What does BPO stand for? What does it mean?

BPO stands for Business Process Outsourcing. Major corporations in the US and Europe are
outsourcing their back office operations to India to save costs. E.g. employee payroll is
maintained in India for their employees worldwide. Although these jobs usually are not directly
IT-related, their data based orientation often means that they require IT departmental support to
be successfully outsourced.

HCL is a leading global Technology and IT Enterprise. The HCL Enterprise comprises two
companies listed in India, HCL Technologies and HCL Info systems. HCL has global partnerships

with several leading Fortune 1000, including several IT and Technology majors. HCL
manages processes in payment services, customer contact services, technical
support services, F&A, order management and research analytics & modeling
across telecom, retail, financial services and products & services. HCL BPO provides a
comprehensive range of Voice/Web base Contact and Front Office Services that span Collections,
Sales & Marketing, Technical Help Desk and Customer Care.

• Father & or any family business. Don’t you think you should help your family in the

business?

Ans. Because my family business is totally different from my field and I want to
be independent to recognize my skills and capability.
• Will your family allow you to work late evenings, night shifts, under pressure, target

pressure?

I came frm UK They understand very well and I worked overnights in UK.

• You family is very orthodox will your parent / husband / wife allow you to work with people

in the opposite sex?

Yes, my parents are not orthodox.

• Why do you want ragging to be eradicated?

I don’t want to be ragging eradicated until or unless people do not cross the limit

• Why do you want to have ragging in your college?

Because it’s a way to enhance the confidence and get friendly with others

• Why do you want Eve teasing to be taken seriously and punished?

Its serious offence all females hav equal rite to live and 2 wrk in safe and healthy society just because
female wrking wid u is nt ur relative or nt frm ur family tht does nt mean tht u hav the rite to tease
her mentally,physicallyand sexually.

• Why do you want eve teasing to be a part of life & fun?

I dnt want because it will restrict to female frm wrking offices or any kind of profession.

• When a customer calls you in regard with any query or product enquiry can you explain

the details & convince him on the product benefits & advantages?

Yes, infact I hav exp whn we hav promos of products in maccies or targets to sale sum product I was
successful to sold them and convince the customer.

• Can you sort out everyday queries on a daily basis & not the following day?

Yes

• How will you manage tough situations as you are very new to this industry?

Yes, I am new in the field of BPOs but not new in the customer care service. In my past experience,I
learnt a lot to handle the tough situations.

• Anytime in your life have you undergone any pressure – Personal / Business how did you

rule over the situation?

• What made you work in the previous organization and what made you work
for so long?
• What motivated you to work in a call centre / Customer service department?

• In your previous company anytime have you told a customer a No – and how did you

solve / convince the customer?

• How much can you be flexible in a getting a job done in your favor?

• How will you handle a situation if a customer demands an unreasonable demand?

• How will you retain a lost customer?

By being in touch wid him or her if the customer provides m.n.,e-mail on the grrnds last complaints
for which was annoyed.

• Leave eligibility for continuous 15 days will be only after 6 months. Is it OK?

• Any projects you have implemented successfully?

• Have you told a lie? Why? And what was the outcome of it?

• If you are authorized to change a system in the LAW which one will you change & why?

• Have you ever in your educational days skipped home work, skipped days? Why?

• Why do you like this particular sport / game / hobby & the same why will you not like?

• How many zeros are there in a million?

• How many millions will male a crore?

• What is the current Indian value for a dollar?

• What is a credit card, personal loan, Auto loan, home loan?

• What is the difference between technical support & Non technical support?

• Why should a person avail a loan?

• How will you manage technical support, as you are not a technically qualified person?

• What is the benefit of having a credit card?

No Negative answers for the above mentioned questions

BASIC INTERVIEW ATTENDING TIPS:

Tell me something about yourself?

Start with positive note about yourself; keep talking about yourself till they tell you to stop

Speak about the best moments in school life & College life. Know the meaning of your name &
prepare about your native place. Talk about something – This is to know if you are good in
communication and can speak on any subject. Never tell them you want to become some great
person in some other profession, be focused on the job that you are applying for. Know your career
objective well Check for any spelling & grammar mistakes in your Resume.

Prepare five nice and comfortable subjects to talk about. (Never talk about politics)
Five fundamental areas your college & school system to be changed

Prepare yourself on your role model.

Prepare on your strength & weakness, your weakness should be your strength.

Never take up any other job offer if given as there are No other offers except Technical support be

What will you be after 5 years in this company?

I will always want to be an excellent performer & a loyal, dedicated employee. Then can you sign a
bond for 5 years; say yes because there is no bond for five years.

Why do you want a Tech support job?

tech support call center job gives us an opportunity to learn & grow with technology as we are all
aware that technology is not the same as it was 10 years before it keeps changing –change in the
years to come & till the world exists.

What are the basic Qualities you need to posses for a customer support job?

Patience, Listening skills, Effective communication, Positive attitude, flexible, dedicated towards
problem solving, Very amicable & friendly. Etc.

Why do you want to get into a BPO / Call center job?

• A BPO or call center industry is a Never to close or shut down industry.

For e.g. T V, two in one, radio, home appliances, Office equipments, Communication
equipments like landline, Mobile phones, wireless, Telephone card, Internet all these
products are always been promoted, and never any manufacturer wanted to stop the sales, So when
there are more sales there is always a requirement of Customer service. Even if the manufacturer
stops selling after one year, but still the existing customers who bought the product need customer
support.

A modem is a device that negotiates the connection with your

ISP through telephone line while a router is a device that is
used to connect two networks together, in this case your
network to your modem.

A firewall is basically part of a computer system that protects it

from unwanted and harmful materials gaining access to the
system.
Explain the Following?

RAM: Random-access memory (RAM) is a form of computer data storage. It takes the form of
integrated circuits that allow stored data to be accessed in any order.

ROM, Read-only memory (ROM) is a class of storage media used in computers and other
electronic devices. Data stored in ROM cannot be modified, or can be modified only slowly or
with difficulty, so it is mainly used to distribute firmware (software that is very closely tied to
specific hardware, and unlikely to need frequent updates).

CPU, The central processing unit (CPU) is the portion of a computer system that carries out the
instructions of a computer program, and is the primary element carrying out the computer's functions

, MOTHERBOARD
The motherboard is the main circuit board inside the PC which
holds the processor, memory and expansion slots and
connects directly or indirectly to every part of the PC.
Which is the Brain & Heart of a computer: CPU

Which OS does not support multiple users? Ans: w-xp, w – 98, w-95, w –me.

What are the types of internet connections?

Ans.1 Dial up 2 ISDN stands for integrated services digital network,3 DSL 4Cable 5 Wireless.

URL,

ASP, ISP, IP Address, DSL, Ms Dos

ATS, HTTP, FTTP, WWW, OS, Port, Modem.

Which is the basic memory of a PC? CPU

What is C MOS? CMOS (complementary metal oxide silicon) a separate block of memory made
from very low power consumption RAM chips, which is kept "alive" by a battery even when the
PC's power is off in motherboard .
The Functions of a Modem

Where is the mouse connected? In pc port

What is a firewall?

What is LAN, WAN? Local area network, wide area network.

Where is the device manager located? Rt clik on my computer<system tools<devicemanager

Where is the Ethernet card used in an internet? Ethernet is the most common LAN (Local
Area Network) technology in use today. The system that helps connect a computer to an Ethernet
network is called an Ethernet card.

How can u check if it is connected?

BIOS: All motherboards include a small block of Read Only Memory ROM which is separate from the
main system memory used for loading and running software.

ATX: The Intel Advanced/ML Motherboard, launched in 1996, was designed to solve these issues and
marked the beginning of a new era in motherboard design.

NLX: Intel’s NLX design, introduced in 1997, is an improvement on the LPX design for low-profile
systems, with an emphasis on ease of maintenance

Micro ATX: Introduced in the late 1990s, the Micro ATX is basically a smaller version of Intel's
ATX specification, intended for compact, low-cost consumer systems with limited expansion
potential.

INTERFACES: The PC's adaptability - its ability to evolve many different interfaces allowing the
connection of many different classes of add-on component and peripheral device - has been one
of the key reasons for its success.

The operating system has two basic functions. First, it communicates with the PC’s hardware; it gives
applications access to things like the hard drive, it receives input from the keyboard, and it outputs
data to the monitor. The second function is to provide a user interface and interpret commands so a
user can communicate with the hardware.

An operating system is also referred to as a command interpreter. Several types of operating systems
perform basic functions. only three: MS-DOS, Windows 3.x, and Windows 95/98.

OPERATING SYSTEM ROLE

• Must communicate with the PC’s hardware

• Works with the BIOS to provide access to devices such as hard drives

• Communicates with device drivers & Provides a user interface

MS-DOS

MS-DOS is one of the most basic operating systems that we use today. The first version of MS-DOS
was very primitive, but after a few changes, it provided all the necessary functions an operating
system needed.

Drives and Directories

Questions

1. Which two files make up the Registry in Windows 95?

A. Io.sys and Msdos.sys

B. Config.sys and Autoexec.bat

C. User.dat and System.dat

D. User.da0 and System.da0

1. C — User.dat nd System.dat are the files that make up the Registry. The .da0 file is a backup of
the .dat file.

2. Command.com contains which type of MS-DOS commands?

A. External

B. Internal

C. Real-mode

D. Protected-mode

2. B — Command.com uses internal commands that are loaded into memory.

3. Which file starts automatically when Windows 3.x is started?

A. Config.sys
B. Setup.ini

C. Pif.ini

D. Win.ini

3. D — The Win.ini file starts up automatically when Windows 3.x is booted. Win.ini contains
information about the Windows configuration environment.

4. Which tool must be used to prepare a hard drive before you can format it?

A. Chldsk

B. Fisdisk

C. Fdisk

D. Cleandisk

4. C — Fdisk is the utility that is used to prepare a hard drive for use. It creates the primary partition
and sets the active partition needed by the operating system.

5. Which file executes commands in MS-DOS?

A. Msdos.sys

B. Io.sys

C. Config.sys

D. Command.com

5. D — Command.com is the command interpreter for MS-DOS.

6. What utility is used to directly modify the Registry?

A. Regedit

B. Edit

C. Notepad

D. .pif

6. A — Regedit is the utility that allows you to directly modify the Registry. Control Panel is most
commonly used when modifying the Registry.

Networking: Networking is the practice of linking two or more computing devices together for the
purpose of sharing data. Networks are built with a mix of computer hardware and computer software.
Area Networks

Networks can be categorized in several different ways. One approach defines the type of network
according to the geographic area it spans. Local area networks (LANs), for example, typically reach
across a single home, whereas wide area networks (WANs), reach across cities, states, or even
across the world. The Internet is the world's largest public WAN.

A network topology represents its layout or structure from the point of view of data flow

In networking, the communication language used by computer devices is called the protocol

Many of the same network protocols, like TCP/IP, work in both wired and wireless networks.

In Internet Protocol (IP) networking, IP addresses contain 32 bits or 4 bytes. The bits encode the
network address so that it can be shared on the network. The bytes divide the bits into groups.

What is peer-to-peer networking?"

Peer-to-peer is a type of network design where all devices support roughly equivalent capabilities.
Peer-to-peer networking (also known simply as peer networking) is in contrast to client/server
networking, where certain devices have responsibility for providing or "serving" network information
and other devices consume or otherwise act as "clients" of those servers.

What is the Internet?

The Internet is made up of millions of computers all over the world connected together by an complex
network of wires, fibre-optic cables, satellites, and telephone systems. It is really a network of
networks, which links the computers together through a common communication language or
protocol called TCP/IP. Any computers that can be accessed through this medium are said to be a part
of the Internet.

A brief history

The Internet (which most people know today as the World Wide Web or WWW) The Web is made
up of thousands of web pages which are programmed in a language called HTML (which stands for
Hypertext Markup Language).

What is a browser?

A browser is the application we use to view web pages. Browsers allow the computer to interpret the
language in which web pages are written, called HTML. The two most common Internet browsers are
Netscape Navigator and Microsoft Internet Explorer. Internet Explorer is the one we currently use at

URL: URL stands for Uniform Resource Locator, and it is the technical name for web addresses. URL
will help you to find information on the web. When you type the URL into a browser in the ‘Address’
field, it tells your computer where to find the computer on which the web page is stored
Hardware

Hardware is the physical component of the computer system. This means that you can actually touch
these parts. This is opposed to software, which is the untouchable or "virtual" side of the computer
system. Examples of hardware: Mouse, Hard Drive, Scanner, Monitor, Keyboard, Printer, Memory,
Drawing Tablets

Software: Software is the virtual side of the computer. This means that you cannot touch and you
cannot see software. It is the code underneath icons and toolbars that executes your commands. In
order to have certain abilities with your computer (such as video editing, you would have to have both
the proper hardware and the proper software).

Peripherals: Any hardware or device that adds operational capacity to your computer. Just as
periphery means "on the outside", a peripheral device is a piece of hardware that is on the outside (or
the periphery) of your base computer setup.

Examples of peripherals: External hard drives, external zip drives or cd writers, joysticks, scanners,
printers.

Removable Disks

Disks that you can take and use from computer to computer are removable disks. Examples of

removable disks: Floppy Disk, CD (R/RW), Zip disks, Smartmedia cards, and compact flash cards.

Network

A network is a series of connected devices. When we speak of computers, our networks

consist of computers, printers, and servers. The network, through cable connections and wireless
connections allow single system users to talk to a main server, another machine (computer or printer),
or an outside machine (such as an Internet site).

What Is an Internetwork?

An internet work is a collection of individual networks, connected by intermediate networking

devices, that functions as a single large network. Internetworking refers to the industry, products,
and procedures that meet the challenge of creating and administering internetwork

Local-area networks (LANs) evolved around the PC revolution. LANs enabled multiple users in a
relatively small geographical area to exchange files and messages, as well as access shared resources
such as file servers and printers.

Wide-area networks (WANs) interconnect LANs with geographically dispersed users to create
connectivity. Some of the technologies used for connecting LANs include T1, T3, ATM, ISDN, ADSL,
Frame Relay, radio links, and others. New methods of connecting dispersed LANs are appearing
everyday.
Open System Interconnection Reference Model

The Open System Interconnection (OSI) reference model describes how information from a
software application in one computer moves through a network medium to a software
application in another computer. The OSI reference model is a conceptual model composed of
seven layers, each specifying particular network functions. The model was developed by the
International Organization for Standardization (ISO) in 1984, and it is now considered the primary
architectural model for intercomputer communications.

Note A handy way to remember the seven layers is the sentence "All people seem to
need data processing." The beginning letter of each word corresponds to a layer.

• All—Application layer

• People—Presentation layer

• Seem—Session layer

• To—Transport layer

• Need—Network layer

• Data—Data link layer

• Processing—Physical layer

Broadband : A transmission medium capable of supporting a wide range of frequencies (e.g., data,
video, voice).

Browser : A software application that allows access to the World Wide Web and other Internet
resources.

Client : Any host that requests the services of another computer system or process.

Cookie : A small piece of information sent by a Web browser and stored on a local computer, to
help the browser recognize the client workstation the next time the site is visited from that
computer.

Domain: A hierarchical scheme for indicating logical and sometimes geographical venue
of a system within a network. Top-level Internet domains in the U.S. indicate the type of
organization: Edu - educational; gov - governmental; net - gateways and other administrative hosts
for a network; mil - military; com - commercial; org - private organizations). Domains outside the
United States are generally country codes: e.g. au, jp, uk

Domain Name Server : A distributed name/address database used on the Internet so that users do
not have to use IP numbers.
Electronic Mail (E-mail): A tool used for communicating and exchanging information via local
and remote computer systems over various types of networks.

Ethernet: A commonly used local area network specification where computers share the same data
line.

Flame : A biting, often rude, hastily composed E-mail message; usually about a particular person
or the opinions expressed by that person.

ftp (file transfer protocol) Allows the copying of files from one computer to another.

Gateway

NOT the computer manufacturing company; a special-purpose computer that links two or more
dissimilar devices and routes data from one network to another.

gif (Graphics Interchange Format) An image compression type, one of the two primary types of
image formats viewable on the Web (the other type is .jpg).

Host A computer that provides centralized services, connected to a network and capable of
communicating with other network devices; also known as a node.

HTML (Hyper Text Markup Language)

The coding language used with Web pages to create the formatting and appearance of the page.

Intranet :

A network of two or more devices used by an organization as a private internet.

IP (Internet Protocol)

A unique number (in the form of 134.68.57.12) assigned to each host, identifying that computer to
all other computers on a network; indicates the domain (e.g. 134.68), the sub-net (e.g. 57) and the
specific machine

ISP (Internet Service Provider)

An organization that provides, usually for a fee, access to the Internet; may also include additional
services such as Web hosting and electronic mail services.

jpg (Joint Photographic Experts Group format)

An image compression type, one of the two primary types of image formats viewable on the Web
(the other type is .gif).

Local Area Network (LAN)

Links computers over a limited distance, usually within one department or building; lines do not
cross public thoroughfares.
Modem (Modulator Demodulator)

A device that converts digital (computer) signals into a form that can be transmitted over analog
(telephone) communications lines and vice versa.

Mosaic

A graphical way to explore the World Wide Web using Windows-like features and the mouse;
created by the NCSA

National Science Foundation Network (NSFNet) Collection of local, regional, and mid-level
networks in the United States tied together by a high-speed backbone; accesses supercomputers
across the United States; until 1993 supported the Internet backbone; now primarily a research
network.

Netscape

A graphical way to explore the World Wide Web using Windows-like features and the mouse;
created by Netscape Communications Corp.

Newsgroup

An electronic communication media characterized by threaded discussions conducted via postings

to the group; similar in nature to a mailing list.

Password :A secret series of letters and/or numbers that, when combined, make up your
"key" for accessing your computer account.

PPP (Point to Point Protocol) : Allows a computer to emulate a TCP/IP (network) connection,
temporarily assigning the machine a unique

IP number; allows non-networked computers to use client software such as web browsers.

Protocol : A set of rules that govern how devices on a network exchange data.

Remote Logon

RFC (Request for Comments) Documents created to announce official proposals regarding
Internet policies and procedures, and to solicit responses to those proposals.

RTFM

A crude response via E-mail indicating that the user should have read the manual rather
than asking a question; NEVER used in polite society.

Server

A networked computer that provides services to users or clients; may be focused on special
services; e.g., mail server; Gopher server; Web server
TCP (Transmission Control Protocol) : Defines the routes that the various pieces of data travel over
the Internet.

Transmission Control Protocol/Internet Protocol (TCP/IP) : The suite of communications protocols

which govern Internet operations.

Telnet

An Internet service providing connection to a remote computer and the ability to run programs
remotely.

URL (Uniform Resource Locator)

A method of specifying addresses on the World Wide Web in the form of:

http://www.iupui.edu/it/copyinfo/Graphics/logo.gif; specifies the protocol (http://), the

host (www.iupui.edu), the path (it/copyinfo/Graphics) and the specific file (logo. if) to be accessed.

Virus

A program written and distributed via diskettes or networks to cause harm to computers or data;
other types of "mal-ware" (malicious software) include trojan horses and worms.

Wide Area Network (WAN) Links computers over wide distances, linking throughout cities, states,
or countries.

World Wide Web (WWW or W3 or Web)

An Internet-based information source that allows you to easily explore related topics using
hypertext

QUESTIONS

 NIC is….D

A. Network Interface Card. 1. A

2. B

3. B

4. D

5. A

6. B

B. Network Interconnect Card

C. Network Interface Cable

D. Network Interconnect Cable

 MAN, LAN, WAN, CAN are types

A. Desktop PCs

B. Network Based Connection

C. Internet Service Providers

D. None of the aboveD

 DHCP Stands for C

A. Dynamic Host Control Protocol

B. Dynamic Host Configuration Protocol

C. Dynamic Hyperlink Control Protocol

D. None of the above

 A dialer is a device that is…D

A. Used to connect 2 modems

B. Used to connect 2 telephone lines.

C. Used to connect 2 Computers

D. Used to connect the Computer to the Internet

 A few ports used to connect external devices in a PC are A

A. Parallel and Serial

B. Internal and External

C. FTP and HTTP

D. All of the above.

 A filter is used to remove noise from the voice signals in a DSL connection

A. TrueA

B. False
 The command to release and renew IP address in a Windows XP computer is…

A. ipconfig/release; ipconfig/renewA

B. winipcfg/release; winicfg/renew

C. ipconfig-release; ipconfig-renew

D. winipcfg-release; winipcfg-renew

 In a small network, 2 computers can have the same IP address.

A. True A

B. False

 Device Drivers are…D

A. Programs which have to be installed for any device

B. Programs which are a part of the operating system

C. Programs which are used for the interfacing the PC and any device

D. All of the above

 What is the function of tracert Command?C

A. To check the path of the system over the Internet

B. To check the shortest path of any site over the Internet

C. To check the route through which the system connects to any site.

D. All of the above

 TELNET & FTP are tools used for…A

A. Connect to a remote machine & transfer files over a network respectively

B. Connect to the internet and transfer files over the internet

C. Connect to a remote PC & Download files from that specific PC respectively

D. Connect to the internet and download files from the internet

 When a person is not able to surf the Internet, which of the following could be the problemD

A. Proxy Settings in the Internet Explorer

B. Modem not connected properly to the wall jack

C. Dialer has the wrong password in it.

D. All of the above

 One can talk over the telephone line and be connected to the Internet at the same time while

using a DSL Connection

A. True A

B. False

 Which is a switch?

A. It’s a dumb device that broadcasts information to all the PCs connected to it.

B. It’s a device that forwards a data packet only to the right destination and not to all PCs

C. It’s a device used to Interconnect different networks

D. It’s a device that maintains a list of domain names and their corresponding IP address

 What is a router?C

A. It’s a dumb device that broadcasts information to all the PCs connected to it.

B. It’s a device that forwards a data packet only to the right destination and not to all PCs

C. It’s a device used to interconnect different networks

D. It’s a device that maintains a list of domain names and their corresponding IP address

 In a Desktop PC with Windows OS installed in it, what is a Device Manager? B

A. It is a tool to view/install/uninstall all the devices in the computer

B. It is a tool to manage the programs in the computer

C. It is a tool to manage the clock of the computer

D. All of the above

 The last three layers of OSI Model are C

A. Application, Presentation and Session

B. Application, Physical and Session

C. Physical, Data link and Network

D. Physical, Data link and Session

 What are cookies? C

A. Files which get downloaded automatically while visiting a website.

B. Files which contain the website information

C. Files which are stored in the system for all the websites, visited

D. All of the above

 List 2 basic information a DHCP server gives the PCs connected in the network.

A. IP Address and Subnet Mask

B. IP Address and MAC Address

C. IP Address and DNS Address

D. IP Address and Proxy Address

 ADSL stands for A

A. Asynchronous DSL

B. Asymmetrical DSL

C. Alcatell DSL

D. Automatic DSL

 Internet Explorer, Netscape Navigator, Safari are examples of A

A. Browsers

B. Email Clients

C. Microsoft Office Packages

D. None of the above

 What translates the domain names into IP address? B

A. DHCP

B. DNS
C. NIC

D. Modem

 We can change IP address related information (like: static IP, Dynamic IP, DNS information

etc) by clicking on A

A. TCP/IP and then Properties

B. Device Manager and then Properties

C. Cannot be done in a PC. Can be done only in the DHCP server

D. None of the above

 The protocol that is used extensively to connect PCs in the Internet is

A. HTTP

B. UDP

C. FTP

D. TCP/IP

 What is a Loop back IP? B

A. 169.254.0.1

B. 192.0.0.1

C. 127.0.0.1

D. 127.1.0.0
ANSWERS

1. A

2. B

3. B

4. D

5. A

6. B

7. A

8. B

9. C

10. A

11. C

12. D

13. B

14. D

15. C

16. A

17. D

18. D

19. A

20. D

21. A

22. B
23. B

24. A

25. C