Aegls PeopleSupport isn't just a place to work. lt's a place to build a long-term career.

lt's an exciting
environment. And it's a @mmunity. We attract and recruit the best people, and create endless opportunities for
growth and advancement

ln the Philippines, only one out of every 40 applicants is chosen to become a member of our team. But once
you're in, you benefit from the team-oriented culture of Aegis PeopleSupport. We helo each other succeed. As
our name implies, we're people supporting people.

You will be on a career fast track in which achievernent is recognizecj and rewai'tjr:d. i-ligh perfi:rmanc# is wiiat
we're afi about. But we have fun, too. On last count, there were 7 bands nrade up of Ar:gis Pr+aoieSi:ppoi'i
einpioyees, who play at special company events. We have our own sports teants

Frcrn our staff to our managers, in all our centers, we maintain a fun yet professionai environrnent ur' d'vnarfiir;
and friendly tearr nlayers.

\rViiat we are looking for

A,egis Feaple$uppclt is equ+iiy inte;'e;h:d in ysyl skills and experience, as we ere in yoLl'i" veilrss. luuis +:^ll
interesis. 'fJc want peo.rle rruh* ctn L;'i; ig; to tl're vrorkplace the passion th*t cjriver: ihqii-r ia rjl'ii)6]1.

VV*'re l':+ktrrg fcrr firiure leaders who are +lNciteci ab+ut bullding a gre*i c*i*liarrld ,;ir.;i ili+*ciirinii l:*i'
coi'rtrih'utcrs to a fust*grr"rwing fiFO irtriustry.
.c,
!",qr,. i'/11^.'f .'-i
Wtru jr.;ir;,ri eSis. Feolile$ upy;*,n

--r,. ): .., .._, i.r.r.il.i-.*,

:.:i,l

iL'; afid f.*L*rfifd€ilJ,

t^'*r.ilgI riA,i:i*
Iia,iei i;i+:tefil;.i *::<it:iltjea i,t .tii,: i;?:iilii-i,
,-, ;*lipericr *e;:iii'i care eli+i'rilt}* tc depr:ndents
:rrt,t:J
, i?.rri:'aiiiinrir.^* ii:*ertl;iie$
: i !tiiVT;
t". ' rr,:r,f
-"'"**;r it:lvr:iiseiilertl. t.t,Jt:;'.rgj.i-lttitiei; tltat sei 1iL,!':ir:tjiio;:,rri .*\.-,: , ,-ll: i i.i;' r-:;,:.
.

prrir+ssro*el gcais.
" i)u;'llrcfessiona! d*veiapment training conducted by ihe Aegis P*c;pie$irpili::i L.lili"dersliy i:* rJsrf*;*
'icw;:i"ds iire continr:ous improvement cf our people, increasing their marketa"biiity an,ri fuii'iiin:ent.
e, '."#e inrrest ,'', u1"1s-r-r?-the-afi technology, facilities ar:<3 equipn:ent to maii-.tairi a i:ii;i:i;; *ffii:ir:rl
r.,rcrkf*rcg.
", Enrpioyee interest and welfare ai'e very important'ro the Company. !n',le reei:gni::r: th* ,;iS i.oie r;l,i
!:ieii-')ole olay itt our growth and we rr,:ward them with first-rate ernployee prsgiram$ il*L+ $srvic+".i
" ii',/e are a financially stable eorfipany, as pr*ven by our experience of stear*y anni;*i gru..uili, ali';ii .r,*
heiisve in having our employees share in the company's advancem*nt arici :*tabiiitri.

;"rrrli 'il ti:+ thirtls thaf sf.}eli r,"rri:i;i l-:nrlara;lell'f! f*re+;tri t"iifr:r..,
tr/

Improve
Outbound -call center agents calls to customers on behalf of a business or client. Calls made
from the center can lnclude telemarketl es or fund- cal
list
.-;+. uodatino. survevs or
!Er'iii{eF(s...safr}t:r*{'

inbound calls (calls initiated by the customer) rather than outbound calls. A call center may
handleeithermightdealwithacombinationofthetwo.
Voice: A term used in business to describe the process of capturing a customer's requirements.
Specifically, the Voice of the Customer is a.market research technique that produces a detailed
set of customer wants and needs

Non voice: Act of imparting or interchanging thoughts, opinions, or information without the use
of spoken words. Nonverbal communication is used in marketing research as a key variable to
determine consumers! attitudes, values, and beliefs regarding a certain product or service.

I Outbound- Gql.lp - A cali center agent or representative contacts the customer

sr#G*e)#!e.

Inbound calls * A call center

t,v .*rx' agent or representative takes calls cominE into the contact cenier.
dffq,!#.tfi&,
Note: There are comments associated with this question" See the discitssiori paEe tr: add to the
conversa:i0r-i.

Reaci
mOre: i1-l.ii :' -ti.t-.t 1a,,, :r-r.i

In inbound process we just satisfy the customer and solve the problern relateci to our
company
A.nd in oi.rt bound process we just call the customer and sellinq the corni:ap,.r prodr.:cts

In inbound process we just satisfy the customer and solve the probrlem r*lated to ,.lur
company
A.nd in out boijnd process we just call the cttstorner and selling the cornpen\r producl-s
 Cali renter applicant: Well, as tr said a while aga, my neme rc fyorrr nomeJ,Iyorrr agel and I liue at
iPin'51*l addnassi.
If 1'our narne is printed on the r€sume that they are holdi:ng, it vr.{llbe better not to sa), j,our np.ms. fall
center recruitment officers wiil be wise enough to glance on your refllme once in a while to lrrite their
rr-rrnmenis- Besities, they rviii rcmemtrer y()ur rrame as s(x)n us tirey erre cunvinced thai y(]u irre read-v [rr
prcceed to the next step iof your appiicatian prrxes.*)-
f'

Sarne ttring for the age anri phy'sicri address, rrnir:ss there wiil he issrres that nee<i io ire ehecked
in'rurpr{iatcir.' irerier ireer-r tirrrcr' rlete iis !1lr rylr}er'

Csii s:esrter g:rl tip: recruilmenl q--'fficeru ned -ro knoyr lnors r-'f]aour irriemsis an,j irorry -you
t*Ii ce[l*r
carr reiaie th-s;e in t'r-N-rr firture ierh in the r:aii c-*jrlEer. &-i urnceatrate wour answaa. FS .:iE rh{Hie iieiaiis insleai-i
-
_-- J -
*_- J ''

rglrtrat
^-* },e$r elassm*te.sy'*trlieagu*s s*y about you
gi6r

Cerlnrn*ri :nlr:ia.i<*: Girtrig riei:liis. tiuri i:ligh-t riiin l-,-irr- .?.ari v*-;r,l:- ,.lllalar:ter ic iire I.i{i,.-'e.qs

Call r:enier rrppliullri: "${*:il. nrgr r:Ir-rtsrn*fa:s sr;ry ifisf icrn lu-{tG-rj- alr-qrr- i{; q*:f alcrurl rr-r'iiir, undel-.,.ir-rr.r'?ilr,,
t:tc. . .'
6roii 4.yrlr fnr *nniinrnt. "!{i; e o!! eo g :}es say th+.t ! t*::- ttti k* t!L,s, s- te {*n p! :t_,; *:. -."
"t!1-end!-g,

i'i:.-,iitt il,rw t.'+,'ntusttiilntf ut}*orl-*lla,i*i.v ieii r-:ur e=:ii *enter rer-'ru!iltreni alficers ilal iire-y siruui,j ,:,-,lrsi,irl.
oi-irer r-'aatii.ia;-.:* instead. Evgri rfur-rugL iirr-;--- rrlarrl-gf yrlrl ts feel rxrmirrrF-alrie arid s.:ua<i naiurai !i! l.'iirir
ansllre!'s, the,v need more de-tails th::t Lr*ild voer *lrarerrter tlp- TleS'need rrrore of pasitive
".e_-rrfr
ch?racl.eri-stics as a person well suited fcr a caii centeriab.
C;:EE ccclt*-r ga[ fip: Br-: hclac-st ar(i ]'r-:i ix: rprc'ftr] thc cic:taiis vr-rri r.clii tr:il thr_:m. I -,+.*t:t tr-r strE;** +tr thr,:
<lf
iiliI-q-trtru].je ,*.t gi-"rng tlretll lMEe of 3.'+r:r' persinve t!:*tts. If tjrey asked y+$ to eslNru::d rE !'+11r i-!-!!s1!e1.s,
thrrn ha r+qdrr tn felated affSt.r:gtS.
.":J;::_:J_ )
"-tf.e
,.ftrvv-,r.\
(l]Y'-r ( '
'
,'-l' i.n - =
'['/'i-'
." --
,/:+.pi=iil"-* riu wru rs-a*i- t+ *,slr*- ip dris,m;i:rd*re.iicxr
\J-.
r:it center:rnniiea.nl;
--_i-r--=_,. "! fieard yarlr org-.lr.rxrnrrrr Fcifs cqii {:e'.r(i-:r- {Jgerlrs r-r.reii-"
*Becetlse
'--a-!l renter applicant: trtl;liendtald nze rliar it is e*sr; tc g*t c pxyn**.oy.t h.er€.,
r;alL ceuter applica*t T'lris r's one ai the cali centers tlwt I knsu: *f tLt-irichnas
s.ieepinri qr{{:?'re,-s c,-rri ir's
irrrir-r.'farui iwe*use i iit:y fur -{t.afi ivrt-"
fi.rsiislrJl mi.stakt: ]{r-rq d.1!,Eir. a i_:r_i_q]}Itar}}r r:e__sear:e.tr prigr ili iirs:. irri:i:rvie".t:

iil
There ang a lot of call center companies in the Philippines and I understand howtempting.it is to,sdrid
resumes to every call center companies that they see. Observe how applicants go crazy over submitting
their resumds in job fairs, only to be clue,less about those companies when called for an interview.

CalI center gal tip: Do y611 homework. Make a list of the companies you rvant to apply for a call center
post. Use the internet to gather information. Most t#Br- center companies have a website to
"all
provide you information that )/ou can mention in theffiinteniew. It's better to tell that you got those
information using credible sources instead. I am not sa).lng that you can't rely on what your friends tell
you. Call center employers rvill appreciate it better if you checked on the resources that they made
available like cornpany w'ebsites and urarketing collaterals.
4. What is your philosophytowards work?
CaIl center applicant: "Time is gold."
Cail center applicant: 'e[y worlg p".lilosophy is that you need to unrk hardfctr gou to get u retaard."
Common mistake: Usiug an answer
"tdl:lS.eb

Cliches are overl-y famitriar phrases. It may be tempting to use clich6s in answering questions like this
because it can easily fill in someone's thoughts. But if this is your only ans*'er and you cannot expound oJr
this cJicir,5 then 1,ou inisht aat larrd tltat ,:all ci::',ter job,

Call cenEer gal tip: Frame your anslt'ers txrsed on how y'ou reallS, u'ork on something. If you realiy i,alur:
time as part r-rf yr;r"rr rrtrrk phil'rsophy, bette':' be prepared ltith irrstances rvherein you used time to ).our'
adyantage. Y.;r-i can fr:nn better ans\'{ers than h-v just using clich6s as canned response.
This is just the fi.rst of the three-part series about top ten call center job inten'ieu, questions. Feel tree to
send me your comments and suggestions by leaving a message here. Thank you for reading-

Please click on Call Center Job Interr'iew Questions Part II and CalI Center Job Int.erview Qge-s:iqug-Pa4
III to check the nextr set of top cali center inten'ien'questions.
 .. 11i:;::

Workinggs a customer sen ke representative"trequlresithe employee to effectivety deal with customers

who have very dlfferent pensonallties and temperaments. What experlences harae you had that
t-:
demonstrate your skills in dealing with diftrent types of people?
Employees occaslonally have to deal wlth angry and verbally abusive customers. Assume an
angry customer beEins yelling at you about some problem she's having with your company.
However, you are not personally responsible for the problem this customer is having. How would
you deal with this customer?
Assume the following: A customer calls and tells you that because of some unusual
clrcumstances, he's golng to need some extra tlme to make hls payment. Assumlng you have
the power to make the decision, what other kinds of information would you want to have before
making a decision about his request?
From time to time, you may receive requests from customers that are not in line with standard
policies or procedures. In some cases, we're able to make exceptions to our policies and
procedures, but in other cass, we're just not abte to do what the customer requests. If a
custorner asked you to do something that clearly could not be cione, what would you say and
do?
Dealing with a high volume of customers is a reguirement of ihe job. Tell me about a time when
vou had to work under pressure ln a fast-paced envlronment. How were you able to perforun
successfully in thls environment?
Taking calls whiie typing is a requirement of the job. Describe your talk and type skiils, when
nave you used this skill in your work history? What is your typing speed?
How do you calm down an angry customer?
How n'lany languages do you speak and,/or write? Describe your fluency level.
Describe a time when yr:u had to deal with an irate custorner who was abusive? Fiow did you
nandle it?
i - Be ''r'ou;- s*if
2- Talk buslness
3- Add a'va$ue to the interview
1. Is customer always right? why?
1. What are the main atEribuies a call ceni-ei'agent shoufd have? dc you have themt)
l- What is a cai! center?
i. f'/hat are the different depai'tments iri a cail cenier?
;. V{hy should a call center hire you?
i. What is the customer service for you?
lJhat are the main skilts a call center agent should have?
"low to handle an upset customer?
s customer always right ? and why?
Vhy should we hire you?
-atl Center knowledge requirements wilt vary depending on the company, product and scope cf
,::e position. However typical knowledge requirements for a call center position inciude:
Typing/keyboard (usuaily over 30 wpmi
aasic computer and technological knowfedge
knowledge of relevant softlvare applications
,'iu'lleric, oral and written ianguage applications
adrninistrative procedures and information processing
customer relationship principles and practices
:uestions around the knowledge i-equirements can be answered by i-evie'*ring your
CV or resume
s they refer directly to your qualifications, training and work experience. prepare for call center
iert'iew questions that explore your reievant training and work task experiences relating to the
:ecific knowledge requirements listed.
xamples include:
i hat are your computer skills and what software applications have your used?"
it'hat slze was the customer database you dealt with?"
 : li I

l
r.!N.rr.itt:',r{:Irtl,1.Jr:rl.}a1 :

Remember, you have to reply to this question in all seriausness ano slaril*:stness - never ever
give the impression to the interr;iewer that you are taking the job ir.;ct until you get a better one
or for fun and profit. Be serious and say in a forrnal voice thai y*i: i' ant tc i-nal':e a career uut of
working in a call center.

5. Question: Describe the impoftance of tearnuuslrk anc! teary: :;piriti'

AII call centers thrive on team spirit and if they get a whiff thal y*i.i ':it it ilnor rirld nrill turn
hostile while working in a team, they won't hire yr-ru. 50, gr: i*h';;.ti,,i':ri piii', Ltp L;ome
management books that expol.;nd the r,,irtues of teamwork and l;ry rl ,:r; thi,:k cJirring the
interview.

These are the top 5 call center interview questions you can expect 1,.'be asked. If you have
applied for a technical job, then expect the questions to focus on tht t,echnical subject with all
the others questions being nrainly fluff.

A call center manager's interview questions will mostly focus on te,rti buikling, team spirit and
man-management skills. So, whatever job it is that you have applit,r.i i'ur'; prrpi:i'e in the manner
we have advised you and you will come up trumps,
Answer
Honest, and be confident..
Answer
How do you negotiate with clients,telephonically to achieve a win-v.l* situetion?
Note: There are comments associated with this question. See the discr-rssii: ; page io adr.i i.c.: lhe
conversation.