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Looking for a call center job?
Have
a look at our call center directory page.
Looking to prepare for a call center interview?
Preparation is the key to nailing a call center job interview. Below is a list of the key call center questions
you should prepare for before a job interview. I can almost guarantee
that you will get a couple if not most of these questions. These questions were
taken straight from the hiring paperwork of a National Call Center.
Call Center Employment Interview Question
1. Tell me about your work history. (Start with
the most recent and work your way back. Do you best to emphasize all customer service
related job experience in your past employment).
2. Why do you want to leave your current employer and/or
switch careers? (You need a good answer here. Growth, more opportunity, additional
responsibility, etc. are all good responses. Stay away from negative type responses
such as: 1) My supervisor is a real pain, 2) I need more money, 3) The work wasn’t
challenging. Present a positive reason for leaving.)
3. What did you like about your past job? What did you
dislike about your past job? (Once again, don’t get negative).
4. Describe a major problem you’ve encountered and how
you dealt with it? ( Make sure you prepare for this question before the interview.
Focus on sharing a problem you encountered that allowed you to demonstrates a positive
quality such as leadership, ingenuity, hard work ethic, charisma, etc).
5. Please describe your greatest strength or attribute?
Describe one of your weaknesses? (Be careful with this question. You obviously
don’t want to present a major concern, but you need to make an honest answer. I
good strategy for answering this type of question is to focus on areas you’d like
to progress further in. Acknowledge that you want to learn more in this area and
present some of the steps you will take to make this weakness a future strength).
6. What are your goals for the next 3-5 years.
(Be careful not to come off overly ambitious with this one. A call center will want
to know that you plan to be the top Call Center Representative (CSR), or in a lead
position down the road. Telling them you want to be a manager in 1 year may scare
them off. Overly ambitious people usually won’t stay in any one place too long) .
Ask Questions – Usually an interview will wind down with the interviewer asking,
“Do you have any questions for me”? Your answer should be, “Why yes, thank you..”
Always have at least two questions pre-planned. I would even suggest writing them
down ahead of time and pulling them out to read. This shows that you have prepared
for the interview and have thought about the position.
Here’s a couple suggested topics that will help show you have done your research
into a Call Center environment:
1. How many calls per day will a CSR handle? Calls per hour?
2. What is the average occupancy rate expected of a Call Center Rep in your
company? (The occupancy rate is the percentage of time a CSR will be talking to
customers in a standard shift. Occupancy rate varies from call center to call center,
but usually 75% and above is the goal.)
3. How does (the company) deliver great customer service?
Follow up – Ask for a card during the interview so you can follow up with a quick
thank you note after the interview. A simple email will usually suffice and will
show that you follow-up.
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