The Top 20 Telvista Interview Questions To Prepare For in 2023

Getting hired at Telvista, a leading business process outsourcing company, can be a competitive process. With its high-quality customer support services across various industries, Telvista only recruits the most capable candidates. This means you need to come prepared for the Telvista interview to stand out

In this article, I share the top 20 most common Telvista interview questions based on my research. I provide tips and sample answers to help you ace your Telvista job interview. Whether for customer service, technical support or management roles, reviewing these questions will get you ready to impress your interviewers.

Overview of Telvista’s Hiring Process

The Telvista hiring process typically involves:

• Initial phone or video screening interview
• In-depth interview with a manager/supervisor
• Online assessments like math, language or psychometric tests
• Roleplay exercises to evaluate customer handling skills
• Multiple interviews may be required for some roles
• Background and drug screening once an offer is made

The process can take a few weeks Throughout, the recruiters and interviewers are described as friendly, helpful and responsive

20 Common Telvista Interview Questions and Answers

Here are the top 20 most frequently asked questions during the Telvista interview

1. How do you handle angry customers and de-escalate tense situations over the phone?

Maintaining calm and resolving conflicts are vital skills in customer service roles. Interviewers want to know if you can turn negative interactions into positive outcomes.

Sample Answer: When handling an angry customer, I first listen attentively to understand their concerns. I empathize with their frustration and apologize sincerely for any inconvenience caused. Next, I take responsibility and assure them I am here to help resolve the issue. I outline the steps I will take to fix the problem, involving my supervisor if needed. Finally, I follow up to ensure they are satisfied with the solution provided. This helps de-escalate tension while also building a stronger relationship.

2. What steps would you take to troubleshoot a customer’s technical issue remotely?

This question tests your problem-solving abilities and customer service skills for remote tech support roles.

Sample Answer: I would first gather details about the issue from the customer by asking questions. With their permission, I would use remote access tools to directly observe the problem. Then I would diagnose the issue methodically, using resources like manuals or databases. I would guide the customer through steps to resolve the problem while maintaining clear communication. If I cannot resolve it, I would escalate the issue to the appropriate level.

3. Can you describe your experience with ticketing systems and documenting customer interactions?

This question evaluates your ability to track issues and interactions, critical for good customer support.

Sample Answer: I have used ticketing systems like Zendesk and Salesforce to log customer issues, prioritize them based on urgency, and track them until resolution. Proper documentation of each interaction has helped me provide consistent service and identify recurring problems. My meticulous notes have led to insights that improved customer satisfaction.

4. How do you prioritize tasks when handling multiple client requests simultaneously?

This question tests your time management and multitasking skills.

Sample Answer: I prioritize tasks based on urgency, importance and complexity. If a client reports a critical system failure, I would attend to that first while acknowledging other requests and providing timeline updates. I leverage tools like Excel or Trello to track different priorities and deadlines. This balanced approach ensures urgent issues get prompt attention while also setting clear expectations with other clients.

5. Describe how you ensure providing accurate information to customers during support calls.

Interviewers want to know your commitment to delivering correct solutions and minimizing errors.

Sample Answer: I fully understand the customer’s issue first through active listening. I double check information before responding by consulting knowledgeable colleagues or trusted resources. If still unsure, I do not guess; I seek help to verify the answer. This enables me to confidently provide customers with reliable information, thereby building trust.

6. How have you improved the overall customer service experience within a team?

This question tests your teamwork abilities and commitment to driving better customer satisfaction.

Sample Answer: In my previous role, I noticed gaps in our team’s customer journey mapping process. I facilitated a workshop to map touchpoints from initial contact to post-purchase support. This helped identify areas for improvement, like implementing a shared CRM system for smoother hand-offs between teams. Customers appreciated the enhanced personalized service, reflected in higher satisfaction scores.

7. Explain how you stay focused and productive in a high-volume call center environment.

Call center roles require resilience and the ability to manage pressure. This question evaluates those skills.

Sample Answer: I stay focused in a high-volume environment through strong prioritization, regular breaks to recharge, and mindfulness exercises. Celebrating small daily wins maintains motivation despite the constant pressure. Leveraging tools like CRMs also enhances productivity by streamlining customer interactions.

8. What strategies do you use to stay updated on new product features and technology trends?

This question tests your learning agility and passion for continuous skills development.

Sample Answer: I actively stay updated on new trends by reading industry publications, taking online courses, attending webinars and participating in forums. These allow me to learn about product updates and technology advancements. I also pursue relevant certifications that require ongoing education. This multifaceted learning helps me provide well-informed service to customers.

9. Share an example of when you adapted quickly to a change in policies/procedures.

This question evaluates your flexibility and ability to maintain productivity during times of change.

Sample Answer: When my previous company migrated to an agile project management system, I immersed myself in learning the new processes through training, research and peer collaboration. Within a short period, I was able to apply the procedures effectively to my work. This demonstrated my ability to adapt quickly, enhancing productivity even amidst changing systems.

10. Describe your approach to coaching employees struggling with performance issues.

This tests your leadership, coaching and mentoring abilities.

Sample Answer: I start with an empathetic one-on-one conversation to understand the employee’s challenges. Then we collaboratively create a personalized improvement plan with clear goals and timelines tailored to their needs. Regular check-ins and feedback sessions support progress tracking. My aim is to foster an environment where employees feel safe to discuss struggles and grow through ongoing guidance.

11. How do you motivate yourself and others in competitive, target-driven roles?

This evaluates your ability to inspire yourself and your team to perform in high-pressure environments.

Sample Answer: I stay self-motivated by setting clear goals and tracking progress. For the team, I cultivate camaraderie and highlight how each person’s role contributes to collective goals. Celebrating wins, providing feedback and coaching also keeps individuals driven. My authentic passion for excellence inspires my team to enjoy the competitive spirit.

12. How have you used data to make decisions on customer service improvements?

This tests your data analysis skills and ability to drive insights for better customer satisfaction.

Sample Answer: In a previous role, I leveraged data analytics to identify peak customer call times. I adjusted staffing to ensure more agents were available during those periods, reducing wait times by 30%. Surveys also revealed customers disliked repeating information to different reps, so I spearheaded implementing a shared CRM system to improve hand-offs.

13. Discuss your experience providing remote desktop support.

This evaluates your ability to troubleshoot technical issues remotely.

Sample Answer: I have used tools like TeamViewer to remotely diagnose and resolve software issues customers faced. Maintaining clear communication to guide users through each step has enabled me to deliver excellent remote support. I ensure customers are comfortable throughout the process for a smooth customer experience.

14. Describe handling escalated customer complaints and finding satisfactory resolutions.

This tests your conflict management skills in high-pressure situations.

Sample Answer: When handling escalated complaints, I first listen attentively to understand the customers concerns without interrupting them. I empathize, take ownership and keep them informed about every step being taken to resolve the issue. A combination of problem-solving skills, transparency and proactive communication turns potentially damaging situations into opportunities to enhance loyalty.

15. How do you manage stress and avoid burnout while consistently meeting targets in a high-pressure environment?

This evaluates your resilience, prioritization abilities and self-care practices.

Sample Answer: I maintain realistic goals and break them into manageable tasks that provide a clear roadmap despite the pressure. Taking regular breaks to recharge and maintaining work-life balance are essential for me. Openly communicating with managers about challenges also fosters a supportive environment. My focus on holistic well-being enables me to consistently deliver high performance.

16. Have you implemented a process change that improved efficiency or customer satisfaction?

This question tests your critical thinking and problem-solving skills.

Sample Answer: Yes, in my previous role, our outdated CRM platform was slowing down customer management and lacking key features. I proposed and implemented a migration to a more modern system. This streamlined processes, reduced administrative tasks, and provide