Infosonics India 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 clients, resolving queries, processing requests, and maintaining call quality standards. In BPO/KPO/ITES companies, the day involves taking calls, updating CRM records, meeting AHT and CSAT targets, and escalating complex issues. Freshers are trained on process scripts, accent neutralisation, and compliance before going live on calls.

Role and Technical Knowledge

1. 1

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

   Mention taking inbound or outbound calls, resolving customer issues, updating CRM, following scripts, and meeting targets like AHT and CSAT.

2. 2

   What is AHT and why does it matter in a voice process?

   AHT is Average Handling Time, the average duration of a call including talk, hold, and after-call work. It matters because it affects queue management and cost.

3. 3

   What do you understand by CSAT and how can a voice agent improve it?

   CSAT is Customer Satisfaction score from post-call surveys. Improve it by listening fully, showing empathy, giving clear solutions, and confirming resolution.

4. 4

   What is the difference between inbound and outbound voice process?

   Inbound means customers call you for support or queries. Outbound means you call customers for sales, follow-ups, or feedback. Both need strong communication and process knowledge.

Practical Scenarios

1. 5

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

   Stay calm, let them speak, acknowledge the issue, apologise sincerely, check the order status, give a clear timeline, and confirm if they need anything else.

2. 6

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

   Politely ask them to repeat or speak slowly, paraphrase what you understood, and if needed transfer to a language-specific queue without making them feel bad.

3. 7

   You are close to breaching AHT but the customer needs more help. What is your approach?

   Prioritise resolution over speed, summarise the issue, offer a callback if needed, and inform your team lead. Explain that quality and compliance matter more than just hitting AHT.

4. 8

   A customer asks for information you are not authorised to share. How do you respond?

   Follow the process script, politely say you cannot share that, offer the correct channel or escalation, and log the interaction without breaking compliance.

Communication and Voice Skills

1. 9

   Please introduce yourself in English.

   Keep it 60 to 90 seconds, cover name, education, location, relevant skills, and why you want this voice process role. Speak clearly and avoid filler words.

2. 10

   How would you read this short passage aloud with correct pronunciation and pauses?

   Read slowly, pronounce word endings clearly, pause at commas and full stops, and keep a neutral tone. Avoid rushing or monotone delivery.

3. 11

   What does voice modulation mean and why is it important on calls?

   Voice modulation is varying pitch, pace, and volume to sound warm and confident. It keeps the customer engaged and prevents sounding robotic or rude.

4. 12

   How do you handle a silent customer on the call?

   Ask a gentle open question, summarise what was discussed, check if they are still on the line, and avoid long silence. Use hold only with permission.

Behavioural and HR Questions

1. 13

   Are you comfortable with rotational shifts and night shifts?

   Answer honestly. If yes, mention you have thought about transport and sleep routine. If no, state your preferred shift clearly without being negative.

2. 14

   Why do you want to join a BPO voice process as a fresher?

   Talk about communication growth, customer exposure, learning process and tools, and career path to SME or team lead. Avoid saying it is only for money.

3. 15

   Tell me about a time you handled a difficult person or situation.

   Use a simple STAR structure: situation, task, action, result. Show patience, clear communication, and a positive outcome.

4. 16

   Where do you see yourself in two years in this company?

   Show realistic growth: becoming a subject matter expert, quality analyst, or team lead. Mention improving metrics and helping new joiners.