Philippines BPO interview questions and answers!!

A. Interviewers evaluate a fresher candidate based on his educational qualification. Chances of rejection are high if you have a degree that has no co-relation with BPO. for eg, if you have done Architecture and applying for BPO. The interviewer may ask you if you have applied for Architecture jobs and your answer has to be a NO. Convince the interviewer that you realized later that architecture is not for you and so you want to join a BPO.

Many Companies do not consider graduation from open university as a certified graduate. If you have done graduation from open university and the BPO requires a graduate check with your consultancy or the company if you are eligible to apply.

If you come from a super-rich family background then the chances of rejection in a BPO is high as the interviewer assumes you may not be serious for this job. It's ok to come from a well to do family but being super rich can be a cause of rejection. For e.g your father is an Industrialist. In such a case show modesty and give a feeling that you are not super rich.

If you have worked in non-BPO and now applying for BPO then be ready for a grilling session by the interviewer. For eg. if you have worked in retail and now applying for BPO then the interviewer may ask you the reason for joining a BPO. Many candidates make the mistake by saying that their current industry is not doing well and so they are applying for BPO. This means that when the recession will be over you will switch back to your current industry. Any interviewer will reject you. Give reasons like "I do not think I am made for the retail industry and so I want to join the fast growing BPO industry".

The interviewer may ask you your salary expectations. Here you have to be diplomatic by saying as per industry standards. Many freshers give unreasonable salary expectations in the interview and get rejected. Remember, if you don't like the offer you can always reject it but don't let the interviewer reject you on this issue.

Never be nervous in the interview for BPO. Remember the interviewer needs good employees more badly then you need this BPO job. So if anyone has to be nervous it should be the interviewer and not you. Be confident and you will surely crack the interview.

A. Interviewers evaluate a fresher candidate based on his educational qualification. Chances of rejection are high if you have a degree that has no co-relation with that Industry. for eg, if you have done Architecture and applying for Retail. The interviewer may ask you if you have applied for Architecture jobs and your answer has to be a NO. Convince the interviewer that you realised later that architecture is not for you and so you want to join the Retail Industry.

Many companies do not consider graduation from open university as a certified Graduate. If you have done graduation from open university and the company requires a graduate check with your consultancy or the company if you are eligible to apply.

If you come from a Super-Rich family background then the chances of rejection in some industries like Retail, BPO etc is high as the interviewer assumes you may not be serious for this job. Its ok to come from a well to do family but being super rich can be a cause of rejection. For e.g your father is an Industrialist. in such a case show modesty and give a feeling that you are not super rich.

If you have worked in one Industry and now applying for another Industry then be ready for a grilling session by the interviewer. For eg. if you have worked in retail and now applying for Airlines then the interviewer may ask you the reason for joining Aviation Industry. Many candidates make the mistake by saying that their current industry is not doing well and so they are applying for the other Industry. In this example aviation This means that when the recession will be over you will switch back to your current Industry. Any Interviewer will reject you. Give reasons like “I do not think I am made for the retail industry and so I want to join the fast growing Aviation industry”.

The Interviewer may ask you your salary expectations. Here you have to be diplomatic by saying as per Industry Standards. Many freshers give unreasonable salary expectations in the interview and get rejected. Remember,if you don’t like the offer you can always reject it but don’t let the Interviewer reject you on this issue.

Never be nervous in the interview. Remember the interviewer needs good employees more badly then you need this job. So if anyone has to be nervous it should be the interviewer and not you. Be confident and you will surely crack the interview.

A. Candidates who bad mouth their past employers or past bosses get rejected in the interview as this shows poor team management skills.

If you mention anything about shifts or show preference about shifts you will surely get rejected in the interview. Always mention that you are ok with any shifts.

If you have left your previous company within 6 months there is a 99.9% chance that you will get rejected unless the company or the process in that company has shut down.

If the interviewer asks you to sign a bond then your answer has to be YES. Remember the interviewer is trying to check if you are going to work for long term and 99.9% of times there is no bond to be signed. Bond is anyways illegal in India, Philippines and Malaysia.

If your interviewer asks you whether you are willing to pursue further education then your answer should be NO. If you say YES it indicates that you will take leaves during exams or may quit for education.

If you are overqualified for the Job you will 100% get rejected. Eg are "MBA Degree while applying for CSE", "Current Designation is a manager while applying for the post of a Team Leader".

If you are a female candidate and just delivered a baby then there is a 100% chance that the interviewer might reject you as he thinks you would not be comfortable working in shifts.

1. Your full name.

2. Your employee ID or date of birth.

3. Name of your superior while you were working with them.

4. Name of the process that you worked in your previous employer.

5. Your approximate date of joining and date of leaving.

A. Don't get disheartened. Speak to your Ex-boss and tell him about the same. If you share a good rapport with him he can change your feedback as positive.

A. Tell them that when you left them and joined a new BPO you realised that you missed them a lot everyday (give examples like good management, supportive H.R policies, Good work environment etc).

1. Be calm and composed while giving the VNA round.

2. Do not use english fillers or regional language fillers.

3. If you are stuck you can pause for a few seconds so that you can frame the answer in your mind and then speak.

4. Do not try to put in a fake accent and be as natural as you can be.

5. Speak grammatically correct Sentences. Remember it is ok if you don't speak sense in the VNA round as long as you are grammatically correct

A. Yes or no depending upon your experience. If yes, tell the interviewer that you enjoyed the role of a CSE.

A. Here you have to inform the interviewers with exact numbers of your Csat/AHT targets. Always mention that you achieved all the targets given by your seniors/clients.

A. The answer to this question should be a YES. If you show any discontent the interviewer will outright reject you.

A. The answer to this question has to be a NO. If you indicate any health issues or allergy it denotes that you may fall sick due to stress which may result in frequent absenteeism.

A. Tell the interviewers that you have enjoyed your experience with the current employer and learnt a lot of things. However, I think I have spent a good amount of time with them and it is time to move to a bigger brand like your organization for better prospects. Remember do not say any negative things about your previous/current employer.

A. Well generally these customers have had a bad experience using our clients product or service and I have to apologize with him. It is important to cool down his temper by showing empathy and listening to his pain areas. Apart from that I have to find a solution that compensates the loss occurred to the customer due to our faulty product/services.

A. This is question thrown at you to check your stability. Be diplomatic here and inform them that you are not joining a company to leave it. Tell them you have come here to make a career with the organization and want to grow with it.

A. An operating system (OS) is a collection of software that manages computer hardware resources and provides common services for computer programs.

A. Windows XP, Windows Vista, Microsoft Windows 7, Apple Mac OS, and Linux.

A. A firewall is a system designed to prevent unauthorized access to or from a private network. You can implement a firewall in either hardware or software form, or a combination of both. Firewalls prevent unauthorized Internet users from accessing private networks connected to the Internet, especially intranets.

A. An Internet Service Provider (also known as an ISP or even as an IAP, internet access provider) is a firm that offers subscribers access to the internet. This internet service provider maintains large runs of cabling and maintains network services in order to transfer and deliver web content to those paying the subscription fee. Example: MTNL, Airtel, TATA, Vodafone etc are the various service providers in India.

A. RAM: Random-access memory (RAM) is a form of computer data storage.

HARD DISK : A hard disk drive (HDD) is a data storage device used for storing and retrieving digital information. Processor: The processor (CPU, for Central Processing Unit) is the computer's brain. It allows the processing of numeric data, meaning information entered in binary form, and the execution of instructions stored in memory. Motherboard: The motherboard is the main circuit board in a computer. A motherboard provides a way for hardware in a computer to communicate with each other.

A. A unique string of numbers separated by periods that identifies each computer attached to the Internet.

A. Step1. Go to the "Start" menu and type "CMD" in the "Search" field. Click on the "Command Prompt" shortcut in the search results.

Step 2. Type "ipconfig" without the quotes and press "Enter." This displays the basic information for your main network adapter. The IP address is clearly marked.

A. Digital subscriber line (DSL, originally digital subscriber loop) is a family of technologies that provide Internet access by transmitting digital data over the wires of a local telephone network.

A. A router is specialized computer connected to more than one network running software that allows the router to move data from one network to another.

A. A switch is used in a wired network to connect Ethernet cables from a number of devices together.

A. A modem is a device or program that enables a computer to transmit data over, for example, telephone or cable lines. There are different kinds of modems available in the market like LAN modem and WIFI Modems

A. Yes or No, depending on your work experience.

A. Always mention the exact targets in numbers and how much you were achieving. So for eg your target was 100$ and you were achieving 90$ then it clearly means you were not achieving your targets. Always say that you were achieving 100$ or sometimes even more.

A. 0-30 days is 1st Bucket. 30-180 days is 2nd Bucket. 180 and above is 3rd Bucket.

A. I am a target oriented person and I am very much comfortable achieving my targets.

A. 3rd Bucket Collection is when the customer hasn't paid the Bills even after 180 days of the due date. I would advise the customer that if he doesn't have money to pay he can pay in Emi's. Also I would remind him that if he doesn't pay the money he will be blacklisted in the credit history and he will not get future loans from other banks as well.

A. 1st Bucket Collections is where the due date has just passed by (within 30 days) which means that usually the customer has forgotten about it or he did not have time to pay the bill. In the later scenario I would ask the customer if I could send a representative to collect the money.

A. Yes, certainly I am comfortable working under pressure, in fact pressure takes out the best from me.

A. Collections Process. Remember the interviewer tries to cross-check if you are actually interested for a target oriented process like Collections. Do not fall in his trap by answering Customer Service.

A. Assertive while talking to the customer but aggressive in achieving the targets.

A. Be very assertive and confident during the mock call.

Be patient and listen to the customer. Understand the reason of delay in payment.

Give the customer options of payments. EMI's, Family members or friends paying on his behalf.

Try to negotiate with the customer. Handle the objection of the customer by probing him again and provide a suitable rebuttal.

Do not give up on the mock call.

A. Yes or No, depending on your work experience.

A. Always mention the exact targets in numbers and how much were you achieving. So for eg your target is 100 units and you mention you were achieving 90 it means you were not achieving your targets. Give the impression that you were doing 100 or more then 100.

A. I am a target oriented person and I used to achieve and sometimes over achieve my targets and take good incentives. Incentives is my biggest motivator and I don't rest until I bag the maximum incentives.

A. Yes or No depending on the work experience.

A. I always used to achieve my targets, initially it was challenging but I used to achieve it. Remember the interviewer is trying to check if there was a time you did not achieve your targets.

A. Yes, certainly I am comfortable working under pressure, in fact pressure takes out the best from me.

A. I would prefer sales, as it is more challenging. Remember through this question the interviewer is trying to double check if you are actually a sales guy. Do not fall in his trap by answering customer service.

A. He should be assertive while speaking to the customer.However his approach towards the targets should be aggressive.

A. In a sales interview you get a mock call where the interviewer behaves like a fussy customer. Here you have to be confident and show creativity while selling. Do not give up despite the interviewer saying NO to buy the goods. Here you also have to show good listening skills and understand the pain point of the customer.

A. Yes or No, depending on your work experience.

A. If you have worked in retentions process clearly mention your targets in numbers.So for eg your target was 90% retention then always mention that you were achieving that target and at times over achieving it.

A. I am a target oriented person and I am very much comfortable achieving my targets.

A. I will apologise to the customer first for the inconvenience caused and understand his pain areas. I would then devise a creative scheme tailor made for him so that I can retain him. If my organisation permits, I will also offer free Services to him as a kind gesture from us.

A. This is a tricky situation...If there is an option where you can match up with the competitors offer then the customer might be retained. However, in situations where your organization cannot match up with the competitor then convince the customer on your organization's Brand Name, Quality of services, Certifications and other Achievements.

A. Yes, certainly I am comfortable working under pressure, in fact pressure takes out the best from me.

A. Retentions Process. Remember through this question the interviewer is trying to cross check if you are actually a retentions guy. Do not fall in his Trap by answering customer service.

A. Usually assertive but at times you need to be soft spoken depending upon the situation.

A. Be very assertive and confident during the mock call. Be patient and listen to the customer. Probe the customer well and then give him an offer after understanding his pain areas. Handle the objection of the customer by probing him again and provide a suitable rebuttal. Try to be creative while giving rebuttals because that impresses the interviewer. Do not give up on the mock cal

A. Mention the exact number of reporting subordinates including indirect reportees.

A. I would train and mentor the non-performer and understand where is he lagging. Many times a person would non perform because of his emotional issues in his personal life. I would then counsel him or take help of a counsellor to help him.

A. Through this question the Interviewer tries to gauge your skills in keeping your subordinates happy in a pressurizing atmosphere. Lower attrition in your team denotes you are a good leader/manager.

A. Mention the exact CSAT Scores and quality scores of your team. Many candidates are not able to provide a number for the same in the interview which gives a wrong impression to the interviewer.

A. SLA's are Service Level Agreements which a TL/Manager is supposed to follow along with his team. Always remember your SLA's because the interviewer is for sure going to ask you questions on SLA's.

A. I would explain and consult the performer that the organization is bigger then any individual. Subsequently I will train other team members to come up-to his level so that he is no longer the only one performing.

A. Since childhood I had the pursuit for technology and that led me take courses in technology (Mention your degrees in technology). I believe technology is driving businesses of today and its important everyone is trained on technology. This is the reason I want to apply for this position.

A. He should have good technical skills, however at the same time he should be explain about technology in simple language even to the person who is not technically oriented. He should also have patience to answer Questions and any number of times.

A. I never had a situation like that because I ensured I explained them technology in layman's language. However, if he does not clear technical training despite that I think I am equally to be blamed.

A. I learnt to be more patient as explaining technology to everyone is not an easy job. I also gained practical knowledge of use of technology in some areas where my knowledge was only theoretical.

A. Basic skills include technical, learning principles, business core competencies, information gathering and analysis, communication and presentation skills, coaching skills, adaptability,creativity and resilience.

A. Identifying employee training need includes communicating with managers and supervisors, conducting surveys, talking to the employees and observing on the job performance. Apart from taking surveys and talking to employees, I see whether the training has added value to the organization and I also see to it that discussion are held between subordinates and superiors as to which areas the training can be given which would take the organizations productivity to the next level.

A. The effectiveness of a training programme can be analyzed in a long run through observation, talking to supervisors, customers, and colleagues and getting feedback from the employee. Immediately after the training if we want to analyze the effectiveness we can give the employees with some test that may include case studies etc.

A. There is no golden rule as to which training method is the best, a good trainer is someone who identify the right training method depending upon the situation and the types/level of the employees. Every situation will demand a new training method and trainers who follow the same kind of training method in every situation may eventually fail in the long run.

A. There is no golden rule as to which training method is the best, a good trainer is someone who identify the right training method depending upon the situation and the types/level of the employees. Every situation will demand a new training method and trainers who follow the same kind of training method in every situation may eventually fail in the long run.

A. Inform them that you do attend seminars, subscribe and read to relevant publications, do research on the internet etc.

A. Since school days i was always interested in english language and that made me take a career which used my language skills. After working in BPO my seniors recognized my zeal and believed I can be an asset to the organization if I can train the new employees on communication.

A. Apart from an excellent command over the english language, a Soft Skills/VNA Trainer should have sound knowledge about why certain candidates have regional or different accents. It is only then the trainer would be able to bring his accent to a neutral level. A trainer should also have patience and maturity which is required to train the youngsters who join our organization.

A. Here list down the VNA scores as demanded by the client and your teams average vis-a vis the process average. For eg the client may ask a VNA score of 58 in Versant and the average of the process was 59 while your average team scored 60. Remember it very important that you have the figures ready which can impress the interviewer.

A. Here list down the Various VNA platforms like Versant, Step plus, Telephonic interview by clients and how you ensured that candidates cleared the same. For eg Versant may lay emphasis more on one parameter whereas a Step plus may lay emphasis on some other.

A. Here list down the exact time that was required by the candidates to clear the VNA/Soft Skills training. for e.g it was 14 days. Now list down various initiatives taken by you and the management to cut down the time that at the same time does not compromise on the quality. If possible let the interviewers know how cutting down the VNA training time cut costs for the company.

A. VNA training rejections can be a result of poor hiring and poor training or a combination of both. However when a batch was assigned to me I made it a point to first test if there has been any poor hiring and once I was convinced that every one in the batch was trainable I used to go ahead with the training. If after that my employee fails the VNA training then its entirely my fault.

A. Initially I was in a perception that having a sound knowledge of english language was enough to be a good trainer. However, I soon realized that employees come from different cultures, regions and backgrounds and until you understand the same you can never call your self a good trainer. Today I am happy that I can train a cosmopolitan set of employees.

A. Since Childhood, I had the pursuit to do things in a systematic way and QA position ensured that I follow this passion and make others follow the same for the growth of the organization.

A. Here you have to mention your key tasks of maintaing quality scores and procedures completely with a detailed explanation.

A. You have to be systematic and aim for perfection to be a Quality Executive. You should also have good analytical skills to understand variances at various levels and come out with logical reasoning to improve it.

A. Mention how working in quality team has improved your analytical and reasoning skills. Also talk about various new things that you may have learnt in your quality team.

A. We do a detailed meeting with the teams every fortnight/week and compare the quality scores between different teams. The best team is given a certificate and they are called to mentor other teams to achieve the same quality score.

A. I would make the vendor understand that we have hiring plan freezed for next 12 months and he can expect business on a continuous basis. If the vendor is not working because he finds our rates less attractive then I would speak to the management to bring it in lines with competition if there is a scope for the same.

A. Always mention your targets in exact number range for eg 90-100 joinees on a month to month basis and you should say that you were achieving your targets and at the times over achieving them.

A. I will ensure that right sourcing has been done and over commitments are not given to the candidates which increases dropout ratio. To Reduce SNO's I will ensure that candidate has all the necessary documents before taking his innterview. After he gets selected, I will try to ensure that he collects offer within 24 hours.

A. Mention the exact salary bands and what was the matrix to calculate it. Your organisation may decide salary based on the last salary or based on the experience or a combination of both. Mention that in details which shows the interviewer about your knowledge of the same.

A. Mention the exact number of direct as well as indirect reportees.

A. Mention the exact hiring budget and steps taken by you to ensure you completed your monthly/weekly targets within the budgets.

A. A low cost per hire indicates your ability of completing your targets within a low cost. Mention initiatives like employee referrals and direct calling team to reduce your CPH.

A. We ensured that even during lean hirings we gave some business to our top vendors to keep them occupied. Mention initiatives like Vendor Training programs and Rewards n Recognitions program for the vendors which ensures competition.

A. Here you should be able to segregate the contribution of various channels like Direct Hiring, Walk-ins, Employee Referral, Vendor Contribution, etc in percentages. A low Vendor Contribution percentage(%) shows your ability to keep costs low in hiring.

A. Mention initiatives like pre-screening of documents and training gives to your team so that they give proper expectation setting to the candidate. To reduce attrition mention how your analysis on attrition trends helped you take a decision to reduce a class of candidates. For eg you may say you stopped hiring candidates with just 10th pass because trends showed higher attrition.

A. Here you have to list the number of planners agents and main activities along with their locations. For eg. I manage a team of 7 workforce planners. We plan for large insurance claim operations which consists of 2000 claim handlers. These claim handlers are spread across 8 US locations, 1 in Mumbai and 1 in Manila while my central planning team is based in New York.

A. Here list down the achievements and awards that you may have got from your employer and how accurately you were able to predict the work force demand and also devise an effective strategy to accomplish it.

A. List down qualities like Perseverance, Self Belief, Communication, Business understanding, Managing relationships and confidence in working with numbers.

A. Here you have to tell the interviewers that one cannot be a good Work Force planner until he understands the operations in details. My team makes it a point to spend time with the operations team on regular basis and we keep on having healthy discussions and debates between both the teams. List down some examples of how you managed friction between teams, if any which will demonstrate your maturity and leadership skills.

A. Calculation and abilities to work with figures, patience and composed mind, strong analytical skills, self discipline and interpersonal skills.

A. Since early days I was always interested in maths and numbers. When I took up accounting as a major I was fascinated that how maths is applied to business to improve performance of a business and its usage in doing forecasting. I then decided that I want to make a career in this field.

A. In the short run I want to learn new things and gain hands on experience in this field. However, in the long run I dream to become a good CFO of an organization.

A. I make it a point to read business newspapers every morning. Attending seminars, reading business magazines and watching business channels are other means of updating myself.

A. If you are experienced candidate in this profession you should be able to tell the interviewer the exact figures of invoices that you handled in a particular time frame. Inability to clearly list down the number gives a bad impression to the interviewer.

A. Start from net income and go through major adjustments like Depreciation, Deferred Taxes etc. Tell them how does one arrive at Cash flow from investing activities, Cash flow from financing activities, total change of cash and finally end of period cash balance.

A. Working Capital is current assets-current liabilities. It tells the financial statement user how much cash is tied up in the business through items such as receivables and inventories and also show how much cash is needed to meet up short term obligations.

A. Yes, if the company is selling off inventories and delaying payables or/and lack of revenues in the pipeline.

A. Make it concise and clear with proper spacing between lines.

Use the KISSS Formula. Keep It Short Sweet and Simple.

Your educational qualification should be on the front page as it may be the first thing that an employer reads.

Your previous experience should mention your achievements and how it helped you shape your better career.

Write a MANTRA for your life for eg "I believe differentiation gives better success then hard-work." To support your mantra you can use corporate examples like "Samsung toppled Nokia from Number 1 position because of its differentiation in handsets and use of Android". You can have any mantra for your life and there is no rule book for this.

Mention what are your qualities that will help the employer.Do not mention answers like hard working, talented etc. Say something different which appeals the employer to shortlist your CV.

Try and mention the names of references of important people under whom you have worked which gives credibility to your candidature.

Mention one event in your professional career where you had to implement a unique idea where your subordinates, superiors were not too convinced and how you managed to implement it successfully which at the end helped the organization.

A. Many BPO's do not require a relieving letter.However, if you have bagged a job in a BPO where relieving letter is compulsory then you can pay the basic amount of your salary to your previous employer and get the relieving letter even if you have not served the notice period. Remember according to labour laws of India, Philippines, Malaysia and a lot of countries an employer is bound to give you the relieving letter if you have paid the basic amount of your salary. For eg your salary is 20000 Pesos and your basic amount is 5000 Pesos then you have to pay 5000 pesos to get your relieving letter. This is on assumption that your notice period is 1 month.

A. You can send an official resignation e-mail to you boss and the H.R of your past employer and forward the same mail to your new prospective employer. Many BPO's accept this as a valid proof of resignation.

A. You can then provide a bank statement wherein your amount was credited in your account by your previous/current employer.

A. In such a case, get a letter from your previous employer on the official letterhead by your past employer mentioning the amount of salary that you used to draw while you were with them. It should also mention the exact bifurcation between your fixed and variable components. The letter also has to mention your last day of working with them.

A. Get the copy of agreement between you and the landlord which should act as a valid address proof. If you get a letter from the society/colony on their letterhead it will help your prospective employer to roll out the offer letter.