Common Questions Expected Answer

1. Tell us about yourself.

Full name - Age - Where were you born and raised?

High school Graduation Date - Qualifications - Skills
Previous professional experience - Current studies or projects.

Hello, my name is Pedro, I am 28 years old, I was born and raised in Bogota. I did highschool at Juan
Salazar School in Bogota, Bosa and graduated in 2013. After that, I studied Civil Engineering at La Salle
University and graduated in 2019. This academic background allowed me to develop skills such as
punctuality, responsibility and multi-tasking abilites. In terms of professional experience, I worked at Sitel
for 3 years as a Customer Service Representative and later as a Supervisor for the Tik Tok campaign.
Then, I worked at Cemex as a Civil Engineer for 5 years, and I am currently enrolled in a virtual Master's
Degree in Human Resources.
2. Tell me about a past event in your life.

Context (Time and Place) - Who was there? - What did you do?
Why are you telling this specifically?

In December 2017, I went to Melgar with my mother, my father and my girlfriend. We arrived there at 5
pm and checked into the hotel. It was my mom's birthday, so we were really happy. We ate lechona and
tamal for breakfast. It wasn't really healthy, but it was delicious! We also swam in the swimming pool.
When I was swimming, my mother was eating a big hamburguer because she hadn't eaten anything by
that time. Unfortunately, that hamburguer was not so good, and she had to go to the bathroom like 5
times a day.
3. What do you know about this company?
4. What are your plans for next year / for
the next 4 months?
5. How long do you plan on working here?
When was it founded? Who founded it? What does this company do?
Where is this company located in Colombia?
How many employees does this company have?
Teleperformance was founded in 1978 by Daniel Julien in France. It is a company that provides customer
care, technical support and other services around the world. In Colombia, Teleperformance has 28 sites
and more than 40.000 employees. Also, I know that TP is considered to be a Great Place to Work, and it
has a lot of opportunities to grow within the company.
What would you do in the future if you got this job?
What hobbies, personal or academic goals do you have?
Create a connection between your personal or academic life and your possible working
at TP in the future
If everything goes well and I get this job, I will be working with you guys. However, by 2022, I would like
to apply to some other positions you guys have. I know you have a lot of opportunities to grow within
the company, so my plan is to become a supervisor. Also, I would take the free time I will have to travel
to some places in Colombia. I really want to go to Cartagena because I haven't been there before. In
addition, I would like to start studying International Business at University.
Give a specific time - Why that time? - What do you want to do after that time?
Give a plan B in case what you want to do after that time doesn't work out.
I'm planning on working here for 3 years. I have a project in mind that requires a lot of money and
professional experience. I am planning on doing my Master's Degree in Canada in 2025. That is why, I
have to save as much money as possible to cover all the expenses over there. However, in case I see the
opportunity to grow in this company, and to have a good personal and professional development; I could
also change my plan to continue working here while doing a virtual Master's Degree while applying to
better positions.
6. Can you work night shifts?
7. What do you consider are the most
important aspects when giving customer
service?
First possible answer: Yes - Explain why?
Second possible answer: No - Explain why? - Tell the interviewer you could work night shifts but in the
future.
1st. Yes, I can. I know that international BPOs have a lot of customers that are located in diferent time
zones so I could be required to work night shifts. Even though I am currently studying, I don't have to be
in classes because we only have online workshops that we work on whenever we want, so I'm pretty sure
that night shifts won't be a problem for me.
2nd. I know that international BPOs have a lot of customers that are located in different time zones so I
could be required to work night shifts. However, I applied to this job because I saw that you have a
flexible schedule. Right now I am finishing my Major Degree, so it would be better for me to work in the
morning/afternoon/evening. But, as soon as I have more time availability and I finish my university, I am
totally OK with working night shifts if necessary.
Mention 2 or 3 aspects. Give an example / situation / experience for each one.
The first aspect that I consider to be really important is patience. As a customer service agent, we have to
control our emotions and deal with angry customers all the time. That is why we must be able to remain
calm even when we want to punch someone.
The second aspect is organization. We are going to be dealing with a lot of information at the same time,
so it's important not to get confused with personal information such as names, phone numbers, ID
numbers, addresses, among other information..
8. Tell me about your hobbies
9. What are your salary expectations?
10. Why do you consider yourself the best
option for the position?
Free talking - Mention 2 or 3 hobbies - Why do you do them? - How long have you been doing them?
I usually play soccer. I have played soccer since I was a child. But something important to know here, is
that I try to be professional, but it's difficult. I always play on Saturdays with my highschool friends. They
are not so good, but we have fun! We usually play in a park near my house, but when we have money,
we go to Simon Bolivar park.
I also love playing videogames. I always play Call of Duty Warzone with my brother. It's a game where
you have to kill people and capture bases.
What is the salary of the job offer you applied for?
Why do you deserve that salary? State that you want to improve that salary during your working at TP.
I know that the base salary for this position is $2.000.000 plus some bonuses. Therefore, I would say that
my salary expectations are around that amount. I consider I have the experience and the skills to be able
to earn that salary, but it is also important to say that I would like to increase my salary. I know this will
be possible by growing in the company, so I'm really interested in knowing what the opportunities are so
that I can increase my salary later on.
Mention 2 or 3 skills. How have they helped you? How will they help the company?
I consider myself the best option for this position thanks to my experience and the skills I have acquired
throughout my professional process. First of all, I am a multi-tasking person. I acquired this skill when I
was working at Sitel as a Customer Service Representative. This skill allowed me to complete all the tasks
in a good way. Also, I am sure that, thanks to this, I will be able to apply all the knowledge I have in this
company. It is necessary to handle a lot of information and use different customer service tools. That is
why multi-tasking is a must.
The second skill is...
11. How did you hear about this job offer?
12. How would you handle a call from an
angry customer?
13. What do you think about (any given
topic)….?
Where - When - Why did it get you interested?
I saw all the information about this job offer on Facebook a month ago. It got my attention because
based on the information I got on Facebook. It is possible to work from home, the salary is $2.000.000
pesos, which is also great. I consider myself as a talkative and attentive person, so I'm really interested in
this position. Because I know I can learn a lot about this business, I can increase my English level and if
everything goes well, I can grow within the company.
What specific steps would you take? - Be detailed - Use the words Calm & Emphatetic.
The first thing to do is to remain calm and let the customer know we understand. Also, it is important to
let the customer talk and say what they want. If you interrupt the customer while being angry, it would
make him/her angrier. After the person finishes talking, we can start asking questions and tyring to solve
the problem in a fast and effective way.
Free talking - Speak as much as possible, give 2 or 3 arguments with a real life example.
* What do you think about Transmilenio?
I think that Transmilenio is a good idea for this city. However, people don't know how to use it. People
always try to take advantage of it. They don't pay the fare. They destroy the stations, and they don't
support the ideas to improve it. I remember that 5 years ago, during a strike, people destroyed 7
Transmilenio stations and when they were fixed, they didn't pay the fare. That is why Transmilenio is not
good: because of the people.
14. Why do you want to work at
Teleperformance? Do research - Little description about the company - Opportunities to grow within the
company - Schedules - type of contract

I want to work at Teleperformance because I know it is the biggest and most important BPO in Colombia.
I know there are a lot of opportunities to grow within the company. Also, TP offers a variety of schedules
that will allow me to continue with my academic and personal projects while working at TP. In addition, I
have had a lot of testimonials about this company, and everyone says that it is a Great Place to Work, the
supervisors are young and the working environment is focused on the employee's wellbeing.

15. Random questions about your life, your RECOMMENDATION:

family, your hobbies, Colombia, or about
any topic that is not related to the job. Answer confidently, be energetic, and remember that you don't have to know a lot about something to
talk about it.
If you are asked a question about nuclear weapons, don't stall. You can talk about your opinion, a movie
you watched, a historical event, a way to stop it, or you could even make something up.

But most importantly! NEVER say: I don't know.

 General
Expected Grammar recommendations

Simple Present Tense Don't talk about your favorite

Simple Past Tense things, your family, your
Present Perfect (Optional) dreams or your hobbies.
Be energetic!
Emphasize on your academic
and professional background.

If you don't know what event

Simple Past Tense to talk about, IMPROVISE! But
Past Continuous don't stay quiet.
Past Perfect (optional)
Past Perfect Continuous Be detailed with the activities.
(Optional) It's bad to say 2 or 3 sentences
only. Try to say as much as
possible

Be energetic!
Simple Present Tense Show that you did research!
Passive Voice (optional, but
recommended) Learn specific information
such as dates, numbers and
names

Would like to Always answer this question as

Present Perfect (Optional) if you already had the job!
Future with "will" Don't say you are going to
First and Second travel in the next 3 or 2
Conditionals months.

Balance the hypothesis (you

get the job) and personal
activities (traveling, studying,
buying something, etc)
Present Continuous for Don't give unmeasurable time
future plans (I don't know, a long time, as
First & Second Conditional long as possible)
Modal Verbs
Give a specific date or a
specific period of time (for 4
years, 5 years, 1 year, until
december 2023, etc)

Give a reason for choosing

that specific time (I am
traveling to Canada in 3 years,
I need to save money to do
this, etc)

Also, mention a Plan B in case

the previous reasons don't
work out. (keep working at TP
and grow within the company)
Modals of Ability Be confident!
Linking words (Addition -
Contrast - Emphasis)
Present Continuous
Simple Present Tense

Linking Words (Order) N/A

Modals of Obligation
Modals of Possibility
Future with "will"
Present Continuous for
future
Simple Present Tense N/A
Frequency Adverbs Be yourself

Linking words Be confident when talking

(Consequence - Contrast) about money
Show that you researched
about this.
Give arguments to support
your salary expectations

Simple Past Tense Be confident when talking

Present Perfect about this.
Past Continuous Give arguments to support
your answer
Don't be afraid of praising
yourself.
Simple Past Tense
- Ed / - Ing adjectives
Linking words (Order)
- Sequential Adverbs: First
of all, second of all, third of
all, later, after, finally, to
conclude, etc.
N/A
All you can use.
N/A
Let the interviewer know you
can control your emotions.
Let the interviewer know you
believe calmness and empathy
are the most important things
in these situations.
Don't give short answers. Try
to develop your ideas as much
as possible by giving examples,
arguments, other people's
ideas, etc
Superlatives
All you can use.

N/A N/A