Recruitment Tools

Improved Employees - Automatically improve ALL of your employees from only £79 per month - no per-employee fees.

Job Mate - Low cost multiposting and applicant tracking technology.

SaaS - Compare the best UK Human Resources Software

What are your weaknesses?

Don't get caught out at interview ever again. How to answer this + much more.

Take DISC assessment test
Management And Leadership
Change country to UK Change country to USA Change country to Canada Change country to Ireland Change country to India Change country to Australia Change country to South Africa Change country to New Zealand Change country to Philippines Change country to Malaysia Change country to Singapore Change country to Pakistan

Call Centre Interview Questions

Back to Interview Questions and Answers Forum

Effective call centre interview

These 7 points I'm about to deliver below are not only applicable to a certain group of individuals within a call center organization but it encompasses everyone in order to be a cohesive unit that delivers results.

I.Comes to work everyday - As simple as it is, it is also the hardest thing to adhere to. Working in a call center, all people experience some form of stress and in varying degrees. It may sound funny to some people, but adhering to schedules yields a lot more positives than some people realize. Coming to work and being there for your co-workers and managers lightens the load of everybody concerned. It also gives everybody a chance to interact with one another, help and motivate each other. In the long run, this habit can boost camaraderie and teamwork while realizing that anybody can count on everybody to be there for support.

II. Enhances morale - Working as a team in a call center setting is like attending a support group. Ideally, Managers help everybody down to the agents, supervisors help managers and agents in one way or another, agents help managers, supervisors and each other in a complete circle where accessibility should be a direct line. Simple realization of this ideal situation should already be a morale-boost by itself. Actively enhancing confidence is an attribute not inherent to everybody. They say leadership by example is the way so this means in order to foster a supportive environment, leaders must show the way. Care for your employees translates to better service for your customers in return.

III. Resolves issues completely - Handling a leadership role in a call center setting occasionally involves pacifying noise. Noise is any internal or external factor that acts as a disruptive element affecting agent-customer interactions. As important as you regard each and every customer interaction to be concluded in a satisfactory manner, leaders also need to make sure they eliminate noise or at least keep it to a minimum level as much as possible while committing to resolve any pending issues in a timely manner. Satisfied employees translate to satisfied customers. It’s as simple as that.

IV. Always updated - The call center operations floor is an environment of ceaseless change. Most changes in policy and procedures come from the leaders and cascade to rank and file. Ensuring each and every soul is on the same page and checked for understanding eliminates the possibility of confusion that can possibly escalate to a bigger problem. To be an effective person on the ops floor means each and everybody will have to play an active role in making sure everyone is kept abreast with changes.

V. Sets goals and aspires - a major responsibility of a call center leader is to guide employees towards a clear and defined path towards a more meaningful and personally fulfilling endeavor. People that manage people need to aspire for a better future for their team members. In the same light, employees also set goals for themselves and aspire to be better in their chosen careers. Constant coaching, well-documented progress reports and personal awareness helps ensure everybody is in the right direction. Being aware that you have a goal and somebody is helping you reach it is one way to get the best obtainable performance from everybody.

VI. Participates, Cooperates and Suggests - all three are bunched in one concept because they fall under one key factor which is effective communications. Suggestions, participation and cooperation to resolve an issue are 3 things that are not only seen within team interactions but should also be seen within an agent-customer interaction. Encouraging creativity to solve problems within a working environment also fosters your front liners to be resourceful in their approach to solve customer issues. Many companies have gained more customers and retain existing ones because people who solve their customers' concerns have been innovative in their approach.

VII. Recognizes - getting recognition should always be part of any working environment. Sadly, this is not the reality we see in every office. You may find a group of people feeling left out and unappreciated. Though most would agree that credit should always be directed where it is due, failing to at least acknowledge a few, no matter how small their contribution is, breeds an attitude of indifference towards your goals and worse to customers. People are motivated in different ways. However, failing to recognize contributions can unravel a team working towards a goal. Small and/or occasional pats on the back wouldn't hurt. Celebrating small successes is a call center best practice that plays a major role in getting the best performance from everybody. You may have noticed that the points I mentioned above all seem like they have one thing in common. In fact, you are correct. They all seem to have one common thing or share a common goal. This is precisely an analogy I want to include in this article. Like these 7 habits of highly effective call center people, everyone within a call center organization shares a common goal, should have the same things in mind and improves each other for better understanding. In a call center office, people interact with customers only as good as they interact with each other.

Here are 3 more of my favorite reads you might be interested in:
One Minute Manager
7 Habits of Highly Effective People
Servant Leadership

Tips for call centre interview

If a company has a large number of customers, but doesn't have the capability to handle calls from those customers, they might contract a call center. These firms help with airline reservations, directory assistance, computer technical help, and other important customer service functions. They are generally staffed with both technically trained and non-technical employees, depending on the job needed. Many students apply for call center jobs because the schedules are flexible in most cases.

All call centers screen their employees, just as any other job would. If you're applying for a job at a call center and are nervous about the interview, you might be wondering what kind of questions you'll be asked. Following are the top 5 call center questions, and the best way to be prepared for them.

- "Tell us about you previous experience working for a call center. Describe how you helped the customers."

This question might arise in the middle of the interview, or at any other point during the process. It's important to review and consider your past work history before interviewing with the call center. Be prepared to describe highlights of any past call center work you've done, and describe any times when you've worked successfully with others. Call centers like to look for people they would consider team players. Be sure not to make up any exploits at previous jobs. It's important to always tell the truth in a job interview.

- "Are you proficient with different kinds of software? What kind of computer experience do you have?"

Internet telephony is common in most call centers. This kind of technology is less expensive than using a land line. Call centers also maintain computer databases of customers, and are concerned with your ability to rapidly learn to navigate and use such software. Log files must generally be created after each call, and most employees must also know such basic office software as MS Word, Excel, etc.

- Question number three isn't a spoken question, but rather the interest of your interviewer in how you conduct yourself. They will be judging you on your communication skills and grammar to see how you might interact with a customer on the phone. Remember to speak clearly and concisely. Choose your words carefully.

- "What does a call center mean to you?"

This seemingly harmless question is a way for your prospective employer to gauge how serious you are, and what your commitment to the job will be. This standard question should be replied to earnestly, and it's important not to give the impression that you are planning to leave as soon as a better opportunity comes along. Interviewers are usually looking for employees that will stay with the company for a long time and make a career out of their job.

- "What do you consider to be the important of teamwork?"

Employers tend to prefer people who like to work in a team. Loners have a lower chance of being hired. Be sure to let your interviewers know that you can work in a team without becoming stressed or hostile. Management books about the value of teamwork can help you find the words you need to express the value of teamwork in the workplace.

These top 5 call center interview questions are among those you might expect to hear when you're applying for a job. Technical jobs will have more questions on the technical subject, while non-technical jobs might focus more on teamwork and interpersonal interaction. Whichever job you're applying for, be sure to be prepared to answer these questions and be on the ball.

How to pass call centre interview successfully?

This may sound cliché but the first thing that's really helpful when being interviewed for a call center job is to just be yourself. Doing so will make you feel more relaxed because the result of this would be honesty on your part. Remember that although, you are selling yourself to the interviewer, it is not helpful to lie or make up a story of knowing a certain skill when in reality, you do not have much idea of it or worse, you actually don't know it.

Everything you said will be filed on your 201 and will be remembered by the people who interviewed you so even if you may have initially impressed them with your so-called skills and talents, when the time comes for you to showcase such claims, it will turn out that you don't have much to show. Now, isn't that scenario all the more embarrassing?

If you don't know a certain skill that is necessary for the job you are vying for, turn the negative answer into something positive. You could say that such a skill is not exactly one of your strongest points but you are willing to be trained and to learn all that you possibly could to improve and enhance your skills. If there's anything an employer appreciates, it's an employee who is open-minded to learning new ideas to develop himself so he can be more productive and contribute more to the company.

Since call centers focus on customer care, you would mostly likely be given certain scenarios and asked how you would handle such calls. The tip here is to remember that above all rules regarding the topic, we should never end a call with dissatisfied, unhappy customer on the other end of the line. Keep all your answers positive and one with their goal of giving quality service to customers but at the same time, incorporating your personality in handling such calls also so they would more or less see a bit of the character you have.

Now, whether we admit it or not, the compensation call centers offer is highly appealing. With the kind of expenses that we have now, we have to be frank about the fact that the salary rate is usually higher than the minimum wage offered by other companies and is indeed a big help in helping us stick to our budget and getting us through our monthly bills and expenses.

That is a given fact but never ever mention such a reason when you are asked why you applied for a call center job. Doing so would give the interviewer that you are only after the financial pay and is using their company as a stepping stone to earn even bigger pay once you feel like you have stayed there long enough. The same thing goes by saying that you need the experience. Remember that the biggest problem call centers get is the retention of employees so they're looking for applicants with loyalty and commitment. They are looking for applicants who are willing to stay for a longer period of time.

Focus your answers instead on what you know about the company and why you wish to be a part of them in the first place. When we apply, it means there is something in the company that attracts us like its stability for instance or reputation of being one of the top call centers the BPO industry. Such things can make any employee also proud to be part of an establishment because it gives him or her credibility.

Another possible question would also be how willing and prepared you are to handle the stress that comes with the job especially since aside from handling all sorts of personalities, it is a round-the-clock shifting schedule and you just might be assigned to work on the graveyard shift.

Now, with this question, the interviewer is actually trying to gauge if you know and understand the nature of the job you are applying for and what it entails, both positive and negative. With this question, I would say that you really must be able to have a clear grasp of what being a call center agent means because for all the attractive compensation and perks it offers, it is a job that requires much of your patience, self-control, perseverance and understanding. The stress one goes through is no joke so be sure you know and understand what you're getting into.

Tips for call centre interview

The contact center industry is an expanding industry that gives jobs to thousands of people. Usually, an applicant should pass the call center job interview to be able to get the position of a customer service representative. This is the most in-demand job in this industry because these outsourcing companies hire by the hundreds. Mass hiring is something that job applicants are always hopeful for.

If you aren't still familiar with a call center, it is a centralized office where there are hundreds of agents handling calls to and from the company. These calls come from different accounts that the company serves. For instance, McDonald's Delivery hires an outsourcing company to handle all their delivery orders. They outsource so they don't have to worry about having an office just for their customer service staff. Contact center agents handle these inquiries all day and all night depending on their shifts.

However, even though a call center company hires hundreds of people, an applicant still have to pass the rigorous tests and job interview. Being a customer service agent needs good customer service skills and the company needs to see that you have this quality. When applying, you have to be ready for the test and interview questions that will be asked. If you have previous customer service experience, this will be an advantage.

If you are someone who is very interested in a career in this type of company, here is a list of call center job interview questions that you should prepare for:

The interviewer would like to know how you handle a customer problem before. Questions like "describe a situation where you helped a customer solve a problem." Answer this interview question directly by first stating the problem. Move on to saying how you helped solve the problem and the results. Highlight your skills when solving the problem.

If you have related experience working in a customer-focused industry, the interviewer will definitely ask you about it. Tell her all your experiences and how you deal with customers. If you don't have any call center background, tell the interviewer how you generally talk to the public.

Being a team player is an important quality that call centers looks for. You will be asked questions like "what problem did you encounter within the team and how did you go about it? Answer directly to the point and state the problem. After that, tell the interviewer how your team solved the problem. Don't forget the important things you did to help provide a solution as well.

One of the common questions that will be asked is "if we accept you, what can you contribute to our company?" This is the perfect time to talk about your skills and qualities. Be modest but confident. Put more weight on highlighting your customer service skills and how willing you are to learn the ropes.

Lastly, the call center job interview won't be done without asking the question "why do you want to work for this company?" Take this time to showcase what you know about the company. Tell them you think their company is the best place to start off your career and that it has a positive learning and working environment for its employees. Take the interview as an audition; showcase what you can do and highlight your skills.

Call centre interview guide

The most dreaded stage when applying for any job position is the final interview. In a call center, it is the so-called Client Call, or other descriptive monikers, depending on the company. It is done by someone actually in the head office in the United States - a real McCoy. He judges the prospective applicant's voice quality, manner of speech, perceptible intonation, and of course the rudimentary requirements of correct grammar, good sentence structure, and perfect syntax, in acceptable, extemporaneous, common conversational English. The interview is usually done in a room with the necessary communication facilities, and the applicant is alone.

My experience as a successful first time interviewee went on like this:

HE:      Hi! How are you doing?

ME:      Hi! I feel very good.

HE:      Really? And why is that?

ME:      Well, I've gotten this far, and it makes me feel good.

HE:      That's nice to hear. Can you give me your full name and the application number that was given to you by the Human Resources people, just to confirm what I have on my end?

ME:      (I gave him the information he asked for.)

HE:      Tell me, do you live far from where you are applying now?

ME:      Not really, maybe just about 5 to 7 miles.

HE:      And how long does it normally take you to get there?

ME:      Only half an hour in a private car, under normal conditions. Otherwise, about twice as much time on a public transport, which is actually quite abundant in these parts.

HE:      Nice to hear. Now, supposing you have had a rather stressful day, can you tell me how you handle it, and how you unwind.

At this point, I realized the guy was just trying to make a conversation, and, believe it or not, I became so relaxed I almost fell off my chair! (It was one of those comfortable swivel chairs which can turn around in all directions, quite common in call centers, and apparently one of the most frequently used in that room I was in. Only my quick reflexes holding on to the table's edge saved me from ending up on the floor.)

ME:      If there is anything I can do about the condition at the instant, I would immediately correct it. If not, I will proceed as best I could, but keeping it in mind so I could find a solution that would prevent it from happening again. Finding a viable solution unwinds me.

HE:      Very well said. Now, I am required to ask you a serious question. Are you ready?

ME:      Always ready as I can be.

HE:      If there is anything you could change in the present world, what would it be, and why.

ME:      Wow, that's a big one.

HE:      What?

ME:      I mean that is a very serious question. Let me think a moment, please.

HE:      Take your time.

ME:      Alright, if there is anything I would change in the present world, it would be to do away with terrorism and terrorists. They, for all their avowed religiosity, are avowed agents of destruction and fear, and they are not averse to killing the innocents and the civilians. The world would really be better off without them.

HE:      Very well put, indeed. So, let me thank you for applying for the position, and good luck. Just ask the Human Resources lady for further instructions. Bye.

ME:      I should actually be the one to thank you for giving me the opportunity. Have a nice day.

HE:      You too.

As can be observed, far from the usual mindset the applicants are subjected to, the client call is quite easy to pass, as long as one is calm, cool, and collected. Being prepared, with quick reflexes, helps too.

More info about Call Centre Interviews

Call center services are in full bloom in different parts of the world. Asia is one of those destinations known for offering a range of customer services. Some of the Asian destinations like that of India, Philippines have emerged to be the all-time favorites. If you're a fresh graduate looking to start with a career then starting as a customer service representative can be the best way to kick start your career path.

There are few tips that will help you to successfully pass through the initial interview rounds. The initial interviewing rounds can be carried out in person or over the phone. In most cases, you would be asked some common questions relating you. These common questions include

'Tell me something about yourself' or "Tell Me about Yourself"

This is one question, which is mostly asked in the interviewing rounds. This is the point when the employer would be glancing through the hard copy of your CV or resume. Hence, there is no need to say things that are already written on the resume. Instead give direct answers, which would define your character well or 'You as a person'. Keep in mind to avoid answering with I am (your name) and I reside in (address). In short, you should stop telling about anything, which is obviously there in the resume. Instead, focus on your personality as that is what your employer will be looking at.

The right way of defining yourself should be to keep your answer very precise and clear, pointing about your own personality. You can describe yourself to be a person who like working together with the other individuals. Additionally, you can stress on to the point that you appreciate individuality and variations while at work.

The interviewer will always focus on those questions, which look for the evidence of the related competencies. Interviewers will look for those questions that would well be measuring your skills and the capability to function with the diverse types of individual. In addition, you may also be asked to offer specific examples of your performance when you had shown required competency in your earlier jobs.
Some of the more possible call center interview questions include

1. Do you know about our company?

2. What know about our company?

3. Do you have the habit of reading books? If so, then what types of books do you like?

4. Why you want to start your career with a BPO job?

5. Why you want to work in a call centre?

Few more tips to be followed:

It is quite obvious that facing interview rounds can create a tensed situation. If you are facing the interview table for the first time then you can get a bit more nervous. However, try not to show that you are nervous in any circumstance. Be cheerful and smile back at the interviewer. A sincere and pleasant smile can work for you well. Always avoid being flirtatious.

The above tips will definitely help you face the interview board if you can actually follow them accordingly. Keep in mind these questions and prepare your answers from before so that you can look confident when the questions are asked to you.

Getting ready for your call centre interview

Have an upcoming call center interview? The industry is booming in the country, and more and more people are looking for interview tips because of the attractive pay of the job. If you're also planning to start a career at a call center company, these tips for interview can help you get a second call or even get a job offer right on the spot.

Question 1: What do you know about the call center industry?

One of the most basic questions during an interview is whether you know enough about the position you're applying for or the industry that you're trying to get into. This way, as early as during the first job interview, the employer will know whether you are are competent enough or you will have to undergo an extensive training.

Question 2: What software and computer programs are you most competent in?

The job requires for you to work in front of a computer and work with different applications and programs to make your work more efficient. If you can't even find your way through working in a computer, chances are you won't be able to do your job as efficiently as the others who are knowledgeable enough about computers.

Question 3: What are your weaknesses and strengths?

This is a standard question in all fields. This not only tells the employer what you perceive about yourself, but also whether you are aware of it. Especially in a call center industry where you will be dealing with a lot of different kinds of clients of different races, you need to have the right character and attitude for the job, not just the right accent and available working schedule.

Call Centre Interview Guide

A lot of people today are really opting to apply for a job at different BPO companies. And there's a reason why more and more people prefer to work shifting schedules and graveyard shifts in BPO companies. The pay is better, the benefits more attractive, and they environment isn't as strict as when they would work in a typical corporate setup. But for those aspiring to work in call center companies, you have to pass first the interview, the part most dreaded by applicants.

Answering call center interview questions is not really that different from answering the questions for any other company. Applicants are just probably more tense because of the fact that it's a BPO company and they want to get it so much.

The first tip in attending an interview is to avoid being nervous-or at least avoid showing it too much. It's normal to feel a little jumpy at the questions and stammer a bit for the right answers, but if you're shaking too much the entire interview and you won't even make eye contact because of your nerves, it will reflect more poorly on you.

Naturally, to avoid being too nervous, the solution is to be prepared. While you cannot find out the exact call center interview questions for each company, there are general ones that are always asked and you could practice on these. A quick search on the web will already give you a lot of results.

Thirdly, make sure that you don't lose sleep the night before your big interview. Some applicants are too nervous that they aren't able to have a good night's sleep and rest their minds to be ready the following day. Keep in mind that even if you have memorized all the answers or have even prepared several answers to the questions, if you didn't have enough rest the night previously, you could forget all those and have a mental block during the interview.

Lastly, don't be too early during the day of the interview. Some people do so to be able to relax, but don't overdo it to the point that you'll be arriving 3 hours early to the interview. 15 minutes is enough time allotment for you to calm your nerves before the interview, and at least you won't look like you're too haggard when you finally sit down for it.

So make sure that you keep these things in mind so you'll be sound in mind and body when you answer different call center interview questions.

There are no posts in this discussion area.

PostCreate a New Post

Enter your information below to create a new post.
Author Email (optional):
Author URL (optional):
All HTML will be escaped. Hyperlinks will be created for URLs automatically.