Call Center knowledge requirements will vary depending on the company, product and scope of the job. However typical knowledge requirements for a call center position include:* Typing/keyboard (usually over 30 wpm)
* basic computer and technological knowledge
* knowledge of relevant software applications
* numeric, oral and written language applications
* administrative procedures and information processing
* customer relationship principles and practices
Questions around the knowledge requirements can be answered by reviewing your resume or resume as they refer directly to your qualifications, training and work experience. Prepare for call center interview questions that explore your relevant training and work task experiences relating to the specific knowledge requirements listed.
Examples include:
"What are your computer skills and what software applications have your used?"
"What size was the customer database you dealt with?"
"How many calls did you take/make in an average day?"
"What was the average length of each call?"
The interviewer will focus on questions that look for evidence of call center-related competencies. You will be asked to give specific examples of when you have shown the required competency in your previous jobs.
Reflect on your past experiences, select appropriate examples and plan your response using the following structure:
* Describe the specific situation or task you were involved in
* Detail the action and steps you took in the situation
* Outline the results and outcome of your actions. What happened, what was accomplished, what did you learn?
Scroll through the call center interview questions that explore each core competency. Use the answer guidelines to help you prepare your own excellent answers.
call center interview
Team Work
Call centers all involve some degree of team work so expect call center interview questions that explore your ability to function as part of a team.
"Tell me about one of the toughest groups you have had to work with in order to achieve a task or objective."
"Tell me about a time when you were able to help out a team member."
"Describe a situation when you felt a team member was not contributing enough. What steps did you take?"
Answer Guidelines : Show how you are able to work effectively with other people towards task and goal accomplishment, how you interact with others to establish and build efficient working relationships that contribute to team and organizational success. Indicate your value, respect and encouragement of colleagues, your enjoyment of working as part of a team and how you put the team first.
Customer Service
Key to success in a call center position are your customer service skills and orientation.
"Describe a situation when you had to deal with demands from an unreasonable customer."
"Tell me about a time when you went the extra mile for a customer."
"Describe a situation when you had to calm down a very angry customer."
Answer Guidelines : Show how you proactively develop the relationship with the customer, make the extra effort to listen and understand the customer and give high priority to meting the customer's needs. Describe your ability to handle negative customers in the call center without being intimidated or getting upset.
How to answer other common customer service interview questions such as:
"What does excellent customer service mean to you?"
Problem-solving and Judgment
An essential competency for dealing successfully with customers in the call center.
"Describe a tough problem you recently had to sort out for a customer."
"Give me an example of a decision you had to make quickly while dealing with a customer recently."
"What steps did you take when you found out that a problem was a result of inefficient service by your company or colleagues?"
call center interview Answer Guidelines : Discuss your ability to take an appropriate course of action after considering all the relevant facts. How you are willing to analyze and resolve issues promptly, use your troubleshooting skills and follow a logical path to a positive outcome.
Learning Skills
Call center positions often require the successful candidate to undergo both product and technical training. In the call center interview you will be asked questions that explore your ability to learn and apply new information quickly and willingly.
"Tell me about a time you were able to learn something complex in a short time period."
"Describe the last time that you volunteered to gain new knowledge at work or in your own time, without being asked to."
"How have you gone about getting answers to questions you have about your work?"
Answer Guidelines : Detail how you are able to learn and apply new job-related information in a timely manner. Describe your activities towards self-development and ongoing learning.
Stress tolerance
A call center is usually a very pressurized environment to work in, your ability to deal with stress is core to your success.
"Describe a situation when a customer really upset you but you had to remain composed."
"Tell me about a stressful interaction you had with a team member, how did you handle it?"
"How have you handled conflicting demands in the past?"
Answer Guidelines : Describe your ability to maintain work performance under pressure or provocation. Detail how you reduce your stress levels and what coping techniques you have developed. Give examples of how you have dealt appropriately with demanding tasks, customers and colleagues.
Persuasiveness
call center interview
A call center interview will explore the candidate's ability to persuade and influence customers.
"Describe a situation when you had to change your approach because your first attempts to persuade a customer failed."
"Tell me about your approach when calling a brand new prospect."
"How have you managed to overcome a customer's objections in a recent call?"
Answer guidelines: Show how you are able to select the right approach according to the situation, determine customer needs and convince them of the benefits of your product or service. Describe how you overcome objectives to gain commitment from customers. Highlight your successes.
Your competency in communicating effectively and your listening skills will be assessed as you interact with the interviewer. Make sure you speak clearly and concisely, choosing your words with care and using correct grammar. Listen carefully to questions during the call center interview and ask for further clarification if you do not properly understand a question. For comprehensive advice on how to communicate effectively in the job interview go to the expert interview communication strategies.
During the call center interview expect questions that explore your motivation to work in the call center and your commitment to staying in the position, such as:
"What do you enjoy about working in a call center?"
"Why have you chosen a career in this industry?"
View the call center job description which details both the inbound and outbound call center function.
For a comprehensive guide to answering competency based or behavioral questions go to the Behavioral Interview and review the sample questions and answers.This will help you in preparing for call center interview questions.
Whatever position you are applying for, interviewers use some general interview questions to assess the candidate. Review these common job interview questions and answers with sample answers to help prepare for your call center interview.
Here is a video presentation as to why many have opted to try to get into the call center industry:
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