A call center agent has to be patient, reliable, and with excellent communication skills. It is someone who is willing to talk to clients, even if they are pushed to the edge. If you’re applying for this job, you need to prepare for the following possible questions in an interview, also, you should have a well-crafted resume according to 2018 resume trend. There are also answers that you can practice to keep you ready and relaxed.
People working in a call center have to be prepared for almost anything. Are you prepared for your call center interview questions and answers? If not, here’s a call center interview questions and answers sample.
Q: Describe the perfect call center worker.
A: A combination of calm, authoritative, and polite, a call center worker can get at the heart of a person’s problems, and be likeable while doing so.
The interviewer wants to see what you’re striving to become if you’re striving to become the best call center worker you can be.
Q: What is BPO? What is its relationship to call centers?
A: BPO stands for Business Process Outsourcing. Call centers are a part of BPO.
The interviewer wants to know that you understand the broader picture.
Q: What is your background of a call center?
A: My idea of a call center is a place where agents take calls from clients and provide a solution to their queries. I also know that it is a place for people of diverse culture, schedules, and business offerings.
The interviewer wants to know if you already have a background of the industry.
Q: What is the reason for your leaving your last job?
A: I left my last job because I seek for a continuous growth – both for my personal and professional career.
The interviewer wants to know your reason for leaving your previous work and to make sure that it will not incur any further complications for the company.
Q: Tell me about your strengths and weaknesses.
A: My strengths include my organizational and communication skills. I am fluent in communication – both written and verbal. I am also abreast of telemarketing software applications. I am also capable of talking to people effectively. I can persuade people and keep them informed about their queries. I also listen well to people to identify their needs and provide resolution.
The interviewer wants to know how your strengths and weaknesses would transpire to your job as a call center agent.
Q: Why do you prefer to work for this company?
A: I prefer to apply for this company because it is known for providing valuable training and development for its employees. Being a person who loves to learn, this value proposition is very important to me.
The interviewer wants to know what is it that makes their company outstanding among other companies when it comes to applicants. Here, you need to highlight the advantages of the company.
Q: How would you handle an escalated call from a client?
A: I understand this is not an unfamiliar scenario in a call center. I believe that escalated calls are those important and urgent matters that clients deem to be answered right away. I would try to answer the client at my best.
This is also a matter of pressure question. You need to handle it politely.
Q: What are your characteristics and skills that make you suited for this job?
A: I am a highly organized person and I am fond of providing solutions to people’s queries. These characteristics make me a suitable candidate for this position. Also, based on my years of experience and value proposition for this job, I think I am capable of handling this work.
The interviewer wants to know your characteristics and skills that can be utilized to assemble a strong call center team. These characteristics will determine if you are able to handle the pressure from your job.
Q: How do you see yourself five years from now?
A: I see myself as a successful Team Leader or Manager in this company. I also see myself as a wiser and better person. Given a chance to work in this company, I can envision myself participating in future telemarketing activities that will help the company boosts its call center business.
Provide tangible and possible answers. Companies love people who have plans for the future.
Q: What is your idea of an excellent customer service?
A: My idea of an excellent customer service is providing suitable solutions for the customer within a short period of time. It is also about going extra mile for clients’ satisfaction. I was once a customer myself and how I needed things to be provided is what I would offer to my clients here.
Since you will be providing customer service, you should have the idea of what clients might be looking for. At one point in your life, you had been a customer yourself and you want an excellent service. By this idea, you are able to provide similar service to the person requiring it.
Q: Why should we hire you?
A: You should hire me because I possess all the qualities you are looking for in a good call center agent. I am proud to say that I am an organized, well disciplined, and flexible. I also have seasoned experience in telecommuting. I am a fast learner. You can rely on me to do my best for this job, and that I am willing to go extra mile to provide excellent customer service.
Be positive. The interviewer wants an applicant with radiant positivity. Sell yourself as you are a commodity with the highest value in the market but everybody wants you.
Q: Are you comfortable handling multiple lines?
The interviewer wants to make sure that you understand the full scope of your responsibilities.
Q: How do you handle pressure at work?
A: I am an organized person. I establish priority on my workload and keep them on a timetable. This is to ensure that everything is finished on time and with of good quality.
Here, the interviewer knows that this job entails pressure that is why they need to know how you are able to handle and respond to such situations
Q: How do you handle belligerent callers?
A: I try to let them vent, while also informing them that I can only listen if they make sure not to swear/be abusive. After that, I try and fix the problem that got them so worked up in the first place.
The interviewer wants to know that you can keep your cool.
Q: What is it that makes you want to work at a call center?
A: I think I’d be good at it. I’m calm, patient, and I enjoy talking to new people.
The interviewer wants to understand what’s motivating you going into the job. If it’s a realistic motivation, they want to see that it’ll motivate you for years.
Q: Would you consider yourself a team player?
A: Yes, I think it’s very important that I’m able to have a good, working relationship with my colleagues. There’s a lot for me to learn — and maybe even a bit for them to learn — if we can come together and compare notes on what works and what doesn’t. A team is always more powerful than an individual.
The way you interact with a team indicates how you might interact with people in general.
Q: Would you have a problem working the night shift?
A: Not at all. I’m available whenever I’m needed.
Some call centers run 24 hours a day, which means that they need people who are willing to work the night shift. Flexibility is a real plus here.
Q: What sort of salary are you looking for?
A: Roughly $40,000 a year.
This question shows how much you value yourself, and it also opens the doors for salary negotiations.
Image credit: callcenterheroes.com
We hope you enjoyed this call center interview question and answer. If you study call center or accountant interview questions with answers, it should be a no-brainer to succeed in the interview.
Make sure you come prepared for the interview and that you did your homework about the company. Hiring managers love applicants who extend the effort to know more about the company. It means you are dedicated and really interested in the job for which you are applying. And lastly, keep calm and just be your true self during the interview.
Reconsider our call center interview questions and answers before interview to get a desired job!