Mock Call Questions- NIIT (WIPRO)

Q1. Why do you want to join BPO?

Ans: The BPO industry is fast-paced and dynamic, which really excites me. It gives exposure to working
with international clients, learning about different cultures, and developing a professional work ethic.
I see this as not just a job, but a chance to grow personally and professionally in a field that values
service, consistency, and teamwork.

Additionally, the BPO sector offers a structured work environment, professional growth opportunities,
and exposure to global standards of communication and service. It’s a great platform to improve soft
skills, communication, and adaptability, all of which are important for long-term career development.

Q2. What do you know about Wipro & why do you want to join Wipro?

Ans: Wipro is an Indian multinational corporation that provides information technology, consultant
and business process services. It is one of the leading Big Tech companies. Wipro's capabilities range
across cloud computing, computer security, digital transformation, artificial intelligence, robotics, data
analytics, and other technology consulting services to customers in 167 countries.

I want to join Wipro because it’s one of the most respected and well-established companies in the IT
and BPO industry. Wipro is known for its strong ethical values, global presence, and consistent focus
on innovation and technology. Being part of such an organization would give me the opportunity to
work in a professional environment where learning, growth, and performance are encouraged and
supported.

Q3. Why customer service /support only?

Ans: I want to be a part of Customer service/support because I enjoy interacting with people and
solving their problems. Customer service allows me to directly help customers, resolve their issues,
and leave a positive impression of the company. I find it satisfying to turn a frustrated customer into a
happy one by listening actively and providing clear solutions.

Customer support will also offer continuous learning as every interaction is different, which would help
in improving my problem-solving, adaptability, and people skills.

Q4. What is the name of the process that you have applied for?

Ans: The Process Name is US Health Care where you will resolve insurance related queries on call with
customer
Q5. How long do you plan to work with Us?

Ans: Do not give a number to the years that you intend to work like 2 years, 5 years etc. Instead answer
that you have come here to make a career with the company and would want to grow with the
company.

Q6. Where do you see yourself in next 5yr?

Ans: In the next five years, I see myself growing within the organization by taking on more
responsibilities and gaining deep experience in customer service/support

Q7. What are your strengths?

Ans: Try to mention a strength which has relevance to the job you have applied for. For Example- I have
a good communication and understanding skill which would help me in understanding the issue of the
customer and providing them with the right solution.

I am also a quick learner and willing to adapt, which helps me to adjust to new processes and tools
easily.

Q8. What are your weaknesses?

Ans: This is a tricky question and everyone has some weakness. So you cannot tell the interviewer that
you have no weakness. Here you can mention a weakness that sounds positive to the interviewer. For
e.g.: Weakness in maths may not be a very big negative while applying for customer service jobs.
However, you should also tell them what you have done to overcome this weakness. For e.g., reading
books on Vedic maths can be a solution to overcome this weakness.

Q8. Tell me about your yesterday or daily routine?

Ans: This answer should be professional crisp and not for more than 60seconds.

For example-- Yesterday, I started my day around 7 AM. I went through my personal tasks and spent
some time reading and improving my English communication skills. In the afternoon, I practiced some
mock calls and watched videos related to customer service etiquettes. I also reviewed some common
interview questions. In the evening, I helped with a few household chores and later took time to relax.
Overall, I try to balance learning and personal time in my daily routine to stay consistent and
productive.”

Q9. How will you handle pressure?

Ans: I handle pressure by staying calm and composed and focusing on solution. Staying organized and
maintain a composed attitude helps me to handle any pressure, perform efficiently even under high
pressure.
Q10. What are your hobbies?

Ans: State a hobby on which you can speak for about 60 seconds.

⁠Q11. What do you know about US health insurance?

Ans: U.S. health insurance helps people cover their medical costs. Most individuals either have private
insurance through their employer or public plans like Medicare or Medicaid. Key terms include
deductibles, co-payments, premiums, and coverage limits. Customers often call to check claim status,
understand their benefits, or resolve billing issues. As a customer support executive, it’s important to
help them understand these processes clearly and professionally.

Q12. How would you handle an irate customer?

Ans: Well generally these customers have had a bad experience using our client’s product or service
and I have to apologize with him. It is important to cool down his temper by showing empathy and
listening to his pain areas. Apart from that I have to find a solution that compensates the loss occurred
to the customer due to our faulty product/services.

Q13. Are you comfortable working in night shifts or rotational shifts?

Ans: Always answer YES

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