Customer Care Agent

ERC – Santo Domingo

We Create Opportunity
RD$145/hour with monthly bonus potential for production and call compliance
Uncapped referral bonus potential
Health Benefits offered after 90 days
Paid Holidays
Paid Vacation after 1 year
Paid Training
Employee perk discounts that include local restaurants, gym memberships, event tickets, and more.
Opportunities to gain valuable professional skills through on-going training
Career growth opportunities
Fun, innovative culture that will challenge you and support your growth
Employee Wellness Program
Weekly Employee Engagement Activities
Non-Profit Awareness
ERC Cares Program

We Don’t Believe In Limits.Most of our employees begin as a call center agent – one of the most valued positions in our
company. Agents are our front line, speaking to customers on our clients’ behalf. And when they meet their expectations and
reach their goals, ERC as a company excels.

Job Responsibilities:
Process incoming service requests/claim calls from customers and clients
Provide general customer service including establishing service initiation and providing assistance to customers and clients
throughout the service delivery process
Capture information and enter data in computer in a timely manner
Process customer claims and follow up as needed to ensure claims are resolved timely
Performance is based on daily call volume/effective resolution compared to assigned monthly goals

We Don’t Breed the Weak. Let’s keep it real. We haven’t gotten this far by simply checking the boxes and delivering the bare
minimum. We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform
themselves. Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential
and prove to ERC you want to be more than average.
Must be fluent in both English and Spanish both verbal and written
Dominican ID
Effective communication, negotiation, and problem solving skills
Strong oral and written communications
Strong customer service and organizational skills
Must be comfortable navigating between multiple computer screens and systems

Interviews for Top Jobs at Convergys

Customer Service and Sales Representative Interview
Application
I applied in-person. I interviewed at Convergys (Jacksonville, NC).
Interview
It was a couple steps but none too difficult, it was a brief interview answering basic interview questions i.e What experience
do you have with customer service, tell me a time you had to calm a customer down, questions on sales experience. Then a
brief typing test which was literally 1 minute. Once they accepted me to the next stage we then had a group meeting to give
us more… Show More
Interview Questions
What experience do you have with customer service, tell me a time you had to calm a customer down, questions on sales
experience, tell me a time you used a positive customer service experience to improve your skills. What's your most successful
sales experience.
Call center is a service desk, where a large volume of calls are handled by the customer associate in order to render services
to the client.

2) Mention the types of call center and what is the difference between them? The types of call center are
Inbound Call Center: In an inbound call center, customer associate will receive the calls regarding the customer’s queries or
demands. Eg: Customer is calling a Telecom Company to know the current tariff on internet service they provide.
Outbound Call Center: In an outbound call center, customer associate will make calls to their customer, regarding business or
sales related. Eg: When you receive a call from a bank offering a personal loan.

3) What according to you call center job is?.This question is asked by interviewer to know your awareness to the job profile.
So based on your answer they will decide what role or position they will assign to you. For instance, if you say that call center
is about dealing with customer problems they will put assign you customer associate Role. On the contrary, if your answer is
that a call center is a new business zone, where youngsters are employed in numbers and get an opportunity to develop their
career, they might put you in a HR department.

4) Why we should hire you for our company?.This question is an opportunity for you to showcase your talent and skill. You
can convince the interviewer by bringing to their attention your talent you got and depict how perfect you are for that job.
Also, you can mention some innovative ideas or concept that can help increase the organization profitability and credibility.
You can answer this question by saying that my past experience, my education and my personality actually fits the job. I am a
hard-working guy and a quick learner. Also, I like the concept or idea that the company is working on and that is what exactly
I was looking for.

5) What you understand by the term “Customer Satisfaction”? Any business depends upon the quality of the service offered
to the customer. To do so, you need to understand the customer’s need and their problems. You have to think from their
point of view and try to meet their demands and requirements. This is what “ Customer Satisfaction” is.

6) What are key attributes of a customer service representative? The key features for customer service executive are-
Professionalism, Politeness, Friendly, Courteous, Helpful.

7) How will you enjoy working in a call center? As I am an extrovert person and I like to interact with people, call center job
is a perfect for me. I like to resolve customer’s queries and face the challenges positively. Also, the pace of work in call center
and team members friendliness always motivates me to work for call centers.

8) What are your strengths? This is the common question, you might face in any interview. So, prior to interview do your
homework and jot down your strengths like subject knowledge, computer skills, communication etc. Also, how you can relate
your strength to your current job. For example, you have a good hold on some language, or you have some good marketing
skill or having ability to convince other.

9) What will you do if customer abuses you on the phone? The first thing that I will do is to stay calm and listen to the
customers problem, and try to figure out what made him/her annoyed. The next thing I will do is ask politely to the customer
to calm down. Then I will assure him/her to solve their problem. The last thing that I will do is to identify the root-cause that
creates problem to the customer, fix it and ensure it never happens again.

10) What are the key features you think that customer associate should possess to become perfect customer
associate?.Good listening skill, problem-solving, concentration, and patience are some key features that make a perfect
customer associate.

11) How you handle work-pressure? To handle a pressure situation, I always try to keep the focus on work and avoid
frustration.

12) What experience do you have in a call center? If you are fresher and you don’t have experience, then you can mention
something that can relate you with a call center. Example, I have worked in desktop support, or I am holding a certificate for
mass communication, etc. If you are experienced, narrate the same.

13) Mention the types of customer service field? By pone, Public relationship, Face to face
14) What is your typing skill? This question means how many words you can type in a minute. If you know the number, you
can mention it but if you don’t know then just tell that you are good in typing skills.

15) Can you handle multiple calls at the same time? If you have an experience of handling multiple calls, then narrate the
same. In case you don’t have experience mention that once training is provided, I could handle multiple calls with ease.

16) Are you comfortable with night shifts? This is a question often asked for call center jobs, there are many multi-national
companies that outsource their work to other countries. Such companies demand for night shifts as their working hours might
be our sleeping hours. So based on your preference you can reply to this question.

17) How you rate yourself on communication skills? Call centers always look for an employee with good communication skills,
and you can rate yourself near 8-9 out of 10.

18) What is the key to success in a call center? A call center is all about providing quality service to customer. If you are good
at handling customer well and offering a good service then you can be successful in call center.

19) While talking to customer, what are the procedures you follow?
Greet Customer
Introduce yourself to customer
Ask customer how you can be helpful to him/her
Listen to the customer patiently
Try to help the customer with best possible solution
Cross check with the customer if he/she is satisfied with the solution
Make sure whether customer need any further assistance

20) Do you enjoy working in a team? Any work in an organization requires a team work. So, answer to this question should
be always positive.

21) What is virtual call center? Virtual call center provides a technology or software service, through which the customer
associate or agent can connect to their customer from any location. This technology involves host server and the equipments
to run the call center. This service is rendered on monthly or annual subscription. Agents can connect to the host server and
can get access to the customer data. The benefit of virtual call center is that you can work from home.

22) Do you like multi-tasking or you prefer to tackle one problem at a time? Depending on the situation, I could do multi-
tasking or could tackle one problem at a time. But multi-tasking always has the upper hand because it increases your efficiency
at the call center.

23) What if the customer is not happy with your answer or solution? If the customer is not happy with the answer or solution,
then I will ask customer to hold the line and pass on the call to supervisor or a team leader.

24) To improve customer service what will be your approach? To improve customer service, my approach would be to take
feedbacks from the customer and ask them how we can improve in solving their problem and render them a good service.

25) What will you do in a situation where system shuts down and you still handling customer on the phone? In the middle
of handling phone, if the system crashes then I will ask the customer to hold for some time till I get a power back up and if not
then try to resolve his/her problem with my knowledge. The best thing in such situation is to ask the customer to call back or
note his contact details so you can call once the system is back.

26) Mention what are the key attributes of a call center executive? The key attributes of a call center executive are
Friendly attitude
Ask the right questions
Accurate answers to the customer query
Professional phone relationship
Be the face of the organization
View a customer’s complaint as an opportunity to gain the customer’s respect
Resolve complaints patiently

27) How to deal with the difficult customer? To deal with a difficult customer you need to do following things
Listen to customer actively
Rephrase their concerns
Present a viable solution
Take action and follow up
Fix the problem at hand immediately
Use the feedback
Reduce the unpleasant situation happen again with customer

28) Mention how do you measure – good customer service? Good customer service can be measured on following basis,
Number of repeat customers
Number and type of customer complaints received
Number of referrals given by current customers
Sales figure if service is product based
Customer satisfaction surveys
Benchmarking service with competitors
Rate at which number of customers enrolled to your service
Number of returns

29) Explain how can you turn down a request from a valued client? To turn down a request from a valued client, you have to:
Remain polite and well mannered
Adhere to company’s policies
Explain the situation or reason for denial
Try to remain reliable to customer

30) Explain how would you handle negative feedback from angry clients? To handle negative feedback from angry clients,
Customer representative should be able to manage customer without being dominated
He should not be overwhelmed by a disapproving customer
Try to listen and understand customer issue before going after suggestions or solution

31) How one can improve customer interactions? To improve customer interaction,
Admit your mistakes even before your customer does and apologize
Take follow up if a problem is solved
Practice active listening so your customer feel heard
Try to identify a common interest or liking with the customer

32) Explain what steps will you take to deal with your unsatisfied customer?
Apologize and offer a better option
Act quickly and resolve the customer complaint
Take responsibility for what made customer unhappy
Compensate customer with better deal or free service

33) Explain how can you create a new opportunities for customers proactive engagement?
Use internet service to contact customer on social media
Use mobile often to reach maximum customers by sending personalized context-relevant offers or services
Customer Interactions must be relevant to customers interest to gain their trust and encourage them
Analyze the customer data and behavior using business intelligence tool, to understand its expectation for the service you
offer
Use cloud platform to keep your service updated with the latest technology and with minimum expenses

34) For implementing a CRM solution to your business what things need to take care of?
Before implementing a CRM solution to your business, you need to take care of following things
CRM strategy: CRM only works when there is clear picture of why the organization is doing it and how it really helps to improve
customer service
Choose the right CRM partner: A best CRM solutions are flexible and have a full integration capability with any other systems
in your business
Identify the highest priority: Implement CRM solution for the highest priority and return area first

35) Explain how to get a responsive customer feedback? To get a responsive customer feedback,
Offer feedback options on every page of your site
Present visitors with easy feedback form by giving them selective option
Give visitors easy-to-use ratings systems
Give option for a newsletter to skip or to register
Deliver feedback to responsible person directly via e-mail notification
Avoid multiple choice of answers instead encourage customer for descriptive feedback

36) Mention why a departed customer analysis can help your organization? A departed customer analysis can help your
organization in following ways:
Get valuable insight on why your customer departed from you
Which competitor is being selected to replace your company service
What was the expectation of your former clients
Help to understand weakness and gaps within product line or services.

37) Mention factors you need to take into consideration before doing a survey for customer service satisfaction? Before
doing survey for customer service satisfaction,
First consider the objective of the survey
Make your survey accessible online
Keep open-ended questions and keep survey narrative
Consider negative feedback equivalent to positive feedback it is equally important
Select the survey method that can yield real information in real time
Target putting questions that are relevant to service

38) Mention some of the useful online tools that can be used for better customer service? For better customer service tools
that are used
Zendesk
Assistly
Zoho support
Kayako
Freshdesk
Uservoice
Conversocial
Get Satisfaction etc.

39) Mention what are the key aspect that help to improve customer service? The key aspect to improve customer service,
Data analysis: Analyze the preferences of customers based on the data collections
Automation of business process: To improve customer satisfaction and speeding up the business process implement the
automation of business process
Self-service optimization: Explore new ways for customer interaction with your business
Workforce effectiveness: Integrate new tools and technology to improve customer service

40) Give an example where you use some data to improve customer service without spending any money? I have retrieved
a number of support emails that we received from our clients and figured out that a number of questions were asked
repetitively. I searched online forums and knowledge base to find out the solution for these questions. I made a document of
the solution which is now accessible to the customer. It was cost effective and helped reduce common repetitive questions
from the client.

41) Explain how can you build customer loyalty? To build customer loyalty, you need to
Track customer retention by surveying your customers
Analyze the data to see how many customers are new and how many are returning for your service
Focus on converting new customers into returning customers as a plan of your customer retention plan
Encourage employees to build connections with customers
Solicit feedback from customer so they feel that their opinions matter

42) While creating a customer newsletter what factors need to be taken care of? While creating a customer newsletter, you
need to include following –
General information about your company
Purpose of newsletter- Promotions, events, upcoming sales and new services/ products
Any photos related to the content
Any discount or coupons that may be included in your offer

43) How to deal with abusive/slang using customer? To deal with abusive customers,
Give a positive response: Assure the customer that you are there to help him and tell them that you require certain information
from them to carry forward
Personalize the conversation: Personalize with the conversation and call the customer by name and refer to their company by
name
Declare your intent and boundaries: Let your customer know that you can solve the problem and their demands are
reasonable. You should not allow customer to continue if they are too much aggressive; it’s time to use other strategies
Transfer the call: The best way is to switch on the call to the most experienced personnel or supervisor. Sooner you transfer
the call, the customer will calm down –it’s a natural psychology.
Discontinue the conversation: Warn customer if he continues with abusive slang you will end the conversation. If the customer
is still abusive even after speaking to them politely, it’s better to discontinue the conversation by telling them to contact the
customer service complaint department for further discussion.

44) Explain how can you resolve the problem to customer’s satisfaction? To resolve the problem to customer’s satisfaction,
you need to follow the following techniques.
Talk to the customer: Standard emails or letters might work in some cases, but often you can achieve more quickly with a
phone call. It will make feel customer more personal and understand their complaint
Figure out the problem and requirement: Listen carefully to your customers need carefully and ask them what they want
Ask about wider issues: Ask open ended questions like – is he happy with your service or product? What other feedback does
he want to give?
Offer something back: If a customer has a genuine issue with the service/product, and there is a chance of losing it, it’s better
to give him some offer/discount/coupons, etc. to keep him stick to your service.
Confirm your solution: To avoid dispute after coming up with solution on phone, it’s better to take follow up by email or letter
Take follow up: This is where most people miss- get a member of your staff to check that all is well. It will help to minimize the
common problem faced by customers.

45) How do you deal with the question you don’t know the answer that customer asked? If you don’t know the answer to
the questions
Never say, “I don’t know”. Instead say “ Hold on while I look for the information”
Tell customer it’s a technical information and requires a specialist, I’ll get back to you shortly with some possible solution
You can also tell customer like this –
It’s a timely question and requires some time to gather XYZ information
As per the latest information what we suggest to you….
I can answer that in part, but like to consider it further and get back to you
Do anything else that seems proactive while putting them on hold or passing note to colleagues, you can also keep them
engaging by asking questions

46) Explain what would you do if the customer says that it took you long to resolve an issue? If customer says that it took
you long to resolve an issue,
First ensure the customer that you are not far from him and was busy with his task all the time
You have to give him an expression that he or she is the only customer you are worried for
If required give him the explanation of whole operational path and the areas where the task can get slower

47) Explain how to deal with the customer having language barrier? To deal with customer having language barrier,
Install translation aids on customer service workstations
Offer chat, e-mail or customer support options in their native language if possible on top of the phone calls
Hire additional personnel with the language skills needed to work with this customer segment
Enroll language barrier procedures that can be used when handling foreign customer calls

48) How to deal with unreasonable customer demands? To deal with unreasonable customer demands,
To avoid conflict with your potential customer, you can always offer him an option that is reasonable
Pre-qualify your customer, before allocating anything to your customer make sure you understand well your customers
demand
Say-no without hesitation if the demand is illegitimate
Keep your patience while dealing with such unreasonable customer demands

49) Explain how to deal with customers who deny to pay for service/product?
Work with the customer not against him: Try to figure out the exact reason why he is not willing to pay without getting angry
on him. Be friendly and try to come up with possible options and plans that might resolve the situation
Communicate often in writing and document everything: Always start with a non-threatening written message asking for the
prompt resolution by a specific date
Don’t get personal or angry: Try to listen to customer with empathy it might be possible that your customer is in real financial
crisis, so instead of losing your nerves try to handle situation with empathy
Turn to collection service at last: Turning down to an attorney or collection agency should be your last resort. Also, remember
that a collector takes a hefty portion of any recovery while legal steps will include the cost of hiring an attorney and other
hidden charges.

50) Our call center is involved in activities that bend many laws. Would you work with us? Pay is huge
Personal ethics and integrity are indispensable to me while selecting my place to work. I will have to regretfully decline.

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It is a very useful and informative site. It enhances the knowledge and experience of the reader. I like it much.
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This is really good information for Entry Level, Remote Customer Service Agents. However, in my opinion, if you are an
individual, providing key information for others to use, you may want to review your information one more time, before
posting it online. The reason being, your blog has many spelling and grammatical errors. The number one rule of thumb when
providing examples for informational purposes, you should always use correct grammar! By providing this information, you
are acting as a teacher. Therefore, “A good leader always leads by example! Never ask of others what you are not willing to do
yourself!’
Good luck with your future.endevours!
Thanks for the constructive feedback.
Our Editor has proof-read the article and now its error free.
Sure. It will help to fresher
It enhances the chance of getting job and knowledge. Very useful and best guide to the person who wants a job in call centers.
Very good complete guidance for customer care professionals

Thanks a lot this is very useful & I also found unexpected information. I learned more I was blank but now It is clear
This is so helpful
oh thank you I didn’t have
It is very useful
This is very good question ad answer I like these questions
good job! much needed for those who wanna start up their carrer through bpo..excellent que and need much more
It’s Awesome
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thanks, it was very insightful.
thank you this is very helpful,, I am getting ready for my interview and now i just found this ,,,its very useful thank you so much
To dear .sir .work milega
Very informative and intelligent answer.
Excellent information for freshers to get knowledge about the call centre job profile.
I am thankful for the knowledge you shared here.Its very useful to inspire and help call center agent an aspiring persona.Very
helpful for bpo job seeker.

Why do you want to work at Data Vimenca?

In this blog post, I will be discussing the most common and hardest to answer call center interview questions. I also would be
equipping you (our dear readers) with valuable tips on how to answer some sample call center interview questions.

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up for free.

While call center interview questions will mostly resemble interview questions found in job interviews in other industries, the
content of your answers will have to be tailor-made for the needs of the call center industry. Job interviewers in the call center
industry will primarily be on the lookout for skills such as flexibility, customer service, multitasking, good communication, and
critical thinking.

This blog post featuring call center interview questions and answers will be presented in a question and answer format. The
answers will be given in a script format. This will be followed by a short explanation on each call center interview question and
answer.
Call Center Interview Questions:

Call Center Interview Answers:

Call Center Interview Questions and Answers Explanation:

Call Center Interview Questions:

Call Center Interview Questions and Answers Explanation:

Tell me something about yourself. Call Center Interview Answers: Well, I can say that I am a person with varied interests.
During my spare time, I like to sketch anything that I see on the street such as a dog passing by or a little girl buying candy from
the neighborhood store. These things fascinate me. I guess I like to observe people. On Sundays, I do volunteer work at an
orphanage. My volunteer work consists of encouraging wealthy people to donate money to the orphanage. What we do is we
go to the upscale neighborhoods of the city and tell them about the orphanage. When I have the time, I also like to read novels,
and play basketball.

This call center interview question is probably one of the most neglected and least prepared for by interviewees. Questions
like these seem very simple and direct to the point. Your answer though to this question will set the course of the interview.
From this very simple question, interviewers can likely guess at whether you are a good candidate or not so please do not take
this question for granted. Most applicants will answer this call center interview question with information already found on
their resumes like their name, address, and school information. Do not make this mistake. When being asked this question,
you are supposed to answer with information not found on your resume. Why would the interviewer want to know about your
name, age, and address when this information is already on your resume?

A very good answer to this call center interview question would be to talk about your hobbies. When you do answer this
question by talking about your hobbies, remember that you will also be indirectly providing the interviewer with information
about your skills. For example, if you answer by saying that you play sports like basketball or baseball, this tells the interviewer
that you are competitive. If you say that you like to play chess, this means you’re analytical. If you tell the interviewer that you
are involved with various organizations, this spells leadership and people skills. So do not take this call center interview
question for granted. Make sure to answer this question by giving the interviewer an idea that you are who they are looking
for. If you do not have any “good hobbies” (like all you can say is watch HBO, eating, and sleeping), another approach you can
take is talking about your family. Describe your relationship with your family. Talk about your brother, the pilot, or your mom,
the actress. Say that you are very close to your family, that you guys go to church every Sunday and watch a movie afterward.
If you like to watch TV, amuse your employer by saying something like I’m addicted to Game Of Thrones. I watch all Game Of
Thrones episodes on my phone every day. If all you have in your arsenal is reading, then make it sound better and more
interesting by saying that you are a voracious book reader. Rack your brain. Make sure that when you tell something about
yourself, it sounds interesting and will make you shine.

What is your idea of a call center?Call Center Interview Answers: My idea of a call center is that it is a place where people take
calls from customers and deliver superb customer service experience. I know that the people who work for call centers are
extremely flexible people who adapt to different cultures, different people, and different schedules all at the same time.

Call center interview questions such as this one aims to gauge how correct your expectations of a call center job are. Answer
this question by giving out your general expectations of a call center job. Describe the work (selling if it’s a sales account,
instructing callers if it’s a technical support account, etc.) or the people working in call centers. This call center interview
question will only be asked if you are a first time call center job applicant or don’t have any call center experience yet.

Why do you want to work in a call center? I’d like to work in a call center because I have the skills to match the ones needed
for this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and
how to deal with people. As a nursing graduate, I am skillful in dealing with difficult people and patient in working with irate
clients. In my course, we were taught how to be good listeners which I know, is a very valuable skill in this industry. Another
reason I want to work for a call center is because I know that the benefits and pay in the call center industry are better
compared to those in other industries. I also know from my friends that the chances of career growth in this industry are high.
In the past, I have heard of people getting promoted overnight.

Questions such as this one are only directed to applicants without any call center experience or first timers. Please do not
answer this call center interview question by saying that you need money to help your parents. The interviewer wouldn't want
to hear that you are in this just for the money. For Filipinos, please do not answer this call center interview question by saying
that you want to improve your English. By applying for a call center position, you should already be confident with your
communication skills in English. The answer above, by the way, is a good example of how you can relate your college degree
to a job in a call center. I purposely chose to provide an answer that a nursing graduate could give to this call center interview
question because of the many nursing graduates in the Philippines trying to look for a job in the call center industry.

What are your strengths and weaknesses? I am a very patient person capable of dealing with irate and demanding customers.
I can think out of the box, so I have exceptional problem-solving skills. I have good communications skills, and I can learn how
to operate new computer programs very fast. I am a team player, and I get along with people very well. Those are my strengths.
As for my weaknesses, I guess my biggest weakness is working too much and not knowing when to stop. I would say that this
is a weakness because sometimes.

I would render too much over time that it becomes detrimental to my health.

Questions like this one are pretty much self-explanatory. With this call center interview question, you would want to answer
by enumerating skills that are needed as a call center agent or customer service representative. These includes (but are not
limited to): flexibility, adaptability, good communication skills, good listening skills, patience, proficiency in Microsoft Office
programs, good typing speed, and excellent multi-tasking skills. Of course when it comes to your weaknesses, you don’t want
to answer by saying that you don’t have any as this will make you look egotistic. So make sure to be prepared to come up with
at least one weakness that isn’t too negative. Examples of weaknesses that aren’t very negative are: being workaholic and
being too friendly. Answer this call center interview question with a lot of confidence.

What makes you qualified to work in a call center? I am qualified to work in a call center because I possess qualities which
makes one a good call center agent or customer service representative. I am very flexible; I don’t have complaints with shift
work or working at nights and with split days off. I am willing to learn, and I am not intimidated with learning new things. I am
very patient, and I know how to deal with stress. I believe that these qualities make me qualified to work in a call center.

Answer call center interview questions like this one by just reinforcing your answers to the previous call center interview
question presented. You can also answer this question by expounding on your strengths and good qualities.

Why do you want to work for our company? Call Center Interview Answers: I have heard nothing but good things about this
company from people who have worked here. People say that the accounts here are very stable, the management is kind to
its employees, and everyone is friendly.
In answering this call center interview question or similar call center interview questions, simply cite the company’s positive
attributes.

What has been your most significant achievement? Call Center Interview Answers: My most significant achievement would
have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition
and it all culminated in my achievement of a college diploma.

This call center interview question aims to look at how you see yourself as a person. Most of us would apply for a job at the
age of twenty and at that age, it is presumed that you already have some achievement even if it is only in your own right such
as motherhood, marriage, etc. Rack your brain. You’ll think of an answer.

Give me one quality that you have which will not make me hire you. A lot of my friends say that I am a perfectionist. I never
consider something done as long as I don’t find it perfect. In my previous job, I sometimes would go on over time just to make
sure that I complete all my tasks; and they are done to perfection. I show up for work every day, and I am never late. I remember
that when I was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to
come up with a play, I would always be the one who would be insisting that we practice three times a week, and all my
classmates would complain and get mad at me saying that they only want to practice once a week. Being a perfectionist can
be bad especially when the people around you are lazy but I believe that in certain situations, it can be a valuable trait.

Call center interview questions such as this one are tricky and will stump a lot of people. In effect, this question is asking you
for your weakness. Do not give an answer saying that you don’t have any qualities that are negative. If you do this, you will
look proud and conceited to the interviewer. The best approach to answering this call center interview question is to present
a trait of yours which is not that negative. Examples of traits that are bordering positive and negative are being a perfectionist,
overly friendly, too loyal, and workaholic. Of course, reinforce your answer by explaining this trait of yours to the interviewer.
Make sure as well that you know how to turn your negative attitude into a positive one (just like the interviewee did in the
interview answer provided above). Remember to answer this question with a lot of conviction and confidence.

How do you see yourself five years from now.

Call Center Interview Answers: I see myself working for this same company but with a higher position.

In this question, the interviewer wants to know if your goals in life are in line with the company’s objectives. It is good to be
honest with the interviewer on this question so that expectations will be properly set.

What are your goals in life? Call Center Interview Answers: My short term goal is to have a stable job with this company. After
working for a couple of years with this company, I would like to see myself take on more responsibilities like maybe become a
supervisor or a trainer. Meanwhile, my long term goal is to have an upper management level position with this company.

This call center interview question is almost the same as the previous one presented so you may answer it with the things you
want to accomplish in life.

What do you know about this company? I know that this company is one of the leading companies in the call center industry.
You have several sites in the world, one in Atlanta, and four in Dallas. You have several accounts; most of them are medical
and financial accounts. I also happen to know that most of the accounts in this call center company are very stable because
this is what my friends who work here tell me.

This call center interview question is simply for the interviewer to know if you know anything about the company. It isn't
necessary to know when the company was established or how much they made in the last quarter. You can answer this call
center interview question by just giving out general and insignificant information about the company. Of course if you know
tidbits like the name of the company president or a recent merger between the company and another call center, then by all
means, do impress the interviewer with this information. So as not to be caught empty handed, it is advisable to do some
research about the company before the interview. Obviously, please avoid telling anything negative about the company when
answering questions like this.

What is your idea of quality customer service? Call Center Interview Answers: My idea of quality customer service is going
out of your way or going the extra mile to provide customer service or to help customers. It is not simply providing assistance
according to what you are expected of.

This call center interview question is simply for the interviewer to know how you view good customer service. The idea when
answering questions such as this is to simply say that good customer service is going out of your way to help the customer.
What is your expected salary? Whatever amount you give to people with my qualifications would be fine.

As much as possible, do not answer questions like this with a figure. The best way to answer this call center interview question
is by saying that you are okay with whatever the company decides to give you. If the interviewer asks you to give a figure, then
that is the only time that you should answer this question with a specific figure. Of course, make sure that you can defend your
answer. Do not give a figure that is very small. The interviewer might think that you don’t value yourself, and you have a low
self-esteem. A good practice is to come up with a figure that is a few thousands higher than the industry average or what you
were given previously by your old company. When the interviewer asks why, then you can simply answer that this is the
average salary in the industry or that you want to have a job that pays more than your previous one.

Of course, if you are in the position to dictate the salary you want the company to give you (meaning you have a lengthy
experience in the call center industry already) then by all means, give them a figure right away when answering this question.

Why should we hire you? Call Center Interview Answers: I have all the qualities that a good call center agent or customer
service representative should possess. I am punctual, disciplined, patient, and flexible, and organized. You won’t have any
problems with me when it comes to attendance and my behavior. I have good communication skills, multi-tasking skills, and I
am a fast learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will give my one hundred
percent to this company. I know that I have what it takes to become a good customer service representative.

This call center interview question isn't intimidating as it sounds. To answer questions like this, simply reinforce your position
by enumerating your strengths and how these strengths can relate to being a good call center agent or customer service
representative. Answer this call center interview question with a lot of confidence and conviction.

10 Last Minute Reminders for your Call Center Job Interview The call center industry is one of the fastest growing in the
Philippines these days. In the past few years, call center companies mushroomed all over Makati, Ortigas, and Cebu. As recently
as fifteen years ago, there were only a few call center agents or customer service representatives, and the word call center
was hardly ever used in the country. Today, almost every family in the Philippines has at least one member working in customer
service for a call center company. The reason for this boom is partly economics. In the Philippines, low paying jobs are very
notorious, and while call centers set up shop here because of the low labor costs, Filipinos decide to work for the call center
industry because it pays higher than average wages. Consider this: if you are an average worker in the Philippines with an entry
level position, you are probably getting paid seven to ten thousand a month; meanwhile, an average employee in a call center
company with an entry level position will get around fifteen thousand pesos a month, plus free dental and health benefits
(HMO). Call center companies also will pay your SSS (Social Security), PAGIBIG (home building fund), and PhilHealth (health
insurance) from day one on the job. It is no wonder then that almost every day, you see hundreds of applicants in the top call
center companies in the country. If you are reading this post, then you are undoubtedly one of the many Filipinos aspiring to
work in customer service for a call center company. Even though the demand for call center agents or customer service
representatives outpaces the availability of qualified workers, having the qualifications to become a call center agent or
customer service representative alone does not guarantee you a job in call center companies.

Call Center Resume

How to make a Call Center Resume.Furnishing a resume is easy, and then the hardest part begins: the job interview. Some
people who are very much qualified to work in call center companies seem to question at times why they aren't able to pass
call center interviews. The answer is simple. They are most probably not giving very good answers to the interview questions
directed at them.

The Best Tip I Have for Call Center Job Applicants.

Advantages and Disadvantages of Working in a Call Center. Most people say that it is not what you say, but how you say it.
While it is true that how you deliver your answers to the interview questions hurled at you matters a lot, the content of your
answer would also be significant. So please do not dare to think that you can pass a call center interview with just confidence
as your weapon. One valuable tip that I can impart to you is to make a script. Yes, make your own script for your own answers
to the call center interview questions listed above. After making your own script, try to make an outline for each answer. Let’s
take the call center interview answer 1 as an example. For this particular answer, your outline can be: interests, sketch, and
volunteer. Memorize these keywords (not the script) so that you will be able to deliver your answer smoothly. This will
minimize the need for fillers like uhms and ahhs. Remember that fillers can make you look like you don’t have a chain of
thought and can make you feel less confident. Try to sprinkle your answer with some fillers, though, If you don’t have any
fillers, you will look like you have just memorized all your answers. You do not want this to happen. This is why I recommend
memorizing just an outline or the keywords of your interview answer and not the entire thing. Not memorizing your entire
interview answers will make sure that you will still have some fillers and pauses while formulating (or trying to remember)
your answers. It won’t be a big obstacle, though, as you already have a ready outline of keywords in your mind. Do not sound
like a robot, just have a ready and organized answer in your head.

Pros and Cons of Working in a Call Center. Please remember as well to come up with answers to possible follow-up interview
questions the interviewer may have. If the interviewer asks you what your hobbies are, and you answer that reading is your
hobby, please expect the interviewer to ask as well questions like what your favorite book is or who your favorite author is
and why. When the interviewer asks interview questions that you haven’t prepared for, remain calm. Take a second or two to
think of your answer. Two-second pauses are definitely accepted. Pauses which are longer than two seconds though might
give an impression that you can’t express yourself well or that you don't know how to answer the interview question.
Remember that the call center interview questions and answers in this article are just a guide. Please do not just memorize
whatever was written in this post and use it in your interviews. And please do not be tempted to lie to the interviewer.
Remember that interviewers will always try to catch job applicants lying.

Call Center Job Interview Role Plays

How to Handle your very First Call in the Call Center. It is also a good idea to conduct job interview simulations or role plays.
This will help you practice and gain confidence when answering interview questions. Practice with your parents or with your
friends. Make sure to act serious about it, though (as if it were the real thing). Always remember that the interviewer is on
your side. The interviewer is not a wicked witch sent out to make you squirm. The interviewer wants you to pass. No matter
how inquisitive the interviewer is, know that behind that wall of indifference is an office employee who has to meet a quota
on hired applicants.

Out of the Box Call Center Interview Questions and Answers

When answering out of the box call center interview questions, you really have to use your imagination. Remember, there are
no right or wrong answers when it comes to these interview questions.

A common out of the box call center interview question is how to describe colors to blind people. When asked this question,
a good answer is: I will ask the blind person to imagine something that represents that color (for example war for the color red
or peace for the color white).

Another example of an out of the box call center interview question is how to sell boats in a desert or ice to an Eskimo. So how
does one sell ice to an Eskimo? Try making ice candy. And how does one sell boats in a desert? Maybe it's a boat that runs
both on water and sand. As you can see, it's pretty much a battle of wits, and again, there really are no right or wrong answers.

when it comes to out of the box call center interview questions.

What Call Centers Are Looking For in Applicants.

Do you need an accent when working in a call center? To pass a call center job interview, it is very important to possess a
chain of thought and confidence. Why do you need confidence? Simple. You will be speaking mostly with Americans.
Remember that America is an industrialized and fast paced country. This means that most Americans are living with a lot of
stress. When they talk to you, they will be impatient. So when you deliver them bad news, you will have to be firm and
confident. In a call center interview, this is one of the many things that the interviewer will look for. Will you be able to carry
out this job? When the customer on the phone will shout at you, will you cower in defeat or will you stand your ground? When
under pressure, will you lose your control or will you manage to uphold decorum gracefully?

Call Center Interview Reminders

10 Last Minute Reminders for your Call Center Job Interview.Finally, just a few last minute reminders before you go on to
that job interview. Please maintain eye contact no matter what. Maintaining eye contact will tell the interviewer that you are
a confident person. When thinking about your answer, you can momentarily glance sideways, up or down, but make sure to
make eye contact with the interviewer again when you begin giving your answer to his or her question. Averting the eyes of
the interviewer will give that person an impression that you are lying or that you are uncomfortable with your answer. Assume
a good posture the moment you see the interviewer. This will make you look confident and sure of yourself. Make sure that
you sit up straight. No slouching. The next thing that you need to remember is to smile when answering an interviewer
question. Give your interviewer a warm and confident smile. You don’t know the wonders a smile could work on a job
interview. Why is smiling important? Aside from the fact that it will make you look charming and confident; it will disarm your
interviewer. In a job interview, you will want the interviewer to feel at ease and relaxed. Smiling will also calm your nerves
down and will make yourself feel comfortable. Be sure to talk slowly and clearly when giving your answer to an interviewer
question. Enunciate. Do not mumble.

Minimize hand gestures. Excessive hand gestures could make the interviewer feel uncomfortable especially if you look like
you’re debating. Excessive hand gestures will also make you look like you are having a hard time answering the interview
question or expressing yourself. The same goes for mannerisms like cracking knuckles. Keep these in check during the job
interview. Now when you meet the interviewer for the first time, and that person introduces him or herself, don’t forget to
shake that person’s hand. This friendly gesture works just like wearing a smile. It will disarm your interviewer and will make
you look at ease and confident with yourself.

Pronunciation during your Call Center Interview

Call Center Interview Questions And Answers For Fresh graduates in the Philippines.For Filipinos, the most important
reminder I have for you is to speak absolutely zero Tagalog. Do not let a single Tagalog word slip out of your mouth! You are
most likely to utter Tagalog words or fillers whenever you are having a problem expressing your thoughts. Normally, first time
job applicants in call center companies would utter words like ano and parang when thinking about how to articulate their
thoughts into words. When this happens, and the interviewer heard it, you are a goner. Nevertheless, when this happens,
carry on with your answer to the interviewer question as if nothing happened. The interviewer might just let it go. Also, watch
how you pronounce the following: b, v, f, p, and th and please pronounce the letter h as ‘eych’ and not ‘ech’.

Nervousness during your Call Center Job Interview.

What is a Call Center?.Now I know that you’re nervous, and you are probably losing hope already. But pray to God and
remember that there are numerous call center companies in the Philippines or wherever you may be. If you don’t get into the
first five call center companies in Makati or Ortigas that you applied for, know that there are hundreds more out there. So
relax, have fun, laugh. It is the company that needs you and not the other way around. If you have any questions at all about
this article, please feel free to contact me and I'll try to answer your questions. One last thing, please do not overdress. Unless
you were told to do otherwise, dress casually. Good luck in all your future call center job interviews!

Most Common Call Center Job Interview Questions & How to Answer Them
February 10th, 2017 Written by: Molly Masterson
Providing outstanding customer service is paramount for all companies — with 76% of consumers saying
they view customer service as a “true test” of how a company values them, according to a 2015. As a result,
companies are looking to staff their customer service call centers with highly-detailed and friendly
employees who can provide that outstanding service, as well as thrive in a fast-paced environment.
Masterson Staffing Solutions has years of experience connecting talented individuals with various call-
center job opportunities. So, if you’re preparing for a call center job interview, we’ve compiled some of the
most commonly asked questions you’ll likely to encounter — as well as tips for successfully answering
them. As a result, companies are looking to staff their customer service call centers with highly-detailed
and friendly employees who can provide that outstanding service, as well as thrive in a fast-paced
environment.
Whether this would be your first or next position as a call center agent, you can expect many of the following
questions:
Regardless of the industry or job title, all job seekers will likely encounter the following interview questions:

What Does an Inbound Call Center Agent Do? First and foremost, inbound call center agents answer
customer calls coming into a company. As an agent, you might represent retailers, insurance providers, or
a utility company. Because you are the first point of contact for customers, the most important responsibility
of inbound agents is handling customer inquiries and complaints. Happy, disappointed, and angry
customers will cross your path, but it’s your job as an agent to hear their concerns and do your best to put
them at ease.
Additional responsibilities of inbound call center agents might include:
 Provide information about the company’s products and services
  Troubleshoot and resolve product issues and concerns
 Develop and document the customer relationship in the company’s Customer
Relationship Management (CRM) software

What Does an Outbound Call Center Agent Do? Outbound call center agents are responsible for making
calls to customers or prospects on behalf of the business. This can include making calls for telemarketing,
sales, fundraising, or even surveys. And because most of these calls are cold, outbound call center agents
tend to spend more time on the phone than inbound agents.
Beyond making calls to customers, outbound call center agent duties may include:
 Maintain in-depth knowledge of company products and services
 Pitch or recommend new products and services to customers
 Schedule sales appointments

Do You Need to Have Previous Experience to Work in a Call Center? With any job, previous
experience in a similar industry is definitely preferred. But many of the skills and experiences you’ve had
in other types of jobs and sectors, as well as your ability to learn new things, can make you a great fit.
or example, having any former customer service or sales experience is a huge benefit. This includes
positions as a sales associate, customer service representative, and even waiters or waitresses.
Responsibilities in these industries often include similar duties to call center agents like cold calling, building
a rapport with clients, and multitasking.
Other sought-after qualifications or skills are:
 Ability to prioritize tasks
 Positive and professional attitude
 Excellent verbal and written communication skills
If you have any of the valuable experiences or skills listed above, make sure you mention them in your
answers to these common call center job interview questions.

Is Working in a Call Center Hard or Stressful? Call centers are the frontline of customer interaction,
creating a naturally stressful environment. You may either be bombarded with inquiries and complaints in
taking inbound calls, or often be faced with rejection when placing outbound calls. But anyone who says
their job isn’t stressful or hard at times is lying—every job has its moments. And while call centers receive
the brunt of angry and upset customers, they are rewarded every time they turn a sad customer into a
happy one. So even though working in a call center is both hard and stressful, it is also very rewarding.

Are There Opportunities for Professional Growth at a Call Center? Absolutely. Many of today’s CEO’s
and other C-level executives got their start in a call center. For example, Andrea Ayers started her career
as a call center trainer and became the CEO of Convergys, the world leader in customer experience
outsourcing. The fact of the matter is, call center agents need to flex and learn hard, in-demand skills to
provide a stellar customer experience, making them ideal candidates to move up in the company. Following
the entry level position of a call center agent, there are several positions you can be promoted to. For
example, you might be promoted to lead agent where you have the added responsibility of assisting or
training your team members. And once you have demonstrated your leadership skills as a lead agent, you
might move on to become a supervisor and eventually, manage the whole call center.

What’s it Really Like to Work in a Call Center? In reality, working in a call center is like any other service
or sales job. The primary difference being that all of your customer interactions happen on the phone, either
through dialing or answering calls each day. And because there is a distinct routine to working as a call
center agent, it’s important for you to focus on each customer interaction to avoid getting bogged down in
the monotony. Call center life is hard work, but the hardest things in life are usually the most rewarding.
Take it from a former call center agent, Paul Rivera, now co-founder and CEO of Kalibrr, “You don’t want
an easy job. Easy means you don’t get better, you don’t acquire skills, and you’ll never reach your full
earning potential.” While it’s tough work, you will learn coveted skills and gain valuable experiences as a
call center agent that can propel your career forward.

Think Working in a Call Center Is Right for You? If you’re ready to start looking for work in an inbound
or outbound call center, find a job near you that’s the perfect fit for your skills and expertise.
What is your idea of quality customer service? Interviewers want to know what you think quality
customer service is and how you would deliver it. Your response could sound something like this:
My idea of quality customer service is being able to provide customers with friendly, professional
service that not only solves their problems or answers their questions, but also leaves them feeling
satisfied with the service they received.

Tell me about yourself. This question is usually the opening ice-breaker. Take this time to highlight
your accomplishments, strengths and previous job experience, while also mapping them to some
of the specific desired qualifications outlined in the job description.Be professional, but also show
some personality. Beyond your experience and skills, interviewers are also trying to determine if
you’ll be a good cultural fit. Your answer should be something like: I was born and raised in
Mankato, Minn., and graduated this May from Minnesota State University, Mankato with a major in
communications. Interacting with people and solving their problems is what motivates me. I’m
always trying to fix things for family and friends, much to their chagrin. That’s ultimately what drove
me to my past part-time positions in retail.

Why did you leave your last job? Honesty is definitely the best policy here, but avoid disparaging
your former employer. Some great responses could be:
I wanted a new opportunity where I could learn new things and grow my career, but also
where I could work more directly with people.
I wanted to find something more challenging where I could perfect and develop new skills.

Why do you want to work for our company? Interviewers want to understand your career intentions,
as well as know if you’ve done your company research. Share something you’ve learned about the
company’s mission, values or reputation, and tell interviewers why it’s important to you. Your
response could sound something like this: During my research, I discovered that your company
really values training and ongoing learning for your employees, and as someone who loves to learn
new things and be challenged, this is important to me.

What are your strengths and weaknesses? Once again, match your strengths to the preferred skills
and qualifications in the job description to reinforce that you’re a strong candidate. When it comes
to weaknesses, look for ways to turn them into strengths. For example, you might say: One of my
greatest strengths is my ability to learn fast on the job and teach myself different skillsets. And
while I don’t have much experience in customer service, I think my ability to learn will help me
overcome that obstacle quickly.
For more ideas on the skills you should highlight, check out the seven skills we believe every call center
agent should have.

What questions do you have for us? This question not only gives you the opportunity to learn more
about the position and the company, but also the ability to promote your skills and desire to become
a part of the team.Compile a few questions while doing your company research. Some questions
you may want to ask, as well as some potential follow up responses, are: Whether this would be
your first or next position as a call center agent, you can expect many of the following questions:

What would a typical day look like for me? Response: I’ve been exposed to both structured
and unstructured work environments, so I feel like I can easily adapt to this kind of work day.
How many people would be on my team? Response: I’ve been a part of both small and
large teams, so this seems like something that is right up my alley.
What does your timeline for hiring someone look like? Response: That sounds great. I’m
available to start in two weeks.
What’s your idea of a call center? If you have no previous call center experience, interviewers will use
this question to gauge your familiarity with the call center environment. Use this opportunity to not only
highlight the actual function of a call center, but also the role call center agents play in providing quality
customer service. You should also pay special attention to what kind of call center you are applying for.
Inbound call centers field the customer calls placed towards a business and your time will be spent
addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible
for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform
telemarketing, and more. For example, if you’re applying for a customer service call center position, your
answer might be: To me, a customer service call center is the frontline of all customer interactions. It’s the
job of call center agents to listen and understand customer concerns while also providing helpful
information. At the end of the day, customer service call centers need to create satisfied customers with
every call.

Why do you want to work in a call center? Illustrate your knowledge of a call center’s atmosphere and
the unique demands you’ll face in the position. For example, you could say: I’m excited to work in a fast-
paced environment that will challenge me to use all of my skills to solve problems and improve the customer
experience. I love flexing my communication skills and interacting with customers.There’s no denying that
being a call center agent is an important job. As the customer’s first point of contact for questions and
problems, call center agents have the daunting task of being the voice of the company. And while receiving
positive customer feedback and serving customers will make your day, there are sides to life in a call center
that prove it isn’t for everyone.To thrive in an inbound or outbound call center takes a specific kind of person
with a unique set of skills, including patience, adaptability, great listening skills, and more. It’s a tough
environment that doesn’t have much down time with hundreds of phone calls being answered or dialed
each day. But considering that call center representative jobs are in high demand and expected to grow
39% between 2014 and 2024, it’s a position that could make a great career move. Here at Masterson
Staffing Solutions, we have over 50 years of experience in helping job seekers find the right job for them.
To help you decide if working in a call center is right for you, we’ve answered six burning questions you
probably have about working in a call center.

How would you handle a call from an angry customer? Angry customer calls are a reality for any call
center. Tell interviewers the steps you would take to de-escalate the situation and solve the problem. Be
detailed in your response and emphasize that staying calm and empathetic during the call will be key to
coming up with a solution the customer will be happy with. For example, you might answer:I think the first
step is to stay calm and express to the customer that you understand them. I think it’s also important to
remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.

Are you able to work with multiple phone lines? If you have previous call center experience, answering
yes to this question should be easy. In addition, tell interviewers how many calls you handled during a
typical day. For those without previous experience, highlight other positions that required multi-tasking
skills. A response might be: While I haven’t worked in a call center previously, I have juggled customer
service while I was working in retail. Handling multiple customer returns each day involved a lot of
multitasking with our inventory system, communicating with the customer, and accessing our POS system.

How many people have you managed in the past? Whether you’ve managed just a few employees or
an entire team, expand on the management techniques you’ve used and the skills you’ve honed through
your experience.I managed a team of five in my last position, and I loved being able to offer advice and
train them into better employees. To help motivate my team I frequently placed goals in front of them that
they were incentivized to reach. I found this increased their motivation and their performance.
Tell us about a time when a customer call was escalated to your attention. How did you handle it?
What was the outcome? Share a story that shows how you were able to solve the problem and improve
the customer experience. In addition, tell interviewers how you used that experience as a teachable
moment for the entire team. We had a customer call in that was very upset, and the agent brought it to my
attention. The key to solving the situation was in listening to the customer and offering to refund her order.
I then explained to the team that even if you have more calls to get through, it is more important to take the
time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the
call to me is the right thing to do.

Tell us about your experience in onboarding and training new employees. What does your process
look like? Interviewers want to know how you will efficiently and effectively set new employees up for
success. As you walk them through the process, some good items to touch on are:Setting expectations,
Delivering hands-on training, Evaluating new employee progress, Ongoing training
For example, you could answer with something like: My training style is very hands on and visual. I like to
do the step for the employee the first time, allowing them to observe the task. And once they have my
example to follow, they can complete the task with my supervision and advice. I also like to provide ongoing
training by periodically checking in and having refresher training.

How would you address performance issues with your employees? Be detailed in the steps you would
take to have the conversation with employees, and the solutions you would offer to help them make
improvements. Share an example of how you’ve handled a similar situation in the past to show interviewers
you’re up for the task. Your answer could be something like: When I have an employee that is struggling, I
will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I
have a better idea of what’s causing the performance issue, I will give the employee a detailed plan for
them to get back on track. We will then work on the plan together to ensure that they have a better
understanding of the performance expectations and execution. To learn a bit more about what it’s like to
work at a call center, read our answers to the six most common questions job seekers have about working
in a call center.

When you have a problem with a product or service, who do you call? (Hint: It’s not Ghostbusters.)
More often than not, it’s the company’s customer service call center.These inbound call centers are crucial
to the customer service process—and call center agents are on the frontlines. After all, you’re the first
person customers turn to to get their questions answered and their problems solved. And 63% of
customers agree that resolving an issue quickly or at first contact is the most important element of a good
customer experience.To provide excellent customer service and impress bosses both present and future,
we believe there are seven skills you need to possess as an inbound call center agent.
1. Deep Knowledge of a Company’s Products or Services.To field dozens of phone calls a day means
fielding dozens of topics as well. Agents need to have a vast and deep understanding of their company’s
inner workings, products, and services if they’re to be trusted to accurately represent the company in their
conversations. As a result, if you want to thrive as a call center agent you need to have deep company
knowledge. This not only helps you feel more confident in the answers and solutions you’re offering, but
also increasing the likelihood of a positive experience for customers—which is really what your job is all
about.
2. Attention to Detail and Organization.As a call center agent, it’s critical that you listen carefully to
customers so you can provide them with accurate and satisfying answers. With that in mind, you need to
have great attention to detail and pick up on the things the customer is andisn’t saying. Furthermore, you
need to be well organized so you can record and track a conversation with a customer. This often means
taking notes or accessing your company’s CRM database while you’re on the phone with customers.
3. Clear and Effective Communication.Call center agents who spend 99% of their day communicating
need to have superior written and verbal communication skills. You also need to find a balance between
being approachable and being a credible source of information. This means toeing the line between being
conversational, yet professional. The ability to clearly and effectively communicate your company’s policies,
services, and next steps is the foundation for the entire call experience. Without clear communication, the
customer will be left confused and may even think a resolution was never reached.
4. Adaptability.From technical issues to strange customer demands, every service call is different. To
ensure the customer experience doesn’t suffer from unexpected circumstances, you need to be ready to
handle anything that’s thrown your way. Plus, phone conversations happen in real-time, so being able to
adapt to the conversation as it happens is a critical skill for you to have as an agent.
5. Empathy.Customers go to call center agents with their problems and will frequently vent their frustrations
without hesitation. While it might not be something you can immediately fix, simply understanding where
customers are coming from can make an enormous difference. If you can acknowledge customer concerns
and offer your respect, a customer may leave satisfied even if you couldn’t solve their specific problem.
6. Patience.It’s no secret that as a call center agent, you can endure a lot of abuse from upset customers.
Having the patience for customers to air their grievances and address their concerns is the difference
between a good call center agent and a great one. You cannot take customer issues personally. Instead,
you need to listen patiently and respond calmly in order to diffuse situations and leave customers with a
good impression.
7. Positive Attitude.Just like a smile can go a long way during in-person meetings, the same could be said
for a positive attitude. Phones will ring off the hook, but being able to answer each call with the same
amount of enthusiasm and positivity will create a good experience for every customer who crosses your
path. In addition, call center agents are the voice of the company so projecting a friendly tone and using
positive language will help reassure customers that a solution will be reached.

Essential Call Center .Interview Guide

Customer Service Interview Questions

Anticipate and prepare for the likely call center interview questions you will be asked in your call center job interview. The call center guide
applies to both outbound and inbound call center positions.
Call Center Agent at Work.Review the interview questions that explore the knowledge and core workplace competencies commonly
required for success in call center or contact center jobs and plan your interview answers using the samples provided.Call center knowledge
requirements will vary depending on the company, product and scope of the job. However typical knowledge requirements for call center
work include:
typing/keyboard
computer and call center technology knowledge
knowledge of relevant software applications
numeric, oral and written language applications
administrative procedures and information processing
customer relationship principles and practices
Questions around the knowledge requirements can be answered by reviewing your qualifications, training and work experience as stated
on your resume. Prepare for call center interview questions that explore your relevant training and work experience. Examples include:
"What software applications have you used and are familiar with?"
"What was the size of the customer database you dealt with?"
"How many calls did you take/make in an average day?"
"What was the average length of each call?"
How to answer Call Center Job Interview
Questions about your skills and experience
Behavior-based call center interview questions
The interviewer will focus on questions that look for evidence of call center-related competencies. You will be asked to give specific
examples of when you have shown the required competency in your work.
Reflect on your past experiences, select appropriate examples and plan your response using the following structure:
Describe the specific situation or task
Detail the action and steps you took in the situation
Outline the results and outcome of your actions. What happened, what was achieved, what did you learn?
Scroll through the call center interview questions that explore each core competency. Use the answer guidelines to help you prepare your
own excellent interview answers.

Team Work.Call centers all involve some degree of team work so expect call center interview questions that explore your ability to function
efficiently as part of a team.
"Tell me about one of the toughest groups you have had to work with in order to achieve a task or objective."
"Tell me about a time when you were able to help out a team member."
"Describe a situation when you felt a team member was not contributing enough. What steps did you take?"
Answer Guidelines: In your example show how you are able to work effectively with other people towards task and goal accomplishment,
how you interact with others to establish and build efficient working relationships that contribute to team and organizational success.
Indicate your value, respect and encouragement of colleagues, your enjoyment of working as part of a team and how you put the team
first.
Customer Service.Key to success in a call center position are your customer service skills and customer relationship management.
"Describe a situation when you had to deal with demands from an unreasonable customer."
"Tell me about a time when you went the extra mile for a customer."
"Describe a situation when you had to calm down a very angry customer."
Answer Guidelines: Focus on how you proactively develop the relationship with the customer, make the extra effort to listen and
understand the customer, ask the right questions and give high priority to meeting the customer's needs. Describe your ability to handle
negative customers in the call or contact center without being intimidated or getting upset.
How to answer other common customer service interview questions such as "What does excellent customer service mean to you?" is
covered here.

Problem-solving and Judgment.An essential call center competency for dealing successfully with customer issues in the call center.
"Describe a complex problem you recently had to sort out for a customer."
"Give me an example of a decision you had to make quickly while dealing with a customer recently."
"What steps did you take when you found out that a problem was a result of inefficient service by your company or colleagues?"

Answer Guidelines: Discuss your ability to take an appropriate course of action after gathering and considering all the relevant facts. How
you are willing to analyze and resolve issues promptly, use your troubleshooting skills and follow a logical path to a positive outcome.

Learning Skills.Call center 19obs often require the successful candidate to undergo both product and technical training. In the interview
you will be asked questions that explore your ability to learn and apply new information quickly and willingly.
“Tell me about a time you were able to learn something complex in a short time period.”
“Describe the last time that you volunteered to gain new knowledge at work or in your own time, without being asked to.”
“How have you gone about finding answers to questions you have about your work?”
Answer Guidelines: Detail how you are able to learn and apply new job-related information in a quick and efficient manner. Describe your
own activities towards self-development and ongoing learning.

Stress Tolerance.A call center is usually a very pressurized environment to work in, your ability to deal with stress is core to your success.
"Describe a situation when a customer really upset you but you had to remain composed."
"Tell me about a stressful interaction you had with a team member, how did you handle it?"
"How have you handled conflicting demands in the past?"
Answer Guidelines: Describe your ability to maintain work performance under pressure or provocation. Detail how you reduce your stress
levels and what coping techniques you have developed. Give examples of how you have dealt appropriately with demanding tasks,
customers and colleagues.

Persuasiveness. A call center interview will explore the candidate's ability to successfully persuade and influence customers.
"Describe a situation when you had to change your approach because your first attempts to persuade a customer failed."
"Tell me about how you approached a recent brand new prospect."
"How have you managed to overcome a customer's objections in a recent call?"
Answer guidelines: Show how you are able to select the right approach according to the situation and the type of customer. Discuss how
you determine the customer's needs and convince them of the benefits of your product or service.
Describe how you overcome objectives to gain commitment from customers. Highlight your successes.

Communication skills.Your competency in communicating effectively and your listening skills will be assessed as you interact with the
interviewer. Make sure you speak clearly and concisely, choosing your words with care and using correct grammar.
How to use your voice in your call center interview
Listen carefully to questions during the call center interview and ask for further clarification if you do not properly understand a question.
For comprehensive advice on how to communicate effectively in the job interview go to these communication tips for job interviews

Motivation. Call centers have a high rate of staff turnover. During the call center interview expect questions that explore your motivation
to work in the call center and your commitment to staying in the job, such as:
"What do you enjoy about working in a call center?"
"Why have you chosen a career in this industry?"

The Call Center Interview Part 2

Often call center job candidates are asked how they define good customer service. Find out the correct definition of customer service
Call center job performance centers around excellent customer service skills. You will be asked a number of interview questions that explore
your customer service skills. Find out how to prepare for these interview questions at customer service job interview questions
For a comprehensive guide to answering competency based or behavioral questions go to master the behavioral interview and review the
sample questions and answers.This will help you in preparing for call center interview questions.

Be well prepared and stand out from the other candidates as the right person for the call center job.
Use the search box to find exactly what you are looking for.
The initial interview for the call center job opportunity may be conducted over the telephone. Get help with handling phone interviews and
know which phone interview questions to expect.
Prepare for common interview questions
Tell me About Yourself
What are your Strengths and Weaknesses?
Why Should we Hire You?
What Motivates You in Your Job?
Asking the right questions in your interview is key to making the best impression. Make sure you have a list of good interview questions
ready when the interviewer asks "Do you have any questions?"

How to Answer Call Center Interview Questions. Call center interview questions will explore a number of call center related skills and
competencies. These are the common interview questions you can expect to be asked in interviews for call center jobs. They explore your
motivation to work in a call center, your skills and experience as they relate directly to the job opportunity and specific questions for
outbound call center agents.

Call Center Staff.Expect interview questions that determine your ability to deal with diverse and demanding customers, to maintain an
acceptable level of accuracy, to work as part of a team, to gather information and problem solve and to manage stress successfully.
For a guide to answering frequently asked competency-based or behavioral interview questions that explore typical call center job
competencies go to Call Center Behavioral Interview Questions. Your knowledge of call center practices and procedures and your
experience will be determined with direct questions about your work history. Throughout the job interview your communication skills will
be closely evaluated as the key to successful job performance in call center jobs. Go through these call center interview questions that
assess your motivation to work in a call center. Prepare your own excellent responses using the interview answer guidelines.

What do you like about working in a call center? Answers include the fast pace of the call center environment, working as part of a team,
communicating with and helping diverse customers, learning new skills as products and services constantly update and change.
Give specific examples of the positive experiences you have enjoyed working as a call center agent.

What have you found the most challenging aspects of working in a call center? How have you handled these challenges? Be aware that
call center interview questions like this are not asking what you don't like about the job but what you find a challenge. Focus on a couple
of job aspects and describe the steps you take to manage them. Examples include dealing with angry and aggressive customers, excessive
client expectations, the pressure of meeting performance targets and maintaining an enthusiastic and positive attitude over long shifts.

What do you consider the key criteria for a successful call center? This call center interview question explores your understanding of what
a call center should deliver. A successful call center provides what the customer wants including reliability, consistent performance and
responsiveness that is both fast and willing. Discuss metrics such as response times and resolution rates as a means of calculating efficiency.
Customers want knowledgeable, professional and accurate responses from call center agents. A prospective employer will explore your
knowledge of the company.

What do you know about our company? You are not expected to be an expert on the company but you are expected to have an interest
and basic understanding of the organization.There are a number of excellent resources you can use to find out about the company before
your interview. Go to Job Interview Information to find out more.Expect straightforward questions about your call center skills and
experience.

What is your typing speed? Have an accurate answer ready. A number of candidates don't know their typing speed and this creates a bad
impression with a prospective employer.The call center interview questions that follow also demand an accurate and detailed answer.
Have the information ready for your interview.

Typical Call Center Interview Questions

What is your average daily call volume?
What is your average first call resolution rate?
What is your average handle time?
What industry software are you familiar with?
What call center training have you received ?
What shifts/schedules have you worked?
Questions For Outbound Call Center Agents
What products and services have you promoted?
How do you obtain customer leads?
What steps do you take to qualify prospects?
How many outbound sales calls do you make on average per day?
What is your conversion ratio?

For help with answering common job interview questions go to Interview Questions and Answers The majority of call center employers
conduct background checks on candidates, including drug testing. Go to the employment background check to find out what to expect.
Professional references are usually requested for call center representative jobs. Find out more about obtaining and using the right job
references at employment references.The detailed call center job description provides you with an overall understanding of the call center
job.

The most important job interview info you need to know is this: "Failure to prepare is preparing to fail"
When you walk into the job interview the better prepared you are the better your chances of success. Do you know enough about the job
and the company?
Use the internet. Do you have convincing interview answers ready that clearly show your understanding of the job and organization? Have
you prepared some good questions to ask using your background research? Follow these simple strategies to be ready for your job
interview. Research the company and job opportunity beforehand and show the interviewer how your skills and abilities specifically meet
both the job requirements and the company needs. Start by searching online for company information.

What job interview information do you need?

Brief company history such as when it was established, shareholders, expansion, mergers
Basic facts such as size, organizational structure, other locations, subsidiaries, holding company, key people
Type of products and services it offers, who are the main competitors in this industry
Who are the customers and target market, market share it currently holds, suppliers
Company culture including mission, vision, values, policies
Latest news such as acquisitions, expansion, new products, management changes, redundancies, challenges
Full list of company information to find out before your next interview.

Visit the company's website. Go online to the company's website. Scroll through all the information, make notes of details you want to
remember. Company websites usually feature comprehensive information on the organization. Read it all, even media releases and staff
biographies, as you never know which "click" is going to yield valuable information that will help you ace the interview! Look at the particular
department and staff who work there. Search for information about the interviewer. If you are being sent to a company interview by a
recruiter, ask them to give you details about the interviewer and any other job interview info you need. Carefully review competitor
websites to get details on what else is happening in the particular industry or sector.

For up-to-date info on a specific company you can set up a Google News Alert to send you news as soon as it becomes available. Vault.com
company specific message boards are a good source of information. You can use these to research a specific job and employer. Corporate
message boards also give the opinions of current and former employees and provide an interesting perspective on the company, although
it is wise to check for themes running through a number of postings rather than taking just one posting at face value. Social networking
sites can be used to connect with current employees and find relevant company information. At preparing for job interviews you can find
a complete list of websites that provide free company information. Excellent resources for finding company information offline. Utilize all
these different means of researching the company to accumulate as much job interview info as possible. Plan how you can use this
information to demonstrate your suitability for the position. Use the guidelines at answering interview questions to see how to put this
information to excellent use when preparing your interview answer to why the company should hire you.