What is the difference between inbound process and outbound process?

Correct Answer: Say ?Yes? if you have made up your mind to work for a call center Call centers would usually work 24 X 7 which needs some executives to be always present in the center This means that you would need to work in shifts

Correct Answer: The purpose of this question is to see if you already have some experience of working at a call center If so, tell the interviewer about your experiences and what you learnt there If you do not have a work experience, don?t panic, stay calm and say ?I don?t have a first hand experience of working at a call center but this is what I know about them and I look forward to work for one?

Correct Answer: There are mainly four reasons for a company to outsource its call center: a) Cost saving b) Focus on core activities c) Access to special enterprise which has expertise in the domain d) Other resource related reasons like relieving resource constraints, reducing staff

Correct Answer: This question focuses to check your ability to handle situations Do not answer this question with anything that states retaliation Talk about handling the situation with patience and relaxed mind set You can answer it as ? If the customer on the other side of the phone line is angry i will first try calming him and ask him his/her problem After that I will try sufficing the best solution keeping in mind his problem In this sector customer satisfaction is very important and thus it will be my primary goal

Correct Answer: When a work process is out-sourced to a different country which is not nearby ? it is called off-shore outsourcing For eg If USA outsources a work process to India- it is off-shore outsourcing

Correct Answer: A center equipped to handle a large volume of telephone calls These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing There are mainly two types of call centers : a) Inbound call centers ? Inbound call centers are those which receive support or service calls from customers usually on a toll free number For eg when you call up a bank to check the status of your request for credit card, it is an inbound call b) Outbound call centers ? Outbound call centers are those in which the call center executives make calls to the customers These calls are usually made to generate the leads or sales For eg when you receive a call from a bank offering you a personal loan, it is an outbound call

Correct Answer: Call center is a subset of BPO

Correct Answer: Relate the qualities you have to the requirements of a call center job like, good command over the language(English), team working capabilities, patience, good listening skills etc and say that you think, these skills will make you successful in the industry Also, talk about the prospects for the industry and how you think you can grow with it

Correct Answer: Before you go for a job at a call center you should know that the focus of the job here is ?voice? which needs you to be on phone for quite a long time So, the interviewer expects a ?Yes? as an answer to this question

Correct Answer: The aim of a group or party must be ? The mission or purpose of the group - what business they are in ? The vision or direction they are headed - often expressed as the impact they want to have distinct from their purpose ? The strategies for how they will get from where they are today to where they are headed; these are broadly stated, like a 50,000-foot overview, and are typically few in number, usually no more than 3-5 key areas of focus ? The goals and objectives for how the strategies will be implemented; these are sometimes referred to as tactics or operational plans; there is usually no specific limit on the number of these, and they are more specific and not so far out in the future, often 1-2 years or less