BPO (Business Process Outsourcing) is among the tremendously growing industries throughout the world. Alongside, it has created dozens of new job opportunities for job seekers, especially for fresh graduates. BPO sectors demand applicants to have;
- Strong communication.
- Problem-solving skills.
- Adaptability.
- Emotional intelligence.
While the above-mentioned skills are important to acquire, you (as an applicant)should have a good understanding of some popular tools that are used in the BPO sector. This could set you apart from other applicants during interviews.
In this blog post, we have listed some essential tools with which you should be familiar. It will showcase that you are prepared, ready, and adaptable. Let’s discuss the tools one by one…
1. Salesforce (CRM Software)
Customer Relationship Management (CRM) platforms are widely utilized tools in the business process outsourcing field. One popular CRM software is Salesforce. This tool is helpful for businesses to;
- Efficiently manage customers’ data.
- Provide a personalized experience to customers.
- Record interactions.
- Track the complete service journey in one place.
Plus, Salesforce software offers quick access to customer histories, service tickets, and communication records (like calls, emails, etc.). This allows agents to seamlessly continue conversations from where they left off, removing the need for asking customers to repeat themselves.
Why is it Essential to Know It?
- You should have an understanding of CRM usage because many interviews include questions related to it.
- It will showcase that you understand the process of storing and managing data.
- Your knowledge of Salesforce will demonstrate that you are ready to handle customer-related tasks in BPO scenarios.
A Useful Tip for BPO Applicants: As an applicant, you should try the free modules of Salesforce and watch some introductory videos or a course about the tool. Additionally, we suggest exploring some other CRM tools, such as Zoho CRM, HubSpot.
2. Zendesk (Helpdesk Tool)
Customer service departments of BPOs are dependent on Helpdesk tools in order to efficiently organize, track, and solve the problems faced by customers. One leading Helpdesk as well as ticketing tool on which BPO companies heavily rely is Zendesk.
Whenever a customer raises an issue, complaint, or sends a question, it is logged as a “ticket”. In this way, multiple tickets are shown on the tool. The employees or agents then look at the status of tickets, update their progress, and close them once all are resolved.
Zendest makes sure that no problem or query of customers is skipped or overlooked. Additionally, it ensures that the response times to customers meet the company’s standard. For every applicant who is going to give an interview for a BPO job, it is important to know about Zendest.
Why You Should Know Zendesk (Helpdesk Tool):
- Interviewers mostly check whether an applicant knows about the working of support tickets or not. You can be asked about helpdesk tools, so knowing about popular platforms like Zendesk can set you apart.
- If you know about Zendest, it will show that you understand the significance of prioritizing and tracking the customers’ requests for maintaining service quality.
- The awareness about this platform will reflect your attention to detail.
3. Five9 (Call Center Software)
Five9 is another tool that is essential to know for applicants, especially those who are aiming to work in voice-based BPO roles. It is one of the leading platforms among the call centre softwares.
Five9 is used by BPO professionals to handle inbound and outbound calls from customers. Plus, it offers some other powerful options such as;
- Automatic Call Distribution.
- Call recording.
- Performance tracking.
- Real-time monitoring
And so on…
Since several BPO companies rely on Five9, interviewers mostly expect applicants to have some familiarity with how such tools work in call centres.
What If You Know About the Working of Five9?
Knowing about the Five9 tool will show interviewers that;
- You understand how BPO agents deal with a large number of customers’ calls effectively. Plus, it will showcase that you know automated dialing and routing features.
- You are familiar with how customer interactions are recorded and tracked to ensure quality.
- You recognize the significance of handling key metrics like response times, call durations, and customer satisfaction.
So, when interviewers ask questions like:
- “Have you used any call centre tool before?”
- “Do you know how calls are handled the calls of customers in the BPO environment?”
There, you can tackle such questions confidently by referring to Five9, which will showcase your readiness for the job role.
4. Image to Text Converter (For Document Digitizing)
In BPO organizations, the data of customers is not available in neat and digital formats. Professionals mostly have to deal with;
- Handwritten papers or notes.
- Hard-form Invoices.
- Image-based documents.
Agents have to transform the above-mentioned visual data into text form. This is often done to efficiently edit, store, or share data. Here, manual typing of data is time-consuming and prone to errors.
So, most of the agents use the OCR-based image to text tool to automatically convert image-based data into an editable form. Using such a tool, BPO professionals ensure precise, effortless, and quick document digitizing as well as management.
Why You Should Know About Image to Text Converter:
As an applicant for a BPO job, it is important for you to know about this OCR tool for the following reasons.
- Recruiters or interviewers may ask you about how you handle the scanned data of clients or non-editable data files.
- Having sufficient knowledge about OCR image to text converters will showcase that you understand how to streamline productivity, manage documents, and ensure accuracy.
- Showing your familiarity with the tool will highlight your problem-solving skills and adaptation to modern solutions. Plus, it will demonstrate that you value smart work over manual efforts.
5. Microsoft Teams (Communication Tool)
In BPO jobs, constant collaboration is needed as they have to collaborate among teammates, supervisors, and customers. For streamlined communication, they often use online tools; among them, one prominent platform is Microsoft Teams. It is widely utilized to;
- Integrate chats.
- Video meetings.
- Ensure quick file sharing.
- Manage different tasks.
This versatile platform is a useful option for BPOs who often deal with global clients and distributed teams, ensuring seamless communication.
Why Applicants Should Know It:
- Knowing about this popular communication platform will show that you are comfortable with digital communication.
- Interviewers may test your adaptability to online collaboration tools; answering Microsoft Teams will give you a competitive edge over other applicants.
- Your familiarity with the tool will signal to interviewers that you are flexible and ready for the job to work in a digital environment.
Final Thoughts
Preparing for a BPO job interview is not all about rehearsing communication skills and learning frequently asked questions. But it is also about getting awareness about the prominent and useful tools that are used by BPO professionals. In this blog, we walked you through a list of essential tools, including Salesforce, Zendesk, Five9, Image to text converter, and Microsoft Teams. Interviewers may ask you about any of these tools, so even the fundamental knowledge about these tools will help you show confidence and readiness. As a result, there will be more chances of your selection in the BPO company.
