September 7, 2021
How are you, friends? I am pretty sure it's raining cats and dogs elsewhere but I hope you're at home dry and comfortable.
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 application/hiring process:
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.
My advice for those who want to apply:
Research about the company you're applying for and the role that you're targeting
Make sure your resume is updated and professional-looking
Get plenty of rest and sleep the night before the interview
Practice speaking the English language in front of a mirror or with someone you're comfortable with
Eat enough on the interview day so you can focus on the process
Dress appropriately for the occasion. Semi-formal or casual attire will do.
Think positively. If you won't make it then there's something better for you.
Be mindful of your gestures during the interview. Make some eye contact with the interviewer.
Be honest about the reasons why you left your previous company but do not bad-mouth them.
I hope this sheds some light for those who are curious about the BPO's hiring process. I will share about the training process in my next article.
Have you tried applying to one of the BPO companies out there? How did it go? Leave your comment below and let's chat.
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Do check their stories guys!
I remembered applying twice in one company. The first time they said I wasn't qualified for I didn't finish school. Yet, they called me a few days later asking if I was still interested but I declined. I had already decided to work from home then. The next was many years after when they opened a job that I know I can do for it is somehow related to my current job then. The ad looked promising, better pay, better opportunity for it's a pioneer account. I was interviewed twice that same day. Me and another applicant were chosen among our group. However, upon discussing the compensation, the interviewer was honest enough to say that what was posted online was wrong. It was much lower than what they published. She was selling to us the fact that it's a pioneer account so there's great opportunity in terms of hierarchy perhaps but in terms of compensation, it's a long shot. So I declined.