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Saturday, May 11, 2013

interview questions and answers for 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.

Now the inevitable: common call center interview questions that you need to hurdle in a typical call center interview. Looking around the net, here's my top 51 questions and answers I want to share some tips to you. It might come in handy

Tips call center interview questions

Prepare a good resume, with not more than two pages.

Be there before 15 mins, you will feel comfortable. Speak to people around you, do not be an introvert, specially in a call center or any other industry where interpersonal relationship is important.

Have a good meal before you attend an interview, it helps you sound energetic. Drink water but dont drink too much, you dont want to visit the restroom quite often and miss out a few things in the interview waiting room.

Learn to smile when you meet people, again very very important in a call center. Give a firm hand-shake, dont over do it and hurt the other person.

Do not fake an accent, speak in a neutral accent. Speak slowly, as rate of speech is one of the parameters they assess you on.

You may be asked to read a passage, so before attending an interview practice reading out aloud. Remember to pause for a second when you see a comma, more than a second when there is a full stop. Stress on the adjectives.

List of call center interview questions

  • What do you know about this company?
  • Describe two or three major trends in your Call center field?
  • Did you choose this profession/field?
  • What tertiary qualifications have you attained that related to Call center…position?
  • What is the most recent skill you have learned that related to Call center…position?
  • Tell me about a time when you helped resolve a dispute between others.
  • What position do you prefer on a team working on a project?
  • Give some examples of teamwork?
  • What do you enjoy about working in a call center?
  • 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?
  • 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.
  • Describe a tough 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?
  • 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?
  • Describe a situation when you had to change your approach because your first attempts to persuade a customer failed.
  • Describe what a call center agent is?
  • Why is teamwork important in a call center?
  • What are your computer skills and what software applications have your used?
  • What size was 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?
  • Tell me about your approach when calling a brand new prospect.
  • Tell me about your last position and what you did?
  • What do you know about the Call center…position?
  • What are key tasks for Call center…position?
  • What are top 3 knowledge/top 3 skills for Call center…position?
  • What are KRAs/output of Call center…position?
  • How to measure/appraise your Call center…position?
  • What is your philosophy towards call center work?
  • Why do you want to work as this call center position in this organization?
  • Tell me about a suggestion you have made as call center?
  • Why should we hire you as call center?
  • What does Customer Satisfaction mean to you?
  • What are the works of Team Leader in Call Center?
  • How have you managed to overcome a customer’s objections in a recent call?
  • What are methods that are used to manage Call center?
  • How to maintain Call center activities?
  • What are common risks for Call center? And how to face?
  • Describe steps to manage Call center?
  • How to measure performance of Call center activities?
  • What are monitoring methods for Call center activities?
  • Describe ISO 9001 for Call center?
  • What made you choose to apply to Call center…position?
  • Do you have any questions for me?

Below are some typical questions and some suggestions for answering them. When you've mastered them, check out these Most common interview questions and answers 2013. Also be sure to avoid these 100 most common interview questions.

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