BPO / Customer Support Executive interview questions and scorecard
India context, central rules as of 30 Oct 2026.
Use these 12 questions to interview a bpo / customer support executive the same way every time. Ask all candidates the same questions, score each answer from 1 to 4 against the notes below, and decide on the total, not on first impressions. Pick 8 to 10 questions per interview.
At a glance
- Match the questions to your bpo / customer support executive job description: one question per must-have.
- Score each criterion right after the interview, before you talk to other interviewers.
- Follow up with "What did you personally do?" to separate individual work from the team's.
Questions
| # | Question | A good answer shows | Red flags |
|---|---|---|---|
| 1 | Please introduce yourself in [LANGUAGE] in one minute. | Clear, structured, comfortable | Rehearsed script, hard to follow |
| 2 | A customer is shouting about a delayed refund. What do you say first? | Acknowledges, apologises for the experience, asks for details | Argues |
| 3 | Explain how to reset a password to a customer who is not comfortable with technology. | Simple steps, confirms | Jargon |
| 4 | A customer asks for something outside policy. What do you do? | Explains, offers options, escalates | Promises what policy does not allow |
| 5 | You do not know the answer. What next? | Checks knowledge base, asks senior, calls back | Guesses |
| 6 | How would you handle two chats together? | Prioritises, checks accuracy | Ignores quality |
| 7 | Our shifts rotate, including nights. How will you manage? | Practical plan for sleep, travel and family | Not ready but says yes |
| 8 | How far is your home and how will you travel? | Realistic commute plan | Unrealistic |
| 9 | What would make you leave a job like this? | Honest and not about small matters | Hidden concerns |
| 10 | What does confidentiality of customer data mean to you? | Does not share, secure screens | Unaware |
| 11 | Tell me about a time you followed a rule even when it was inconvenient. | Specific example | No example |
| 12 | How do you handle targets on a bad day? | Focuses on quality, asks for help | Cuts corners |
Scorecard (1 to 4)
| Score | Meaning |
|---|---|
| 1 | Weak: no relevant example, or a red flag |
| 2 | Partial: general or hypothetical answer, little evidence |
| 3 | Good: a real, specific example that meets the standard |
| 4 | Strong: specific, repeated evidence and clear reasoning |
| Criterion | Questions | What a 4 looks like | Score |
|---|---|---|---|
| Communication | 1, 2, 3 | Clear, polite, easy to understand in the required language | |
| Problem solving | 4, 5, 6 | Finds the issue and a next step | |
| Shift readiness | 7, 8, 9 | Realistic about shifts, attendance and travel | |
| Process discipline | 10, 11, 12 | Follows scripts and keeps data safe | |
| Total | / 16 |
Suggested rule: shortlist candidates whose average is 3 or higher with no criterion at 1. Change the rule before the first interview, not after.
Run it as a video interview on LiveRec
Open the candidate and choose Schedule interview, then choose Video and pick LiveRec video, which needs no link. After the call, open the interview and choose Submit feedback to give star ratings for Technical skills, Communication skills and Culture fit, a Decision and your comments; paste your scorecard result into the comments. Recorded LiveRec video interviews are deleted 90 days after the interview as standard, so tell candidates before you record. See Schedule an interview, private notes and feedback and recordings.
Fair interviewing
Ask only job-related questions. Indian law bars gender discrimination in recruitment for the same work and requires equal opportunity for people with disabilities, so keep questions on marital status, family plans, religion, caste or health out of the interview. See illegal interview questions for the principles; US-specific examples there differ.
Next step
Copy the scorecard into your interview scorecard template, then schedule the first interviews. For the method, read the structured interview guide.
Sources
- Ministry of Labour and Employment: https://labour.gov.in
- Rights of Persons with Disabilities Act, 2016, Department of Empowerment of Persons with Disabilities: https://disabilityaffairs.gov.in/
- US OPM, Structured Interviews (method reference): https://www.opm.gov/policy-data-oversight/assessment-and-selection/structured-interviews/
This is general information, not legal, tax or immigration advice. Rules change and your situation may differ. Consult a licensed attorney or qualified adviser.