The purpose of this question is to see if you already have some experience of working at a call center. If so, tell the interviewer about your experiences and what you learnt there. If you do not have a work experience, don’t panic, stay calm and say “I don’t have a first hand experience of working at a call center but this is what I know about them and I look forward to work for one.” 

Call center is a subset of BPO. 

There are mainly four reasons for a company to outsource its call center:

a) Cost saving 

b) Focus on core activities 

c) Access to special enterprise which has expertise in the domain. 

d) Other resource related reasons like relieving resource constraints, reducing staff. 

A center equipped to handle a large volume of telephone calls. These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing

There are mainly two types of call centers :

a) Inbound call centers – Inbound call centers are those which receive support or service calls from customers usually on a toll free number. For e.g. when you call up a bank to check the status of your request for credit card, it is an inbound call.

b) Outbound call centers – Outbound call centers are those in which the call center executives make calls to the customers. These calls are usually made to generate the leads or sales. For e.g. when you receive a call from a bank offering you a personal loan, it is an outbound call. 

The following are the factors to be considered before deciding the target audience for any advertisements:

•       Age


•       Working class (professionals)


•       Non working class (Retired/Home makers)


•       Socio economic status


•       Region specific


•       Religion/community etc. 

It depends on the following factors:

•        Reach


•        Geographical spread


•        Nature of target audience/clusters


•        Previous successful track records


•        Low budget; high returns etc. 

The main purpose in measuring the effectiveness of any advertising campaigns is to evaluate its effect on the sales and also brand recall factor. The mathematical equation for measuring the effectiveness of an advertising campaign is:

Advertising campaign effectiveness = Revenue + Return on investment (ROI)

There are various ways to measure the effectiveness of advertising campaigns:

         - Conducting a survey after the campaign ends

         - Proportionate increase in the sales of that particular product/service

         - More customers calling to a toll-free and prescribed lines

         - Redemption of coupons and vouchers

         - Increased footfalls in the store to purchase product/service

         - Increased click on the company’s website  

4b=6c⇒b=32c and 3a=4b⇒a=43b=43(32c)=2c 

a+b+c=2729 ⇒2c+32c+c=2729 ⇒c=629

 ∴a2+b2+c2=(a+b+b)2-2(ab+bc+ca) 

=(2729)2-22c×32c+32c×c+c×2c 

 =729×29-2×132 c2

= 87