40 [UPDATED] BPO Multiple Choice Questions and Answers pdf free Download

BPO Multiple Choice Questions and Answers pdf :-

1:- what is a BPO?
   A.   Takes less time and is less detailed than an appraisal.
   B.  It is similar to a Comparative Market Analysis.
   C.  Provides an estimate of value.
   D.  All of the above.
Ans: D

2:- the BPO sector will provide ________ jobs at the end of 2011 and make a contribution of ____% of GDP.
   A.   15,000 & 5%
   B.  20,000 & 6%
   C.  29000 & 5%
   D.  15,000 & 8%
Ans: B

3:- In Data Capture/Data Entry Operation, which of the following statement is FALSE
   A.   Data Capture BPO are usually specialized in capturing Data whereas Data Entry BPO transform the Data into meaningful information.
   B.  Data Capture and Data Entry are both Low End BPOs
   C.  Accurate Data Capture is as important as Accurate Data Entry
   D.  Data Capture is the input process of Data Entry operations
Ans: B

4:- which one of the following is a TRUE statement about Near-Shore Outsourcing characteristics
   A.   Use of providers in one's home country or region, typically a high skill, high cost country.
   B.  Use of providers in a different country or region, but with similar time-zone, culture or language skills.
   C.  Use of providers in a distant location with a different time-zone, culture or language skills.
   D.  All of the above
Ans: B

5:- The AT Kearney Global Business Location index report 2009 has classified Mauritius as
   A.   25th in its ranking as an attractive BPO destination out of 50 countries
   B.  To be relatively poor in terms of skills & competencies in BPO domains
   C.  As a country which has made no improvement as compared to the 2008 ranking
   D.  All of the above
Ans: D

6:- How can you classify the government intervention to ensure adequate supply of skilled workforce in BPO in a specific country
   A.   Exogenous
   B.  Semi-Exogenous
   C.  Endogenous
   D.  All of the above
Ans: B

7:- The most common data conversion options are
   A.   Converting raw data into Microsoft Office (Missed:-
   B.  Convert from PDF to Word (Missed:-
   C.  Convert an audio file into text
   D.  All of the above
Ans: A,B

8:- Stages in the Growth Life Cycle in the BPO Sector can be categorised as:
   A.   Stage 1: Start Up > Stage 2: Value Addition > Stage 3: Competence Accumulation > Stage 4: Third Party Service
   B.  Stage 1: Third Party Service > Stage 2: Value Addition > Stage 3: Competence Accumulation > Stage 4: Start Up
   C.  Stage 1: Start Up > Stage 2: Value Addition > Stage 3: Third Party Service > Stage 4: Competence Accumulation
   D.  Stage 1: Start Up > Stage 2: Competence Accumulation > Stage 3: Third Party Service > Stage 4: Value Addition
Ans: A

9:- What are the factors which have an impact when deciding on a BPO destination?
   A.   Reliable telecommunications infrastructure
   B.  Cost of labour
   C.  Strong regulatory framework
   D.  All of the above
Ans: D

10:- The main characteristics of Knowledge Process Outsourcing are
   A.   Process are not easily codified
   B.  The agent has to interpret the information
   C.  The agent is expected to exercise judgement
   D.  All of the above
Ans: D

11:- Mauritius is positioning itself as a challenging BPO destination due to the following factors:
Choose all that apply
   A.   Reliable Infrastructure (Missed:-
   B.  Workforce easily scalable
   C.  Relatively cheap l+0abour (Missed:-
   D.  Strategic location (Missed:-
Ans: A,C,D

12:- What is the number of companies operating in the BPO/ITES Sector in Mauritius?
   A.   350
   B.  250
   C.  150
   D.  330
Ans: D

13:- The Mercantile Bank in the United States has contracted out its IT services to a company called "Mercantile Technology Inc" in Philippines and owned by Mercantile Bank US A.  "Mercantile Technology Inc" could be categorized as:
   A.   Offshore Outsourcing
   B.  Captive Center
   C.  Bank Technology Center
   D.  All of the above
Ans: B

14:- In terms of cost characteristics, re-arrange the following outsourcing location decision from low cost to high cost (a:- Nearshore, (b:- Onshore, (c:- Offshore
   A.   a, b, c
   B.  b, a, c
   C.  c, a, b
   D.  b, c, a
Ans: C

15:- What do you think is the most important justification for a company to consider offshore decision?
   A.   Overall cost reduction
   B.  Productivity improvement
   C.  Efficiency/Effectiveness
   D.  All of the above
Ans: D

16:- Which of the following statement best describes Mauritius as a cost effective destination:
   A.   Mauritius has a large pool of global BPO talents working at a relatively low salary
   B.  The cost of telecommunication in Mauritius is much lower than in India
   C.  The cost of a specific BPO worker is 8 times lower than a similar worker which would work in a similar BPO company in the USA
   D.  All of the above
Ans: C

17:- A TRUE statement between Low End and High End BPO is
   A.   Both Low End and High End BPO are mainly Call Centers
   B.  Low End BPOs offer relatively much higher salary than High End BPO
   C.  High End BPO have more ruled based processes than Low End BPO and therefore require more skilled manpower
   D.  People working in Low End BPO companies usually stay much longer in that company than those working in High End BPO
Ans: C

18:- BPO companies involved in transcription normally
   A.   Capture data and translate it into text
   B.  Listen to a conversation on-line and translate it into text
   C.  Transforming an audio file into text
   D.  Translate from one language into a different language
Ans: C

19:- A BPO company specializing in image processing may provide the following services
   A.   Image Scanning
   B.  Image Conversion
   C.  Archiving
   D.  All of the above
Ans: D

20:- PECS Data, a Mauritian based company is involved in transcription services for a US institution and recruiting local transcription agents. PECS Data is therefore
   A.   A captive center
   B.  A Transcription BPO Vendor
   C.  An Offshore Outsourcing Center
   D.  All of the above
Ans: C

21:- Jenny was employed as Data Entry Operator at "Star Data Ltd". Last year Jenny was offered the same position but with a salary increase of MUR 2,000 at "Super Data Ltd", a company dealing with similar activities as "Star Data Ltd". In BPO, we usually refer to this situation as
   A.   Attrition
   B.  Poaching
   C.  Changing Job
   D.  Work Placement
Ans: B

22:- Outsourcing decisions by customers are influenced by whether to go on-shore, near-shore or offshore. Which ONE of the following dimensions is true about this statement
   A.   Offshore > Low Cost but High Control
   B.  Nearshore > Low Cost but High Control
   C.  Onshore > High Cost but High Control
   D.  Homeshore > Low Cost but Low Control
Ans: C

23:- The main outsourcer is __________ and the main BPO destination is _________
   A.   France, Mauritius
   B.  USA, Mauritius
   C.  Europe, India
   D.  USA, India
Ans: D

24:- "Atom Finance BPO" is a local company engaged in Finance Process Outsourcing. It specialises in billing and invoicing services and doing work for a US Global FMCG company and for other companies involved in the MFCG activities. Which of the following therefore best describes "Atom Finance" business category?
   A.   Atom Finance is a "Captive Outsourcing" center for the US Global FMCG sector.
   B.  Atom Finance is operating in the Financial sector but specialises in the invoicing and billing operations
   C.  Atom Finance could be categorized as Low end BPO
   D.  All of the above
Ans: B

25:- In order to improve its global attractiveness index in BPO coming years, Mauritius should leverage on its:
   A.   Telecom Infrastructure
   B.  Skills and competencies of its BPO Workforce
   C.  Improving national competencies into global talents
   D.  All of the above
Ans: C

26:- In terms of cost characteristics, which of the following are outsourcing location decisions from low cost to high cost
   A.   Overall cost reduction
   B.  Productivity improvement
   C.  Efficiency/Effectiveness
   D.  All of the above
Ans: D

27:- When working for a BPO company which is involved in Portal Management. It is critical that this company should:
   A.   Have on-line access for the BPO agents
   B.  Have off-line access for the BPO agents
   C.  Have confidentiality access for the BPO agents
   D.  All of the above
Ans: A

28:- Which of the following statement regarding Low End BPO and High End BPO is false?
   A.   Low End BPO is Data Entry whereas Call Center is High End BPO
   B.  Both Low and High End BPO focus on Domain Expertise
   C.  Telemarketing of Cellular Phones is Low End whereas Data Entry of Supermarkets receipts for consumer behavior is High End BPO.
   D.  None of the Above
Ans: D

29:- Most commonly used databases for making data entry is
   A.   Microsoft SQL Server, ASP, Ms Access, Oracle
   B.  My SQL, FoxPro, ASP, Ms Access
   C.  Oracle, My SQL, FoxPro, Visual Basic
   D.  All of the Above
Ans: D

30:- what is BPO?
   A.   Business Process Outsourcing
   B.  Business Process Outsource
   C.  Business Project Outsourcing
   D.  Business Product Outsourcing
Ans: A

31:- why do real estate agents complete BPO's?
   A.   To get REO Listings.
   B.  To waste time.
   C.  To learn about their neighborhood.
   D.  Because they have to.
Ans: A

38:- what is the THREE PDF formats commonly used in Data Capture/Data Entry Operation?
   A.   PDF Formatted Text, PDF searchable image, PDF Image Only
   B.  PDF Acrobat Reader, PDF Acrobat Writer, PDF Scanner
   C.  PDF to Word Conversion, Word to PDF Conversion, PDF to Image Conversion
   D.  All of the above
Ans: A

39:- you were asked to do a BPO for ABC BPO Company.  ABC Company handles the BPO requests for 123 Lender.  When you call the homeowner who should you say you work for?
    A.   Your company or your Brokers.
   B.  123 Lender.
   C.  ABC BPO Company.
   D.  You are a subcontractor for ABC BPO Company.
Ans: B

40:- who orders BPOs?
   A.   Banks.
   B.  Wall Street Firms.
   C.  Private Mortgage Insurance Companies.
   D.  All of the above.
Ans: D

50 [UPDATED] BPO Interview Questions and Answers pdf

50 TOP BPO Interview Questions with Answers pdf :-

1. Tell me something about BPO and how it works?


2. What are the major sectors for outsourcing?


3. Are you comfortable working in night shifts?


4. What is the difference between the shore and off-shore outsourcing?


5. What is inbound and outbound call centers?


6. Which one do you think –web or voice- suits your qualifications better?


7. How can you relate call centers to BPO?


8. What is the difference between KPO and BPO?


9. What are the different types of BPO’s?


10. Why companies Outsource?

BPO interview questions and answers

11. Why do you see BPO as your career?


12. Why do you think you will do well in this job?


13. What is a call centre?


14. Where you see BPO in the current market?


15. Can you use different software’s easily?


16. Why do you want to work for our company?


17. Determine the type of BPO you wish to work?


18. How good are you with computer skills?


19. Do you think that the career opportunity for non-voice BPO is better than voice BPO?


20. Will you be comfortable handling customers on the phone?


21. Do you know the common risk associated with BPO’s and how will you cope with them?


22. Did you learn anything new recently which can be helpful to BPO’s?


23. What is ISO:9000 in outsourcing?


24. What are the job activities you have to maintain in BPO?


25. Where do you see yourself after five years?


26. What is a BPO?


27. What is a difference between a bpo and a call center?


28. Which are the top 10 bpo companies in India?


29. BPO is a growing industry. How do you see yourself growing with it?


30. What services are provided by a BPO?

What services are provided by a BPO?

Following are the category of services which are provided by a bpo:

• Customer Contact Management
• Finance / Accounting Processes
• Logistics
• Travel Management
• Telemarketing
• Health care
• Utilities

Other then these, Human Resources, Consulting, Insurance, Documentation, telecommunications are some other sectors are also following bpo trend.

BPO is a growing industry. How do you see yourself growing with it?

• Never answer negatively to such questions

• Do not say that you are doing this job just to earn money and pass time. You can answer this question as:

“According to my future plans, bpo is good enough for me as I believe in short term targets or goals.”

Which are the top 10 bpo companies in India?

Top 10 bpo companies in India are:

1. Genpact
2. WNS global
3. IBM Daksh
4. Aditya Birla Minacs Worldwide
5. TCS BPO
6. Wipro BPO
7. First source
8. Infosys BPO
9. HCl BPO
10. EXL Service Holdings

What is a difference between a bpo and a call center?

The difference between a bpo and a call center is that call centers only performs just one function that is taking calls which can be a part of a business or a company whereas bpo is business process outsourcing unit which outsource the business in various manner. Call center can be a part of a bpo but it is not a bpo.

Where do you see yourself after five years?

The perfect answer for this question should be like “ In five years from now I want to see myself at responsible position where my company see me as valuable assets and at the same time to grow with the company”.

What are the job activities you have to maintain in BPO?

The main activity in a call center is to handle the customers queries effectively and satisfactory. Also to co-ordinate well in a team in order to offer the best service possible to the customer.

What is ISO:9000 in outsourcing?

In  an outsourcing, ISO:9000 is a standard of mapping quality for the company.  Most of the BPO companies have accepted ISO:9000 as the benchmark for the quality of service they offer.

Did you learn anything new recently which can be helpful to BPO’s?

Knowing additional language apart from English is always beneficial in BPO’s . You can learn any other foreign language such as French or Spanish; it always give you more chances of securing jobs in BPO’s.

Do you know the common risk associated with BPO’s and how will you cope with them?

BPO’s have a huge data of customer’s personal information.  Any breach in the security system will lead to leakage of customer’s information, which can spoil the company’s reputation if it is used for some wrong purpose.  To avoid such risk, employee or associate must not allow to carry any external hard drive or flash drive with them while they on board. The de-activation of login-in ids of ex-employee must be done on the immediate basis, so that they cannot misuse them to retrieve customers information from anywhere.  You can also install additional security software to secure the main server from getting hacked.

Will you be comfortable handling customers on the phone?

If you are a fresher you can tell that handling customer on the phone would be a challenge but you would be able to handle it and won’t disappoint the company as well as the customer.

Do you think that the career opportunity for non-voice BPO is better than voice BPO?

In both types of BPO,the opportunities are same, but it depends more on an individual’s interest and its personality.  Once you gain expertise in the work, you can easily head up towards management or support side.

How good are you with computer skills?

Most of the time they usually ask for basic computer skills, but if the job demands more computer work then they will hold a practical test to check your computer skills.

Determine the type of BPO you wish to work?

Generally, they want to know your area of interest. Whether you like to work in a research driven or a voice based process.  There are many branches where BPO operates it could be a KPO (Knowledge process outsourcing) or even RPO (Research process outsourcing). So according the to the company’s requirement you can answer to it.

Why do you want to work for our company?

This question is put in front of you by the interviewer to analyse how much you are aware of the companies work and how keen you are with the company projects.  When you answer this question, mention about the company’s creative business policies, aggressive market stance and the growth of the company.

Can you use different software’s easily?

When you answer this question clarifies interviewer about your computer knowledge and your grip over software, so that they have a clear idea what training you might need further if you get selected.

Where you see BPO in the current market?

In the current situation where many companies failed to survive in the market, BPO sector has achieved a milestone in an economic crisis. It helped to reduce the unemployment rate marginally in developing countries where some of the developed countries even failed to do that.

What is a call centre?

Call center is a customer care center where calls are handled in large numbers.  There are two types of call centers, Inbound and Outbound.  An inbound call center is where calls are handled keeping the customer care in concern, and customer associate will only receive calls. While in outbound call center the calls are done by the associate for product inquires or sometimes sales related.

Why do you think you will do well in this job?

Give several reasons like experience, interest and skills.

Why do you see BPO as your career?

BPO has always been a career choice for me as you are exposed to a new field, which gives you an opportunity to grow and develop your personality and communication skills.  The recent survey also tells the fast growth of this industry.

Why companies Outsource?

• It is cost saving
• To focus on core activities
• To get quality work done by the expertise in that domain

What are the different types of BPO’s?

BPOs are segmented into five different categories.

• Administrative Department
• Purchase Department
• Selling Department
• Call Centre
• Back Office

What is the difference between KPO and BPO?

KPO is a knowledge process outsourcing while BPO is business process outsourcing.  KPO provides the knowledge based services like medical billing, documentation or claiming insurance. While BPO is totally customer service oriented.

How can you relate call centers to BPO?

Call centers may be one of the very first processes in a business that was openly outsourced.

Which one do you think –web or voice- suits your qualifications better?

Since, they are asking you for your preference there is no problem in telling your choice. Just have to make sure that whatever option you chose had a legitimate reason.

What is inbound and outbound call centers?

An inbound call centers will only receive calls while outbound call centers will place calls. In general inbound call centers function as companies service department, while outbound handles the service department.

What is the difference between the shore and off-shore outsourcing?

When any project or work allotted outside the country which is not nearby is called off-shore outsourcing and anything outsourced nearby country is called shore outsourcing.

Are you comfortable working in night shifts?

Always answer this question as yes, as the majority of the outsourcing work is done according to the country timeline from where the work gets outsourced in which case it is night shift most of the time.  It also shows your willingness and interest towards the roles and your approach towards the job.

What are the major sectors for outsourcing?

IT and Communication, Medical and health services, Insurance, Finance, Law and Jurisdiction are some of the sectors where majority of outsourcing works get done.

Tell me something about BPO and how it works?

BPO is abbreviated as Business Process Outsourcing.  When a company wants its non-core work to be done by an expert at cheaper costs then they outsource their work to other country, which is called Business Process Outsourcing.  The outsourcing is generally made between two countries.

What is a BPO?

This question basically checks the awareness of the individual, and also tries to find out whether the person has really done any kind of homework before applying for the job and appearing for the interview. BPO stands for Business Process Outsourcing, which basically means the outsourcing of various business processes.