Question Overview: Call center representatives need to be friendly and helpful. They need to be able to listen to a customer's problem and respond with the right information. They also need to be able to work with a team, since they'll be working with other representatives and supervisors.
Sample Answer: I'm a people person. I love helping others, and I'm good at it. I also like the teamwork aspect of call center work. My co-workers are great, and we have fun together.
Question Overview: Call center representatives need to be able to work with a variety of people. They'll be working with supervisors, other representatives and customers. They'll need to be able to work with all of these people in a professional manner, even when they're having a bad day.
Sample Answer: I was able to talk to the employee and find out what was going on. We were able to work together and resolve the issue.
Question Overview: A customer concern can be anything from a billing problem to a product issue. The best way to handle it is to listen to the customer, understand their concern and then find a solution. It's important to keep the customer informed throughout the process, and a good representative will be able to do that in a way that keeps their customer calm and satisfied.
Sample Answer: I always try to keep the customer calm. I'll ask questions to get more information about their concern, then I'll look up their account and see what I can do.
Question Overview: Call center representatives need to be able to handle angry customers. They need to be able to listen to the customer and empathize with them, but they also need to be able to keep the customer calm. A representative needs to be able to resolve the issue quickly and get the customer off the phone.
Sample Answer: I would try to understand what the customer is upset about and why. I would then try to help them understand that I can't help them if they're angry. I would then ask them if they'd like me to call them back when they're calmer.
Question Overview: Call center representatives need to be able to juggle multiple tasks at once. They may need to listen to a customer, look up information on the computer, type up notes and communicate with other employees. They may also need to do this while talking on the phone. A candidate who has experience with multitasking will be able to demonstrate their ability in an interview.
Sample Answer: I was working at a call center when we had a major issue with our software. We had to update it immediately, but we were swamped with calls. I was able to help customers while I worked on updating the software.
Question Overview: Many call centers require a drug screen and background check before hiring. This is a good sign that the company takes the safety of their employees seriously.
Sample Answer: I've never used drugs, and I'm happy to pass a drug screen and background check.
Question Overview: A candidate who is looking to improve their customer service skills will be a valuable addition to any call center. A candidate who is willing to work on their weaknesses and improve them will be a great asset to the company.
Sample Answer: I want to improve my ability to deal with angry customers. I've been working on my listening skills, and I think that will help me keep my cool when dealing with frustrated callers.
Question Overview: Call center representatives deal with a lot of upset customers, and it's important to be able to deal with them in a productive way. The best candidates will have had experience dealing with upset customers and will be able to explain how they handled the situation.
Sample Answer: I was working in an inbound call center, and a customer called in furious because he couldn't get through to us. He was yelling at me, and I was getting frustrated. I took a deep breath and asked him to tell me what his problem was. He calmed down a bit, and I was able to help him.
Question Overview: A difficult situation can be anything from a customer being rude to a computer glitch. The best candidate will be able to explain how they handled the situation, what they learned from it and what they would do differently next time.
Sample Answer: I once had a customer who was very upset that we were out of stock on a certain product. I was able to offer him a similar product at a discount, which helped him calm down and accept the situation.
Question Overview: A streaming call center is a call center that is set up to handle incoming calls from customers who are watching a live video stream. The representative will be able to see the customer and the customer will be able to see the representative.
Sample Answer: I've worked in a streaming call center before. I was able to see the customer and they could see me. I think it's important to be able to read the customer's body language and tone of voice.
Question Overview: The candidate should discuss a time when they were able to resolve a problem or issue for a customer. They should discuss the problem, how they resolved it and what the outcome was.
Sample Answer: I was able to help a customer who had been having trouble with their account. I was able to find the problem and fix it quickly. The customer was very happy with the result.
Question Overview: A candidate who is looking for a job that is challenging and fast-paced will be a better fit in a call center. The job requires the ability to multitask, so it's important that the candidate is able to handle stress and work in a high-volume environment.
Sample Answer: I'm looking for a job that will keep me on my toes. I like being busy and having to multitask.
Question Overview: A candidate who has experience in the call center industry will have a leg up on the competition. They'll be familiar with the challenges and demands of the job, and they'll have some skills that will make them more valuable to an employer.
Sample Answer: I've worked in customer service for several years, so I know how to handle a variety of situations. I'm also used to working with customers over the phone.
Question Overview: A customer service representative needs to be able to handle a variety of situations, and unexpected questions are a part of the job. A candidate who can think on their feet and come up with a solution quickly will be valuable.
Sample Answer: I would look up the customer's account and see if they had any recent charges. If they did, I'd ask if they were still on vacation. If they were, I'd ask them to call back when they returned home.
Question Overview: The candidate should be able to explain why they want to work for the company. They should be able to explain what they like about the company and what they think they can bring to the company.
Sample Answer: I've been a customer of your company for years. I love your products and I'm really interested in working for a company that I already know and trust.
Question Overview: This question is asked to determine if the candidate is willing to relocate.
Sample Answer: I live in the city of ___________.
Question Overview: This question is asked to see if the candidate is available for the job.
Sample Answer: I'm available to start immediately.
Question Overview: Call center representatives are under a lot of pressure to perform well. They have to deal with angry customers, handle high volumes of calls and work quickly. They need to be able to relieve stress in order to maintain their composure and do their best work.
Sample Answer: I like to listen to music or take a walk when I feel stressed.
Question Overview: A candidate who is currently working in a call center will have a lot of information about the job, and they'll be able to speak to the challenges and rewards of the position.
Sample Answer: I'm currently working as a customer service representative for a large company. I've been there for two years, and I'm very happy with my job. I enjoy helping people solve their problems.
Question Overview: Call center representatives are often tasked with selling products to customers. They need to be able to convince the customer that they need a product and that it's the best option for them. They also need to be able to handle objections from the customer and overcome them.
Sample Answer: I've always been good at convincing people of things. I'm able to read people and find out what they want. I can then use that information to convince them that what I'm offering is what they want.