Interview Question Answer

Tell me about yourself (FOLLOW THIS IF YOU ARE A FRESHER)

Good Morning Sir/Madam. My name is XYZ. I’m from XYZ(tell about your address). My highest qualification is Graduation. I have done my graduation from XYZ(tell about your University) in BA Honours.I am XYZ years old. My hobby is traveling and I love to interact with people. I am a self-starter with strong interpersonal skills. I can work efficiently, both as an individual contributor and as well as along with a team. Right now I am searching for a opportunity where I can grow my career and also can support my family. That’s all about myself.

Additional you need to prepare more lines for further. Like….We are four members in our family. I am unmarried.My family’s economic condition is not that much good so right now am searching for a job.

((Alternative answer: Good Morning Sir/Madam. My name is XYZ. I’m from XYZ(tell about your address). My highest qualification is Graduation. I have done my graduation from XYZ(tell about your University) in BA Honours.My hobby is traveling and I love to interact with people. I am a fresher/experienced candidate. That’s all about myself.))

Tell me something about BPO and how it works?

BPO or Business Process Outsourcing is a place where we can serve every human as a customer connected with the brand/product. Bpo provides the service of technical support, customer care, sales, telemarketing, etc. When a person uses our brand so definitely sometimes there will be some situation occurred where communication gap raises between customers and companies. At that point in time, we are here to help those customers as a customer support executives. In BPO we need to handle customers’ queries effectively and satisfactory. BPO helps any company to focus on core business areas. An advisor mostly requires basic computer and communication skills to help the other persons. And I’ll be really happy if I’ll get the opportunity to work with this type of job profile.

Why have you chosen BPO?

Technology is evolving. BPO is a fast-growing segment for multiple big business brands today like (the organization for which you have gone for the interview), AMAZON, HP, JIO, MARUTI INSURANCE etc, in fact not only in private sector BPO is a very important part of govt sector also like WBSEDCL, Swami Vivekananda Scholarship and many more where employees are working in a post of Customer Care Executive in a BPO. Freshers who join the BPO/ITes industry now, can easily boost their skills and become more productive in the long run. BPO is a sector where we can grow our future in higher designation with less time. And am as a fresher want to join BPO with this expectation to change my designation and take more responsibility to make myself more mature and make my career brightest in the upcoming days. Finally in one word BPO is a sector where my future is secure and successful.

Why should we hire you?

When I applied for this job, one thing was certain, The job profile is perfectly tailored to suit my abilities. I needed a chance to prove myself, and at present, I feel your organization is the best-fit workplace for me, as I don’t see anything better than this. Here, I can put each one of my skills to the best use. I have seen people who have done brilliantly when they have used their abilities 100% and I want to be one of them. I am a self starter and can be left alone to complete task quickly and on time. I’ll bring a positive attitude to the position that will rub off on my co-workers, and I’ll always take responsibility from my own professional development. To be honest, I have always seen this job as an answer to my career objectives. It would not be wrong to say that I had set up goals to reach this position. Now I have got that opportunity to achieve that. BPO is a sector where we can grow our future in higher designation with less time. And am as a fresher want to join BPO with this expectation to change my designation and take more responsibility to make myself more mature and make my career brightest in the upcoming days. In one word BPO is a sector where my future is secure and successful. And the final and most important thing is I have to build my career also. So with this goal of success, I want to help my family, want to take responsibility for my family and their needs.

After a bit of time in which place do you want to see yourself?/What is your goal?/What is your ambition?/What you will did first if you get a success?

In three years from now, I want to see myself as a senior one of operations for this process. I love to take more responsibilities because as much as I can take responsibility, I’ll gain more knowledge and skill to grow to the next level. As a short term goal, I want to prove myself for gaining trust and credibility. If I can be reliable within a short period, I can be trusted with various new tasks. While the short term goal can be achieved within the initial years, but my long term goals are related to my development in upcoming years. I want to see myself taking bigger responsibilities, which will make me mature for decision making. I understand this can take some time but I am ready to work for the cause. So with this goal of success, I want to help my family, want to take responsibility and their needs. I want to be the reason for the smile on my parent’s faces.

What type of work you have to do in your job?/ What is your jobrole?/What is Bpo?/What type of work does it happen in BPO?

Here we are going to deal with the customer, customer will come up with the issue/query, we need to check those issue from our side and need to share the information to those customers.

Alternative answer

Here we are going to deal with the customer’s query. Customer will contact us over call, chat or email and share their issues, we need to check our system and need to share resolution to the customers.

What is the difference between sympathy and empathy?

Empathy is like to feel the others feelings, sadness, happiness, specially for our known person. When we are saying like it’s really alas! that your father died on last night, I will also be there to help you on his funeral. It will be called as showing the sympathy. But in empathy we need to think logically, like if anyone is facing any issue with anything we need to understand the root cause of that issue. After that we need to take proper action to resolve the thing and to help the person. (*I CAN FEEL YOUR ISSUE>is the sympathy, I CAN UNDERSTAND YOUR ISSUE/SITUATION>is the empathy)

What is your biggest achievement?

I was very proud when I achieved my first job. It was a great time in my life. It was a step up from my childhood and a preview of adulthood. That was the time when I was old enough to earn my own money. The first job not only teaches me the value of hard work and money, they also shape my understanding of the world. And finally, a good job will always make anyone start on the path of their future success. After this job, I was mostly felt proud to my family for helping them economically which was not balanced before that. My parent’s dream was succeeded on that day. The smile on my parent’s faces and the reason is me that is the biggest achievement for me.

Why do you want to join in Reliance? (reliance as example)

As we all know Reliance is a big name all over the world. Reliance was co-founded by MR. Dhirubhai Ambani & Mr Damani in 1960 and in 1973 it becomes Reliance Industries private limited. So it’s been 48 years that the reliance industries exist in India. Its headquarter is in Mumbai. As of now, around 1,96,000 employees are associated with Reliance industries. Reliance/Jio is a fast-growing company, It’s a big and known brand in the market and this company is performing really well & it has lots of satisfied customers. As of 31 May 2019 it is the largest mobile network operator in India and the third-largest mobile network operator in the world with over 372.99 million subscribers. So if I will get a chance to work with reliance it can be a great opportunity for my career and it will help me to grow and learn.

What are the qualities should a customer care executive have?

Customer care executive need to be patience. A customer care executive should have active listening skill. He must be have objection handling skill. An executive must be have a proper voice tonality to deal with customers.

What is your goal?/What you will did first if you get a success?(Fresher please follow the answer of “After a bit of time in which place do you want to see yourself?”)

To be honest, I have always seen this job as an answer to my career objectives. It would not be wrong to say that I had not set up goals to reach this position. Now I have got that opportunity to achieve that. As a short term goal, I want to prove myself for gaining trust and credibility. If I can be reliable within a short period, I can be trusted with various new tasks. While the short term goal can be achieved within the initial years, but my long term goals are related to my development in upcoming years. I want to see myself taking bigger responsibilities, which will make me mature for decision making. I understand this can take some time but I am ready to work for the cause. These goals would always be motivating me to achieve new heights. Apart from that, I’m the only earning person in my family, so with this goal of success, I want to help my family, want to take responsibility for my family and their needs.

What is your strengths?/Why should we hire you?

I have the ability to work effectively with different kinds of people . I am a self starter and can be left alone to complete task quickly and on time. I’ll bring a positive attitude to the position that will rub off on my co-workers, and I’ll always take responsibility from my own professional development. BPO is a sector where we can grow our future in higher designation with less time. And am as a fresher want to join BPO with this expectation to change my designation and take more responsibility to make myself more mature and make my career brightest in the upcoming days. In one word BPO is a sector where my future is secure and successful.

Difference between KPO and BPO

The full form of KPO is Knowledge Process Outsourcing. It requires an understanding of the business. Services in KPO include legal services, market, and business research, etc. Here the Involvement with the client is low.

The full form of BPO is Business Process Outsourcing. requires basic computer and communication skills. Services in BPO include technical support, customer care, sales, telemarketing, etc. Here the Involvement with the client is high.

Are you comfortable working in night shift? will be there any issues?

I am agree to work in night shift, As I am going to work as a customer support executive so it’s my responsibility to help the customer 24*7. And I am also ready to do that. BPO business operates through the night can produce more volume and meet the demand of the market. Night shift is necessary to match the working hours of foreign countries. So the thing which gives my process more benefit am always agreeing to go for that . There will not be an issue for the night shift.

What do you think VOICE or NON-VOICE is more appropriate for you?

I am inclined towards one aspect, which is Voice Process. That is my preference without any choice. I know there are vacancies in both and you will place suitable talent. But I love to interact with people. And in the voice process, we communicate with them directly over voice which is easy to reach actual issues or feelings in which situation customer is going through. (For-Voice)

I am inclined towards one aspect, which is Non-Voice Process. That is my preference without any choice. I know there are vacancies in both and you will place suitable talent. It is just that I have great typing speeds and can arrange my thoughts better in writing than on-call, hence the preference. (For Non-Voice)

Suppose there is a situation where cx has not got his product on time how will you handle the cx?/ How will you deal with an irated /angry customer?

As I am going to be worked as a customer service executive so definitely here I need to handle customer’s query. In fact a customer contacts on helpline number to get some help on his issue, without issue a customer never contacts on helpline number. So when a customer has not received his product on time and that call landed to me at first I need to apologize the customer and need to show some empathy. Then I will gain the information on his issue completely. And then I’ll try to help the customer with all possible way with the help of my process.I will give my 100% to help the customer . But still if the customer not agreed with the resolution, I need to find some alternative solution for the customer which meets our process policy and privacy and try to help the customer with that. And then we will end the call again with some apology,empathy and assurity.

Alternative answer

At first we need to empathized the customer, then we will listen the customer’s issue actively. after that we will share the resolution based on our process. if the cx will not agree with the resolution we will try to convince the customer but we will stick to the resolution.

Tell me one of your memorable day/moments.

In our daily life many incidents happen in every moment, all are not that much memory but some days or events leave their everlasting impression upon our mind. I had a dream to buy an iPhone from my childhood. But I was also waiting for the correct time to buy that thing because I wanted to purchase the phone from my own earning. So the day was 3rd March when I finally succeeded in my dream. It was an iPhone 6s which arrived at my home at morning 7 am. I have placed the order before 3days from Flipkart with my salary which was gained from my first job. But on that one, another thing has also happened and that was the most memorable moment for the day. On the day of delivery of my handset, I need to go somewhere in the early morning at 8sm. But the Wishmaster informed me that he will be able to deliver the product to my doorstep at 9 am. So I contacted the Wishmaster and asked about the hub address. Then I visited the hub and collected my order.

What have you learned from your previous job?

While working as a customer service representative I learned a great deal about dealing with customers and how to handle difficult requests from those who might be a bit irritated when approaching me. I’ve always tried to exceed the expectations of the customer/s I learned that keeping a cool head during a confrontation is very important and arguing back with anyone in a professional setting, doesn’t help to solve anything. That job role is just a matter of keeping a clear mind and professional demeanour and helping my clients and customers to the best of my ability, despite the mood they might be in. My simple approach helped the customers to have a good impression of the company and increased our customer satisfaction rate. Overall my experience I have learnt how to be patient and handle the difficult situation from my previous job.

Tell me two good and bad points/side of Online Shopping or

Advantage or disadvantage of online and offline shopping?

Nowadays online shopping is a trend and also useful for many people. So between the good and bad sides of online shopping, there have some good sides like 1. we don’t need to visit anywhere whatever the weather outside. We can get the order at our doorstep. We don’t need to hop all over the floor one by one in a shopping mall to choose our product. We can only need a smartphone and can get thousand of product varieties by just scrolling up from our home.

With some positive sides, the negative sides are also available some of them are. Sometimes from the logistic’s end, they failed to deliver on time, as a result, the customer faced a different type of issue. And it’s not an issue from a particular eCommerce platform it is almost the same for all and I think it’s also natural. And the 2nd thing some of the products doesn’t have any return policy at that time it creates some type of unexpected issue. Though I think it’s not an issue from the e-commerce side of the platform we are using, it’s an issue from the seller’s end from whom the order is being sold.

What is your weakness?(proactivly also inform about your strength)

Sometimes when the deadline is nearby to me for any project or work, on that time I forget to eat and to take care of my health.

But as you have asked about my weakness let me inform you about my strength also. I have the ability to work effectively with different kinds of people . I am a self starter and can be left alone to complete task quickly and on time. I’ll bring a positive attitude to the position that will rub off on my co-workers, and I’ll always take responsibility from my own professional development .

Why do you need a job?

What do you know about customer care executive?/What is customer service?

Customer care executive is a place where we are playing an important role for a customer and an organisation. We maintain the relationship between a brand and its customer. As I know, customer contacts, through email, chat or phone and they tell about their problems, related to that brand’s services. And we need to solve their issue with the help of organizational skills. An advisor mostly requires basic computer and communication skills to help the other persons. And I’ll be really happy if I’ll get the opportunity to work with this type of job profile.

Last day of your school.

My last day at school is one the most refreshing memories that I till remember today. It was one of those auspicious days, where I found myself stepping into a new world with a new horizon. I was leaving the secure portals of my school where I had spent twelve cherishing years of my life. Time has just flown! It seemed that I had just joined school the other day and now it was time to finally say good-bye to my school life. I was sad to leave school, but at the same time was excited to meet new challenges in life ahead of me. The vivid pictures of my Principal, teachers, friends, classroom, library, the school anthem, sports day ceremony, prize distribution day, the examination hall, the games room, the staff room was all just flashing through my mind. Life was going to change once and for all.The last day of school was one of the most memorable days of my life. It was a turning point in my life which was filled with both joy and grief. I was sad to leave to my friends and teachers with whom I had associated and shared some wonderful moments of my life. I was happy that my school had formed me and taught to me accept new challenges in life. I was sad to leave school; but the last day of school marked a new beginning in my life – I would now enter College.

Tell me about your memorable day.

My last trip was to Digha. I was visited there with my family members. We have started our tour on 27th July 2021 at 12am. We have reached Digha at morning 5 am. Then we booked a hotel. After that, we went to view the nearby locations. Then, after returning from there we went for a bath in the sea. Then, we have our lunch and took some rest in our hotel. And in the evening again we have gone for market hopping and finally returned to the hotel room again at 9 pm. Then, we have done our dinner. Then on the next day, we visited some other famous places like Sankarpur, Amarabati Park, Udaipur Beach, and have lots of fun on that day. On that day we took our lunch in a hotel which was made of bamboo and stands beside the Udaipur sea beach. we took selfies and clicked many photos on that location. We enjoyed ourselves all day and finally, we started for our home at 4 pm on the same day. And we reached our home at 1 am.

What have you done on the last day?/What did you do yesterday from morning to evening?

On the last day, I wake up at 6 am. Then I went for a morning walk and did some exercise which made me fir. After that, I made lemon tea for myself which gave me freshness for whole day and also read a newspaper for some time. Then I took bath and had my breakfast at 9 am. After that, I helped my mother with cooking and did some other household works which kept me busy till 1 pm. After taking my lunch, I checked my emails, did some internet surfing, applied to jobs. Then I read some books to improve myself and then I took some rest. After that, I take my evening tea and started teaching my students till 8.30 pm. Then I watched T.V for some time and had my dinner and went to bed at 11 pm.

Why you want join work from home jobs??

I prefer work from home because the first thing we can give enough time to our family beside our job. Not only this, we can give more productivity for our company. As we do not need to visit anywhere for our office, there will be no hurry to return home due to less transport or bad weather. We can easily do overtime as per business requirement. Even I have the power back up in my home so whatever the situation is I can do my job seamlessly. But the last thing is that Work from home is a good preference but I am also ready to work from office if your company will ask me for that. So I am comfortable for both as per your requirements.

(Alternative answer)(WFO=work from office/WFH=work from home)

In WFH we can work efficiently from our home, we do not need to visit anywhere for our login whatever the weather is outside, We can have more time with our family at WFH job. But sometimes some of the employees do not have the proper environment to WFH, due to power cuts sometimes affecting our productivity. If we still do not feel well we can take some medicine and log in our shift, which we can not do in WFO because we do not have that time as we need to travel by transport to our office. So it saves our time.

Same in WFO we get a pleasant environment to work in. In WFO we can learn so many things from our team members and colleagues. But also in WFO due to some weather conditions, we get delayed to reach in our office.