Hexaware BPS Voice Process Executive Interview: Rounds, Questions and Preparation

What the job involves

A Voice Process Executive handles inbound and outbound customer calls for a BPO or ITES client, resolving queries, processing requests, and documenting interactions in the client's system. Day to day work includes following call scripts, meeting quality and resolution targets, and escalating complex issues to a team lead. Freshers are trained on the client process, accent neutralisation, and CRM tools before going live on calls.

Role and Process Knowledge

1. 1

   What does a Voice Process Executive do in a BPO like Hexaware BPS?

   Explain that you take customer calls, follow the client script, log details in the CRM, and meet targets for quality and resolution. Mention that you may handle inbound or outbound and that you escalate unresolved issues.

2. 2

   What is the difference between inbound and outbound calling?

   Inbound means customers call you with a query or request; outbound means you call customers for follow-ups, surveys, or sales. Give a short example of each and say you are comfortable with both.

3. 3

   What do AHT, CSAT, and shrinkage mean in a voice process?

   AHT is average handling time per call, CSAT is customer satisfaction score, and shrinkage is the percentage of paid time not spent on calls. Show that you understand these metrics affect your performance.

4. 4

   Why do BPO companies use call scripts and quality audits?

   Scripts ensure consistent, compliant answers and protect customer data. Audits check whether you followed the process, were polite, and resolved the issue. Say you welcome feedback to improve.

Practical Call Scenarios

1. 5

   A customer is angry about a delayed refund and starts shouting. How do you handle the call?

   Stay calm, let them finish, acknowledge the frustration, apologise for the inconvenience, and state the exact next step or timeline. Do not argue or promise what the process does not allow.

2. 6

   You do not know the answer to a customer's question. What do you do on the call?

   Tell the customer you will check with the correct team, place them on a brief hold or arrange a callback, and confirm the details before ending the call. Never guess or give false information.

3. 7

   The customer's accent or background noise makes it hard to understand them. How do you manage?

   Politely ask them to repeat or spell the details, summarise what you heard, and confirm before proceeding. Use active listening and avoid saying you cannot understand their English.

4. 8

   You are about to miss your AHT target on a complex call. What do you do?

   Focus on resolving the issue correctly first, then wrap up efficiently and note the reason for the longer call. Inform your team lead if it becomes a pattern, and never hang up on a customer to save time.

Communication and Voice Skills

1. 9

   Please introduce yourself and tell us about your background.

   Keep it to 60 to 90 seconds: name, education, any customer-facing experience, and why you want this voice role. Speak clearly, at a steady pace, with a neutral accent.

2. 10

   How would you read this short script or handle a mock call opening?

   Use a standard opening: greet, state your name and company, ask how you can help, and confirm the customer's name. Keep tone warm, volume steady, and pronunciation clear.

3. 11

   What is active listening, and how do you show it on a call?

   Active listening means fully focusing, not interrupting, and confirming what you heard. Use short verbal nods, paraphrase the issue, and ask clarifying questions before offering a solution.

4. 12

   How do you handle a customer who refuses to verify their identity?

   Explain that verification is required to protect their account and data, and that you cannot proceed without it. Offer an alternative like visiting a branch or calling back with documents, and stay polite.

Behavioural and HR Questions

1. 13

   Are you comfortable with night shifts, rotational offs, and weekend working?

   Answer honestly and show flexibility if you can. Mention any constraints clearly, and if you are open, say you understand that BPO voice processes run 24 by 7 for global clients.

2. 14

   Tell me about a time you dealt with a difficult person or a stressful situation.

   Use a simple STAR structure: situation, task, action, result. Pick a college, part-time job, or volunteer example where you stayed calm and solved the problem.

3. 15

   Why do you want to join a voice process, and where do you see yourself in two years?

   Link your interest to communication skills and customer service, and mention growth paths like subject matter expert, quality analyst, or team lead. Avoid saying it is only a temporary job.

4. 16

   What are your salary expectations and notice period as a fresher?

   Research the typical fresher range for voice roles in your city and give a reasonable range or say you are open to the standard company package. State your availability clearly and truthfully.