Essential Call Center Interview Guide

Call Center

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.

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
  • basic 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 teamwork so expect call center interview questions that explore your ability to function effectively 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 effective working relationships that contribute to a 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 is 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.

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 jobs 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.

Listen carefully to questions during the call center interview and ask for further clarification if you do not properly understand a question

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?”

 

Often call center job candidates are asked how they define good 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.

 

Go to our website:   www.ncmalliance.com

 

One comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s