Top 45 Wipro BPO Interview Questions and Answers

Wipro is a leading Indian multinational company headquartered in Bangalore, specializing in technology and consulting services. It offers various services ranging from information technology to business process outsourcing. Business process outsourcing services at Wipro include digital transformation, customer experience, and supply chain optimization. If you are preparing for a Wipro BPO interview, knowing what to expect in the interview process can make all the difference. This blog will explore Wipro BPO interview questions and answers to help you prepare to ace the interview. We’ll also walk you through the interview process so you can understand the difficulty level and plan your preparation accordingly.

Job Interview Process at Wipro

The Wipro interview process aims to assess the candidates’ technical and theoretical knowledge and overall alignment with the company culture. It includes three rounds: an online assessment, a technical interview, and an HR interview. 

1. Online Assessment: The first stage is an online assessment that tests a candidate’s aptitude, logical reasoning, and verbal abilities. This round may include basic coding or domain-specific problem-solving questions for candidates applying to technical roles. Performing well in this round is essential to progress to the next stage.
2. Technical Interview: The technical interview focuses on assessing job-specific knowledge related to the role. BPO job positions may involve questions about customer service, communication skills, scenario-based problem-solving, and an understanding of business process workflows.
3. HR Interview: The final round is the HR interview, where recruiters evaluate a candidate’s personality, career goals, adaptability, and cultural fit with Wipro. This round often includes questions about your background, work ethic, and willingness to work in shifts or under pressure.

Wipro BPO Interview Questions and Answers for Fresher Candidates

If you are a fresher preparing for a Wipro BPO interview, it is essential to understand the key concepts and commonly asked questions that interviewers use to assess your readiness. Here is a list of common Wipro BPO interview questions with clear answers to help you prepare confidently.

Q1. What is business process outsourcing?

Answer: Business process outsourcing (BPO) refers to contracting third-party vendors for specific business processes, such as finance, HR, or customer support, to reduce operational costs and focus on core activities.

Q2. What are the types of BPO?

Answer: Business Process Outsourcing (BPO) can be categorized based on location and the type of service provided.

1. Based on location, BPO is divided into three types:

• Onshore BPO involves outsourcing services to providers within the same country.
• Nearshore BPO refers to outsourcing to neighboring countries.
• Offshore BPO means hiring service providers from distant countries.
  

2. Based on services, BPO includes several types:

• Front-office BPO handles customer-facing services like sales, customer support, and technical help.
• Back-office BPO deals with internal HR, finance, and IT operations.
• Knowledge Process Outsourcing (KPO) involves outsourcing specialized, knowledge-driven tasks like research and analysis.
• IT-Enabled Services (ITES) include outsourcing IT-related functions to improve business processes.
• Legal Process Outsourcing (LPO) focuses on external legal services like contract drafting and legal research.
• Research Process Outsourcing (RPO) involves outsourcing market and data research tasks.

Q3. What is a service-level agreement (SLA)?

Answer: A service-level agreement (SLA) is a legally binding agreement between a service provider and a customer that outlines the terms and conditions of the service the provider promises to provide. It ensures both parties are aware of expectations regarding the service and the consequences if contractual terms are not met.  It specifies metrics like uptime, response time, resolution time, and other performance standards.

Q4. Explain a key performance indicator (KPI).

Answer:  A key performance indicator (KPI) is a measurable metric used to demonstrate an organization’s BPO efficiency and achievement of goals. KPI tracks progress, guide strategic actions, improve communication, enhance accountability, and helps make informed decisions. It can be curated to specific business needs and vary in scope, scale, and timeframe. KPI include revenue reports, customer satisfaction, website performance, productivity, and employee satisfaction. 

Q5. What is the average handling time (AHT)?

Answer: Average handling time (AHT) is a KPI metric for customer service and call centers. It measures the average time a customer service representative spends on a single customer interaction, from start to finish. This includes hold time, talk time, and any after-call work.

Q6. Briefly explain first call resolution (FCR).

Answer: First-call resolution (FCR) refers to a call center metric used to measure the percentage of customer issues resolved during the initial contact without follow-up calls or interactions.

Q7. Define turnaround time (TAT).

Answer: Turnaround time (TAT) is the total time it takes to complete a process, from initiation to completion. It is a metric that measures efficiency and responsiveness across various industries, such as pharmaceuticals, aviation, insurance, logistics, and steel.

Q8. What is the attrition rate in BPO?

Answer: The attrition rate in BPO refers to the percentage of employees who leave over a period. A higher attrition rate increases recruitment and training costs, disrupts service continuity, and impacts morale, making retention strategies vital. Attrition rates in BPO are generally between 30% and 40% annually, which is significantly higher than the industry average.

Q9. Define occupancy rate in BPO.

Answer: The occupancy rate in BPO refers to the percentage of time that customer service agents spend actively handling calls or performing productive tasks compared to their total available working time. It measures how efficiently agents utilize their time during their shifts. A higher occupancy rate means agents are busier, but excessively high rates can lead to burnout, so a balanced level is ideal for maintaining productivity and employee well-being.

Formula:  Occupancy Rate (%) = (Handling Time ÷ Available Time) × 100

Q10. Explain the abandonment rate.

Answer: Abandonment rate is a metric used to measure the percentage of users who start but fail to complete it, such as shopping carts, job applications, or a phone call. It emphasizes the step where users drop off and indicates potential issues in the process or user experience.

Q11. What is customer relationship management (CRM) in BPO?

Answer: Customer relationship management (CRM) in BPO refers to processes and software used by an organization to manage and improve its customer relationships. CRM tracks customer information, manages interactions, and improves customer service and loyalty.

Q12. What is interactive voice response (IVR)?

Answer: Interactive voice response (IVR) is an automated phone system that enables callers to interact with a computer without speaking to a live agent. They can use voice or keypad inputs to navigate options, access information, or complete transactions.

Q13. What is an automated call distribution (ACD) system?

Answer: An automated call distribution (ACD) system automatically routes incoming calls to the most suitable agent or queue based on criteria like skill set and availability. It enhances call distribution, minimizes wait times, and balances workloads for improved efficiency.

Q14. Define escalation.

Answer: Escalation is the process of forwarding an issue or complaint from a lower-level agent to a higher-level agent when the initial agent cannot resolve the problem.

Q15. Elaborate on workforce management (WFM)?

Answer: Workforce management (WFM) refers to the strategic process of managing and optimizing human resources to meet business objectives. It includes scheduling agents, forecasting demand, and managing performance, to ensure the correct number of agents with the right skills are available at the right time to handle customer interactions effectively.

Pro Tip: As a fresher, securing an internship at Wipro can significantly increase your chances of landing a full-time job after graduation. To improve your chances, actively participate in campus placement drives and showcase relevant skills or certifications in your resume. Check out the ‘How to get an internship at Wipro?’ guide for a complete guide.

Wipro BPO Interview Questions for Intermediate-Level Job Candidates

Interviewers expect a deeper understanding of BPO operations, metrics, tools, and best practices for intermediate-level job candidates. Here are some sample Wipro BPO interview questions and answers for candidates with three to five years of work experience:

Q16. What is shrinkage? How is it calculated?

Answer: Shrinkage is when employees are paid without actively working on customer interactions. It is calculated as a percentage of paid time not dedicated to productive work. The formula to calculate shrinkage is:

Formula: Shrinkage Percentage=(Non-Productive Time/Total Available Time)*100

Q17. What are the types of knowledge bases?

Answer: There are two types of knowledge bases in BPO:

• Internal Knowledge Base: The internal knowledge base provides employees with procedures, information, and practices to support their work.
• External Knowledge Base: The external knowledge base provides customers, partners, and the public with information.

Q18. Define MIS reporting and mention the examples of MIS reporting.

Answer: Management information system reporting means creating structured reports that analyse business data to support decision making. MIS reports include sales summaries, inventory reports, financial reports, HR reports, etc.

Q19. Explain the steps involved in the standard operating procedure (SOP).

Answer: A standard operating procedure (SOP) is a detailed set of instructions that outlines how a specific task or process should be performed within an organization. The steps in an SOP usually involve defining objectives, creating step-by-step instructions, considering safety and quality, reviewing and validating the SOP, implementing it, training personnel, and regularly reviewing and updating it.

Q20. What is robotic process automation (RPA)?

Answer: Robotic process automation (RPA) refers to leveraging technology to automate repetitive tasks, improving efficiency and reducing costs for BPO providers. BPO companies use RPA to streamline operations, enhance customer experience, and free human agents to focus on more strategic work.

Q21. Explain the Erlang C formula and its application in BPO staffing.

Answer: The Erlang C formula is used in BPO staffing to calculate the optimal number of agents to handle a given call volume and desired service level. It is applied to determine staffing needs, forecast call volume, optimize agent schedules, and measure service level performance.

Q22. What is the service level? How is it calculated?

Answer: Service level is a metric used to measure the efficiency of a call center or customer service team’s response to incoming requests, typically expressed as a percentage. The service level is calculated using the following formula:

Formula: (Number of answered calls within the target response time/ Total number of calls received)*100

Q23. Explain the importance of the occupancy rate.

Answer: The occupancy rate reflects a business’s performance and helps understand space utilization, which impacts revenue, profitability, and operational efficiency. A high occupancy rate indicates higher demand, and a lower occupancy rate indicates lower demand.

Q24. What is the average speed of answer (ASA)?

Answer: The average speed of answer (ASA) measures the average time an agent takes to answer a call once it’s in the queue. It is crucial for assessing efficiency and customer satisfaction. A lower ASA indicates quicker response times and better customer service.

Q25. How can FCR be improved?

Answer: First-call resolution (FCR) can be improved by focusing on agent training, streamlining procedures, leveraging technologies, and analyzing customer feedback. Other essential factors to strengthen agent FCR include defining goals, rewarding, and optimizing self-service.

Q26. Which models are commonly used in WFM?

Answer: Workforce Management (WFM) refers to the strategic process of managing and optimizing human resources to meet business objectives. Standard models used in WFM are strategic workforce planning, operational workforce planning, talent management, and the Erlang C model.

Q27. Define cost per contact. How to optimize it?

Answer: Cost per contact refers to the metric used to measure the total cost of each customer interaction, regardless of channel. Contact centers should reduce total costs and improve interaction efficiency to optimize the cost per contact.

Q28. Define quality assurance (QA), process, and key metrics.

Answer: Quality assurance (QA) is the systematic process that ensures a product or service meets specified quality standards and customer expectations. It involves establishing and implementing policies, procedures, and methodologies to monitor and improve quality. The QA process involves requirements analysis, testing, defect tracking and management, and process improvement. The key QA metrics are defect density, age, test coverage, test execution rate, test case effectiveness, and release quality.

Q29. Explain Six Sigma in a BPO context.

Answer: Six sigma in BPO refers to data-driven methodologies for improving processes, reducing defects, and increasing customer satisfaction. It focuses on a data-driven approach, process improvement, variation reduction, customer satisfaction, and cost reduction.

Q30. What is wrap-up time? How to optimize After-Call Work?

Answer: Wrap-up time, also known as After-Call Work (ACW), is the period immediately following a customer interaction when agents complete tasks like documenting the call, updating records, and preparing for the next call. To minimize time spent on these tasks, wrap-up time can be optimized by streamlining processes, utilizing technology, and improving agent efficiency.

Pro Tip: Communication skills are essential for non-voice roles. Practice clear written communication and familiarize yourself with tools like email etiquette and CRM platforms. To help you prepare, check out our Wipro non-voice process interview questions list.

Wipro BPO Interview Questions and Answers for Experienced Candidates

As a candidate applying for an experienced-level position, you should be familiar with several advanced BPO topics. To help you prepare, we have compiled a list of sample  Wirpo BPO interview questions for experienced candidates, covering a few important topics.

Q31. What is SLA in a BPO context? How do you monitor it?

Answer: In the BPO context, SLA refers to agreed-upon performance with the client to ensure consistent service quality, such as response and resolution times. You define SLA by negotiating metrics, then monitor them using a dashboard or automated tools that track real-time compliance. Regular service reviews and trend analysis help identify areas for improvement and maintain SLA adherence.

Q32. Explain the difference between inbound and outbound processes.

Answer: The main difference between inbound and outbound services is client interactions. Inbound processes handle incoming customer interactions like queries, complaints, or support requests via voice, email, or chat channels. On the contrary, outbound processes employ proactive outreach, such as sales calls, customer surveys, or follow-ups, to promote products or collect information. While inbound focuses on reactive support completeness, outbound emphasizes efficient dialing strategies, campaign management, and compliance with call regulations.

Q33. What is the importance of CRM?

Answer: CRM software centralizes customer data to deliver personalized support. It ensures agents have full context on every interaction, reducing handle time and boosting first-call resolution (FCR).

Q34. Explain the importance of average handling time (AHT).

Answer: Average Handling Time (AHT) is essential because it directly impacts efficiency and customer satisfaction. Optimizing AHT improves service speed and reduces costs, while careful monitoring ensures quality isn’t sacrificed. It also helps identify skill gaps and process inefficiencies.

Q35. What is ITIL? Explain its significance.

Answer: ITIL stands for Information Technology Infrastructure Library. It is a framework of best practices for IT management, aligning IT services with business needs. In the context of BPO, adopting the ITIL process ensures standardized workflows, predictable service delivery, and continuous improvement. ITIL’s service lifecycle model supports accountability, risk management, and quality assurance across outsourced functions.

Q36. Describe the ticketing system’s incident, problem, and change management processes.

Answer: In incident management, you log, categorize, prioritize, and restore regular service as quickly as possible. Problem management identifies root causes of incidents to prevent recurrence, using trend analysis and workaround documentation. Change management governs the planning, approval, and implementation of changes via RFCs, ensuring minimal disruption.

Q37. What is knowledge management? How is it used in daily operations?

Answer: Knowledge management captures, curates, and distributes solutions, FAQs, and best practices in a central repository. Agents consult the knowledge base during calls to provide accurate answers, reducing average handle time and training ramp-up. Continual review and updates ensure content remains relevant, driving consistency and first-contact resolution.

Q38. What role does RPA play in BPO?

Answer: Robotic process automation (RPA) uses software bots to handle repetitive tasks, such as data entry, form filing, and report generation, without human intervention. In BPO, bots can automate invoice processing by extracting vendor details from emails and updating ERP systems, cutting processing time and errors by over 70%.

Q39. How do you ensure data security and confidentiality in BPO operations?

Answer: We ensure data security and confidentiality in BPO operations by implementing strict access controls, using encrypted systems, signing Non-Disclosure Agreements (NDAs), and regularly training employees on data protection policies. We comply with regulations such as the Information Technology Act, 2000 (and its amendments), and international standards like ISO 27001. Regular audits, secure IT infrastructure, and restricted data access help safeguard sensitive client information and prevent breaches.

Q40. What is a ticket priority matrix? How do you set priorities?

Answer:  A ticket priority matrix in a BPO (Business Process Outsourcing) environment is a structured tool to categorize and prioritize customer service tickets based on their urgency and business impact. It helps support teams decide which issues should first to ensure timely resolution and maintain service quality. 

Priorities are set by assessing both the impact and urgency of the ticket. A typical process involves:

• Reviewing the ticket’s content carefully.
• Evaluating how many customers are affected and how severely.
• Determining how quickly a resolution is needed.
• Consulting predefined SLA (Service Level Agreement) guidelines to assign an appropriate priority.
• Communicating the priority clearly within the support team so resources can be allocated efficiently.

Q41. Explain the concept of a service catalog in the BPO service desk.

Answer: A service catalog is a centralized database listing active IT and business services available for request by end users. It functions as a ‘storefront’ where users browse predefined services and submit requests via self-service portals, streamlining fulfillment and automating workflows.

Q42. How does API integration enhance CRM platforms in a BPO?

Answer: CRM API integration connects the system with external applications via defined endpoints, ensuring real-time data sync of contacts, opportunities, and support tickets. This seamless connectivity automates repetitive tasks, eliminates manual entry errors, and provides agents with a single source of truth for faster, more personalized customer interactions.

Q43. What strategies help manage peak call volumes effectively?

Answer: To handle spikes in call volume, implement customer callbacks to defer non-urgent calls until agent capacity becomes available. Additionally, leverage intelligent routing to prioritize high-value or high-urgency calls. Utilize real-time dashboards to make intraday staffing adjustments. Deploying AI-driven voicebots to handle routine inquiries during peak periods ensures that agents can focus on more complex tasks.

Q44. How does BPO’s finance process ensure GAAP compliance?

Answer: BPO finance teams adhere to Generally Accepted Accounting Principles (GAAP) by following standardized rules for financial statement preparation, ensuring consistency, comparability, and transparency. It involves implementing strong internal controls, automated compliance-monitoring tools, and regular audits to detect and correct discrepancies. Thus, maintaining credibility with stakeholders and regulators is crucial.

Q45. Why is PCI DSS important for BPO call centers?

Answer: PCI DSS (Payment Card Industry Data Security Standard) mandates secure handling of cardholder data in call centres. It covers network security, encryption, and access controls to protect against breaches. PCI DSS compliance reduces fraud risk, builds customer trust, and avoids fines. 

Pro Tip: Research the specific role and requirements before applying at Wipro. Tailor your resume with keywords from the job description to make it ATS-friendly. For a step-by-step application guide, check out our blog on ‘How to Get a Job at Wipro?’.

Conclusion

A career in BPO can be a starting point for recent graduates from different fields. It will enhance your soft skills and prepare you for higher roles. Among various companies, Wipro offers jobs in the BPO domain. If you want to work with Wipro’s BPO sector, practice the commonly asked questions when applying for a job. This blog particularly explores the Wipro BPO interview questions and answers. The questions cover essential concepts, such as BPO fundamentals, metrics, technologies, best practices, and insights into the interview process. You can review these topics to be well-prepared and confident for your interview. To explore more interview questions at Wipro, check out our blog about Wipro interview questions and answers.

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