Teleperformance
Great Learning Interview Questions and Answers
Q1. Attrition and shrinkage explain
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 and profitability.
Implementing strategies to reduce attrit...read more
Q2. What are your Kpi?
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
Q3. How you will drive performance
I will drive performance by setting clear goals, providing regular feedback, offering training and development opportunities, and recognizing achievements.
Set clear and achievable goals for team members
Provide regular feedback on performance and areas for improvement
Offer training and development opportunities to enhance skills
Recognize and reward achievements to motivate team members
Implement performance metrics to track progress and identify areas for improvement
Q4. Aht formula with nps csat
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 interaction or experience. It is usually calculated by as...read more
Q5. Explain BPO KPIs
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 efficiency and effectiveness.
BPO KPIs are often used to set...read more
Q6. Shrinkage formula
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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