Call Centre Interview Questions
Working in a call centre can be a difficult job; however, with the current jobs market being extremely competitive, and with very few jobs to choose from, it can be a great way for you to gain some valuable work experience. Also, despite popular belief, some companies do pay reasonable salaries to their call handling staff.
In this article I am going to provide you with a series of interview questions that will help you to prepare for the call centre interview.
WHY DO YOU WANT TO WORK FOR OUR CALL CENTRE COMPANY?
When answering this question you must be positive about their company. The main reason for the panel asking this question is that they want to know you have researched them thoroughly, and that you are serious about wanting to join them. As you can imagine, they get many hundreds of applications for job that is advertised and they want people who intend to stay with them for as long as possible. if you have researched their organisation then you are far more likely to stay with them.
Many candidates apply for many different call centres just because they want to become a call centre worker. Wanting to join their particular company is just as important as wanting to become a call handler.
When answering this type of question, try to cover the following areas:
– Their reputation (providing it is positive).
– The quality of the service they offer.
– The company’s ambitions and achievements.
– What they stand for (their mission statement).
This type of question allows you really show that you have researched this particular company and that you are dedicated to becoming a call operator with them. If the assessors can start to see you as part of their team your chances of success will be greatly increased.
WHAT EXPERIENCE DO YOU HAVE WORKING ON THE TELEPHONE?
If you have no experience whatsoever of answering calls then try to provide a response that shows you have an understanding of how to answer calls in a professional manner, such as:
Step 1 – Answer the call in a timely manner in-line with the organisations time-scales and the raining you have received.
Step 2 – Always answer the call politely and speak to the caller in a positive manner.
Step 3 – try to establish the facts of their query or problem and always follow company procedures when dealing with any customer complaints.
Step 4 – Once you have gathered the facts inform the caller what you will do in order to answer their query or resolve their complaint.
Step 5 – Although customer service is very important you must always try to answer and conclude the all as quickly as possible. Time if of the essence and you will need to move on to the next caller who will be waiting in a queue.
HOW WOULD YOU DEAL WITH AN AGGRESSIVE OR DIFFICULT CALLER?
It is inevitable that you will have to deal with difficult and sometimes aggressive callers whilst working as a call centre worker. Whilst you should never tolerate abusive or aggressive language, there are a number of things you can do in order to diffuse a situation like this.
When responding to this interview questions try and demonstrate that you will listen to the caller and allow them to get off their chest what they want to state. if they do become abusive then issue them with a warning that any further abusive language will result in the call being terminated. Once you have established the facts of the case, try to resolve it in a timely manner. Always be polite and never become confrontational with the caller, regardless of how you may feel at the time of the call.
DESCRIBE A SITUATION AT WORK WHERE YOU HAVE HAD TO BE FLEXIBLE.
Part of the call centre workers role is to be flexible. Part of the essential criteria is that you are flexible. This means that you are flexible in terms of the shift and your availability. In order for the call centre company to operate effectively, it needs people who do not want to work a normal 9 – 5 job. Y
Many call centre operators say that the most frustrating aspect of their job is the instability of the life and the shift changes. Obviously the company you have applied to wants to know that this is not going to be a problem for you. Therefore, when responding to this type of question, you need to provide an example where you have already demonstrated commitment and flexibility to a previous or current role.