A Business Process Outsourcing (BPO) organisation is
responsible for performing a process or a part of a process
of another business organisation; outsourcing is done to
save on costs or gain in productivity.
A call centre performs that part of a client's business
which involves handling telephone calls. A call centre, for
example, might handle customer complaints coming in over a
Thus, a call centre can be considered a BPO organisation.
The converse is, however, not true because there exist BPO
organisations, such as medical transcription agencies,
which handle their business through websites, and do not
process any telephone calls on behalf of their clients.
A call centre is a sub-set or u can say sub-unit of BPO.It
si a place where the business is done over the phone. In
BPO's the entire business is handled through the web. BPO
includes It services, financial services etc. A call centre
is also considered as BPO which handles business over the
phone. There is a misconception among people that BPO is a
call centre, that is incorrcet.
Call centre is voice based and BPO ios non voice based.
Business Process Outsourcing (BPO) organisation in this
both are there voice and non-voice.
in bpo (voice) people will be collecting the payments and
in this two are there inbound and outbound.
INBOUND where customer will call us d he will ask his
OUTBOUND deals with where the (voice) people will call the
customers and making them alert that due date is completed
Regarding the payments and asking them to pay.
CALL CENTRE totally deals with makeing calls to the
customer regarding various matters.totally voice based .
bpo i nothing but a bussiness process outsource which it
deals with the voice n non-voice base
call center is that there is 2 departments one is inbound n
another is outbound
inbound is that call will come from customer asking the
quries to us
outbound is that were we have to make a call to customer n
tell them about ther due date of payment n tell them to pay
a call center is a place or network of place where a
customer quarries can be dealt with to satisfaction of the
a call centre is place where calls are made/receive to/from
customer with somea moment of computer automation.AND bpo is
a business process outsourcing .
Business process outsourcing (BPO) is a form of outsourcing that involves the contracting of the operations and responsibilities of a specific business functions (or processes) to a third-party service provider. Originally, this was associated with manufacturing firms that outsource large segments of its supply chain. In the contemporary context, it is primarily used to refer to the outsourcing of services.
BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighboring (or nearby) country is called nearshore outsourcing.
Given the proximity of BPO to the information technology industry, it is also categorized as an information technology enabled service or ITES. Knowledge process outsourcing(KPO) and legal process outsourcing (LPO) are some of the sub-segments of business process outsourcing industry.
A call centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.
Well the meaning of BPO is outsourcing our or any
business.......through various ways like by voice or non-
voice.......In BPO's are nothing but they are third party
organizations outsource some other orgaozations business
through their resources for their cost effective and time
1. “Why do you want to work here?”
2. “Tell me about yourself.”
3. “What is the biggest challenge you have faced in work in the past 12 months?”
4. “What do you know about the centre/company/role?”
5. “Why do you want this job?”
6. “How would your team/manager describe you?”
7. “What is your biggest achievement?”
8. “Can you give me an example of… ?”
9. “What have you done to promote great customer service?”
10. “What are the key factors which make a successful call centre?”
11. “How do you manage change?”
12. “What was your reason for leaving?”
13. “Give me an example of how you have dealt with an under-performing team member in the past.”
14. Within the interview process you may be required to perform a role-play. A popular example of this is being asked to role-play an escalated call with an unhappy customer.
15. “Can you give me an example of a time when you had to motivate and develop a team in a challenging work environment?”
16. “What are your strengths and weaknesses?”
17. Give an example of this behaviour
18. “Can you give me an example of a particularly difficult customer you had to deal with and how you used your skills to successfully overcome the problem they had?”
19. “Describe how you have brought about business change through use of technology and process re-engineering, describing what particular techniques you have employed, e.g. 6 sigma, lean management, etc.”
20. “Tell me about a difficult obstacle you had to overcome recently at work? How did you overcome this?”
21. “Please tell me about a situation where someone was performing badly in your team.”
22. “What was the situation?”
23. “How did you deal with it?”
24. “What was the outcome?”
25. “How do you plan daily and weekly activities?”
26. “Please tell me about an occasion when you had to analyse a large amount of complex information which led to you identifying an improvement in service delivery or cost.”
27. “Please outline and describe your current targets and KPIs – How do you ensure you achieve these?”
28. “How do you ensure that your department’s goals are in line with the overall company goals?”
29. “Describe a situation in which you inspired trust and respect in your team.”
30. “How did you recognise the level of trust or respect your team held for you and how did you ensure this continued?”
31. “Discuss your current role and your reasons for applying to the organisation.”
32. “What is your greatest success and achievement to date?”
33. “How would you measure the success of you and your team over a 3, 6 and 12 month period?”
34. “If successful in joining the organisation, what do you envisage your biggest challenge will be in joining it as a sales team leader?”
35. “How would you manage your time and objectives in your role?”
36. “How do you keep yourself motivated?”
37. “What key factors drive you?”
38. “What attracts you to the position?”
39. “How often do you challenge the way your current company does things or challenge something that you feel needs to change?”
40. “How creative are you in comparison to your colleagues, i.e. in managing, developing, encouraging and motivating your team?”
41. “How do you measure the success of your incentives?”
42. “How have you utilised customer feedback to ensure business excellence?”
43. “How have you utilised customer complaint feedback to improve how your team are selling?”
44. “What is your experience of the whole end-to-end feedback process (talk through this process) and how do you ensure this feedback improves the service to customers?”
45. “How have you educated your front-line agents to ensure excellent customer feedback?”
46. “Give an example of when you have been really stretched for a deadline, and how you made sure you completed your work on time.”
47. “How do you manage time and priorities?”
48. “Give an example of an occasion where you have given constructive criticism to a member of your peer group.”
49. “Give an example of a time when things happened in work to dampen your enthusiasm. How did you motivate yourself and your team?”
50. “How do you deal with work issues? Would anyone know you were having a bad day or would you keep it to yourself?”
51. “Beyond the new role and the next five years, what is the bigger career plan?”
52. “What is the highest level job you expect to hold in your career?”
53. What are your career goals for Assistant manager?
54. What is your greatest weakness for Assistant manager?
55. What are top 3 knowledge/top 3 skills for Assistant manager position?
56. Why do you want to become a Team Leader or Why should we hire you for this position?
57. What are your long-range career objectives, and what steps have?