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 Call Center Questions

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Q:

What is a KPO? What Is the difference between call center and a KPO?

Answer

KPO stands for Knowledge Process Outsourcing. It is a subset of call centers. The ways in which a KPO differs from a call center are :


1. In KPO knowledge and information related work is carried out.


2. Staff requirement is for highly skilled people.


3. Is mainly related to support and not sales.


4. Carries out works mainly for research and analysis process besides support.

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Q:

How do you rate your English skills?

Answer

Again, before you apply for a job to a call center you should be aware that most of the call centers cater to English speaking customers and this needs you to speak clear English without any grammatical mistakes. 

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Q:

What will you do when a customer is abusive/irritated?

Answer

When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them:


-  Listen to them and empathize with their situation


-  Apologize and take ownership of the problem and give a solution


-  Approach them and ask for a reason for their displeasure


-  If they insist on talking to your manager, get him on line ASAP


- Follow up after giving the solution and ask for feedback

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Q:

How do you rate your patience and people friendliness?

Answer

When you are applying for a job at a call center you should know that there will be moments when unsatisfied customers will get angry on you. The key here is to focus on what is the purpose of the call, maintain your calmness and be polite.


As an answer to this question, you can say that you would rate your level of patience and people friendliness above average. You can back it up with an example from your personal or professional life. 

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Q:

What is onshore outsourcing?

Answer

When a business process is outsourced from a company in one country to another company in the same country – it is called onshore outsourcing.

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Q:

Have you ever worked in a call center before? If so, how long did you work there?

Answer

The purpose of this question is to see if you already have some experience of working at a call center. If so, tell the interviewer about your experiences and what you learnt there. If you do not have a work experience, don’t panic, stay calm and say “I don’t have a first hand experience of working at a call center but this is what I know about them and I look forward to work for one.” 

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Q:

What is off-shore outsourcing?

Answer

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

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Q:

What is the difference between inbound process and outbound process?

Answer

Inbound customer service agents handle incoming calls from customers for:


- Requests for help


- Inquiries or requests for information


- Placing orders, in product purchases


- Applications for services


- Filing complaints


Outbound customer service agents make calls to random potential customers to sell a service or product. These agents can also be called as telemarketing executives.

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