interview questions for call center job

A call centre is usually a fast paced and competitive environment to work in, where the call centre executive needs to radiate a positive company to each and every customer – or potential customer – they speak to. This article will explain how to approach an interview for one of these positions, and provide some example questions to think about.

Show passion for the job, and try and speak in a clear voice. Mention any previous experience of working directly with customers – whether in a call centre or not – and do not be afraid to ask questions of your interviewers if you are unsure of anything. Sprinkling answers with real examples of times when the candidate has helped customers in previous roles will add authenticity.

Call center interview questions and answers
  • How would you describe the role of a call center representative? …
  • What are the most important skills for a call center representative? …
  • How do you define quality customer service? …
  • What steps do you take when speaking with a customer?

CALL CENTER Interview Questions & ANSWERS! (How to PASS a Call Centre Job Interview!)

9. How would you handle a call from an angry customer?

Angry customer calls are a reality for any call center. Tell interviewers the steps you would take to de-escalate the situation and solve the problem. Be detailed in your response and emphasize that staying calm and empathetic during the call will be key to coming up with a solution the customer will be happy with. For example, you might answer:

I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.

For Call Center Agent Job Seekers

Whether this would be your first or next position as a call center agent, you can expect many of the following questions:

14. How would you address performance issues with your employees?

Be detailed in the steps you would take to have the conversation with employees, and the solutions you would offer to help them make improvements. Share an example of how you’ve handled a similar situation in the past to show interviewers you’re up for the task. Your answer could be something like:

When I have an employee that is struggling, I will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I have a better idea of what’s causing the performance issue, I will give the employee a detailed plan for them to get back on track. We will then work on the plan together to ensure that they have a better understanding of the performance expectations and execution.

FAQ

How can I introduce myself in call center interview?

How To Prepare for a Call Center Interview: 6 Tips
  1. Dress Well. Make sure that you look presentable when you show up for the interview. …
  2. Mind Your Behavior and Body Language. …
  3. Polish Your Grammar and Pronunciation. …
  4. Learn How To Perform Well Under Stress. …
  5. Study About the Company and Job You’re Applying For.

Why should we hire you for call center?

Sample answers for various positions (from call center to management) You should hire me, because I posses a rare ability to uncover and develop the strengths of other people. Management is my passion, and I just love to help the others to achieve their goals, to enjoy their job, and to mutually help the company grow.

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