Call Center Interview Questions

Initial Interview
1. Tell me about yourself.
Hi, my name is Renalyn Flores. You can call me Rena. I'm 21 years old. I'm a 1st
year college undergraduate of BSIT. I'm the kind of person who is always eager to learn
new things. I don't have any experience yet but I'm willing to learn and grow with your
company. I'm a disciplined, reliable and multitasking person. I was a seller of fruits
before when I was in Manila, and I love it when we have frequent customers and when
they are recommending our store to their friends and relatives. It is my passion to deal
with different types of customers and I believe that this is essential for a call center
agent role.
2. Why should we hire you?
You should hire me because I'm a hardworking person and a fast learner. If you
hire me, I will do my best to do a great job for this company.
3. What was your most difficult situation and how did you tackle it?
The most difficult situation that I was able to manage was when we had a lot of
customers. Both in our store and online. As the one who is answering the inquiries of
the customers. It is hard for me to reply to them all at once. That's why I sorted out all
the messages that I received and sent apologies for the late deliveries and said to them
that we'll deliver the goods as soon as possible.
4. What is the word that best describes yourself?
The word that best describes me is patience. I am the kind of person who's
always willing to wait as I believe that good results take time to happen.
5. What is your strength/weakness?
My greatest strength is being persistent. I always put my focus on finishing a
certain task that I've started. As I don't want to leave my tasks unfinished.
My weakness is being shy in public. I can't stand or speak in front of many
people, but I would like to work this out to overcome this phobia of me.
6. What is BPO/call center?
I did research about a call center, and it is a place where agents handle calls from
different customers and deliver a superb customer service experience. As a beginner, I
realize that I can be a great employee and I will do my best to grow here and improve
my skills in this type of career.
7. Why did you choose our company?
I chose your company because I heard a lot of good feedback. I also want to
experience all the great opportunities and benefits that this company has to offer.
8. What motivates/inspires you to do the job?
I am motivated when I'm able to accomplish a certain task that was given to me.
I am also motivated when assisting customers via phone.
9. What do you think are the skills that you need to succeed in this industry?
I would say the most important skills that you need to succeed in this industry are
listening, critical thinking and multitasking. In this position I would be able to listen to
customer's concerns, identify a solution and talk them through my process of solving
their issues. I also think a good attitude is crucial in this role because it makes
customers feel heard and supported, and it gives them a positive impression of the
company.
10. How would you handle irate customers?
I have an acronym for handling irate customers, and it's called HEART. First,
hear them out, listen to their concerns and let them speak. Second, empathize, make
them feel that you know what they are feeling. Third, apologize for the inconvenience.
Then, resolve the situation. Find a solution to their problem. And lastly, thank the
customer. And that's the HEART of a call center agent.
11. What is your salary expectation?
As an aspiring customer service representative, I know I need to know a lot of
things about this industry. As per the salary, as long as it is minimum wage I'll accept it,
but it will be better if I get a better offer than that.
12. What is customer service?
Customer service is serving people with rightful manners and providing them
assistance and solutions to their concerns.
13. Why do you think communication skills are important in a call center?
 It is important because it helps develop trust with customers and clearly articulate
needs and expectations from the customer. Having communication skills effectively
improves the customer relationship and more leads to customer satisfaction.
14. What is your greatest dream?
My greatest dream is to have a good life and to have a stable job wherein I can
provide the needs of my family. That's why I applied in a BPO to fulfill my dream.
15. Why do you want to work in BPO?
I want to work in BPO because I believe that being a call center agent helps me
to improve my communication skills. I also want to prove myself that I am capable of
doing anything. I wanted to come out of my shell.
16. What are your areas of improvement?
I do believe my areas of improvement are my self-confidence and my knowledge
in English which I am certain that this industry would help me to improve.
17. What is the happiest moment in your life?
The happiest moment in my life is when I started to believe in myself. Because I
always doubt myself that I can't do this but now I am here doing the interview. I came
out of my shell. And I am grateful I did.

Final Interview
18. What's the difference between hearing and listening?
For me, hearing is the ability to sense or hear all the things in your surroundings
while listening is when you pay attention to what you hear, and you give proper
response to that.
19. What makes you unique from the other applicants?
We all have our own uniqueness, but I believe that my edge among them is that
I'm a fast learner and I have the ability to stay focused whenever things get tough. I can
still think clearly and make necessary actions without being clouded by my emotions.
20. Define success.
For me success is the result of my hard work.
21. What's more toxic for you? Signing a job offer for a challenging account or you,
still looking for a job?
 Still looking for a job is more toxic for me, because if you are a newbie grab that
opportunity even if it is a challenging account. Just challenge yourself and you will learn
from the process.
22. If you’ll fail in this interview, what do you think is the reason?
We all have imperfections, maybe this may not be the right time for me. But I am
still looking forward that you will hire me despite the imperfections I have. Because I
have the willingness to learn, and you won't regret it once you hire me.
23. What is your motto in life?
If you want to achieve more in life then leave your comfort zone.
24. What's the difference between honesty and integrity?
For me, honesty is doing something true, and integrity is doing something with
moral values.
25. Everything is happening because of destiny or decision. Explain?
Everything is happening because of our decisions. And if you make a decision
that will lead you to your destiny. So, if you want to be successful in life then always
make a good decision.
26. How do you handle stress?
I handled stress by remaining calm and put my focus on the things that needed
to be done.
27. What can you contribute to the company?
What I can contribute to this company is my commitment and loyalty to do a
great job that might lead us to success.
28. What's the difference between urgent and important?
Urgent should be done as soon as possible while important must be a priority.
29. Describe your ideal working environment.
My ideal working environment is a non-toxic environment and have friendly co-
workers that will help me grow as an individual.
30. How can you make switch to your network provider?
I will simply tell the advantages of our network provider and the good
experiences of our client with this net provider.
31. What's the difference between speaking over the phone and speaking with
 someone personally?
When you speak to someone personally, it is easy to express your thoughts and
opinions because you can use body language or make facial expressions while when
you speak over the phone it is only limited because you only have the power of words to
express what you really want to say.
32. What is more regretful? The wrong things that we did already which hurt our
special someone or the right things that we could have done but we never did nor
even tried.
For me, the more regretful thing is the right things that we could have done but
we never did, because before I was a person who was afraid to be rejected and failed. I
don't have enough confidence so I always miss the opportunities that have been given
to me, and after that I will regret it because I didn't even try. But now, I'm ready to leave
my comfort zone. I wanted to end this fear so I will be able to grab any opportunity that
will come.
33. What's the difference between living and existing?
For me, existing is when you are physically present or alive. While living is doing
the things you love and enjoying your life-
34. What is your favorite quote?
Every failure is a ladder to success.
35. What's the difference between responsibility and obligation?
Responsibility is a duty while obligation is a task that we must comply with.
36. What is the one thing you regret the most in life?
Well, I don't regret anything in my past because every mistake that happened, I
just turned it into a life lesson and just kept moving.
37. Which one do you support? Freedom of speech or cybercrime law?
I will support freedom of speech because we deserve to express our thoughts
and to be heard. And with the help of freedom of speech we can help to spread
awareness about crimes.
38. What is your motivation to work?
I am motivated every time I must learn new things that make me grow and
become beneficial to the company I am working for. I am also motivated when there is
someone, even just one who believes in my capabilities that I can do, and I will do
better.

Out of the Box Questions

39. How are you going to explain the blue sky to a blind person?
I will tell him that a blue sky is just like a bit flash of light in the morning and it's
like a cold ice when it touches our skin.
40. How can you sell ice cream in the north pole?
I will put some spicy flavor on the ice cream so that you can feel a bit warm in
your body and will surely change the way you taste it.
41. How can you convince me to buy a candy wrapper?
My candy wrapper is edible. You will also get a chance to win a brand-new car if
you get the wrapper that has the winning code.
42. What is your favorite movie, and can you give me a bit summary about the story?
My favorite movie is Train to Busan. This is a story about a zombie outbreak in
South Korea. The people become trapped on a speeding train and there is a passenger
who infected most of the people on the train.
43. If you will be given a chance to have superpower, what is it and why?
I will choose the superpower of teleportation. so, I can go whenever I want with
just a snap of my finger. Also, to visit my dream country which is South Korea.
44. If the turtle has no shell, is it naked or homeless?
If the turtle has no shell, it is homeless. The shell is the only thing that protects
them from any harm. Just like our home, we feel comfortable and safe when we are at
home, and no one is able to harm us easily when we are at home.
45. If you are given a chance to become invisible for 30 minutes, what will you do?
I would sneak in a bpo company and observe what the call centers actually do. I
would like to see if it is hard so I can prepare myself when I pass this interview and get
hired.
46. What's more painful. Hugging a cactus or imagining getting hugged by your ex??
I preferred hugging a cactus than my ex. I rather be hurt physically by a cactus
than hurt myself physically and emotionally by my ex.
47. Do you believe that there are bigger sea animals than whales and explain?
 As for the fact that 70% of the Earth's surface is covered by water, I'm pretty sure
that there are lots of sea creatures that have not been discovered and maybe one or
many of those creatures would possibly be bigger than whales.