16 VITAL CALL CENTER JOB INTERVIEW QUESTIONS AND ANSWERS

As a Customer Service Representative, you are the front liner of the company. You are the company to the customer! So when a customer calls in with a problem or some concerns, he speaks to you and not to the Chairman of the Board of the company. For this reason, the company wants to know that you are capable of representing them through your skills, experience and personality. The interviewer will ask questions to assess your compatibility with the CSR or TSR position you’re applying for and how you interact with customers. He is also assessing the tone of your voice during your interview.

Answer each question enthusiastically with a smile. When you put a smile on your face, it is heard through your voice.

1. Why did you leave your last position?

This is a tricky question because “anything you say can and will be held against you!” Be careful and only answer with a positive tone. You can say that you didn’t find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on ‘idle’ mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.

2. How would you handle an angry call from a customer?

Your answer: First, you need to allow them to vent their anger. If they are abusive, tell them you’re willing to listen, but only if they stop using profanities. Next, hear what they have to say and note down key points. Third, re-state the main points so both of you are clear about the situation. Fourth, find a solution that fits within your company’s policies and can redress the customer’s problem. Fifth, confirm that the problem has been solved and that the customer is satisfied with the solution. You may not be able to do all of this in one phone call, but this is the essential process. The important part is to keep your cool at all times, and genuinely try to find a solution that will make the customer happy.

3. Have you ever had conflict with your team leader or manager?

This can be your answer: No, my work ethic is strong, so there’s been no reason for conflict. However, at times I have had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out and find a solution that my team leader has supported.

4. Are you able to work with multiple phone lines?

Your answer: Yes, this has been part of my training, and my previous job entailed handling several lines. I have good multi-tasking skills and my previous employer can vouch for this.

5. How would you handle a high pressure environment?

Your answer: I am highly organized, and I prioritize my workload so that everything gets done on time and with high quality. I also leave room for urgent tasks that might be assigned to me so that my schedule is basically unaffected by emergencies.

6. What is your typing speed?

Have an accurate answer ready. A number of candidates don’t know their typing speed and this creates a bad impression with a prospective employer. The call center interview questions that follow also demand an accurate and detailed answer. Have the information ready for your interview.

7. What are your strengths and weaknesses?

Your answer should be relevant to the position of a customer service representative (csr), so you could say: I have the ability to talk effectively and persuade people. I am a good listener, and that helps me identify customer needs so I can sell more effectively. My one weakness is that I sometimes get too involved with customers, but I have counseled with my previous manager on this and I believe I no longer have that problem.

8. What are your goals as a CSR or TSR?

Your answer: My goal is to have a very short learning curve on this particular product portfolio. By doing this, I can aim to be among the top performers in the next 3-6 months. After showing consistent results for another 6 to 12 months, I will aim to become a team leader in the same company because I believe that growing with the same company will give me a strong foundation for my career growth.

9. How do you handle a customer who starts yelling at you as soon as they pick up and find out that you are a telemarketer?

Your answer: Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn’t lose out on the great benefits your products can give them.

10. What do you like about working in a call center?

Answers include the fast pace of the call center environment, working as part of a team, communicating with and helping diverse customers, learning new skills as products and services constantly update and change. Give specific examples of the positive experiences you have enjoyed working as a call center agent.

11. What is your idea of a call center?

Your answer: This call center interview question aims to gauge how correct your expectations of a call center job are. Answer this question by giving out your general expectations of a call center job. Describe the work (selling if it’s a sales account, instructing callers if it’s a technical support account, etc.) or the people working in call centers. This call center interview question will only be asked if you don’t have any call center experience yet.

My idea of a call center is that it is a place where people take calls from customers and deliver superb customer service experience. I know that the people who work for call centers are extremely flexible people who adapt to different cultures, different people, and different schedules all at the same time.

16 VITAL CALL CENTER JOB INTERVIEW QUESTIONS AND ANSWERS

12. How do you handle stressful situation and working under pressure?

Your answer: There are several ways of handling this question. You maybe the type of person that works well under pressure. Whatever the case, make sure you don’t say that you panic. You want to give specific examples of stressful situation and how well you dealt with them. You might also want to share a few tools or strategy that you used to help you such as “to-do-lists”, etc. it is acceptable to say that you will ask for assistance when the job is more than what you can handle and you can also say that you work best under pressure if this is the case.

13. What has been your most significant achievement?

Your answer: This call center interview question aims to look at how you see yourself as a person. Most people would apply for a job at the age of twenty and at that age, it is presumed that you already have some achievement even if it is only in your own right such as motherhood, marriage, etc. Really think of something.

My most significant achievement would have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition and it all culminated in my achievement of a college diploma.

14. What are your goals in life?

Your answer: In this question, the interviewer wants to know if your goals in life are in line with the company’s objectives. It is good to be honest with the interviewer on this question so that expectations will be properly set.

My short term goal is to have a stable job with this company. After working for a couple of years with this company, I would like to see myself take on more responsibilities like maybe become a supervisor or a trainer. Meanwhile, my long term goal is to have an upper management level position with this company.

15. Why should we hire you?

Your Answer: This call center interview question isn’t intimidating as it sounds. To answer this question, simply reinforce your position by enumerating your strengths and how these strengths can relate to being a good call center agent. Answer this call center interview question with a lot of confidence and conviction.

I have all the qualities that a good call center agent should possess. I am punctual, disciplined, patient, flexible and organized. You won’t have any problems with me when it comes to attendance and my behavior. I have good communication skills, multi-tasking skills, and I am a fast learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will give my one hundred percent to this company. I know that I have what it takes to become a good customer service representative.

16. What do you have that other applicants don’t have? (What’s your advantage over the other applicants?)

Differ according to your situation. Pick one from a list. I suggest you pick one that you consider a disadvantage and frame it as a perk for them to hire you.

Example. You can share a story about how you only had one year in college and had to go look for work at an early age. It could offer as an advantage over degree holders because lot of people stop learning and updating their skills as soon as they earn their diploma. Tell them that you worked harder than anyone because you loved to learn. Tell them that you evolved by reading, attending workshops, being mentored, etc. Tell them that you are willing to spend money in spite of financial needs just to make yourself a better person and enhance your skills. By attending a training at BPO Training Academy.

Spend some time thinking about these things. I recommend writing them down and ask yourself if your answers are good enough. If you were hiring yourself as a call center agent, would you pick yourself for the job. If not, what do you think would be a better answer?

In summary:
1. Ask yourself the questions.
2. Write down the answer.
3. Be honest and be creative.
4. Deliver with confidence and elaborate.
5. Try to form a bond with your interviewer by asking some questions.

16 VITAL CALL CENTER JOB INTERVIEW QUESTIONS AND ANSWERS