50 Call Center interview Questions and Answers
The interview questions below can be used for call center positions such as: Call center manager; Call center assistant; Call center supervisor; Call center coordinator, Call center director, Customer services, Quality assurance etc. It also be used for phone interview, second interview, behavioral (competencies based) interview…
I. Sample call center interview questions
1. What is your philosophy towards call center work?
2. Why do you want to work as this call center position in this organization?
3. Tell me about a suggestion you have made as call center?
4. Why should we hire you as call center?
5. What does Customer Satisfaction mean to you?
6. What are the works of Team Leader in Call Center?
7. What do you enjoy about working in a call center?
8. Describe what a call center agent is?
9. Why is teamwork important in a call center?
10. What are your computer skills and what software applications have your used?
11. What size was the customer database you dealt with?
12. How many calls did you take/make in an average day?
13. What was the average length of each call?
14. Tell me about one of the toughest groups you have had to work with in order to achieve a task or objective.
15. Tell me about a time when you were able to help out a team member.
16. Describe a situation when you felt a team member was not contributing enough. What steps did you take?
17. Describe a situation when you had to deal with demands from an unreasonable customer.
18. Tell me about a time when you went the extra mile for a customer.
19. Describe a situation when you had to calm down a very angry customer.
20. Describe a tough problem you recently had to sort out for a customer.
21. Give me an example of a decision you had to make quickly while dealing with a customer recently.
22. What steps did you take when you found out that a problem was a result of inefficient service by your company or colleagues?
23. Describe a situation when a customer really upset you but you had to remain composed.
24. Tell me about a stressful interaction you had with a team member, how did you handle it?
25. How have you handled conflicting demands in the past?
26. Describe a situation when you had to change your approach because your first attempts to persuade a customer failed.
27. Tell me about your approach when calling a brand new prospect.
28. How have you managed to overcome a customer’s objections in a recent call?
29. What are methods that are used to manage Call center?
30. How to maintain Call center activities?
31. What are common risks for Call center? And how to face?
32. Describe steps to manage Call center?
33. How to measure performance of Call center activities?
34. What are monitoring methods for Call center activities?
35. Describe ISO 9001 for Call center?
36. What made you choose to apply to Call center…position?
37. Tell me about your last position and what you did?
38. What do you know about the Call center…position?
39. What are key tasks for Call center…position?
40. What are top 3 knowledge/top 3 skills for Call center…position?
41. What are KRAs/output of Call center…position?
42. How to measure/appraise your Call center…position?
43. What do you know about this company?
44. Describe two or three major trends in your Call center field?
45. Did you choose this profession/field?
46. What tertiary qualifications have you attained that related to Call center…position?
47. What is the most recent skill you have learned that related to Call center…position?
48. Tell me about a time when you helped resolve a dispute between others.
49. What position do you prefer on a team working on a project?
50. Give some examples of teamwork?
51. Do you have any questions for me?
I. Call center interview answer tips
One of the most challenges of the call center job is to communicate with different customers such as irate customer, defensive customer and offensive customer.
This job typically requires experience and skills for candidates to handle given situations like what does one usually do if ABC…?
Basing on the call center job interviews, the employer will look for and choose potential candidates demonstrating essential call center skills for meeting a variety of customer’s demand. Therefore, the candidates should prepare possible the call center interview questions and practice answering them so that they catch great chance for passing the interview.
1. Identify key goals, tasks, job specs and attributes for call center positions then ask question: How to do, how to become …
2. Listen questions carefully, then ask by your self : what are things related to account field before answering.
3. Always ask by yourself: What are proofs that are required for this position?
4. Make a full list of interview questions for call center field: specialized interview questions, common interview questions, interview tips, interview thank you letters, types of job interview questions…
Top 7 interview questions with answers
1. What have you done to improve your knowledge in the last year?
Try to include improvement activities that relate to the job. A wide variety of activities can be mentioned as positive self-improvement. Have some good ones handy to mention.
2. What experience do you have in this field?
Speak about specifics that relate to the position you are applying for. If you do not have specific experience, get as close as you can.
3. Describe a typical work week for you.
Interviewers expect a candidate for employment to discuss what they do while they are working in detail. Before you answer, consider the position you are applying for and how your current or past positions relate to it. The more you can connect your past experience with the job opening, the more successful you will be at answering the questions.
It should be obvious that it’s not a good idea talk about non-work related activities that you do on company time, but, I’ve had applicants tell me how they are often late because they have to drive a child to school or like to take a long lunch break to work at the gym.
Keep your answers focused on work and show the interviewer that you’re organized (“The first thing I do on Monday morning is check my voicemail and email, then I prioritize my activities for the week.”) and efficient.
4. What kind of salary do you need?
A loaded question. A nasty little game that you will probably lose if you answer first. So, do not answer it. Instead, say something like, That’s a tough question. Can you tell me the range for this position? In most cases, the interviewer, taken off guard, will tell you. If not, say that it can depend on the details of the job. Then give a wide range.
5. Explain how you would be an asset to this organization
You should be anxious for this question. It gives you a chance to highlight your best points as they relate to the position being discussed. Give a little advance thought to this relationship.
6. What is your greatest strength?
Numerous answers are good, just stay positive. A few good examples: Your ability to prioritize, Your problem-solving skills, Your ability to work under pressure, Your ability to focus on projects, Your professional expertise, Your leadership skills, Your positive attitude
7. Do you have any questions for me?
Always have some questions prepared. Questions prepared where you will be an asset to the organization are good. How soon will I be able to be productive? and What type of projects will I be able to assist on? Are examples.