Top Interview Questions with Sample Answers:

1. Tell Me Something About Yourself

Most applicants answer by giving out their address, age, birthplace and other personal information. These
aren’t what the interviewer wants to hear.
The interviewer wants to know whether you’re fit for the job.
Therefore, talk about the experiences and skills you have that relate to working in a call center.
If you were employed, talk about what you learned from your previous job experiences.
You might ask, what if your previous job experience wasn’t related to the call center?
Simple. Highlight the skills you learned from your previous job and relate it to the skills required in a call
center. Find the connection.

EXAMPLE:

I am a very passionate person who is very eager in looking for opportunities

that will help me grow as a person. I really love setting goals and achieving them.
I always find ways to resolve issues or problems which
prevent me from being stressed.

2. Tell me something about yourself that is not written in your resume

The interviewer simply wants to know the person behind the formal attire. He’s facing a stranger with just
a piece of paper in hand to tell them who that stranger is. The paper isn’t enough. He needs to know more
about you. Something about yourself that makes you memorable.

Hobbies and interests.

Skills
Experiences
Dreams and goals
Anything positive about yourself

3. Why should we hire you? Why should we NOT hire you?

SAMPLE 1:

You should hire me for the following reasons.

Firstly, I know that if I’ll have the opportunity to work for this company I’ll be giving my very best. Certainly,
I will not have a problem with my attendance and will be performing well.
Secondly, I am a person with a good work ethic. I give my best effort to achieve quality results.
Lastly, I am fit for this job because I have the basic skills needed to perform Customer Service tasks or
responsibilities

SAMPLE 2:

Firstly, I know that if I’ll have the opportunity to work

for this company I’ll be giving my very best.
Certainly, I will not have a problem with my attendance
and will be performing well.
Secondly, I am a person with a good work ethic.
I give my best effort to achieve quality results.
Lastly, I am fit for this job because I have the basic
skills needed to perform Customer Service tasks or responsibilities

Why should we NOT hire you?

If you are not looking for a passionate and goal oriented employee,
you should not hire me.

4. Why do you want to work in a call center?

Sample:
“I want to work in a call center because of two reasons:
First, because Call Center provides tremendous career growth opportunities. Here you can climb the
ladder of success for it provides training and avenue for growth to employees.
Second, because the Call Center provides an avenue to master communication skills and to develop the
skill-set further. One of my goals is to develop my English communication skills to the fullest potential and
I can’t see any better way to reach this goal than to work in a call center."

5. What is your idea of a BPO or call center?

Note: Being inexperienced in the call center industry is not an excuse. If you say you have no idea what a
contact center, call center and BPO is, then you’re giving the interviewer a good reason not to like you.
I suggest that you begin with this statement:
``As what I’ve researched online…”
“Before I decided to apply, I researched…”
“According to a friend who is a call center agent…”
Why? Because you want to emphasize that you took the time to research the job description and aren't
just applying to get any job.
Interviewers want to hear that you’re applying because you specifically want to be a call center agent.
Extra points for you.
Sample:
“As what I’ve researched online, a call center is where call center agents either make or receive phone
calls to answer customer’s questions about products and services or to sell something and conduct
surveys.”
“Before I decided to apply, I researched the employees’ job description in a contact center and I found out
that a contact center is where you handle calls, emails and chats to answer customer’s questions or
resolve customer concerns"

What is CSR - Customer Service Representative?

Customer service representatives listen and respond to customers' questions. Customer service
representatives work with customers to resolve complaints, process orders, and provide information about
an organization's products and services.

What are 3 important qualities of customer service?

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism,
patience, and a “people-first” attitude. Although customer service varies from customer to customer, as
long as you're following these guidelines, you're on the right track.

6. Where do you see yourself five years from now?

If you have plans to leave the company soon, or even in the next 5 years, don’t tell the interviewer that.
The company wants employees who stay for as long as possible. So give them that.
Sample:
“If I’m lucky to be a part of [company name], five years from now, I’d like to see myself promoted to a
higher position, probably become a team leader to ensure the quality of work from my team. I find that I
get along with many types of personalities so I’m definitely looking forward to a position where I constantly
interact with people. I also do great with tasks that require me to sit alone in a cubicle. So basically, I
could accept just about any position. The only thing for sure is I want to advance my career here at
[company name], and not just in any other company. Your company is definitely my first choice.”
7. SITUATIONAL QUESTIONS

It’s the “what would you do?”/ “what did you do?” question. You’re given a certain situation, then the
interviewer asks you what you do or would do if you are in that situation.
It could be something you did in the past. Or something that could happen in the workplace- the “what if?”
questions.
Example:
What would you do if you have a rude boss or colleague who’s affecting your productivity at work?”
Step 1: Professionalism
Ask yourself: What would a professional employee do in this situation? Of course, he’d talk to the
boss/colleague instead of punching him in the face or grabbing her hair.
Step 2: Use the format
-What’s the situation?
In this question, the situation has been given: a rude boss or colleague.
- What is your solution?
“I would personally talk to him/ her and try to work out our misunderstandings. I’d say, ‘Hey, I’d like to talk
to you about yesterday. When you said “I’m dumb” because I wasn’t able to calm the customer down, I
was honestly hurt. I’d like to explain and make you understand what really happened…
If we can’t work things out, then I will bring it up to another higher person who could take care of the
situation. If I’m having issues with him/ her, chances are, I’m not the only one. There could be others who
felt the same but just didn’t have the courage to speak up.”
- What is the result?
This way, everyone in the office could harmoniously work together instead of emotionally taxing
themselves on unnecessary issues.”

8. Knowledge about the Job Questions:

☆What is customer service?

Here is a selection of sample answers you can use to respond to questions about customer service. Be
sure to tailor your own answer to fit your experience, and the company you are interviewing with:
Sample 1:
•There are many components to customer service, and you need all of them to truly satisfy customers.
Customer service involves being a kind, courteous, and professional face for the company. It also
involves listening carefully to customer wants and concerns. Beyond listening, customer service is doing
everything in one’s power to efficiently and accurately serve each customer. Finally, customer service is
clearly explaining solutions to clients. All of these components of customer service lead to happy and
loyal customers, which I know is the ultimate goal of your company.
Sample 2:
•Customer service is listening to customers and helping to resolve their issues so that they remain happy
and loyal. Listening is such a critical, and sometimes overlooked, part of customer service. Having worked
in a call center for five years, I have plenty of experience listening carefully to the needs of my customers
before efficiently working to solve their problems and explain the solutions. Most customers already begin
to feel taken care of once you listen carefully to their concerns. Asking clarifying questions, repeating their
concerns, and simply quietly listening are helpful ways to demonstrate that you are listening and that you
care about their problems.
☆What is good customer service?
Note: To give you idea so that you can make your own answer check passages below:
•Good customer service means helping customers efficiently, in a friendly manner. It’s essential to be
able to handle issues for customers and do your best to ensure they are satisfied. Providing good service
is one of the most important things that can set your business apart from the others of its kind.
•Good customer service involves giving customers a good first impression of the business, with a friendly
greeting and helpful attitude, as well as a good lasting impression. Determining the customer's needs and
solving problems quickly will lead to satisfied or happy customers.
9. How do you handle customers?

First, we need to address/acknowledge the issue. Second, we need to empathize if the customer
experiences an issue which leads to frustration. We can simply mention that we understand the
importance of this matter and we know where he/she is coming from. Third, we need to give an
assurance that we will do our best to help the customer.

10. Other Questions commonly asked during an interview:

Tell me something about your previous job.

Why did you choose to apply here at TELUS?

Based on my research, Telus is a very stable company and one of the largest BPO in the Philippines.

Can you please guide me on your way to the office from your doorstep?.

I am from Hagonoy taguig, I should ride a jeepney going to Pateros

which may take 15 minutes. Then from Pateros to Guadalupe,
It may take 25 minutes. I will ride the MRT going to Shaw.
I think the average travel hours will be 1 hour.

Are you willing to be on a shifting schedule?

Yes, I am willing for whatever schedule you will give to me.

Are you willing to work during weekends and holidays?

Yes, I am willing to work during weekends and holidays.

How would you react if one of your team mates got covid?

I will report it to the manager so that they can handle it by letting the infected person go to the company's
clinic.

Do you have plans to continue your studies?

As of the moment, I do not have plans to continue my study. My goal right now is to have a stable job to
support my financial needs.

What is your strength / weakness?

That's a great question. My strengths are being empathetic

and willingness to listen and understand other people. For weaknesses,
I think I am a type of person who is very workaholic which many times,
even though I lack rest, I still make sure that my work assignment is complete or done.

How's your attendance in school and work?

I always make sure to come on time and expect that there is always traffic going to the school or work.
This helped me to be in the office or school 30 minutes before my schedule starts.

NOTE: IF WORKING STUDENT KA, CURRENTLY ENROLLED, iwasang idisclose. Kasi ang
tendency nyan, iisipin sayo na sandali ka lang mag-stay sa company.
What is customer service for you?
Customer service is giving the quality service that a customer deserves to have. As a customer service
representative, we should listen and understand the issue, empathize with the user's feeling, give the
proper reassurance and look for the effective resolution.

How patient are you when dealing with other people or customers?

I am very patient when dealing with other people, especially customers. I simply show them that I am
willing to listen and give importance to their concern. Also, I always show empathy so that the customer
will determine that I was able to understand his/her emotion not just his/her concern.

For Hotel Reservation and Financial acct

How will you explain to the customer that he/she is not eligible for a refund?

We appreciate you for being our loyal customer and I understand that you want to request a refund for
your purchase. I would like to inform you that we are unable to issue a refund for your purchase due to
our refund policy. Rest assured that the product you have purchased is of good quality.

For a RETAIL account - How to guide a customer to order a product from any delivery app? What
is the difference between an online shop and a physical shop?

First, you have to advise the customer to download the app, create an account and wait for the
verification through email. Once done, the customer may search for the products he/she wants. After that,
the customer may check the reviews of the selected product and select how many(quantities) he wants to
order. I will advise the customer to check the product's info and the number to be ordered from the app.
Also, I will remind the customer to check the information of the recipient, especially the address. Once the
customer is sure of the information, I will guide him on how to pay it online or offline (like if it's a cash-on-
delivery).

An online shop is a virtual store where customers can easily purchase a product online or with the use of
the internet while a physical store is a retail store which is set-up physically and customers can go and
buy during opening hours. I can say that an online shop can have more customers because many people
are using devices such as mobile or desktop when searching for a product, than a physical store which
has a limited range of market. However, many people choose to go to a physical store to see the product
before purchasing it to make sure that they really want it.

For TELCO acct

How will you guide the customer on inserting a SIM card inside a mobile device?

First, I will advise the customer to turn off the mobile device then use a SIM remover pin to remove the
SIM bed. After removing the SIM bed, place the SIM card on the SIM bed and insert the SIM bed inside
the mobile device. Finally, the customer can turn on the mobile device.

For Content Moderation account

Make sure that your hobbies are related to online games and sports.

What is the importance of mental health?

Good mental health helps us have a more positive outlook and enjoy our lives more. When our mental
health is good, we are better able to cope with the difficult times in our lives. We are more creative when
our mental health is good, and that makes us more open to trying new things.Having good mental health
helps us think more clearly.4
SAMPLE MOCK CALL

Agent **
Thank you for calling Telus. My name is...
May i have ur name and your account number

Thank you so much.

How can I help you?

Customer * pag inquiry lang ( isip isip lang, imbento ka lang ng name ng store, dates) kung wala guide
bingay sau specific

Agent : I will be more than happy to check this for you..

Pag galit si customer : I do apologize Mr / Ms customer, let me help u with this.

One moment.

For newbies na gustong may maipractice, eto po mga links na pwede niyo muna itry. Makakatulong to
pag magtetake na po kayo ng assessment. :)
Typing test: https://www.speedtypingonline.com/typing-test

Logical Reasoning: https://www.indiabix.com/online-test/verbal-reasoning-test/51

Grammar Accuracy: https://www.examenglish.com/leveltest/grammar_level_test.htm

Computer Navigation: https://www.proprofs.com/quiz-school/story.php?title=mti5ody4mw7dc4

Ang exam po sa TELUS ay AMCAT.

Pwede niyo po itong iwatch para makapasa.

AMCAT https://www.youtube.com/watch?v=TaIj7Ms6FUw

SVAR https://www.youtube.com/watch?v=-S8CEwC8sYs&t=2s