IKS Health AR Caller Interview Questions and Answers

Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record of leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. KIPs discussion
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Q1. Attrition and shrinkage explain
Ans. 
Attrition and shrinkage are common terms used in operations management to explain the loss of employees and resources.
• Attrition refers to the natural reduction in staff numbers due to resignations, retirements, or terminations.

• Shrinkage refers to the loss of resources such as inventory, equipment, or funds due to theft, damage, or errors.

• Both attrition and shrinkage can have a negative impact on operational efficiency ...read more
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Q2. Problem solving questions
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Q1. Tell me about your self
Ans. 
Experienced operations professional with a proven track record in leading teams to success.
• Over 5 years of experience in operations management

• Strong leadership skills with a focus on team development

• Implemented process improvements resulting in increased efficiency

• Excellent communication and problem-solving abilities
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Q2. Explain BPO KPIs
Ans. 
BPO KPIs are key performance indicators used to measure the success of operations in a business process outsourcing company.
• BPO KPIs are metrics used to evaluate the performance of various operations within a BPO company.

• Examples of BPO KPIs include average handle time, first call resolution rate, customer satisfaction score, and agent utilization rate.

• These KPIs help BPO companies track and improve their operational e...read more
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Q1. Tell me about yourself?
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Q2. What’s your favourite place in Chennai and why ?
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Q1. How you are doing SLA Management
Ans. 
SLA management involves monitoring and ensuring compliance with service level agreements.
• Define clear SLAs with stakeholders

• Monitor performance metrics regularly

• Identify and address any deviations from SLAs

• Implement corrective actions to improve SLA compliance

• Communicate with stakeholders to manage expectations

• Use technology tools for tracking and reporting

• Provide regular reports on SLA performance
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Q2. They are asking situational questions for capacity planner
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Q3. About previous experience in bpo domain
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Q4. How to calculate the quality
Ans. 
Quality can be calculated by measuring the conformance to requirements and customer satisfaction.
• Quality can be measured by evaluating the extent to which a product or service meets the specified requirements.

• Customer satisfaction surveys can provide insights into the quality of a product or service.

• Defect rates, error rates, and rework rates can be used as indicators of quality.

• Quality can also be assessed through fee...read more
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Q1. General introduction
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Q1. Tell me about yourself!
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Q2. What positive changes would you like to bring to the organization?
Ans. As a Team Leader in the BPO organization, I would like to implement several positive changes. Firstly, I'd focus on enhancing communication within the team and with clients, fostering a more transparent and collaborative environment. Additionally, I'd introduce ongoing training and skill development programs to ensure the team stays up-to-date with industry trends. Streamlining processes to increase efficiency, along w...read more
Answered by Jayeshkumar R Purohit
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Was all about speaking, reading , listening

Q1. Introduction and about Your roles
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Q1. There were many questions like roles and responsibilities, kpi , managing team , schedule adherence, driving of kpis, controlling shrinkage , controlling attrition
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Q1. Tell me about yourself
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They ask generic questions

Q1. Basics about yourself and experience and last drawn CTC
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Some web link test basic agree n disagree like amcat

Q1. What are your Kpi?
Ans. 
My KPIs include improving operational efficiency, reducing costs, increasing customer satisfaction, and meeting SLAs.
• Improving operational efficiency through process optimization

• Reducing costs by identifying cost-saving opportunities

• Increasing customer satisfaction by improving service quality

• Meeting SLAs by ensuring timely delivery of services
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Q2. Shrinkage formula
Ans. 
Shrinkage formula calculates the difference between expected and actual values.
• Shrinkage formula = (Expected Value - Actual Value) / Expected Value

• Used in operations to measure efficiency and accuracy

• Example: If expected production is 100 units but actual production is 90 units, shrinkage = (100-90)/100 = 0.1 or 10%
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Q3. Aht formula with nps csat
Ans. 
NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) are two common metrics used to measure customer satisfaction in operations.
• NPS is calculated by subtracting the percentage of detractors (customers who are unhappy) from the percentage of promoters (customers who are happy). The formula is: NPS = % Promoters - % Detractors.

• CSAT is a metric that measures the overall satisfaction of customers with a specific...read more
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Q4. Greviance handling
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