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Great Learning Interview Questions and Answers

Updated 22 Sep 2024
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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 and profitability.

  • Implementing strategies to reduce attrit...read more

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Q2. 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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Q3. How you will drive performance

Ans.

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

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Q4. 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 interaction or experience. It is usually calculated by as...read more

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Q5. 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 efficiency and effectiveness.

  • BPO KPIs are often used to set...read more

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Q6. 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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