Teleperformance Interview Questions, Process, and Tips

Q1. What do you know about customer service
Ans. 
Customer service involves providing assistance and support to customers before, during, and after a purchase.
• Customer service is about meeting the needs and expectations of customers

• It involves effective communication and problem-solving skills

• Providing timely and accurate information to customers is crucial

• Handling complaints and resolving issues in a professional manner is key

• Building positive relationships with cust
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Q2. How can you handle an angry customer
Ans. 
I would listen to their concerns, empathize with their situation, remain calm, and offer a solution to resolve the issue.
• Listen actively to the customer's concerns without interrupting

• Empathize with the customer's situation and show understanding

• Remain calm and composed, even if the customer is being aggressive

• Apologize for any inconvenience caused, regardless of fault

• Offer a solution to resolve the issue, such as a re...read more
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Q1. Introduce yourself
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Q2. What is a BPO? Why do you want to join us?
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Q1. Introduce yourself
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Q2. How to handle an irrated customer?
Ans. 
Listen actively, empathize, apologize, offer solutions, and follow up.
• Listen to the customer's concerns without interrupting.

• Empathize with the customer's emotions and show understanding.

• Apologize for any inconvenience caused, even if it wasn't your fault.

• Offer solutions to resolve the issue and make the customer happy.

• Follow up with the customer to ensure their satisfaction and build trust.
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Q3. What is the difference between iPhone and Android phone?
Ans. 
iPhone runs on iOS while Android phones run on the Android operating system.
• iPhone runs on iOS developed by Apple while Android phones run on the Android operating system developed by Google.

• iOS is known for its closed ecosystem and seamless integration with other Apple products.

• Android offers more customization options and a wider range of device choices from different manufacturers.

• iPhone tends to have a more streaml...read more
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Q1. Tell me about your profile summary in 5 minutes
Ans. 
Experienced team manager with a proven track record of leading successful teams to achieve goals and exceed expectations.
• Led a team of 15 sales representatives to exceed quarterly targets by 20%

• Implemented new training program resulting in 30% increase in employee productivity

• Strong communication and problem-solving skills

• Ability to motivate and inspire team members to reach their full potential
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Q2. How to handle conflict management between employee's
Ans. 
Conflict management between employees requires active listening, empathy, and effective communication.
• Encourage open communication to address issues early on

• Listen to both sides of the conflict without taking sides

• Find common ground and work towards a mutually beneficial solution

• Provide training on conflict resolution techniques

• Follow up to ensure the resolution is effective
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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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