Wipro Senior Customer Service Representative Interview Questions and Answers for Experienced

Q1. HR Asked about your experience and your Introduction. Basically they check our communication skills.
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Email Writing and Aptitute test.

Q1. This is a Manager round, He will ask your Introduction and your experience.
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Q1. HR asked me about my past experiences and desired salary
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There were number of question in apptitude test based on different case study.

Q1. One on one round with operation manager
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Q1. Best question was asked by hr that was have you ever faced critical time while working with last organization
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Q2. Why do you want to join only this organization
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Q3. What is your strength and weakness and directive it
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Q1. What are your salary expectations?
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Q2. What is your family background?
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Q3. Share details of your previous job.
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Q4. Why are you looking for a change?
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Q5. Tell me about yourself.
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Q1. What do you understand by customer service? How would you handel an irritate customer? Where do you see in 5 years? What was the reason to leage your previous job? Are you flexible with Shift timings and ...read more
Ans. 
Customer service is the act of providing assistance and support to customers before, during, and after a purchase.
• Active listening and empathy are key skills in handling an irritated customer

• Apologize for the inconvenience caused and offer a solution to their problem

• Stay calm and professional, even if the customer is being rude or aggressive

• In 5 years, I see myself in a leadership role within the company

• I left my previ...read more
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Q1. Typing test minimum 40wpm Dual cuncerrncy on chat and good grammar and accent on calls.
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Q1. Almost same as TL round...
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Assignment is very much tough and versant test is there

Q1. Metrics in bpo which there is kpi Score card
Ans. 
Metrics in BPO are key performance indicators (KPIs) used to measure the performance of customer service representatives.
• KPI Scorecard is a tool used to track and measure the performance of customer service representatives in a BPO setting.

• Common metrics in BPO include average handling time, first call resolution rate, customer satisfaction score, and call abandonment rate.

• KPI Scorecard helps in identifying areas of im...read more
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Check your listings knowledge via robotic phone call

Q1. Need to talk fluently in English
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