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I just recently published my article about the BPO industry because I think it's a misunderstood kind of industry. We received criticisms and mockery about our job from those who do not have any knowledge about it at all. Those who failed the hiring process were the most bitter of all.
The hiring and training processes of the Call Centers are unique and world-class. As per my experience, there is no such thing as "Padrino" or "backer system" in the BPO.
The very first interview is all about yourself. Sometimes, the interviewer will ask for some details about you that are not in your resume. This is to gauge not only your communication skills but also your preparedness for the interview. While you're talking about yourself, your characteristic and attitude are being evaluated. They will then see if your character aligns with the company's values.
Some people fail early at this stage. The famous line, "I'm sorry but I found some challenges on your A, E, I, O, Us and the P and F, V and B, etc." is delivered at this phase.
Better luck next time.
If you've passed the initial interview, the second one will be about your skills. It's to check whether or not you have the potential for the role you're applying for. So if you've applied for a Technical Support role, you will be asked some technical questions like the Internet, the computer, the kind of Internet connections, what is 5G, etc. The rule of thumb is to answer as much as you can but don't be shy to say that you don't know the answer.
Some other companies will also check your English proficiency by short examinations/quizzes, essays, and email correspondence. If you're aiming for a Customer Service Representative spot, you'll be asked what was the most challenging experience you've handled. Or how you turned around a bad experience into a positive one.
You will also be queried on how much you're expecting for your salary or compensation. If you've set an amount they can't afford and see you as unfit because of your failing exam scores, you might not make it. But if you're doing well in the interviews and written exams, they might just give you more than what you've asked for. They don't just give credit to your exam results, they'll also consider your years of experience in your previous companies.
The third round might be an interview with the Team Lead/Team Manager or Operations Manager. This is just a formality for some companies- it means that you made it. But other companies are more strict. This round might be for Versant Or Berlitz.
Versant and Berlitz are automated English tests. They measure a person's performance using the English language in a conversational manner. Most of the interviewees won't make it to this stage.
If there's no English language test, there might be a mock call or a call simulation. You will be given a scenario and you need to resolve a problem. The resolution is up to you. It's a test of your professionalism and friendliness. If you have voice experience, you might get lucky. I frequently fail on this part.
Once you've passed all the interviews and assessments you will be then asked to sign some documents. It contains your salary and allowances, your benefits, your training and orientation schedules, and your medical examinations.