity to grow.

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