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Tuesday, October 18, 2016

Call Center Interview Question and Answers (Sample)

If you are interested to join in a call center then these questions and answers are for you.

Question 1: Tell me about yourself. OR Describe yourself.

Answer: This is the most common interview question that employers ask in almost all types of interviews. Interviewers prefer to start with this question because it gives them an insight into a majority of the key aspects of your personality such as your confidence level, your public speaking skills, how fluent you are in a particular language and many more. If you show unbridled loquacity, especially when talking about yourself, then the interviewer might think that you are over-confident or you are boasting which is not good at all. Hence, keep your answer to the point and mention only those factors that are the prime requirements for obtaining employment in a BPO (Business Process Outsourcing).

Question 2: Why do you want to work in a BPO? OR Why did you choose this field?

Answer: This is a tricky question.

By asking this, the interviewer is trying to assess your level of interest in this field and this job, and depending on this answer you may or may not be selected for the job.

This question turns out to be an important one if you have a technical educational background and still you have opted for a job in the BPO sector. Therefore, prepare a very convincing answer if you fall into this category of candidates. Make sure that you do not sound desperate for a job or money.

Question 3: What is your understanding about a BPO?

Answer: This question is typically for checking your awareness of this sector. It also tries to find out whether you have really done your homework before applying for the job and before appearing for the interview. Here you need to mention the prime objectives of a BPO and the duties carried out by BPO employees. For instance, you can start your answer as follows: BPO stands for Business Process Outsourcing. As the name suggests, BPO means outsourcing of business processes to a third party for satisfying the needs and requirements of customers. The processes may vary depending on the organization. It is also possible that different organizations with completely different lines of business are served by one single BPO.

Question 4: What do you understand by the term “Call Center”?

Answer: Many people often have a misconception that BPOs and call centers are one and the same and that there is no difference between the two and the same set of processes are carried out in both types of organizations. However, this is not the case. There is a huge difference between a call center and a BPO and this is the answer that the interviewer is expecting from you. Give a clear and to the point definition of a BPO and a call center stating the exact difference between the two. For instance, you can define a call center as a company, institution or an organization which is responsible for handling the sales center or the service center of any other company or organization. On the other hand, a BPO means business process outsourcing where the employees cater to the customer requirements and queries. Simply put, a call center is a subset of a BPO.

Question 5: Name and explain the two types of call centers. How are they different from each other?

Answer: There are two types of call centers; an inbound call center and an outbound call center. As the name itself suggests, in an inbound call center, employees typically cater to the needs of consumers who are calling the company for queries, complaints, or for buying the product. On the other hand, in an outbound call center, the employees or customer service agents call the consumers and market the product or try to sell the product.

Question 6: Are you ready to work in shifts?

Answer: This question is for evaluating your flexibility when it comes to work timings BPO is an industry where working in shifts is the norm because the majority of the companies offer round the clock support. Therefore, they need their employees to be ready to work in any shift, which also includes the Graveyard shift, which is typically from 11:00 PM till 6 or 7 AM. Therefore, if your answer is negative, then there is a high probability that you might lose the job. Moreover, your chances of getting a job in the BPO industry are narrowed by this constraint.

Question 7: What according to you, are your strengths?

Answer: This question also belongs to the set of most common interview questions. While answering, try to enunciate the traits that are the prerequisites for the job you have applied for. Later you can align the aspects that will portray the positive side of your personality. It might not be always possible for you to do this, but if it is, please do so. Answer this question very honestly and communicate the positive traits that have been appreciated by a previous employer or the traits that you feel are important for an employee in any organization. These qualities may include punctuality, discipline, or being a team player.

Question 8: Tell me about some of your weaknesses?

Answer: This is yet another most popular question asked by the interviewers so that they can judge the honesty of their future employees. Prepare an answer which will not only convey your honesty to the interviewer, but will also communicate your understanding of your own perspective and insight into your own personality. If you say that you don't have any weaknesses, then it will give the interviewer a clear notion that you are lying and as a result, you will find yourself out of the league. Remember that, no one is perfect in this world and so do you. Therefore, do not give such answers which might put your selection in peril. Also, do not say that chocolate or coffee is your weakness because you might be disqualified for such an answer.

Question 9: Are you ready to sign a bond with our company?

Answer: This is a tricky question. Always say 'no' to such questions, even though you are ready for it. Majority of the freshers are tricked by a lot of companies into signing bonds for at least a period of one year. Moreover, if you want to leave the job, you are asked to compensate your entire salary for the complete time period of the bond. Therefore, it is not at all beneficial and flexible for you to sign the bond. Depending on the local laws, a bond may or may not be enforcible which makes the agreement 'void ab initio' in the latter case. It is advisable to research well about bonds and company contracts before you appear for the interview.

Question 10: Do you have any questions for me?

Answer: Here the employer is giving you a chance to question him or her. Therefore, reap maximum benefits when you get this golden opportunity by asking some very good questions to the interviewer. It is always good to keep a couple of questions ready beforehand for such situations to earn the most out of it. However, if you fail to do so, then it is better to keep it simple and say that you don't have any questions to ask them, instead of coming up with something irrelevant. Make sure that you ask only those questions which are related either to the job or the company and not anything personal.

These are just a few BPO interview questions and answers which can help you in your BPO interview. You can find additional useful information from other sources as well, to prepare thoroughly for your big day. Make sure that you are ready and confident when you are in the hot seat.
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