1. Could you tell me about yourself and describe your background in brief?

“Thank you for the opportunity. I’m April Mae B. Atole. You can call me April. 25 years of age. Currently residing in
Caloocan City. I would characterize myself with the following words: responsible, passionate, humble and friendly. I can
work and submit the task within the given time. I’m passionate when doing whatever task is given to me. Friendly, making
friends is easy with me. I can approach and collaborate with my co-workers. Humble, I always love to learn things from
those who are more experienced than me .”

2. How did you hear about this position?

“I learned about the position through Employee Referral program. Ms. Evangeline Calingasan referred me. The required
qualifications/skills match well with the skills I have, and it seems like a great opportunity for me to contribute to your
company, as well as a great next move for my career.”

3. What type of work environment do you prefer?

“I prefer a good and fast-paced work environment because they make me feel like I’m always learning and growing, but I
really thrive when I’m collaborating with team members and helping people reach a goal as opposed to competing.

4. How do you deal with pressure or stressful situations?

Example: “I realize stressful situation are always going to come up, and I definitely have had to learn how to navigate
them throughout my career. I think I get better at it with every new experience. I may have defaulted to panicking in that
situation, so being calm and collected was definitely a step forward and helped me approach the situation with more
clarity.”

5. Do you prefer working independently or on a team?

I enjoy a blend of the two. I like having a team to strategize with, get diverse opinions from, and reach out to for feedback.
But I am also comfortable taking on assignments that require me to work independently. I find I do some of my best work
when I can focus alone in a quiet space, but I really value collaborating with my teammates to come up with the best ideas.

6. When you’re balancing multiple projects, how do you keep yourself organized?

“I’m used to juggling projects at my current job where I’m often moving between coding one software program to another.
I use the timeboxing technique to make sure they’re all on track, allocating time on my calendar for certain tasks. It really
helps me prioritize what needs to get done first, and it holds me accountable for the more repetitive day-to-day tasks I’m
responsible for.”

7. What did you do in the last year to improve your knowledge?

“The extra time on my plate really allowed me to get introspective around where I want to take my career. I read a lot of
journals to keep abreast of the latest ideas in my field, and sharpened my skills by taking some online courses, such as…”
(and then be specific).

“Like everyone else, I, too, gained some time last year from not having to travel two hours a day to and from work. I
decided to spend my time on things I love. So I got back to learning how to play the guitar and journaling. I feel it brought
me closer to myself and has been really great for my mental health and productivity.”

8. What are your salary expectations?

“Based on my skills and experience and on the current industry rates, I’m looking at a salary around $____”

9. Are you applying for other jobs?

“I’ve applied to a couple of other firms, but this role is really the one I’m most excited about right now because…”
1) What is BPO? It’s Meaning & Full Form

BPO is abbreviated as Business Process Outsourcing. When a company wants its non-core work to be done by an expert at
cheaper costs, then they easily outsource their work to another country, which is called Business Process Outsourcing.

2) What are the major BPO sectors for outsourcing?

The major BPO sectors for outsourcing are:

 IT and Communication
 Medical and health services
 Insurance
 Finance

3) Why working in night shifts is important?

Night shift is important because:

 BPO business operates through the night can produce more volume and meet the demand of the market.
 Night shift is necessary to match the working hours of foreign countries.

4) What is the main difference between onshore and offshore outsourcing?

The main difference between onshore and offshore outsourcing is:

Onshore outsourcing can be defined as anything outsourced nearby the country, whereas Offshore outsourcing can be
defined as a project or work allotted outside the country, which is not nearby.

5) What are inbound and outbound call centers?

Inbound call centers will only receive calls, while outbound call centers will place calls. In the general inbound call, centers
function as the company’s service department while outbound handles the service department.

6) What are the advantages of BPO?

The advantages of BPO are:

 It improves productivity and human resource.

 BPO can be adopted to cope up with the changing demand of customers.
 It enables call center owners to utilize the latest technology at a lower cost.
 It helps any company to focus on core business areas.

7) What are the disadvantages of BPO?

The disadvantages of BPO are:

 There can be a communication gap between customers and companies.

 The Time zone difference between the two companies creates a problem in calling.
 The company may sometimes feel a loss of control in customer service.
8) What is the difference between KPO and BPO?

The difference between KPO and BPO is:

KPO BPO

The full form of KPO is Knowledge Process Outsourcing. The full form of BPO is Business Process Outsourcing.

It requires an understanding of the business. It requires basic computer and communication skills.

Services in KPO include legal services, market, and business Services in BPO include technical support, customer care,
research, etc. sales, telemarketing, etc.

Involvement with the client is low. Involvement with the client is high.

9) What are the different types of BPOs?

BPOs are segmented into five different categories.

 Administrative department: It makes sure the smooth information flow from one part to another.
 Purchase department: It ensures the supply of products, production equipment.
 Selling department: This department promotes business growth and client retention.
 Call center: It ensures effective customer service.
 Back office: Ensures the perfection of data and process management tasks.

10) Why companies outsource?

Here, are reasons for outsourcing by companies:

 Outsourcing saves costs.

 Companies can focus on core activities.
 An organization can get quality work done by the experts in a specific domain

11) What is BPM?

BPM stands for Business Process Management. It is a management approach that focuses on optimizing organization
operations to increase client satisfaction.

12) What is the call center?

A call center is a customer care center where phone calls are handled in large numbers.

13) What is the scope of BPO in the current market?

In a situation where companies failed to survive in the market, BPO has achieved a milestone in an economic crisis.
It helped to reduce the unemployment rate marginally in developing countries.

14) What are the popular or common software products used in BPO industries?

The popular or common software products used in BPO industries are 1) CRM software, 2) HRM software, and 3) ERP. This
software helps them to manage the day to day activities, employees, customers, etc.

15) Explain important elements of BPO

This is a commonly asked BPO job interview question. Important elements of BPO are:

 Customer integration services: It includes Marketing, order processing, customer support, etc.
 Back office transactions: It involves logistic activities, warehouse management, etc.
 Software operations: This includes application development and testing, implementation services, etc.
 Finance services: It involves Account payables, account receivables, auditing, and more.
 Knowledge services: This element contains payroll service, workforce training, etc.
 HR services: This BPO element includes data analytics, data mining, customer feedback, and many more.

16) What are the different types of RPO?

Different types of RPO are:

On-Demand RPO: It provides support during the recruitment cycle of a business.

Short term RPO: It is a process of the increasing team as when needed.

Point of service RPO: This type of RPO is an implementation of the recruiting process.

Full Cycle RPO: It is a way of performing the recruiting cycle within a targeted area of business.

Long term RPO: It is a management of end to the end recruitment process.

17) Why computer skills are important for a BPO job?

Most of the time, the interviewer usually asks for basic computer skills, but if the job demands more computer work, they
will hold a practical test to check your computer skills.

18) List the important documents needed to get the response from the vendor before outsourcing?

Important documents needed to get the response from a vendor after outsourcing are: 1) Request for information, 2),
request for a quote, and 3) request for tender, etc.
19) Why is career opportunity for non-voice BPO better than voice BPO?

In both types of BPO, the opportunities are the same, but it depends more on an individual’s interest and personality.
Once you gain expertise in the work, you can quickly head toward the management or support side.

20) What is Insourcing?

Insourcing is a contradictory term of outsourcing. In this work sourcing type, instead of outsourcing various work to
vendors, they insource within the organization.

21) How to handle customers in an inbound or outbound process?

In the inbound process, the customer must feel comfortable with a calm conversation tone. The outbound process
requires a more convincing and advertising pitch to grab the attention of the client.

22) Did you learn anything new recently which can be helpful to BPO’s?

Knowing additional language apart from English is always beneficial in BPO’s. A person who wants to work in BPO can
learn any other foreign language such as French or Spanish. It always gives you more chances of securing jobs in BPO’s.

23) What is ISO:9000?

ISO:9000 is a standard of mapping quality for the company. Most of the BPO companies have accepted ISO:9000 as the
benchmark for the quality of service they offer.

24) What are the job activities you have to maintain in BPO?

The main activity in a BPO is to handle the customer’s queries effectively and satisfactory. You also to coordinate well in a
team to offer the best service possible to the customer.

25) What is co-sourcing?

Co-sourcing is neither insourcing nor outsourcing. In this outsourcing type, some part of work is done by the organization,
and other work is done by the vender. In the night shift, all the business work is done by the organization.
26) What are the important types of outsourcing?

Types of outsourcing are: 1) onshore outsourcing, 2) offshore outsourcing, and 3) nearshoring.

Outsource

27) Define professional outsourcing

Professional outsourcing can be defined as a specialized service like legal, accounting, purchasing, administrative support,
IT, etc.

28) Define multi outsourcing

Multi outsourcing is outsourcing that can be applied to any business area. It is generally used when referring to IT services
and outsourcing.

29) List the types of BPO services

The types of BPO services are 1) Horizontal and 2) Vertical.

30) What are the services which come under voice support?

The services that come under voice support are:

 Call Center Services

 BPO services
 Outbound service
 Legal process outsourcing
 Technical support services
 Healthcare BPO services
 Customer service outsourcing
  Inbound service
 Telemarketing services

31) Mention the services that come under non-voice support

The services that come under non-voice support are:

 Chat Support Services

 Data Entry Services
 Email Support Services

32) List inbound call center services

 Inbound sales
 Technical support services/help desk services
 Customer support/service
 Order booking/order processing

33) What is back-office outsourcing?

An organization that decides to outsource the internal process of its working is known as back-office outsourcing.

34) What is front office outsourcing?

Front office outsourcing can be defined as a service that is related to customer care.

35) What is an automatic call distribution?

Automatic call distribution is software that answers calls and routes them to a particular department in the organization.

36) Explain voice-based BPO’s

Voice-based BPO is a business where the employees are needed to talk to the clients. It can be for support or sales.
37) What is nearshore outsourcing?

Nearshore outsourcing the business project that is granted to the neighbouring country to be completed.

38) What is LPO?

LPO stands for Legal Process Outsourcing. It is a process of organization that outsources every legal work to other legal
organizations.

39) Explain the webchat process?

Web chat process is a method of communicating with the customer in the call center via chat heads on the website.

40) What is IT outsourcing?

IT outsourcing refers to business searching for technology-related resources outside the company. It is required for
functions like maintenance, support, infrastructure, and software development.

41) Define manufacturer outsourcing

Manufacturer Outsourcing is the most common outsourcing service. It involves an organization with industry-specific
production of goods.

42) What is process specific outsourcing?

Process-specific outsourcing can be defined as a particular outsourcing operation related aspect to units or organizations
that specialize in them.

43) What are the activities involved in BPO?

The main activity required in a call center is to handle the queries of the client effectively. It also includes coordination with
a team to offer a good service to the client.
44) What are the risks associated with BPO?

The major risk associated with BPO is that personal information of customers can be leaked.

45) How to improve customer satisfaction?

The customer service can be improved by:

 Offering proactive service for a customer.

 Studying both compliments and complaints.
 Providing multi-channel support.

46) How are call centers related to BPO?

A call center is one of the first processes in a business that is openly outsourced.

47) What is Procurement Business Process Outsourcing?

Procurement BPO is the provision of the business function. It is a facility of the purchasing department of one organization
by another organization.

48) What is horizontal BPO?

Horizontal BPO services typically offer functional centric outsourcing facility and traditional back-office services.

49) What is vertical BPO?

A vertical BPO mainly focuses on providing functional services in a limited number of industry domains.

50) What is reshoring?

Reshoring can be defined as a way of returning the manufacturing and production of goods to the organization’s original
country.
51) Explain the non-voice process

The non-voice process is a subsection of BPO in which employees sit behind a desk and fulfill the duties the client might
not see. It includes email support, chat support, or back-office tasks.

What do you know about healthcare?

A healthcare account in BPO is a type of work that involves providing healthcare services or skills to an external
client. Some examples are medical billing, insurance processing, and patient care.

Cardinal Health, Inc. is an American multinational health care services company, and the 14th highest revenue generating company
in the United States. Headquartered in Dublin, Ohio, the company specializes in the distribution of pharmaceuticals and medical
products, serving more than 100,000 locations. The company also manufactures medical and surgical products, including gloves,
surgical apparel, and fluid management products. In addition, it operates one of the largest networks of radiopharmacies in the U.S.
Cardinal Health provides medical products to over 75 percent of hospitals in the United States.

1. How would you handle a situation where your team is struggling to meet deadlines and expectations?

This question can help the interviewer determine how you handle challenges and motivate your team to achieve goals. Use
examples from past experiences where you helped a team overcome obstacles or meet deadlines.

Example: “In my last role, I had a team of five people who were responsible for shipping thousands of products each day. One day,
we encountered an issue with our inventory system that caused us to ship out some incorrect items. This resulted in customers
returning the product, which meant we had to send it back to our warehouse to be fixed before sending it back out again. The entire
process took about two weeks, but I worked with my team to ensure they could still meet their daily shipment quotas while also fixing
the problem. We all stayed late one night to get everything shipped out so we wouldn’t have any delays.”

2. Can you tell me about a time when you had to deal with a difficult customer or client?

This question can help the interviewer understand how you handle conflict and challenging situations. Use examples from your
previous work experience to highlight your problem-solving skills, communication skills and ability to remain calm under pressure.

Example: “In my last position as a sales associate at a department store, I had a customer who was upset because she couldn’t find
what she wanted in our inventory. She became increasingly frustrated with me and other associates when we didn’t have her desired
product. I calmly explained that we were out of stock on that item but offered her an alternative. She accepted it and left the store
satisfied.”

3. What do you think makes for a good manager/leader?

This question can help the interviewer get to know your management style and how you would approach leadership in this role.
When answering, it can be helpful to think about what makes a good manager for you personally and share those qualities with the
interviewer.

Example: “I think that a good leader is someone who is able to motivate their team members while also being open to feedback from
them. I believe that leaders should be empathetic to the needs of their employees and create an environment where people feel
comfortable sharing ideas and concerns. As a leader, I want my team to feel supported and valued so they can do their best work.”

4. Tell us about an area of healthcare that you are passionate about.

This question is a great way to show your passion for healthcare and the industry. It also allows you to share some of your
knowledge about an area that may not be common knowledge. When answering this question, it can be helpful to choose an area
that aligns with the job description or company values.

Example: “I am passionate about mental health in the workplace. I believe that having a mentally healthy workforce leads to better
productivity and overall success. In my last role as a human resources manager, I implemented a program where employees could
take time off work if they felt overwhelmed by stress or anxiety. We also offered free counseling sessions to all employees. The results
were amazing, with employee turnover dropping by 50%.”

5. Describe your experience working in a fast-paced environment, how did you adapt to it?

Working in a fast-paced environment is common for many healthcare professionals. Employers ask this question to make sure you
can adapt to their company’s work pace and ensure your experience will be positive if they hire you. In your answer, explain how
you handle working quickly and efficiently. Share an example of a time when you had to adapt to a new situation or change in the
workplace.

Example: “I have worked in a fast-paced environment before, so I am used to it. When I first started my career as a nurse, I was
thrown into a busy emergency room where I had to learn how to adapt to the high volume of patients. It took me some time to get
used to the speed of the job, but now I feel confident in my ability to work at any pace.”

6. What was the last project you worked on?

This question can help the interviewer get a better idea of your skills and abilities. It also helps them understand what you’re most
passionate about in your career. When answering this question, it can be helpful to mention something that was challenging but
rewarding.

Example: “The last project I worked on involved helping my team develop new ways to track inventory levels. We were able to use
our findings to create an app that helped employees keep track of their inventory. This allowed us to reduce errors and increase
efficiency. The project took several months to complete, but we all felt proud of the results.”

7. Why do you want to work at Cardinal Health?

This question can help the interviewer get to know you better and understand why you are a good fit for Cardinal Health.
When answering this question, it can be helpful to mention specific aspects of the company that interest you or how your
skills and experience align with their job description.

Example: “I want to work at Cardinal Health because I am passionate about helping people stay healthy. In my previous
role as a nurse, I saw firsthand how important it is to have access to affordable healthcare. Cardinal Health’s mission
statement resonates with me, and I think I would be an excellent addition to the team.”

8. Do you have any experience working in a warehouse setting?

Cardinal Health is a pharmaceutical company that operates warehouses across the country. The interviewer may ask this
question to learn more about your experience working in a warehouse setting and how it relates to Cardinal Health’s
operations. If you have previous warehouse experience, share some of your responsibilities with the interviewer. If you
don’t have any warehouse experience, consider discussing another type of work environment where you had to perform
similar duties.

Example: “I worked as a forklift operator for three years at my last job. I was responsible for moving pallets of inventory
from one location to another within the warehouse. I also performed quality checks on each shipment before sending
them out to customers.”
10. What do you think will be some of the biggest challenges facing the healthcare industry over the next few years?

This question can help the interviewer get an idea of your understanding of current issues in healthcare. It also helps them
determine if you have any unique ideas for overcoming these challenges. When answering this question, it can be helpful
to mention a few specific challenges and how you would approach solving them.

Example: “I think one of the biggest challenges facing the healthcare industry is patient satisfaction. Patients are
becoming more aware of their rights when it comes to healthcare, which means they expect higher quality care at lower
costs. I believe that hospitals need to focus on improving communication with patients so they feel like they’re being
heard. This could include things like providing clear explanations of procedures or offering more personalized care
options.”

11. What are your thoughts on the current state of the pharmaceutical market?

This question can help the interviewer get a better sense of your knowledge about the industry and how you feel about it.
It’s important to be honest in your response, but try to focus on positive aspects of the market as well.

Example: “I think the pharmaceutical market is an exciting place right now because there are so many new developments
happening every day. I’m excited to work for a company that supports research and development initiatives, which helps
ensure we’re always offering our customers the best products possible. There are also some challenges facing the
market, such as rising costs and regulations. However, I believe Cardinal Health has done a great job at navigating these
issues.”

12. Describe your leadership style.

This question can help the interviewer determine how you would lead a team at Cardinal Health. Your leadership style is
an important part of your overall personality, so it’s important to be honest about what type of leader you are and why.

Example: “I believe in being a strong but compassionate leader who empowers my team members to succeed. I like to
give my employees plenty of autonomy when they’re working on projects, as long as they stay within the parameters
we’ve set for ourselves. This allows them to feel more confident in their work and gives me the opportunity to provide
feedback and guidance where necessary.”

13. In what ways has your past experience prepared you for this role?

This question can help the interviewer understand how your past experience relates to this role. Use examples from your
resume or cover letter that highlight skills you have developed in previous roles and explain how they will be beneficial for
this position.

Example: “My previous experience as a pharmaceutical sales representative has prepared me for this role because it
taught me how to communicate with customers, build relationships and develop marketing strategies. These are all
valuable skills I can use to promote Cardinal Health’s products and services to healthcare professionals.”

14. Are you comfortable dealing with potential safety hazards like heavy machinery?

This question is a way for the interviewer to assess your ability to work in an environment that requires you to be aware of
potential hazards. Your answer should show that you are willing to take precautions and follow safety protocols.

Example: “Yes, I am comfortable working with heavy machinery as long as I have been properly trained on how to use it.
In my last position, I worked with large machines that required me to lift and move boxes weighing up to 500 pounds. I
always made sure to ask for help when needed and followed all company policies regarding lifting and moving objects.”

15. What are some of your weaknesses?

Employers ask this question to learn more about your personality and how you view yourself. They want to know that you
are self-aware, but they also want to see what weaknesses you have so they can determine if they’re a problem for the
company. When answering this question, be honest and try to focus on weaknesses that aren’t too serious or important.
 Example: “I am very organized, which is great in my current role, but I sometimes get overwhelmed when there’s a lot of
work to do and not enough time to do it. This has happened only once at my previous job, but I learned from the
experience and now make sure to plan ahead better.”

16. What kind of management style do you think works best for a software development team?

This question can help the interviewer get an idea of how you would manage a team at Cardinal Health. Your answer can
show them your leadership skills and ability to collaborate with others. Think about what management style you’ve seen
work best in the past, or consider what kind of leader you want to be.

Example: “I think that a democratic management style is most effective for software development teams because it allows
everyone on the team to have a voice. I also believe that this style encourages collaboration among team members,
which can lead to more innovative solutions. In my last role as a developer, I used this style when working on projects. My
teammates and I were able to come up with some great ideas together.”

17. Give an example of a time when you made a mistake and how you handled it.

Interviewers ask this question to learn more about your problem-solving skills and how you react when things don’t go as
planned. When answering, focus on the steps you took to resolve the issue and what you learned from it.

Example: “When I was working in a hospital setting, I had a patient who needed a specific medication at a certain time of
day. Unfortunately, I forgot to give them their medication one morning, which caused them to have an allergic reaction. I
immediately apologized to the patient and explained that it would never happen again. The patient understood and
appreciated my honesty. From then on, I made sure to write down all medications I administered so I could keep track of
them.”

18. If hired, how do you plan on contributing to our company’s growth?

This question is an opportunity to show your knowledge of the company and how you can help it grow. Cardinal Health
has a history of growth, so this is an important question for them. Use examples from your past experience that highlight
your ability to contribute to a growing organization.

Example: “I believe my communication skills are one of my greatest strengths. In my last role, I was able to communicate
with multiple departments about new procedures and changes in workflow. This helped us streamline our processes and
increase efficiency. If hired, I plan on using these same communication skills to collaborate with other employees and
share ideas for Cardinal Health’s continued success.”

19. What do you consider to be your greatest strength?

Example: “I consider my ability to work well under pressure to be my greatest strength. I am always prepared for any
situation, which helps me stay calm when things get hectic. In my last role, I was responsible for managing inventory
during the holiday season. It was a very busy time of year, but I stayed organized and managed to keep up with all of my
tasks.”

 I want to work for Cardinal Health because I admire your mission of improving the lives of patients and
healthcare providers. I believe I can contribute to your success with my skills. I believe cardinal health is where
you can be just yourself. We deserve to work in a place where we can bring our best selves every day. They will
help you reach your personal and professional goals.