16 call center interview questions

with answers
Interview questions and answers Page 1 of 19
Why should we hire you as call center job?
For this question, you should have to show you are
the best candidate for this position and also still
need to provide your realistic answers. You are
confident to say that how your positive working
attitudes will help becoe an e!cellent call center
eployee after three onths of work. "eep in ind
that you should take full advantages of using
inforation source fro websites, flyers, paphlets
of the copany that can be related to training and
certifications, in order to prove your interest and
knowledge as well, and provide realistic yet
conservative answers in this question.
Interview questions and answers Page # of 19
What does Customer Satisfaction mean to you?
It eans that how you should have to do in order to
deal with custoers in a proper or positive way. $ach
custoer has different preference or deand so the
key task of a call center eployee is what he%she ust
ake for a variety of custoers to understand that
they are also take care of their proble.
In order to penetrate into custoer&s psychology and
preference, you need to create custoer care service
and assist hi%her in accordance with their
requireent and satisfaction. It is uch better to ake
custoers to be aware of their proble.
Interview questions and answers Page ' of 19
What are the works of Team Leader in Call Center?
(eader needs to have otivation to take care of the
tea. )hould check on daily perforance of each
tea eber including shift, ring tie and quality of
work. *hen give the feedback on area of
iproveent and tracking attendance, onitor nice or
reote calls, take escalations and tea eeting, and
update new inforation on floor. *his will give agents
a hand+ ,r tea ebers can enfold the calls soon
keep the -.* group and )( corporation.
In addition, detect potential or e!cellent players in the
tea and out layers. Provide iportant out layers and
should not neglect good perforers. /efore or after
working shift or when there are not leaders& presence,
give an opportunity%responsibility to the good
perforers to check the out layers perforances.
Interact with back end and troubleshoot unsolved
issues through ails or trunk calls. )o that
perforance will not decrease.
Interview questions and answers Page 0 of 19
What do you enjoy about working in a call center?
*here are soe saple answer for this question1
2 I really en3oy the pace of call center work. I always
would like to face challenges and like to truly stay
busy. "eeping counication with any people is
y habit.
2 *he tea eber&s friendliness and the pace of
working in call center attract e for all ties and
ake e a working otivation.
2 4orking in a call center is great opportunity for e
to pursue current goals and orient long5ter career.
Interview questions and answers Page 6 of 19
Why did you leave your last job?
1. Some sample answers to the interview question:
Why are you leaving your last job?
2 *here is no opportunity to proote in y current 3ob
and I& ready to face a new challenge7
2 I have worked there for 80 years with uch
e!perience and skills. I want to be prooted but the
9opany do not offer e that opportunity7
2 *he copany has cut down with its focus on the
business line y 3ob is responsible for7
2 :y faily transferred to another region, or, y
current workplace is too far away fro y hoe7
2 :y old copany often paid late and had inadequate
copensation policy.
. !ou shoul" avoi" answers that:
2 )peak ill of your old boss, colleague, etc.7
2 *hey punished e any ties for;
2 I did not coplete y 3ob.
Interview questions and answers Page < of 19
What are your career goals?
1. #he reasons o$ this question:
*his question will test your ability and abition to develop yourself as
well as the ability to plan for the future.
. %evels o$ career goals:
2 You are not sure about your goals, then answer1 I& rather busy with y
duties and goals of the 9opany7 as a result, I haven&t focused uch on
y long5ter personal goals.
2 You have goals not or very little relating to the current 3ob1 For e!aple,
you are applying for a sales anager, but your career goal is to becoe the
head of arketing departent in the ne!t 6 years.
2 9urrent 3ob oriented career goals1 For e!aple, you are working as a
sales anager, you goal is to becoe the area sales anager in the ne!t #
years and in the ne!t 6 years, you will be the regional sales anager.
&. 'areer goals tips:
You can state soe of your goals as following1
2 )tudy for an :/- certificate or other degrees;
2 /ecoe specialist in the sector;
2 =et to the title of >Y? soething.
@ote that long5ter goals ust be set for the ne!t '56 years.
(se$ul source: list o$ &) career goals
http1%%interviewquestionsaA.blogspot.co%#81'%8B%list5of5'B5career5goals5
saples.htl
Interview questions and answers Page B of 19
What are your biggest strengths?
*his question will help polishing your qualification to the requireents of
the eployer.
)teps to answer this question1
aC Identify which you are good at1 "nowledge7 $!perience7 )kills7
-bilities.
bC Prepare a list of your strong points1
cC Deview the recruitent requireents1
You should review carefully the recruitent requireents to know for sure
which requireents are the ost iportant to the eployer.
dC :ake a list of your strong points in your resue%cover letter1
(ist and describe your strong points in your resue and cover letter
orderly.You should ake descriptions to those points in your resue.
eC Prepare persuasive answers to the question of the eployer about strong
points1 You do not only state your strong points to the eployer but ust
also provide evidence for the by references or records attached with your
application for.
(se$ul source: %ist o$ * job strengths samples
http1%%interviewquestionsaA.blogspot.co%#81'%8B%#853ob5strengths5
saples5for5your53ob.htl
Interview questions and answers Page E of 19
Why should we hire you?
For one, the interview question Fgive us reasons to hire youG,
Fwhy should we eploy youG or Fwhat can you bring to our
copanyG is soething that differentiates the best candidates
fro the other good candidates.
*his question deals with your ability to sell yourself. *hink
of yourself as the product. 4hy should the custoer buy+
#ips to answer:
2 ,ne of the best ways to answer this question is to ake a
short list of all your advantages and create a paragraph that
would point out the positive aspects that you would bring to
the new 3ob position.
2 ,ne of the points that you can raise is the siilarity of the
3ob profile you are aiing for at the copany to the 3ob
profile you en3oyed in your previous 3ob.
2 You can also draw the interviewer&s attention to your key
skills and strengths, naely H quick learning, e!cellent
counication skills, etc.
2 In addition, your professional abitions should be ade
clear H the otivation and dedication that you have for the
profession and the opening position.
Interview questions and answers Page 9 of 19
What is your greatest weakness?
1. Ways to answer:
a+ ,irst way1 *urning your strong point into weak point.
For e!aple1 I a a perfectionist and therefore, I rarely believe in anyone
who can work as well as e. -s a result, I a afraid to delegate iportant
tasks to others.
*his approach has a weak side as that if you are not clever, you will cause the
eployer to believe that you are cheating hi.
b+ Secon" way: )olving your weakness absolutely.
- better approach is that you state one point which was once your weakness,
but you have done well to resolve it.
For e!aple1 I tended to be a perfectionist, therefore I didn&t like to delegate
to others. /ut I have found out that in order to develop the organiAation,
everyone in the organiAation ust be e!perienced with any tasks and this is
very good for an efficient tea work.
. Steps to answer:
2 You need to show it through your attitude and voice1 It is really your
weakness. -nd, you ay also state soe situations how uch that weakness
has caused you difficulties.
2 =ive your solution to resolve that weakness, partly or wholly.
2 )olutions to a weakness ay be training, entoring, etc
Interview questions and answers Page 18 of 19
Why do you think you would do well at this call center job?
=ive several reasons and include skills, e!perience
and interest.
1. I a a person that learn quickly and perfor
better under pressure, a a very good tea player
that otivate others in other to achieve the
copany&s coon goals
#. 4ill do well in this 3ob because I already have
previous e!perience in the siilar field. so I will
use y previous e!perience in this 3ob and I a
interested in learning new things and enhance y
skills.
'. I believe I will do well in this 3ob because I have
the relevant skills and e!perience. I also have the
drive, interest and deterination to ake a real
success of this role.
Interview questions and answers Page 11 of 19
What have you learned from mistakes on the call center job?
-nswer tips
.ere you have to coe up with soething or you strain
credibility. :ake it sall, well intentioned istake with a
positive lesson learned. -n e!aple would be working too far
ahead of colleagues on a pro3ect and thus throwing coordination
off.
$veryone akes istakes, of course, but soe copanies are
ore willing to learn fro the than punish those involved.
You&ve learned that when you do ake istakes, soeone is
usually disappointed in the choice you ade, but you have to
figure it out for yourself, they ight help you decide what Is
right and what Iss wrong, but you&ll be the decider on which you
choose. You&ve learned that people do care about you, and to not
do it again if you don&t want to.
-nswer samples
$very one akes istakes but only few people can realiAe there
istakes and they don&t want to repeat those istakes again;..
I a the one in those few people, I don&t want to repeat the
istakes which had done by e in y 3ob%work.
Interview questions and answers Page 1# of 19
What have you done to improve your call center knowledge in the last year?
-nswer tips
2 *ry to include iproveent activities that relate to the 3ob. -
wide variety of activities can be entioned as positive self5
iproveent. .ave soe good ones handy to ention.
2 $ployers look for applicants who are goal5oriented. )how a
desire for continuous learning by listing hobbies non5work
related. Degardless of what hobbies you choose to showcase,
reeber that the goal is to prove self5sufficiency, tie
anageent, and otivation.
-nswer samples
2 $very should learn fro his istake. I always try to consult
y istakes with y kith and kin especially with elderly and
e!perienced person.
2 I enrolled yself into a course useful for the ne!t version of
our current pro3ect. I attended seinars on personal
developent and anagerial skills iproveent.
Interview questions and answers Page 1' of 19
What experience do you have in this call center job?
-nswer tips
2 )peak about specifics that relate to the position you are
applying for. If you do not have specific e!perience, get as
close as you can.
2 If you are being asked this question fro your eployer
then you can e!plain your e!perience. *ell the eployer
what responsibilities you were perforing during your 3ob.
You can tell what progras you developed and what
odules you worked on. 4hat were your achieveents
regarding different progras.
-nswer sample
I have been working with coputers since #881 I also have a
degree in network support%coputer repair. I have built y
last ' coputers, have work with Jell as an eployee. )o I
have around 16 years e!perience working with coputers.
Interview questions and answers Page 10 of 19
Are you a team player?
-nswer tips
*he answer is Y$). *his is an open5ended question, given so you
ay talk about your teawork skills.
*eawork skills include listening, discussing, questioning,
persuading, respecting, helping, sharing, participating, and ability to
utiliAe all counication channels. ,ffer one of two short 15# inute
e!aples.
-nswer samples
If you are asked the question whether you prefer to work
independently or as a tea, here is the best way to answer it1
2 FI have worked in teas and independently as well. )oe 3obs
atch and require a teawork effort while others fit an individual
work. pro3ect is copleted in a tiely and efficient anner.
2 4hile working independently, I realiAed that I was the coplete
owner of the pro3ect Ki.e. one an pro3ectC and therefore considered
this responsibility as an incentive%bonus. *hough, I did get the
copany support and interacted very often with other key eployees,
the way I worked helped to ensure quick pro3ect ipleentation as
well as finding efficient solution for any calculated risks. *herefore, I
have had very good e!periences working in a tea as well as working
independently. F
Interview questions and answers Page 16 of 19
What is your philosophy towards work?
-nswer tips
*he interviewer is not looking for a long or flowery dissertation
here.
Jo you have strong feelings that the 3ob gets done+ Yes. *hat&s
the type of answer that works best here. )hort and positive,
showing a benefit to the organiAation.
-nswer samples
:y philosophy about work is that the situation be fair for both
the eployer and eployee. I believe a very fair wage is
needed for the eployee so they are productive. If one is
underpaid then they will, in turn, do as little as they can for
the eployer and both loose.
FL((, 9,:P($*$ 4,D" that I will be proud to be
responsible for. I dislike it when soeone&s half5effort work
causes delays and confusion. ,r people who don&t take
responsibility in the istakes on their part. I think if everyone
did their duties well and coplete, there wouldn&t be any
unnecessary tie spent cleaning up esses or playing blae5
gaes.
Interview questions and answers Page 1< of 19
What kind of person would you refuse to work with?
*here is nothing like @,* able to work with.
,rganiAations are ade of teas7 therefore one
tea eber ay be a notch slower than other
ebers of the tea. It is the responsibility of
FotherG tea ates to help the slow tea ate to
atch5up.
Jo not be trivial. It would take disloyalty to the
organiAation, violence or lawbreaking to get you
to ob3ect. :inor ob3ections will label you as a
whiner.
4ell I a a person who can work with all kinds
of people. .owever I feel bit uncofortable to
work with persons of selfish and ingratitude in
nature.
Interview questions and answers Page 1B of 19
seful interview materials!
,ree eboo.: )/ common interview questions an" answers
http1%%interviewquestionsaA.blogspot.co%p%free5ebook5B65interview5questions5and.htl
/1 call center interview questions: http1%%interviewquestionsandanswers.biA%615call5center5
interview5questions5and5answers%
#op 1* interview secrets to win every job interview
http1%%interviewquestionsaA.blogspot.co%#81'%8B%top5185secrets5to5win5every53ob.htl
1& types o$ interview questions an" how to $ace them
http1%%interviewquestionsaA.blogspot.co%p%1'5types5of5interview5questions.htl
#op 1 common mista.es in job interviews
http1%%interviewquestionsaA.blogspot.co%#81'%8B%top51#5coon5istakes5in53ob5
interviews.htl
0ob interview chec.list 1* points
http1%%interviewquestionsaA.blogspot.co%#81'%8B%3ob5interview5checklist5085points.htl
#op & interview than. you letter samples
http1%%interviewquestionsaA.blogspot.co%#81'%8B%top5'5interview5thank5you5letter5saples.htl
Interview questions and answers Page 1E of 19
"ther job interview tips
1. Practice types of 3ob interview such as screening interview, phone interview, second
interview, situational interview, behavioral interview Kcopetency basedC, technical interview,
group interview;
#. )end interview thank you letter to eployers after finishing the 3ob interview1 first interview,
follow5up interview, final interview.
'. If you want ore interview questions for entry5level, internship, freshers, e!perienced
candidates, you can ref free ebook1 B6 interview questions and answers.
0. Prepare list of questions in order to ask the eployer during 3ob interview1
http1%%interviewquestionsaA.blogspot.co%#81'%8B%top5185questions5to5ask5eployer5
duting.htl
Interview questions and answers Page 19 of 19