Interview questions for Business Process Outsourcing.

It is very important to prepare all the technical concepts before you undergo an interview. For fresher’s, it is very important to concentrate on the basics as it would surely help them to face the Interview with confidence.

Here are the 25 technical interview questions which is expected to be asked in any BPO interviews. They are

1. Can you define BPO and its various types?

This is a very basic question which can be asked in any interview. BPO stands for Business Process Outsourcing and basically, it is a process of outsourcing technical experts from another company for handling non-core work of the organization. It is broadly classified and people are hired for categories like administrative department, purchase department, selling department, call centre or a customer care centre and back office.

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

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 other country, which is called Business Process Outsourcing. The outsourcing is generally made between two countries.

3. What is the reason for outsourcing people from other companies?

There can be many reasons depending upon the various needs of the organization like cost efficiency, to be more focused on the technical core development, in need of expertise in the non-core work, in short of non-technical staffing. This is the straightforward reason for a company to outsource people from other companies.

4. What is the difference between KPO and BPO?

KPO is a knowledge process outsourcing while BPO is business process outsourcing. KPO provides the knowledge based services like medical billing, documentation or claiming insurance. While BPO is totally customer service oriented.

5. Abbreviate the following with respect to BPO terms?

a. BPM – Business Process Management
b. BPO2 – Business Process Optimizing and Outsourcing
c. BTO – Business Transformation Outsourcing
d. KPO – Knowledge Process Outsourcing
e. EPO – Engineering Process Outsourcing
f. ESO – Engineering Services Outsourcing
g. Procurement BPO – Outsourcing the procurement activities.
h. MBPO – Medical Business Process Outsourcing
i. RPO – Research Process Outsourcing
j. HRO – Human Resource Outsourcing

6. What are the major sectors for outsourcing?

IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction are some of the sectors where majority of outsourcing works get done.

7. What is a voice-based BPO and a Non-Voice based BPO?

Try to define this interview question for bpo, with an answer which has a definition as well as an example and then compare it.
Voice-based BPOs are the BPO’s who need to talk to the customers about the product or queries etc. People in voice-based BPOs are mostly into sales and support.
For example, the telecommunication industry is a place where people are hired for customer care which is a voice-based BPO.
Non-voice based BPOs are the BPO’s who are mainly into sourcing knowledge like gathering data for various processes.
For example data entry jobs, payroll jobs etc.

8. Are you comfortable working in night shifts?

Always answer this question as yes, as the majority of the outsourcing work is done according to the country timeline from where the work gets outsourced in which case it is night shift most of the time. It also shows your willingness and interest towards the roles and your approach towards the job.

9. What is offshore outsourcing and give me an example?

The process of outsourcing which has been done outside the country which is far away is known as offshore outsourcing. For example Australia outsources from India it is known as offshore outsourcing.
10. What is the difference between the shore and offshore outsourcing?
When any project or work allotted outside the country which is not nearby is called offshore outsourcing and anything outsourced nearby country is called shore outsourcing.

11. What is nearshore outsourcing, and give me an example?

The process of outsourcing which has been done with nearby countries is known as nearshore outsourcing. When the USA outsources from Mexico it is said to be near shore outsourcing.

12. What is inbound and outbound call centers?

An inbound call centers will only receive calls while outbound call centers will place calls. In general inbound call centers function as companies service department, while outbound handles the service department.

13. What is onshore outsourcing, and give me an example?

This is a process of outsourcing within the country, but outside the company. This is also known as domestic outsourcing.
For example, the Indian government outsources people for passport seva from a leading consultancy in India.

14. What is a call centre and what is the difference between the call centre and BPO?

Call centres are generally nothing but voice-based BPO’s. They are mainly into sales and support services. The call centre is a subset of a BPO.

15. How can you relate call centers to BPO?

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

16. What is the inbound call centre and outbound call centre?

Inbound call centres are call centres where calls are been received on behalf of the clients. Support and customer care services fall under inbound call centres.
Outbound call centres are call centres which make calls on behalf of their client. For example for the promotion of the product or sales purpose.

17. What are the different types of BPO’s?

BPOs are segmented into five different categories.
• Administrative Department
• Purchase Department
• Selling Department
• Call Centre
• Back Office

18. What is the difference between a KPO and BPO?

KPO stands for Knowledge Process Outsourcing, which deals with documentation, insurance and billing services, while BPO stands for Business Process Outsourcing which is related to customer end services.

19. Which one do you think –web or voice- suits your qualifications better?
Since, they are asking you for your preference there is no problem in telling your choice. Just have to make sure that whatever option you chose had a legitimate reason.

20. Why companies Outsource?

• It is cost saving
• To focus on core activities
• To get quality work done by the expertise in that domain

21. 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.

22. Why do you think you will do well in this job?

Give several reasons like experience, interest and skills.

23. Why are you interested in BPO job?

When these type of fresher interview questions are asked, try to talk about the growth of this industry as well as your growth expectation in this field.
Justify your answer with some statistical data and some surveys. Focus on some real factors than imaginative content.

24. What is a call centre?

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.

25. How would you rate your communication skills?