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Call Center Job Final Interview
Final Interview Questions
During the Final Interview, the interviewer is usually the account manager or the head of the department where you will (possibly) be assigned. The main goal of the interviewer is to go deeper into your personality and evaluate your potentials.
As far as I can remember these were the questions asked to me:
What are your principles in life?
- I would always say, “We only have one life. So we should live it right and do our best in everything we do.”
Do you always depend on your parents when making big decisions in life? Or how do your parents affect you when it comes to decision-making for yourself?
- “I was raised by a single-mom and I love and respect her and I know that she loves and respects me too. She has always been a major influence to me especially when making major decisions in life. But of course now that I have come of age, she also respects the fact that I already have the ability to discern what is right or wrong for me.”
You may also receive questions that would measure your Customer service skills:
Always remember that the key to success in a call center position is not only your customer service skills but most importantly your ability to communicate well.
“Tell me about a situation in your previous jobs when you had to deal with demands from an unreasonable customer.”
- There was one time when I had to deal with a customer who demanded for a replacement despite the fact that his item is no longer within the return period. In times like that, I believe that it is necessary to stay calm and professional and let the customer know that you understand the whole situation and how he feels. I politely explained to him that we could not process a replacement but we can process an in-warranty repair. I believe that an effective customer service agent does not need to compromise the company’s policy to meet customer satisfaction.
“Tell me about a time when you went the extra mile for a customer.”
Tip : 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 meet the customer’s needs.
"Way back in my previous call center company, I was working for an account that handles Technical Support for a digital camera. For How-to inquiries, we were supposed to just refer customers to the online interactive tutorial. However, there was this customer who was in her 80’s who badly needed help with some settings in her camera. I thought it would be too rude of me to just say “Okay log on to this website and you’ll get the support that you need.” So, what I did, I stayed on the phone for over an hour to walk her through with her camera settings. And it was worth it, because it always feels good to be of help. Also, she even spoke with my supervisor to give me Kudos."
“Describe a situation when you had to calm down a very angry customer and uses foul language.”
Tip: When answering this question, try to describe your ability to handle negative customers without being intimidated or getting upset.
"Yes, I’ve had a few experiences with irate customers. In times like that, I believe that it is necessary to stay calm and professional and let the customer know that you understand the whole situation and how he feels. If he/she begins saying foul words, in a clear but calm way, I would say, “It would be better that we handle this situation on a professional level. I will do my best to fix this issue but I need you to stay calm. I can handle your problem but I might not be able to handle your foul language. I might be force to end this conversation if you continue to yell foul words at me.”
Call center positions often require the successful candidate to undergo both product and technical training. In a call center interview you will be asked questions that would 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.”
"Learning new things is never a problem for me. I believe that I am a fast learner because I am optimistic and open-minded. I think these are major factors in order for one to learn very easily. When you are open-minded, you are open to changes and you are open to new things as a result, you are very trainable. Before I entered the call center industry, I had no idea about American Culture. I had no idea on how they live their typical days. I had no idea on how they think. But keeping an open mind and positive attitude helped a lot.
Please feel free to contact me for more information. I'd be glad to help.
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.
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?”
“What does a call center mean to you?”
These seemingly harmless questions are ways for your prospective employer to gauge how serious you are, and what your commitment to the job will be.
Note: A simple and precise answer will do. You may say, “A call center is a company that handles customer care or customer service via telephone.”
They might add, “What do you know about the BPO Industry?”
You can say,
“BPO or Business Process Outsourcing is common among big companies nowadays. Basically it’s about linking of two companies in which the other company serves as the service provider and the other one is the client. One example is a call center company that provides customer service to the customers of their client.”
For example, Sayks is a call center that handles customer care for Kodyak company. In other words, when the customers dial the Kodyak Customer care phone number, the Sayks employees are the ones handling the calls.
On my next post I will try to cover more tips on getting a job at a call center and how screening continues even throughout the training stage. Please stay tuned. Thank you.