IGT Solutions Voice Process Executive Interview: Rounds, Questions and Preparation

What the job involves

A Voice Process Executive handles inbound and outbound customer calls for domestic or international BPO clients, resolving queries, processing requests, and maintaining service quality. In India's BPO/KPO/ITES sector, freshers in this role work in rotational shifts, follow scripts and process guidelines, and are measured on call quality, resolution time, and customer satisfaction. Companies like IGT Solutions and similar firms hire graduates for voice-based support across travel, banking, telecom, and e-commerce processes.

Role and Industry Knowledge

1. 1

   What does a Voice Process Executive do on a typical day?

   Describe handling inbound or outbound calls, logging details in the CRM, meeting quality and resolution targets, and escalating unresolved issues.

2. 2

   What is the difference between inbound and outbound voice process?

   Inbound means receiving customer calls for support or queries; outbound means calling customers for sales, follow-ups, or surveys.

3. 3

   What do you understand by BPO, KPO, and ITES?

   BPO handles business processes like customer support; KPO handles knowledge-intensive work like research and analytics; ITES covers IT-enabled services broadly.

4. 4

   Why do BPO companies measure Average Handling Time (AHT) and Customer Satisfaction (CSAT)?

   AHT tracks efficiency per call, while CSAT measures customer happiness; both balance speed with quality of resolution.

Technical and Process Skills

1. 5

   What is a CRM and how would you use it in a voice process?

   Explain that CRM stores customer details, call history, and tickets; you update notes, check past issues, and log resolutions accurately.

2. 6

   How do you handle a customer whose issue is outside your process scope?

   Acknowledge the issue, inform the customer about the correct team or process, and transfer or escalate as per the escalation matrix.

3. 7

   What is an escalation matrix and why is it important?

   It defines whom to contact and when for unresolved issues; following it ensures timely resolution and avoids customer frustration.

4. 8

   How would you maintain data privacy while handling customer calls?

   Never share customer data without authorization, follow company privacy policy, and avoid discussing account details in public or unsecured channels.

Practical Scenario Questions

1. 9

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

   Stay calm, listen fully, apologize sincerely, confirm the refund status, give a clear timeline, and offer to follow up or escalate.

2. 10

   You cannot understand the customer's accent or language. What do you do?

   Politely ask them to repeat or speak slowly, paraphrase to confirm understanding, and if needed, seek help from a supervisor or language support.

3. 11

   You have back-to-back calls and your AHT is rising. How do you manage?

   Stay focused, use hold and mute correctly, keep notes brief, avoid unnecessary talk, and inform your team leader if the volume is unmanageable.

4. 12

   A customer asks for information you are not authorized to share. How do you handle it?

   Politely explain the limitation, offer the authorized alternative, and document the request or escalate it as per process.

Behavioural and HR Questions

1. 13

   Tell me about yourself.

   Keep it brief: name, education, relevant skills like communication, any customer-facing experience, and why you want this voice process role.

2. 14

   Are you comfortable with rotational shifts and night shifts?

   Answer honestly and positively if you can commit; mention your flexibility and any support system you have for transport or schedule.

3. 15

   How do you handle stress or an irate customer without losing patience?

   Give a real example or a clear method like taking a deep breath, focusing on the solution, and not taking anger personally.

4. 16

   Where do you see yourself in two years in a BPO?

   Show ambition within the sector, such as becoming a subject matter expert, quality analyst, or team leader while improving process knowledge.