Business Process Outsourcing

BPO basically means an organization that accepts various processes from other
companies and organizations. The processes can be varied, and a single BPO can
provide services to organizations in completely different lines of business.
For example, a BPO can provide services to a law firm as well as a manufacturing
unit, or even an advertising agency or website.
Of course, the types of processes that a BPO handles are defined according to the
experience and talents of the BPO personnel.

BPO is the contracting of a specific business task, such as payroll, to a third-party

service provider. Usually, BPO is implemented as a cost-saving measure for tasks
that a company requires but does not depend upon to maintain their position in the
marketplace.
BPO is abbreviated as Business Process Outsourcing. When a company wants its
non-core work to be done by an expert at cheaper costs then they outsource their
work to another country, which is called Business Process Outsourcing. This
outsourcing is mainly done between two countries.

What is BPO sector?

BPO stands for Business Process Outsourcing, which basically means the
outsourcing of various business processes.
BPO sector is one of the top most growing industry in India. It provide Business
process outsourcing through a systematic way and a lot of trained employees
getting a good reward in this sector. It will help Indian economy to grow very
fast in the last 1 decade. I, think, It is the best in industry.

What is a Call Center?

There is a general misconception that call centers are BPOs and BPOs are call
centers. This misconception exists because call centers maybe one of the very first
processes in a company that were openly outsourced.
A call center is basically a company, organization or institution that handles the
service center or sales center of any company. The call center will either handle the
sales or the service of a company. Call centres are voice based BPOs. These are
usually used for sales, customer service or support activities..
Call center is a customer care center where calls are handled in large numbers.
There are two types of call centers, Inbound and Outbound. An inbound call
center is where calls are handled keeping the customer care in concern, and
customer associate will only receive calls. While in outbound call center the calls
are done by the associate for product inquires or sometimes sales related.

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.

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

Call centre is a subset of BPO. Call centers may be one of the very first processes
in a business that was openly outsourced.

What are the job activities you have to maintain in BPO?

Call centre’s main activity is to effectively handle customers on the phone to their
satisfaction. You have to work as a team and have to keep the customer happy.

Why do prefer to join in the BPO industry?

When you are asked this question –
1>it is the fastest growing industry, hence it has better growth and career prospects
1>focus your answer mainly on the growth of the industry and the career prospects
that I would like to see myself 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 yourstatement.

What are the major sectors for outsourcing?

IT and Communication, Medical and health services, Insurance, Finance, Law and
Jurisdiction are some sectors where majority of the outsourcing works get done.
Are you comfortable working in night shifts?
Answer this question with a ‘yes’. Most outsourcing work is done for clients
outside the country with a different time zone which will require us 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.

Can you work in shifts? Can you sign a bond?

BPO companies work round the clock. Since a few firms have their major tie-ups
with abroad companies, there will be frequent shifts in job timing. So be prepare
for any kinds of shift.

What is the difference between the shore and off-shore outsourcing?

When any project or work is allotted outside the country which is not nearby is
called off-shore outsourcing and anything outsourced near the country is called
Shore outsourcing.

What is the difference between KPO and BPO?

KPO is Knowledge Process Outsourcing which provides the knowledge based
services like medical billing, documentation or claiming insurance and BPO is
business process outsourcing by which BPO is totally customer service oriented.

What are the different types of BPO’s?

BPO’s are divide into five main segments:
• Administrative Department
• Purchase Department
• Selling Department
• Call Centre
• Back Office

Why do companies Outsource?

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/Supply IT staff .
e) To get quality work done by the expertise in that domain

Why do you see BPO as your career?

BPO has always been a career choice for me as you are exposed to a new field,
which gives you an opportunity to grow and develop your personality and
communication skills. The recent survey also tells the fast growth of this industry.

Can you use different software’s easily?

When you answer this question you must clearly indicate which software you
know well and how good is your computer knowledge. This will make it easy for
the company to hire you and decide what kind of training do you need.

How good are you with computer skills?

Most BPO companies want only basic computer skills. If the job demands any
specific computer skills you may have to go through a practical test.

Will you be comfortable handling customers on the phone?

If you are a fresher you can say that it may take you some time to be able to handle
a customer on the phone. But you should say that you can do it and will never
disappoint the customer or the company.

Do you think that the career opportunity for non-voice BPO is better than voice
BPO?
In both types of BPO, the opportunities are same but it depends more on an
individual’s interest and its personality. Once you gain expertise in the work, you
can easily head up towards

Do you know the common risk associated with BPO’s and how will you cope up
with them?
BPO’s have a huge data of customer’s personal information. Any breach in the
security system will lead to leakage of customer’s information, which can spoil the
company’s reputation if it is used for some wrong purpose. To avoid such risk,
employee or associate must not allow to carry any external hard drive or flash
drive with them while they on board. The de-activation of login-in ids of ex-
employee must be done on the immediate basis, so that they cannot misuse them to
retrieve customers information from anywhere. You can also install additional
security software to secure the main server from getting hacked.

Did you learn anything new recently which can be helpful to BPO’s?
Knowing additional language apart from English is always beneficial in BPO’s .
You can learn any other foreign language such as French or Spanish; it always give
you more chances of securing jobs in BPO’s.

What is ISO:9000 in outsourcing?

In an outsourcing, ISO:9000 is a standard of mapping quality for the company.
Most of the BPO companies have accepted ISO:9000 as the benchmark for the
quality of service they offer.

What are the job activities you have to maintain in BPO?

The main activity in a call center is to handle the customers queries effectively and
satisfactory. Also to co-ordinate well in a team in order to offer the best service
possible to the customer.

Where do you see yourself after five years?

The perfect answer for this question would be “in 5 years I want to be in a
responsible position where my company sees me as valuable asset and at the same
I grow with the company”.
This is a question to check whether you are reliable or not. A few employees have
the habit of quitting the job without proper intimation. So your answer should give
them enough trust that you will stay with the company for 3 years (whether you
stay or not is secondary. But you should sound as if you will stay there for at least
3 years). Tell that you would like to grow with the company.

Where have you worked before?

Seriously speaking, working in a BPO is quite different from working in a
company. In a company, everyone is working on the same Product, Assignment
and Process While, in a BPO the person next to you would be working on a
different process. Many people working in a company take a long time to adapt to
the working cultures of the company and working for a BPO.

Why did you leave your last job?

Stay positive regardless of the circumstances. Never refer to a major problem with
management and never speak ill of supervisors, co- workers or the organization. If
you do, you will be the one looking bad. Keep smiling and talk about leaving for a
positive reason such as an opportunity, a chance to do something special or other
forward- looking reasons. Be careful with this. Avoid trashing other employers and
making statements like, "I need more money." Instead, make generic statements
such as, "It's a career move" Whilst more money, shorter hours or less of a
commute are all potential factors for your next role, they are unlikely to make you
the ‘stand out’ candidate of the day.
Know what the company are looking for and the potential job available, and align
this with your career to date. Highlight your relevant experience, goals and
aspirations in line with the role, to showcase why you are the best person for the
job.

How will you rate yourself on scale of 10?

Rate your self according to your ability, I recommend to choose 8 or 7.

The BPO that you wish to work for/ Determine the type of BPO you wish to work
These questions basically depend on the type of business that the BPO caters to.
Before going for a BPO interview, make sure that you have decided which BPO
you wish to work for – whether it is voice oriented or non voice oriented.

Generally, they want to know your area of interest. Whether you like to work in a
research driven or a voice based process. There are many branches where BPO
operates it could be a KPO (Knowledge process outsourcing) or even RPO
(Research process outsourcing). So according the to the company’s requirement
you can answer to it.

What kind of salary do you need?

A loaded question. A nasty little game that you will probably lose if you answer
first. So, do not answer it. Instead, say something like, That’s a tough question.
Can you tell me the range for this position? In most cases, the interviewer, taken
off guard, will tell you. If not, say that it can depend on the details of the job. Then
give a wide range. Never say a number unless you are a thorough professional!
Only people with more than 5 + years demand their salary. If your experience is
below 5 years, you need tell that you don't have any expectations and would be
satisfied according to the company's norms.

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?” If you are the one who has to speak out the figure first, give a
range which is not too broad for. e.g. I expect something in mid thirties or
something.

Would you leave us if another company offers you 2K more than us?
By asking this question the interviewer tries to analyze 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.
Just say No

“Why do you want to work in this company?”

Salary? Benefits? Well, aside from this general knowledge, wouldn’t it be better
for you to do research on the company. Although BPOs are usually focused on
outsourcing, even they have their own company goals. They may give wonderful
perks to their employees but that’s just because they have a vision. So think twice
before you actually answer this question. It may not actually be wise to speak
about the rewards and how you can benefit from them.
When you answer this question, mention about the company’s creative business
policies, aggressive market stance and the growth of the company.

What do you know about this organization?

This question is one reason to do some research on the organization before the
interview. Find out where they have been and where they are going. What are the
current issues and who are the major players and also relate it to your long-term
career goals.
Are you a team player?
You are, of course, a team player. Be sure to have examples ready. Specifics that
show you often perform for the good of the team rather than for yourself are good
evidence of your team attitude. Do not Drag, just say it in a matter-of-fact tone.
This is a key point.

How long would you expect to work for us if hired?

As long as we both feel I'm doing a good job/“I intend to stay as long as I’m
learning and growing & both of us are happy with the work.” (This question aims
to find out your stability and see if you would jump at the first opportunity offered
to you)

Do you consider yourself successful?

You should always answer yes and briefly explain why. A good explanation is that
you have set goals, and you have met some and are on track to achieve the others.

What do co-workers say about you?

Be prepared with a quote or two from co-workers. Either a specific statement or a
paraphrase will work. Jill Clark, a co-worker at Smith Company, always said I was
the hardest workers she had ever known.

What have you done to improve your knowledge in the last year?
Try to include improvement activities that relate to the job(Ex- Took an initiative
to get cross trained in Procurement ,p-card and reports)

Are you applying for other jobs?

Be honest but do not spend a lot of time in this area. Keep the focus on this job and
what you can do for this organization. Anything else is a distraction.

Have you ever had to fire anyone? How did you feel about that?
When it comes to the organization versus the individual who has created a harmful
situation, you will protect the organization. Remember firing is not the same as
layoff or reduction in force.
What is your philosophy towards work?
The interviewer is not looking for a long or flowery dissertation here. Do you have
strong feelings that the job gets done? Yes. That's the type of answer that works
best here. Short and positive, showing a benefit to the organization.

If you had enough money to retire right now, would you?

Yes I would but, since i need to work, this is the type of work i prefer. Do not say
yes if you do not mean it.

Have you ever been asked to leave a position?

If you have not, say no.
If you have, be honest, brief and avoid saying negative things about the peopleor
organization

Explain how you would be an asset to this organization.

You should be anxious for this question. It gives you a chance to highlight your
best points as they relate to the position being discussed. Give a little advance
thought to this relationship.

Why should we hire you?

I have the qualities, skills and experience matching with your requirement.

Tell me about a suggestion you have made.

Have a good one ready. Be sure and use a suggestion that was accepted and was
then considered successful. One related to the type of work applied for is a real
plus.

What irritates you about co-workers?

A short statement that you seem to get along with folks is great.

What is your greatest strength?

Numerous answers are good, just stay positive. A few good examples: My ability
to prioritize, my problem-solving skills, my ability to work under pressure, my
ability to focus on projects, my professional expertise, my leadership skills, my
positive attitude

Tell me about your dream job.

The best is to stay genetic and say something like: A job where I love the work,
like the people, can contribute and can't wait to get to work.

Why do you think you would do well at this job?

Give several reasons and include skills, experience and interest.

What if some other company offers you more than us?

I want to grow vertically not horizontally.

What is more important to you: the money or the work?

Money is always important, but the work is the most important. There is no better
answer.

What would your previous supervisor say your strongest point is?
There are numerous good possibilities:
Loyalty, Energy, Positive attitude, Leadership, Team player, Expertise, Initiative,
Patience, Hard work, Creativity, Problem solver

Tell me about a problem you had with a supervisor.

Biggest trap of all. This is a test to see if you will speak ill of your boss. If you fall
for it and tell about a problem with a former boss, you may well below the
interview right there. Stay positive and develop a poor memory about any trouble
with a supervisor.

What has disappointed you about a job?

Don't get trivial or negative. Safe areas are few but can include:
Not enough of a challenge. You were laid off in a reduction Company did not win
a contract, which would have given you more responsibility.

Tell me about your ability to work under pressure.

You may say that you thrive under certain types of pressure. Give an example that
relates to the type of position applied for.

Do your skills match this job or another job more closely?

Probably this one. Do not give fuel to the suspicion that you may want another job
more than this one.

What motivates you to do your best on the job?

This is a personal trait that only you can say, but good examples are: Challenge,
Achievement and Recognition

Are you willing to work overtime? Nights? Weekends?

This is up to you. Be totally honest.

How would you know you were successful on this job?

Several ways are good measures:
1>You set high standards for yourself and meet them.
2>Your outcomes are a success.
3>Your boss tell you that you are successful

Would you be willing to relocate if required?

You should be clear Do not say yes just to get the job if the real answer is no. This
can create a lot of problems later on in your career. Be honest at this point and save
yourself from future grief.

Are you willing to put the interests of the organization ahead of your own?
This is a straight loyalty and dedication question. Do not worry about the deep
ethical and philosophical implications. Just say yes.

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, hard working, creative etc.

What have you learned from mistakes on the job?

Here you have to come up with something or you strain credibility. Make it small,
well intentioned mistake with a positive lesson learned. An example would be
working too far ahead of colleagues on a project and thus throwing coordination
off.

Do you think you are overqualified for this position?

Regardless of your qualifications, state that you are very well qualified for the
position.

How do you propose to compensate for your lack of experience?

First, if you have experience that the interviewer does not know about, bring that
up: Then, point out (if true) that you are a hard working quick learner.

What qualities do you look for in a boss?

Be generic and positive. Safe qualities are knowledgeable, a sense of humor, fair,
loyal to subordinates and holder of high standards. All bosses think they have these
traits.

Tell me about a time when you helped resolve a dispute between others.
Pick a specific incident. Concentrate on your problem solving technique and not
the dispute you settled.

Describe your work ethic.

Emphasize benefits to the organization. Things like, determination to get the job
done and work hard but enjoy your work are good.

What has been your biggest professional disappointment?

Be sure that you refer to something that was beyond your control. Show
acceptance and no negative feelings.

Tell me about the most fun you have had on the job.
Talk about having fun by accomplishing something for the organization.

Do you have any questions for me?

Always have some questions prepared. Questions prepared where you will be an
asset to the organization are good.
1>How soon will I be able to be productive?
2> What type of projects will I be able to assist on?
3> May I know the opportunities for me to grow in the company
4>the expansion plans of the company and the chances for you to grow there
are examples.

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 your
communication skills to rate them as above average.

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.

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”.

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”.

What is off-shore outsourcing?

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

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.

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.

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.