interview questions and answers for call center agent

The final stage to your dream job is nothing but an interview. You have to collect numerous possible questions you can be asked there and prepare lucidly to answer them.

Here’s a list of the Interview questions and answers for call center agent and a guide to the kind of answers your interviewer wants to hear.

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List of  Interview questions and answers for call center agent

• What do you know about this company?
• Describe two or three major trends in your Call center field?
• Did you choose this profession/field?
• Why do you want to work in a call center?
• How many years of work experience do you have in a call centre?
• Are you willing to work on shifting schedule, weekends and holidays
• Why a call center?
• How many years of work experience do you have in a call centre?
• Where did you work as a call centre customer representative prior to this?
• What tertiary qualifications have you attained that related to Call center…position?
• According to you what are the essential qualities needed in order to be an effective call centre operations manager?
• 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.
• 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?
• 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?
• Being a call centre operations manager, you might have to travel and even work overtime when needed. Do you have any problem with this?
• How have you handled conflicting demands in the past?
• How to maintain Call center activities?
• Do you feel that you have motivational powers so as to lead a team of employees?
• 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?
• 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?
• Is this your first job in the position of a call centre operations manager? Are you confident that you would be able to carry out your role in this position effectively?
• How have you managed to overcome a customer’s objections in a recent call?
• What are methods that are used to manage Call center?
• Where did you work as a call centre customer representative prior to this?
• Do you have any questions for me?

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