Every company wants to provide excellent customer service. For this reason, call centers seek candidates with a friendly and cooperative attitude. Clients expect call center representatives to guide them about the product or services that an agent is representing. For a call center interview, you will need to prepare for the general interview questions as well as call center related questions.
Typical Interview Questions
Irrespective of the job or industry, every job seeker will most likely come across the following interview questions.
1. Introduce yourself
This question is a conversation beginner. The interviewers expect you to describe your academic and personal background briefly and concisely. You need to be professional during your conversation with the interviewers. Do not prolong your conversation. Ideally, withing 2 minutes tell about yourself, your educational or professional background.
2. Reason behind leaving your last employment?
This is an obvious question during the job interview. In response, do not disregard your previous employer. You can say, I was looking for the new opportunity to grow as a professional. For this purpose, I want some challenging work where I could show my skills. In my view, call center is the right place for me. The interviewers expect you to be honest while replying to this question.
3. Why did you apply for this job or Why do you seek job in our organization?
Interviewers want to get an insight into your endeavor. The companies look for candidates who could work with them in the long-run. They expect an answer, which is in line with their company’s mission and objective. Therefore, do your research on company before coming to the interview. In response to this question, you can say, I always like to deal with clients, and provide solutions for them. As a call center representative, I can utilize my skills effectively.
4. Describe your strengths and weaknesses
Your answer should comply with the job requirements. In the job ad, companies explicitly mention the skills they require. Before appearing for the interview, go through all the job requirements, and craft you answer accordingly. Generally, candidates describe their strengths easily, but they feel hesitant to discuss their shortcomings.
Mention your weakness, but convey the message that you want to convert your shortcomings into your strength. For example, you can say, I do not have enough experience of call centers. But I am eager to learn and I will have no problem in completing my tasks.
5. Would you like to ask any questions?
In response, ask a few questions about the company or job. The question provides you with the opportunity to learn more about the position and the company. Additionally, you will end up leaving good impression on interviewers because they encourage the questions from candidates.
Call Center Related Questions
As a call center job candidate, you can expect the following questions:
6. How do you see a call center job?
The purpose of this question is to evaluate your familiarity with the call-center. In response, you can describe your knowledge about the call-center environment. If you have adequately researched on call-center, you will be able to answer this question fluently.
Before answering the question, keep in mind what type of job you have applied. Inbound call centers require their representatives to place calls to businesses or existing clients. Thus, addressing customers’ queries and concerns. Outbound call centers contact potential clients and prospects to gather information and conduct surveys for telemarketing purposes.
If your interview is for customer service call center, you can say, I always feel satisfaction while providing customers with helpful information.
7. Why you decided to work in a call center?
In reply to this question, associate your interest and passion with call center industry. You can say that a call center’s environment is vibrant and you like to work in such an environment. Dealing with customers’ queries and concerns gives you a sense of achievement.
8. How do you define a quality customer service?
Customer satisfaction is the fundamental aspect of a customer service. Interviewers want to know how would you deliver this service or what skills do you possess in that regard. In reply, you can say that a quality customer service refers to addressing customers’ issues and queries comprehensively.
Besides, a professional customer service representative or a call center agent attentively listens to customers’ complaints and queries. In the next step s/he provides solution to the customer’s problems.
9. How would you tackle an angry customer’s call?
In call centers, agents have to deal with angry customers. Stay calm while dealing with angry customer.
Response: I would show empathy by saying sorry for the inconvenience they faced. Secondly, I would humbly ask them to discuss their issue. Once I will have all the relevant details, I would suggest the best possible solution to them. Alternatively, depending upon the customer’s query, I would direct them to the relevant agent or department.
10. Can you work on multiple phone lines?
in busy call centers, agents may have to attend customers’ calls on more than one phone line. Therefore, the interviewers want their employees to be dynamic and able to work with multiple lines.
Highlight your experience if you have previously worked in a set up where you received and answered calls on more than one phone line.
Interview Questions Related to Call Center Manager or Supervisor Job
·Do you have experience of managing teams in a busy environment?
·Highlight your experience about training new people.
·How would you handle performance related issues of clients?
·How would you motivate your team to achieve monthly or annual targets? You can expect this question for an outbound call center manager or supervisor position?
Through these questions, hiring managers evaluate your team management skills. In a large call center, a manager may have to supervise teams comprising individuals from different backgrounds.
To be successful in a call center interview, you need to demonstrate excellent customer service and problem service skills. Interviewers would evaluate how you respond to a client’s query. Prepare your answers by thoroughly understanding job requirements and company’s details.
Call Center Interview Questions
Call Center Interview Questions. The article guides the candidates about general and call-center-specific questions and how to answer them.