Call Center Job Interview Questions & How to Best Answer Them
Before your interview
It is essential to conduct background research on the job and company to develop answers that are relevant and focused. Work through the recommended background research strategies and use the listed resources to gather the information you need before the job interview.
Interviewers are consistently impressed by candidates who are well informed and able to demonstrate the relevance of their skills and experience in answering a job interview question.
The behavioral interview
A large number of interviewers use the behavioral interview to explore a candidate's job suitability. Develop a good understanding of this type of interview and familiarize yourself with a list of typical behavioral interview questions.
Go through the behavioral interview answer guidelines to plan expert answers and prove to the interviewer how your skills and abilities best meet the job requirements.
During a job interview, the interviewer’s goal is to find out whether the applicant is qualified for the position and can represent the company. They want to know whether the applicant has the qualifications that the company needs to perform the job.
Some of most important qualities that interviewers for call center jobs are looking for are:
Ability to communicate in English spontaneously. This doesn’t mean fluency in English. It means both fluency and comfort speaking English in unpredictable conversations.
Character plays a big role in every employment application. Answer all questions honestly. Giving any false information about yourself or your work experience can lead to termination of your application or worse, being black-listed by the company.
Most job seekers aim to work in call centers due the great job opportunity it offers. Who would’nt like to work in an industry that offers high salary, loads of benefits and out of town team buildings? Call center really offers a lot of tempting perks!
However, applying in a call center is not as easy as 1-2-3. Out of 10 people who apply in call center only 3-4 gets the job, so preparation is really a virtue!
To help you out with your preparations, here’s the most common interview process in call centers:
Screening process- A Human Resource (HR) personnel would screen you to ask you basic questions. Some HR conducts reading comprehension, you will read a story and would re-tell the story based on your understanding. Some would just ask basic questions like your background, likes or any random questions just to test your communication skills.
Listening and Reading Activity- An HR officer would test your hearing and reading ability since call center agents take calls. You will ask to listen to different kinds of voices, accents and phone feedbacks. You will also read series of sentences or stories and re-tell the story aloud.
English and Typing Examination- If you pass this level, then you're few more steps closer to the job offer! English grammar, basic math and basic computer knowledge are often the scope of the examination. Aside from the exam, a typing test would also be done. Here, you will be ask to type a paragraph or series of words in as fast and accurate as you can.
Phone Simulation- The phone simulation is said to be the toughest level since it will put you in the real scenario. You will be given a handbook where the services are noted. An HR officer who would act like a customer that would call you and ask for the services or would complain about his/her problem. All the possible answers are written on the handbook so its going to be how you would handle the conversation.
Final Interview- If you reached this level, you are one step closer to your goal-the job offer. The head HR would interview you and ask series of questions. Never show pressure and never rattle because he/she would decide if you are deserving for the job offer.
The Job Offer- After you succeeded the intense application process, you will receive a job offer. However, the process is not yet over. After you get the offer you will ask to be trained, and will still be graded based on your performance before they will ask you to be part of the company.
What is the difference between CSR and TSR?
In the call center industry, customer service is the most common service provided by the agents. Customer service essentially pertains to the provision of all types of service to clients of another company before, during and after a purchase of a product or service from the call center’s account. This service is comprised by different activities designed to increase the customer satisfaction particularly to address or meet customerexpectation.
The term CSR (customer service representative) and TSR (technical support representative) are fundamentally encompassed under the umbrella concept of customer service. The major difference between the two is the type of customer service provided. CSR pertains to agents who usually provide support and assistance to customers in correct use and optimizing a product. This includes assistance in setting up, installation, fixing, maintenance and disposal of a product. CSR also pertains to agents that handle services like answering customer queries, taking orders, scheduling deliveries, confirming and following up orders, among many others.
TSR on the other hand refers to agents that provides technical support to products or services. This is especially applies to technology products such as cellular phones, computers, internet connection (ISP), software products and other electronic or mechanical commodities. The support provided by TSR like using or installing software application or trouble shooting one’s internet connection are essentially technical in nature.
Why Do You Want to Work Here?
"Why work at a call center?" is a simple question. Yet, many fail to understand the simplicity of the answer, and I was one of them. I remember my first application to a call center company. During my initial interview, I was asked the same question.
With conviction I replied: "To practice and improve my communication skills."
To be honest, I wasn't really expecting that question, so I tried to answer it in a way I thought would give the interviewer the impression that I want to grow in the industry. But I was wrong.
From the moment I finished my answer, I could see the sudden change in expression on the interviewer's face. She told me that the they are not looking for people who are just here for practice and improve their communication skills. She also added that I could have done that at school or in an English training class.
At that point, I knew I flunked my interview and my confidence was shot. When I was told that I would receive a call and to just keep my lines open, my apprehension was validated.
First, you must understand that this is not a trick question. It does not need sugar-coated answers. You should be honest and truthful.
Why are you applying in the call center industry?
A lot of times, people who don’t land jobs in their respective fields apply as sort of a last resort, and are ashamed to admit it. You don’t have to hide this thinking this might affect your application. Call Center Interviewers are smart enough to know that this is a reality. They won’t take it against you. You just need to make sure you give your interviewers a sense of security, in which I mean, don’t give them ideas that you might be leaving soon. Make it known to them that you are here for the long run and you are serious about the job. If it does not apply to you, or you have future plans in going elsewhere, avoid raising it up or going to that conversation. Going back to the question, you have to give sensible answers like e.g. “I want to support my family and for me this is the best avenue to achieve my goals and dreams in life” or “I have always wanted to work in a corporate world, I want to succeed in this type of environment, I want to be a supervisor or a manager someday…” or “I have always been amazed at the prestige of working for this company, it is my life long dream to work here…”
What are the 3 interesting skills that you have which could help the company?
(why should we hire you?)
Point out your positive attributes related to the job, and the good job you've done in the past. Include any compliments you've received from management.
sample answer:
-have Good English Communication Skills
-Computer literate
-Flexible (Willing to work on holidays, weekends, overtime, and shifting schedules)
(this answer is based on the qualifications of a call center rep)
tip:
Make a list of all your qualities and skills that match the requirements listed in the job posting.
The best way to answer questions about your contributions to the company is to give examples of what you have accomplished in the past and to relate them to what you can achieve in the future.
Give examples as to why your education, skills, accomplishments, and experience will make you an asset for the employer. Also, be ready to mention what you have accomplished in your other jobs. Your goal is to impress the interviewer with your accomplishments to date and what you expect to accomplish if you were to be hired.
example:
I am an effective communicator who is skilled in giving oral presentations, speaking on the phone, and communicating via email. I am also fluent in a number of relevant software programs and microsoft office softwares. I am a computer literate. I know the basic and advance networking and have the skills in typing and troubleshooting technical issues. I love to multi-task and I'm willing to work on a shifting schedule. I’d really love to bring my diverse skill set to your company.
Job Availability
Now, this answer is a little tricky, it could play well or it can lead you to a disaster of follow-up questions. We all know there is no special course or degree needed to work in call centers. The interviewers will try to see if you are really serious about the job, and they will want to know if you are planning to commit for the long term. They know that most of the employees are there because they can't find a job pertaining to their degree, but they also want to hire an employee who will stay longer.
Be Honest
These are the most honest answers you can give to this question, and you don't have to sugarcoat every answer. All you need to do is answer in the most honest way you can so the interviewer will feel the sincerity of your application.
Tell me about yourself.
In answering this question, don’t repeat details from your resume. This is the most common mistake applicants make. What the interviewer would like to see is your spontaneity when answering a question and the kinds of interests you have that relate to the job. Because this is the initial question, try to give an answer that will leave a positive impression.
You don’t have to complicate this. You can express your individuality, your hobbies, likes, wants and dreams. What is truly important though is that you highlight the qualities that will entice your interviewers to hire you. A good example will be “I possess a good learning and listening attitude. I want to continue learning and enhance my skills for me to be effective in the things I do…” or “I am a competitive person, I only strive to be the best, and I will do everything in my power to achieve this…”. However, you need to make sure that you can relate to what your saying, it would be better if you truly meant what you said. So say things that really apply to your personality. Sell yourself, but don’t overdo it to the point that when the interviewer asks you follow up questions, you will be caught in a limbo and you won’t be able to give good answers or specific details.
It's your chance to introduce your qualifications, good work habits, etc. Keep it mostly work and career related.
Here’s what to include when asked this question:
- Your educational/professional background is
- Achievements during the course of your education/previous work
- How your experience has taught you to handle client concerns well
- What skills you can offer as a customer service representative
- What your intentions are working in the customer service industry, or working for them
What if you have no professional background and just graduated from school?
Not a problem – here are the core points you should cover:
-Where did you go to school
-What was your course and how is that going to be useful for you for this job
-Key coursework, an internship/OJT, or work experience and what they taught you
-Why this company + this job to start your career?
Sample answer:
Hi, my name is Ed and I’m a fresh graduate of a University. I studied Human Resources Management because I really enjoy working with people and I’m fascinated with the role of people in building and operating companies. Without the people, you don’t have a business. I am punctual, dependable and can be counted upon to finish what I start. I get a great deal of satisfaction from knowing that I have done something well and on time. For example, at my present job, I was given different work orders every day. It was my responsibility to finish the orders and make sure they all met quality and safety standards within a specific deadline. On occasion, I had to familiarize myself with the product and the production process. I was always able to learn quickly and carry out my job responsibilities. I learned to hone my multi-tasking and time-management skills, value patience, and above all, being a team player. I’m a person who thrives in a fast-paced environment so right now I’m looking for a bigger challenge, and an opportunity to apply my technical experience and problem solving skills at a renowned BPO company like this one.
Why did you leave your last job?
Try to answer this question as honestly as you can without bad-mouthing your last employer. Of course we all have complaints about the company we just left, right? But the interview does not want to see that you back-stab other companies, even if they are competitors. This is where your research pays off. What you need to do is focus on the positive points of the company you are applying to work for. Tell them that as an applicant you want to join the best firm in the industry.
The hiring manager is trying to get a sense of whether you left your job for “good” reasons, such as professional growth or relocation, or if you may have left for not-so-good reasons, such as being terminated or not getting along with colleagues. This is always a question you should be prepared to answer so read more below to get some tips.
Points to Emphasize
Stay positive about your previous job. Emphasize the good things about the job before you explain why you left.
Be specific about why you are now seeking the new position and how it will build upon your previous work experience.
Try to end your response by focusing on how you will apply your skills learned in your previous job
Below are some sample answers to the question, “Why did you resign from your last job?” Use them to help come up with your own answers.
sample answer (sales rep)
I have been at my company for three years and have learned a lot from working with some amazing salespeople. However, I am starting to feel like I need some new challenges. This position really appeals to me because it would allow me to manage a bigger team/account and sell more innovative products.
(first job)
I took this job right out of college, and the position helped me develop a number of skills necessary for this industry. However, there was little opportunity for growth, and I felt it was time to move on to a job with more responsibility. This job will allow me to use the skills I developed at my last job while taking on challenges that I know I am ready for.
career growth
I'm seeking to grow my career with a position in a new, forward-thinking company. It was difficult to job search while working at my previous company, so I am now devoted to finding a position where I can put my skills and abilities to the best use. Your company is the type of organization where I think I can add value.
I had been with the organization for a number of years and wanted to experience a new environment to continue growing.
I left for an opportunity to advance my career.
I was hired for a certain role, but over time that changed and I was no longer being given the opportunity to do the work I was interested in.
I was no longer finding the work fulfilling or enjoying my work as much.
I had been with this company for a number of years and learned a lot, but felt ready for a change.
I didn’t feel there was an opportunity to grow or advance further in that role so I decided a change would best for my career.
I didn’t feel the job was using my abilities to the fullest or challenging me enough.
I resigned from my last job to take care of a family issue. The issue is resolved so I am able to work full time again without any issue.
Tips: What NOT To Say For Why You Left Your Last Job:
1. Never badmouth, especially if you were fired.
2. Don’t say you had a fight with a coworker, and definitely don’t try to then blame them for it.
3. Don’t make it sound like money is the only thing you care about.
Why apply for this call center job?
Don’t give a sugar-coated answer to this one. Just give the most honest answer you can. It is practical to work at a call center. You get benefits like HMO medical coverage, night differential wages, allowances, and a high salary.
What are your weaknesses?
When answering this question, turn your weakness into a strength or at least something positive. The most common answer is to say that you are a perfectionist. But this can also be seen as a a weakness, because as a perfectionist you may be so particular about the quality of your own work, that it takes you forever time to finish a task. This example is also a little cheesy and obvious, so try to think of your own “weakness.”
Everybody has weaknesses, but don't spend too much time on this one and keep it work related. Along with a minor weakness or two, try to point out a couple of weaknesses that the interviewer might see as strengths, such as sometimes being a little too meticulous about the quality of your work. (Avoid saying "I work too hard." It's a predictable, common answer.) For every weakness, offer a strength that compensates for it.
When you’re asked about your weaknesses or aspects about yourself that you want to discuss, it's important to respond carefully. You don't want to cast any doubt on your ability to do the job. However, you also don’t want to come across as arrogant or dishonest by claiming that you don’t have any weaknesses.
sample answer:
I have a very strong attention to detail. Sometimes, this attention to detail can turn into perfectionist tendencies. In the past, I found this leading me to triple-check every item on a spreadsheet, or closely proofreading emails to ensure I’ve communicated what I’m trying to get across in a clear, concise way, or fiddling with the layout of a presentation to ensure that it is perfect. I’ve since learned to successfully budget my time and gauge which tasks require, and actually benefit from, this precise attention to detail.
How do you provide excellent customer service?
We all know that customer service means addressing the client’s concern. Excellent customer service means providing additional service above and beyond addressing the client’s inquiry. At the end of the day, the client was pleased about the service provided. Exerting every effort and empathizing with the client, as if we ourselves were in need of assistance, is required for excellent customer service.
Where do you see yourself five years from now?
Now, don’t go saying you plan to be in abroad at that time (even if it is the truth). The last thing an interviewer wants is a new employee who has no intention of staying with the company. Tell them that by that time you hope to be one of the big bosses, either manager, supervisor, or in a different department. Tell them that you are serious about this job application and you plan to stay for a long time.
You can answer by telling them in 5 or 10 years, you see yourself having a family, happy and progressive. You are successful with your job and you are already promoted to a higher position. Thanks to your job you are able to achieve your goals in life and support your family. You have to make sure you tailor fit your answers to your real goals and dreams in life. If you plan to have a business someday coming from the savings you got from working in the company, then that would be a good answer too. Remember, just be positive and figure out a way to credit your job, as a mechanism for you to achieve your dreams in the future.
Why do you want to leave your current job? (Why did you leave your last job?)
Be careful with this. Avoid trashing other employers and making statements like, "I need more money." Instead, make generic statements such as, "It's a career move."
What are your strengths?
Point out your positive attributes related to the job.
Which adjectives would you use to describe yourself?
Answer with positive, work-oriented adjectives, such as conscientious, hard-working, honest and courteous, plus a brief description or example of why each fits you well.
What do you know about our company?
To answer this one, research the company before you interview.
Why do you want to work for us?
Same as above. Research the company before you interview. Avoid the predictable, such as, "Because it's a great company." Say why you think it's a great company.
What past accomplishments gave you satisfaction?
Briefly describe one to three work projects that made you proud or earned you pats on the back, promotions, raises, etc. Focus more on achievement than reward.
What makes you want to work hard?
Naturally, material rewards such as perks, salary and benefits come into play. But again, focus more on achievement and the satisfaction you derive from it.
Why did you not pursue your course?
“You graduated with a degree in a nursing. Why did you not pursue that course?”
Here is a sample response :
It was my parent’s decision for me to take the said course, but if you were to ask me then, I would have taken either psychology or management. I knew at the back of my mind that by the time I graduated, the field will be saturated with nurses and finding a job will be a real challenge. I was right. I am happy that I finished a course but I am also afraid that reality has caught up with me and pursuing my course is not only a far-fetched option, it is no longer practical. My career shift is a result of two things: that the call center industry is the most viable, and two, that my belief in life is akin to customer service. I believe that this is the industry where I will best thrive, that is why I am applying as a call center agent and no longer as a nurse.
When an interviewer asks this kind of question, he is not poised to automatically fail you simply because you graduated with a degree in nursing (or any course for that matter); he is probing your motivation for finding work. He is looking for any indication that you plan to leave when you see the next opportunity. Therefore, the focus of your response should be to surmount this bias.
Also, remember that a recruiter has a quota, if he sees that you are qualified for the job and that you won’t jump ship at the next port, he may be able to defend your case and offer you a job. Finally, an applicant MUST always do research, especially about the company’s background and the requirement for the job vacancies. Some accounts are very specific about their requirements, one obvious example is an IT company looking for a Level II or Level III TSR will, of course, not hire a nursing graduate.
How would you describe the color red to a blind person?
This question is a little tricky. The interviewer is testing your spontaneity to see how you think. We all know we have five different senses: sight, hearing, touch, smell, and taste. A blind person is missing sight, so in order to describe the color red you will need to use the other senses. For example, the color red is like a loud noise. It is a very loud color.
This is a tough question especially if one is caught off guard. The key to this question is to be creative. You have to use your imagination. Your answer has to make sense to the interviewer. It does not need to be scientifically true, what’s important is that it makes sense. A sensible answer will sound something like this e.g. “I would describe the color RED to a blind person as a color that defines love. It symbolizes passion and warmth. It is a color mostly associated with beauty and splendor. It is also the color of blood, which represents pain and suffering…”
Do you have any questions for me?
This is usually the last question in an interview. Even still, you want to leave a great impression on the interviewer by asking for more information about the company or even about the next process in the application process. This will show that you are sincere in your application.
Be careful with the type of questions you ask. Some ask very basic questions that’s not even worth answering and would turn off the interviewer. Remember to maintain professionalism and politeness in your questions. It’s good that most of the time, applicants don’t ask questions and that’s perfectly fine. However, if there are things that you need clarifications with about the entire process, then go ahead and ask. Just make sure your questions make sense.
GOOD LUCK ON YOUR APPLICATION!
_______________________________________________________________________
URGENT Hiring Call Center Agents!
-Customer Service Representatives
-Technical Support Representatives
Minimum Qualifications:
Completed 2 years in college (if no call center experience )
or at least high school graduate with 6 months call center experience
Must have Good English Communication Skills
Willing to work on holidays, weekends, overtime, and shifting schedules
Computer literate
Note: Accounts/positions, salary and benefits will be discussed during job offer or you can ask during interview. The company offers competitive compensation package.
Ways to apply:
email:
send resume to eduarddupalag@gmail.com
send text to 09285202905
Use this format:
Apply:
-complete name
-contact number
-highest educational attainment
-call center experience if applicable
-address/preferred site
Thank you and good luck !
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