Accenture IT Analyst Interview Questions, Process, and Tips

Interview preparation tips for other job seekers - Research well on the position you have applied for and try to have a good command of fundamentals. Be confident. Remember nobody expects you to be an encyclopedia and answer everything.

Round: HR Interview
Experience: I guess he was trying to test how I would handle unexpected questions.
Tips: Keep your cool.

Round: Case Study Interview
Experience: Approach:
Q. What is the call centre for? Is it only for customer complaints or is it also for booking?
The call centre is for handling customer complaints and post booking transactions such as re-scheduling, cancellations etc.. It is not used for booking.
Q. Apart from the complaints about waiting time, is there any other objective that I need to be aware of?
No. Focus only on the waiting time.
Q. Have the customer complaints been validated?
Yes. The waiting time has indeed gone up.
Q. Now I want to look at demand side. Is there an increase in number of callers?
No
Q. ls there a change in the average time spent per customer.
No
Q. Has there been a change in the variability in number of incoming call?
No
Q. Has there been a change in the variability in time per call?
No
Q. Is there any seasonality in demand?
There is, but not relevant for period we are discussing.
Q. OK. Now looking at the Supply side. Has there been any change in average number of people working on shifts?
No
Q. Has there been a change in the Number of shifts per day?
No
Q. Has there been a change in the duration of a shift?
Yes. Last month, shifts were changed from 9 hours shifts to 8 hours shifts.
Q. Has there been any measures taken to compensate for the reduction in shift timings?
No.
Tips: The candidate should understand the objective first and establish if there are any other objectives. Then the candidate should explain what approach s/he is looking at to look at the problem. In this case, the increase in waiting time indicates issue with the operations. The candidate can consider using the waiting time equation from the operation management course. However that may be difficult to remember and hence one can look at the drivers of demand and supply. Demand = No of callers per day * Average Time spent per customer * Seasonality Supply = Average No of call centre employees per shift * No of shifts * Duration of the shift * Efficiency in effective working hours per actual working hours Also need to consider demand and process variability. The demand variability is the variability in number of incoming calls and the process variability in the variability in the call time of each call. Ask questions about each of the drivers to understand where the issue lies. Summarize.

Skill Tips: The solution should be in a detailed way. Shouldn't arrive at the solution quickly. Each and every factor must be considered. Follow a systematic way of analysis.
Skills: Case Analysis
College Name: Indian School Of Business (ISB)