''The BPO industry is booming'' boasts yesterday's newspaper for the nth time.
Industry sources say that 750 candidates are being recruited every day (actual figures are more than that). And, by 2008, there will be demand for 35 lakh call-centre or BPO professionals !
Cut back to 2010. According to the latest news, the BPO sector employing over 750,000 people is around $12.4 billion, and plans to more than double the size of such professionals over the next 2 years.
So, this industry is here to stay unless an Armageddon happens.
Some leading BPO Players(as per 2010 survey by Dataquest, India)
Genpact
TCS BPO
Wipro BPO
Aegis BPO
WNS Global Services
Firstsource Solutions
IBM Daksh
Aditya Birla Minacs
Infosys BPO
Accenture India
Over the past few years, I had the opportunity to attend & ace BPO interviews at over 20 reputed companies in India. Based on my experiences, kindly allow me to spill some useful nuggets into your waiting hand on how to breeze through the usual gates in a BPO interview.
Note:- I might switch from saying BPO to call-centre. A BPO has varied functions including customer calls while a call-centre, as name suggests, deals with only customer calls. But there's no harm in interchanging between these 2 terms.
(Possible rounds of interview. Note: These or more may happen at a BPO interview)
GATE 1 - Voice/Passage Reading
You will be given a passage or a simple topic to speak on. Required - High fluency in English. Remember, the keyword is ''high''. They look at your ability to converse easily without much grammatical erros, stammers & other pauses. Don't put on a fake foreign accent to impress them (you can be rejected on-the-spot). On selection, they give you the requisite accent training. So, simply speak in a neutral accent without excess MTI (Mother-tongue influence). Watch NDTV news anchors (not the reporters on the field) for practise.
Speak on a topic -
You may also be asked to speak on a topic of the interviewer's or your choice, for a minute or two. The topics are general in nature, for e.g. "What is your opinion on love vs arranged marriage?", "a memorable moment in your life", "tell me something about your hometown" etc.
GATE 2 - Written Test
Multiple choice questions that could include English language, Numerical ability, Logical reasoning and Computer awareness. There may also be a test on basic networking or hardware staff or accounts or very job-specific questions, depending on the job profile you're trying for. The job advertisements or the company HR will usually clarify on this.
The tests may also include a typing test (don't worry if you're average here. You'll be trained after selection)
.
GATE 3 - Listening Test
A tape will be played once. You will be listening to a simple English conversation by 2 persons. You are given a multiple-choice question paper based on the conversation. For each question, tick the most relevant choice. You will not get another chance to listen to the tapeNote - This's another very important qualifying round. Be very attentive and do your best.
GATE 4 - The HR Interview
This ultimate round can either be direct face 2 face meeting or via telephone. 1-2 or more of the HR (Human Resource) or managerial personnel will interview you, asking you about yourself, your earlier work experiences (if any) and your general views on BPOs. Either way, please remember, your English will be checked. Keep a neutral accent and act confident. Usually, they are of your age (25-30, not a grandpa). But, don't let their youth fool you. They're like hawks eyeing your body language and ever-alert to every word you say.
Dress - Light-colored formal shirts (preferably full sleeves for men, women-please enquire), mild deodarant (the interviews are usually in air-conditioned rooms. Your scent will circulate within the room for hours...), formal shoes and a pleasing smile.
Always wish the female interviewer first. After you're seated, stop the constant shaking of legs (typical Indian habit). Lean slightly forward & keep your hands on the lap (not on the table). You may use your hands occasionally to express a point. When Person-1 asks the question, look at him first while answering, look at other interviewers occasionally and finally end with Person-1. Same applies to Person-2, 3 or 4. Avoid too many errs..., stammers or pauses in your sentences. If you're not sure about an answer, say ''I don't know'' outright instead of mumbling something silly or fake. Be short & simple, without any complex vocabulary. NO Question of theirs require an essay. 4-5 lines is more than enough. If there's too much silence after your answer, don't get nervous and say something (only to regret later). Instead, ask ''Sir/M'am, is there anything specific you wish to know about....(whatever question they asked)?'' Some questions they ask may tempt you to pounce & wring their necks ! Again, they are just testing your attitude. So, whatever the provocation, be cool & paste permanently that Bollywood smile !
Here are some commonly asked questions -
# Why are you here?! (never say ''to attend this interview!''. Say something like ''I'm here to seek the position of.....in......'')
# Tell me something about yourself (always asked. Never say what's already mentioned in your CV. You may talk about your birthplace, your family and your personal interests. Keep the entire answer to 5 or 6 lines maximum).
# What are your strength and weaknesses?
# What is your work objective?
# In one sentence, tell me something about your personality.
# When do you get angry?
# How quickly do you react to a decision?
# Tell me something about your earlier company and your role in it.
# Are you willing to work night-shifts?
# What is a BPO?
# Distinguish between inbound and outbound calls
# What does ''customer-satisfaction'' mean to you?
# Give me a instance when a customer appreciated your service.
# Why do you want to work in a BPO?
# What is the biggest challenge facing the BPO industry today?
# What, according to you, is the most important requisite of a call-centre executive?
# Why do you want to work in our company?
# Why should we employ you?
# What do you know about our company?
# What are you looking for in our company?
# What will you do if you're not selected for this job?
# Where do you see yourself 5 years from now?
Phew! Long, wasn't it? But, it's always better to be prepared. Regularly practise mock-interviews before the mirror. You'll be able to notice your flaws and correct'em instantly. A BPO interview is no IAS or IIM. You can pass without any major hiccups. But be alert in the final HR interview. Many stumble here. So practise, practise & practise. There's nothing like too much preparation. Treat it like an exam. I assure you, all that effort will be worth it when you get your offer letter from your employer.
Are you over 40? Single, divorced or married? Think this BPO stuff will reject you 'cause you are 'old'? Relax, chill! There are so many like you working in call-centres today 'n' enjoying. Convince the interviewers that you are deeply motivated to have a career in this fast-rising industry for ABC reasons. It's usually the young who perspire the companies 'cause they are more prone to job-hopping after just 3 months. So, you stand a better chance to get IN.
Best of luck
