10 Secrets On How To Pass Call Center Company Interviews roviding outstanding customer service is paramount for all companies — with 76% of consumers saying they view customer service as a “true test” of how a company values them.
As a result, companies are looking to staff their customer service call centers with highly-detailed and friendly employees who can provide that outstanding service, as well as thrive in a fast-paced environment.
So, if you’re preparing for a call center job interview, we’ve compiled some of the most commonly asked questions you’ll likely to encounter — as well as tips for successfully answering them.
General Interview Questions
Regardless of the industry or job title, all job seekers will likely encounter the following interview questions:
1. Tell me about yourself.
This question is usually the opening ice-breaker. Take this time to highlight your accomplishments, strengths and previous job experience, while also mapping them to some of the specific desired qualifications outlined 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.
2. Why did you leave your last job?
Honesty is definitely the best policy here, but avoid disparaging your former employer.
3. Why do you want to work for our company?
Interviewers want to understand your career intentions, as well as know if you’ve done your company research. Share something you’ve learned about the company’s mission, values or reputation, and tell interviewers why it’s important to you.
4. What are your strengths and weaknesses?
Once again, match your strengths to the preferred skills and qualifications in the job description to reinforce that you’re a strong candidate. When it comes to weaknesses, look for ways to turn them into strengths.
5. What questions do you have for us?
This question not only gives you the opportunity to learn more about the position and the company, but also the ability to promote your skills and desire to become a part of the team. Compile a few questions while doing your company research.
6. What’s your idea of a call center?
If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.
You should also pay special attention to what kind of call center you are applying for. Inbound call centers field the customer calls placed towards a business and your time will be spent addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform telemarketing, and more.
7. Why do you want to work in a call center?
Illustrate your knowledge of a call center’s atmosphere and the unique demands you’ll face in the position.
8. What is your idea of quality customer service?
Interviewers want to know what you think quality customer service is and how you would deliver it.
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.
10. Are you able to work with multiple phone lines?
If you have previous call center experience, answering yes to this question should be easy. In addition, tell interviewers how many calls you handled during a typical day. For those without previous experience, highlight other positions that required multi-tasking skills.
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