37 Questions about the Voice Process (With Examples)
You can show that you are qualified for the job by talking about your own experiences during an interview. When interviewing for a support position in business process outsourcing (BPO), it’s important to show how your skills, knowledge, and experience will help you do well in this role. Since the job requires good communication, the ability to adapt, and organization, practicing answers to questions about these skills can help you give the best answers you can. In this article, we list the kinds of BPO call center interview questions you might be asked for a voice process job at a call center.
When you interview for a BPO job, your interviewer may ask you questions to find out how you communicate and other important things that could affect your hiring, like your work schedule and professional goals. Some questions might include:
- Tell me about yourself.
- Why do you want to work there?
- Do you have time at night to work?
- Why would we want you to work for us?
- List some of your good and bad qualities.
- How much money are you looking for?
- In five years, what do you want to do?
- How easy is it for you to talk to people over the phone?
- Are you comfortable using a chat function to talk to people?
- What does it stand for?
- Do you have any questions for me?
Questions about work and history from the past
After you tell the interviewer about yourself and what you know about the job in general, they can ask you questions about your BPO experience, such as:
- Where did you go to school?
- Tell me about the jobs you’ve held in the past.
- How knowledgeable are you about computers?
- What software have you used for BPO?
- What languages do you speak?
- Have you ever worked in tech support or customer service?
- You worked in a call center, right?
- What do you think is the most important thing you’ve done so far in your career?
- How do you make the team feel like a group?
- In-depth questions
- These kinds of detailed questions help the interviewer decide if you would be a good fit for their BPO team:
- Describe one way that BPO helps a business.
- How is a call center that takes calls different from one that makes calls?
- What’s the difference between KPO and BPO?
- What are some examples of different BPOs?
- Name some voice support services.
- How can you make sure that your customers are satisfied?
- Explain the difference between horizontal and vertical BPO.
- How is outsourcing on-site different from outsourcing somewhere else?
- Why is it so important in the BPO business to have good communication skills?
- Why do you want to do BPO?
- Can you name some of the largest industries that use outsourcing?
- How did you handle a tough situation or customer at your last job?
Questions and answers about the voice process for interviews
Here are some examples of questions and answers that will help you come up with your own answers that are clear, complete, and well-thought-out:
1. Describe how you would talk to a customer when they call you and when you call them.
In a BPO, the main work is both taking and making calls. You could be in charge of either function, and your future boss wants to know if you know what the differences are. Give an example of how you listen to a customer and how you talk to a customer to show that you have great customer service.
Example: “Whether a customer calls you or you call them, you will have a different goal and tone. On an inbound call, the goal is to listen carefully to what the customer needs and put them at ease. You should always be polite when you talk. During an outbound call, your job is to convince the customer that you have something they need. You should be ready to persuade them with your words and a confident tone.
When a customer called, I would, for example, ask how they were doing. I would ask them how I could help, and then I would listen as they told me about their problem. If I was making an outbound call, I would have my pitch notes in front of me. When the customer answered the phone, I would greet them, start my pitch, and talk with confidence.”
2. Talk about why businesses choose to hire outside help.
If you’re asked a question like this, it’s because the interviewer wants to see how much you know about the BPO industry. Find out why companies decide to hire other people to do their work instead of doing it themselves. This will let you make plans. In your answer, tell us why BPO is a good thing.
Example: “Companies choose BPO so they can focus on their main business tasks while experts take care of other services. A business can also save money by outsourcing because it’s easier to pay someone else to handle customer service than to hire their own employees. When the BPO team provides the skills needed for support services instead of training internal staff to do it, the company is also more productive.”
3. Explain how voice process BPO is different from non-voice process BPO.
By answering this question, you can show your interviewer that you know about the different systems used to provide support in BPO. It could also show them which system you like better so they know where to put you as a support person. Give some examples of what each role is and how it helps the customer and the company.
Example: “Voice process support lets you call the customer and talk to them. Non-voice uses a computer’s chat feature to send text messages to a customer. You can help customers and solve their problems in both ways. But people who work in the voice process have to be able to talk to people and think quickly so they can respond to what a customer says on the phone. If you talk without speaking, you may need to be able to read and understand less formal language.
I don’t mind talking on the phone because I can speak the language very well. In fact, I can say something faster than I can read it.”
4. What skills do you need to do well in the BPO business?
People who are self-motivated and have a good attitude have a lot of opportunities to work in the BPO industry. Your interviewer will ask you if you know what makes a good worker for them. Show that you are open to learning, flexible, and hopeful about new opportunities. If you can give an example of how you showed these qualities in a past job or other situation, please do so.
Example: “I think that if you want to be successful in the BPO industry, you have to be willing to help your team by learning new processes and being flexible. At my last job, I was part of a team that didn’t help people with their voices. Six months after I joined the team, our call center expanded to help a medical company. I was asked to move to the new team and learn how to talk with customers about medical billing questions in a voice process role. I learned a lot and realized that I was good at voice support as well.”
5. Explain what ISO:9000 is and why it’s important in BPO.
ISO:9000 is how the BPO industry measures customer service, so it’s important to show potential employers that you know how to use it. Explain what ISO:9000 is and why it’s important to understand it and use it to measure customer satisfaction. This will show how well you understand the business.
Example: “ISO:9000 is a system that tells BPOs how to handle customer service. It means making a plan for your customer service process, following that plan when you talk to customers, and checking for quality as you talk to customers. You should also be willing to make any changes that are needed to make the customer’s experience better. It is important to remember that the goal of ISO:9000 is to make sure the customer is happy.”