Call Center And BPO Interview Questions


Call center is a centralized office of a company that answers incoming telephone calls from customers or makes outgoing telephone calls to customers. They can handle a considerable volume of calls at the same time and can also log calls. It is the focal point of customer service for most companies today. Using a variety of technologies including computer automation, call centers connect the customer and the organization to meet customer needs in real time.

Call centers have application in many industries offering customer service. Many organizations use call centers to solicit clients or customers for new sales or donations and contributions. They can also be used to accomplish surveys of customer satisfaction or public opinion.

Call centers can be divided into three groups:

  • Those that focus on outgoing calling
  • Those that focus on incoming calls
  • Those that are established to accomplish multiple tasks

Role of Computer in Call Center
Technology plays a major role in the call center. Computers are used to access customer records, product information, ordering status, transaction history and other various important data. They play as the primary and the most essential tool for call center agents. They even contact customers through email and can also blend mails with phone calls. No call center can work without the availability of computers.

Call center Management and Technical Positions
Call centers offer a strong and diverse career path for customer service representatives. Several options in both management and technical areas are open for individuals willing to work in a call center.

  • Supervisor or team leader
  • Training development and delivery
  • Workforce scheduling
  • Quality monitoring or quality assurance
  • Business analyst (reporting and financials)
  • Process specialists
  • Human resources
  • Information technology
  • Facility design and maintenance

Significance of Call Center
Call center have particular significance in three areas :

  • Customer service and retention : Call center serve as the means by which the organization creates a long term relationship with individual customers.
  • Direct marketing : Services or products required by the customer are directly marketed on phone or on Internet.
  • Source of management information : A call center with good software accumulates a great deal of information about customers.

 

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Advantages of BPO Services
There are numerous advantages of BPO Services that are making this industry thrive and prosper:

Cost Savings: The biggest advantage of outsourcing services is the cost saving. BPO Service Providers employ talented and skilled professionals who work on comparatively much lower payroll. Besides, companies save a lot by avoiding extensive capital expenditure. BPO Service Providers harness the economies of scale by taking orders in bulk and thereby reduce the cost of service to a considerable extent.

Focus on Core Areas: Companies that outsource non-core business services are able to focus better on their core areas. This is because they can make better utilization of their capital, employees and workspace. This helps companies to increase productivity and customer satisfaction. Besides, there are able to avoid a lot of hassles related to outsourced work and management of extra employees that they would have had to hire in the absence of outsourcing services.

Get the Job done with Expertise: BPO Service Providers train their employees extensively to ensure best of the service to their clients. They also make huge capital investment to procure latest and most advanced hardware and software to perform the outsourced operation. Hence, companies can get best of the service and also avoid hassles and investments by outsourcing services.

Advantages of BPO Services in India
BPO Service Industry is doing exceptionally well in India because of the following advantages:

  • India has a vast pool of talented, highly qualified English knowing skilled professionals who work on a much lower payroll.
  • BPO Service Providers in India invest on hi-tech hardware and software to deliver best of the service. They follow stringent quality checks to ensure error free and exceptional service.
  • Government of India is encouraging BPO Industry in India by providing necessary infrastructure and logistical support.
  • BPO Industry in India is highly developed and capable of delivering numerous types of BPO Services in exceptional quality.