According to a 2015 Aspect report, all companies should strive to provide excellent customer service, with 276 percent of consumers saying that customer service is the best way to tell if a company values its customers.
Companies are now looking to hire friendly, highly-detailed people to work in their customer service call centers so they can provide great service and do well in a fast-paced setting.
Masterson Staffing Solutions has years of experience connecting talented individuals with various call-center job opportunities. So, if you’re getting ready for a job interview at a call center, here are some of the most common questions you’ll probably be asked, along with some tips on how to answer them well.
Regardless of the industry or job title, all job seekers will likely encounter the following interview questions:
Getting a job in a contact center or call center can be very rewarding. It provides the opportunity to help customers, solve problems, and gain valuable experience in customer service. However, you need to impress in the interview by demonstrating your communication skills, problem-solving abilities, and customer service mindset.
Here are 10 of the most common contact center interview questions you may encounter and tips for answering them successfully:
1. Why do you want to work in a contact center?
This question gauges your interest in the position, Emphasize your desire to help people and provide great service For example
“I enjoy communicating with people and solving their problems Contact centers allow me to use my skills to assist customers to the best of my ability.”
2. How would you handle an angry caller?
With this question, interviewers want to see that you can stay calm and address issues professionally. For instance:
“I would listen empathetically without getting defensive. I’d apologize for their experience and investigate options to resolve their issue. My goal would be turning an angry caller into a satisfied customer.”
3. How do you handle pressure or stressful situations?
Call centers can be high-pressure. Show interviewers you thrive under pressure by giving examples of past situations you handled well.
“In my previous role, we were often under tight deadlines. I stayed focused and worked methodically to ensure tasks were completed accurately and on time.”
4. Tell me about a time you had to explain something complicated to a customer. How did you handle this?
This demonstrates your ability to simplify complex topics when assisting customers. For example:
“I had to walk a customer through resolving an internet connectivity issue, which involved advanced troubleshooting. I was able to explain each step clearly and simply until the issue was fixed.”
5. How do you stay motivated in a job?
Interviewers want to know you have drive. Talk about what motivates you. For instance:
“I get great satisfaction from providing excellent customer experiences. Knowing I’ve helped make someone’s day a little better motivates me to keep improving.”
6. How do you handle working under pressure?
Show that you thrive under pressure. For example:
“I stay focused on the task at hand. I also utilize stress management techniques to maintain composure and make sound decisions even when things get hectic.”
7. What makes you a strong customer service representative?
Use this opportunity to share your expertise and passion. For example:
“I have a talent for listening attentively and identifying customer needs. I enjoy connecting with people and have a high level of patience and empathy. My focus is providing each customer with a positive experience.”
8. What are your strengths and weaknesses?
Highlight strengths like communication skills, problem-solving, and attention to detail. For weaknesses, share areas you want to improve. For instance:
“A strength is my ability to remain upbeat and engaged even when dealing with difficult situations. A weakness is that I sometimes rush tasks when under pressure. I’m working on staying composed.”
9. How do you respond to feedback or criticism?
Focus on positive traits like openness to improvement and desire to learn. For example:
“I welcome feedback and constructive criticism as opportunities to gain insights that help me improve. I don’t take it personally, but rather focus on applying it.”
10. Why should we hire you?
Close by reiterating your fit. You could say:
“With my customer service expertise, communication abilities, and problem-solving skills, I am well-equipped to handle this role effectively. I am passionate about providing exceptional support and creating happy customers.”
With preparation and practice, you can master contact center interview questions. The key is showing your customer service mindset. Highlight your communication skills, composure under pressure, and motivation to provide top-notch experiences. With the right examples and confidence, you can impress interviewers and land the job. Prepare, practice, and you will ace your contact center interview!
Tell me about yourself.
This question is usually the opening ice-breaker. Now is the time to talk about your accomplishments, strengths, and past work experience. Connect them to some of the specific qualifications listed in the job description.
Be professional, but also show some personality. Beyond your experience and skills, interviewers are also trying to determine if you’ll be a good cultural fit. Your answer should be something like:
I was born and raised in Mankato, Minn. , and graduated this May from Minnesota State University, Mankato with a major in communications. Interacting with people and solving their problems is what motivates me. I’m always trying to fix things for family and friends, much to their chagrin. That’s ultimately what drove me to my past part-time positions in retail.
For Call Center Agent Job Seekers
If this is your first or next job in a call center, you can expect to be asked a lot of the queries below:
CALL CENTER Interview Questions & ANSWERS! (How to PASS a Call Centre Job Interview!)
FAQ
How can I pass a call center interview?
Why should we hire you as a contact centre agent?
What questions should you ask during a call center interview?
During call center interviews, hiring managers are likely to ask a mix of general and situation-specific questions to assess your communication, problem-solving and customer service skills. In this section, we will cover five common interview questions and provide you with guidelines on how to answer them effectively. 1.
How do I interview for a call center position?
When you interview for a call center position, it’s important to know the expectations of the role and understand what value you will bring to the organization. Review the job description and answer this question by explaining the skills you can use to address the requirements of the position.
What questions should you ask a call center agent?
Below are twelve of the most common call center agent questions that you might be asked during your interview. Also included are some great answers that you can use to demonstrate that you’re a great fit for the position. 1. What does customer satisfaction mean to you?
Why do call center interviews include role-specific questions?
Call center interviews often include role-specific questions to assess a candidate’s ability to handle various situations specific to the job.
