There are typical call center interview questions when you apply for the call center interview, and here you will find 5 most common questions and how to crack them. But first a quick overview of the call centers jobs available…
A call center is a firm that takes upon itself the responsibility of handling telephone calls of a big company that has a huge customer database but doesn’t want to invest in the staff required to handle customer calls. For example, when you call up for airline reservations, directory assistance or PC breakdown help, the calls will most likely be handled by a call center.
A call center is staffed with both technical and non-technical personnel and the youth generally find it fun and entertaining to take a job in a call center. However, every call center screens its employees during the interview process and grills them with questions.
Here are the top 5 call center interview questions and how you must prepare for them:
1. Question: Tell us about your previous call center work experience and describe the manner in which you serviced the customers?
This question may be thrown at you in the middle of the interview and you must be prepared for it. Before heading for any call center job interview, you must always review your past work experience and note down the highlights.
Also, call centers look for team players, so focus on the successes you achieved with a team and talk about the achievements as being part of a team effort, not as your personal achievements. As far as the customer service part goes, you have to lay it down straight – tell your prospective employers about how you handled customers without any fiction thrown in.
2. Question: Are you proficient in using different software? What are your computer skills?
All call centers use net telephony because it is cheaper than using land lines. Next, all call centers have a customer database and you must figure out what software is used for maintaining a customer database across different call centers.
Then there are the log files, which have to be created after every call is answered. Finally, there are the usual applications such as MS Word, Excel, etc. Figure out all these software before you go for the interview.
3. Question: This is not really a question, but the interviewer/s will be judging you by your communication skills, the way you deliver your lines and by your grammar.
So, when you are speaking in the interview, remember to speak in a clear and concise way and pick and choose your words. Use short sentences and deliver them in a slow, patient manner.
4. Question: What does a call center mean to you?
This question may seem harmless, but its connotations are huge. The interviewer is trying to gauge your seriousness and commitment to the job and this question is a standard call center interview question.
Remember, you have to reply to this question in all seriousness and earnestness – never ever give the impression to the interviewer that you are taking the job just until you get a better one or for fun and profit. Be serious and say in a formal voice that you want to make a career out of working in a call center.
5. Question: Describe the importance of teamwork and team spirit?
All call centers thrive on team spirit and if they get a whiff that you are a loner and will turn hostile while working in a team, they won’t hire you. So, go ahead and pick up some management books that expound the virtues of teamwork and lay it on thick during the interview.
These are the top 5 call center interview questions you can expect to be asked. If you have applied for a technical job, then expect the questions to focus on the technical subject with all the others questions being mainly fluff.
A call center manager’s interview questions will mostly focus on team building, team spirit and man-management skills. So, whatever job it is that you have applied for: prepare in the manner we have advised you and you will come up trumps.