Final interview-What Will You Do if a Customer Calls You and You Don’t Have a Solution?

We don’t
always have solutions to every problem, at least not instantly. Therefore if a customer calls to ask for
assistance and I cannot help them, I will kindly request that I put them on hold as I look into the matter. I
will then ask my colleague or find out that the right response. I will apologize again afterward. However,
if it’s something complicated and takes longer to find a response, I will ask that I call the customer back.-
What Do You Think is The Most Valuable Things in BPO? Customer Service or Technical Support.I believe
that both customer service and technical support are important in BPO. However, customers always call
to ask questions or seek clarifications on products and services. They expect answers in return which
makes technical support more valuable than customer service. Clients normally want people who can
help them solve problems, and therefore, offering excellent customer service without technical support
doesn’t bring much value. However, technical support and excellent customer service should go hand in
hand as they are valuable in BPO.-Can You Mention Some of the Necessary Traits in BPOTo succeed in a
BPO job, one needs to have effective communication skills, given the nature of the job. Making calls and
chatting with customers requires someone who can relay information effectively. A BPO worker must
also have creative problem-solving skills to solve issues and offer technical support. This job is quite
demanding and therefore calls for someone who can handle pressure and overcome its challenges.
Other qualities include speed and efficiency, organizational ability, knowledge retention, empathy, and a
great deal of flexibility.-Mention the Skills that You Will Bring From Your Former Job I have many skills
that allowed me to prosper in my last job. I have excellent communication skills, which I believe are
necessary for anyone working in this field. It will help me respond to queries and offer the needed
technical support to customers. It also enhances collaboration with colleagues. My last job also allowed
me to work on my emotional stability, which is needed when dealing with people’s problems. I
understand that some customers are always abusive, and therefore, one needs to be in a good mental
space to deal with them.- Mention One of Your Weaknesses. How Are You Improving It?One of my
greatest weaknesses is asking for help, especially when sure that I have everything under control. I
normally end up swamped with work and at times have to work overtime to finish up. I may have
obtained this attribute from my childhood experiences where I had to face many challenges
independently. However, I made a conscious decision to improve by actively seeking help and engaging
others more. I also joined a group of professionals where ask for help despite not knowing one another-
Do You Think this is the Right Industry for You?Yes. I believe that I can thrive in this industry. I
understand the importance of business process outsourcing, especially its role in cutting operational
costs. I love solving challenges and coming up with creative solutions. I, therefore, believe that I am in
the right place since part of my job entails offering technical support and solving customers’ problems. I
am also a good communicator, which will help me excel in this job. Therefore, I am in the right industry.-
Do You Think this is the Right Industry for You?Yes. I believe that I can thrive in this industry. I
understand the importance of business process outsourcing, especially its role in cutting operational
costs. I love solving challenges and coming up with creative solutions. I, therefore, believe that I am in
the right place since part of my job entails offering technical support and solving customers’ problems. I
am also a good communicator, which will help me excel in this job. Therefore, I am in the right industry.-
What is Your Greatest Strength?My greatest strength is my ability to work under pressure. I understand
just how straining this industry can be. There are many things to do and timelines to meet, which
require someone who can work in strenuous situations. I have been in this industry for quite some time
and have therefore had the chance to work on my tolerance. I know how to multitask and prioritize
work while delivering excellent quality. If called upon, I can meet even the tightest of deadlines and
work round the clock. I am positive that I will not disappoint you if given a chance.-Why Do You Believe
that You are the Most Suited for this Job Out of All the Candidates?I have vast experience in this
industry, given that this is my twelfth year. I have worked with different companies and gained lots of
expertise and skills that will help me deliver if given a chance. I can work well under pressure, which is a
needed attribute in a BPO job. I also know how to communicate effectively and handle feedback. Lastly,
I consider myself creative, an attribute that helps me come up with solutions for different problems. I
will therefore give my best.-If your going to have a super power what would that be and why?If I were a
superhero, my power would be the ability to control time. With my power, I would be able to stop,
reverse, slow down and speed up time whenever I pleased. Having control of time would give me
control of any situation, whether it involves me or not.-What would you wish for if you met a Genie?I
will wish for the ability to do absolutely everything. Yeah you've seen that movie "absolutely anything"?
I'll wish for that ability to do anything i wanted done, both impossible and possible ones, more like a
magician.https://www.youtube.com/watch?v=Pa47N7W6WaQhttps://youtu.be/kTE2Yv8h5cc

It is a way for them to check if you will stay with the company for a long time. So any question that you
will end up resigning, the answer should be NO! You should also provide VALID EXPLANATION as to why.

Ex.

- Do you plan to continue your studies? (In case you haven't finished it yet)

BPO's DON'T LIKE WORKING STUDENTS BCOZ THEY ARE NOT FLEXIBLE W/ SCHEDULES. Based on history
students ends up resigning in just as short as 3-6 months and most will only last a year. They will
definitely end up resigning specially for OJT and THESIS.

- Do you plan to relocate in another province or country in the future?

- Do you plan to work abroad?

- Do you plan to pursue a career based on your course?

All these examples will end with you resigning if you say YES, so if you do they will fail you. Even if you
have any of these plans in the future, DO NOT LET THEM KNOW. Fake it till you make it! Reassure them
that you will stay with them for a long time.

EMERGENCY QUESTIONS

Ex.

- How's your area? Does it get flooded during the rainy season? How will you be able to go to work if
that happens?

- Who's going to take care of your kids while you work? What if something happens to them? (if you
already have your own family)

- What if something happens to your parents?

You need to have back up plans in cases of emergency. Even if it is not true, provide them with a back up
plan. You need to reassure them that you will not go AWOL and resign in these cases.

IF YOU ARE ASK ABOUT YOUR TRAVEL TIME TO GET WORK, MAKE SURE NOT TO ANSWER 3-4HOURS
EVEN IF IT MAY BE POSSIBLE.(THIS IS A RED FLAG ANSWER AS IT MAY APPEAR THAT YOU MAY BE
ATTENDANCE ISSUES)

SAFEST ANSWER IS JUST AN HOUR OR SO, IF NOT LESS.

2. ACCOUNT VALIDATION (FINAL INTERVIEW)

If you know the account, do you research!

This is a way for them to check if you know how to acknowledge the issue (paraphrasing is the key!),
show EMPATHY, and provide reassurance to customers that you can really help them with their issues.

POSITIVE SCRIPTING IS THE WAY TO SUCCESS!