February 10th, 2017 Written by: Molly Masterson
Providing outstanding customer service is paramount for all companies — with 76% of consumers saying they view customer service as a “true test” of how a company values them, according to a 2015 Aspect report.
As a result, companies are looking to staff their customer service call centers with highly-detailed and friendly employees who can provide that outstanding service, as well as thrive in a fast-paced environment.
Masterson Staffing Solutions has years of experience connecting talented individuals with various call-center job opportunities. So, if you’re preparing for a call center job interview, we’ve compiled some of the most commonly asked questions you’ll likely to encounter — as well as tips for successfully answering them.
General Interview Questions
Regardless of the industry or job title, all job seekers will likely encounter the following interview questions:
1. Tell me about yourself.
This question is usually the opening ice-breaker. Take this time to highlight your accomplishments, strengths and previous job experience, while also mapping them to some of the specific desired qualifications outlined in the job description.
Be professional, but also show some personality. Beyond your experience and skills, interviewers are also trying to determine if you’ll be a good cultural fit. Your answer should be something like:
Click to see the answer.
I was born and raised in Mankato, Minn., and graduated this May from Minnesota State University, Mankato with a major in communications. Interacting with people and solving their problems is what motivates me. I’m always trying to fix things for family and friends, much to their chagrin. That’s ultimately what drove me to my past part-time positions in retail.
2. Why did you leave your last job?
Honesty is definitely the best policy here, but avoid disparaging your former employer. Some great responses could be:
Click to see the answer.
- I wanted a new opportunity where I could learn new things and grow my career, but also where I could work more directly with people.
- I wanted to find something more challenging where I could perfect and develop new skills.
3. Why do you want to work for our company?
Interviewers want to understand your career intentions, as well as know if you’ve done your company research. Share something you’ve learned about the company’s mission, values or reputation, and tell interviewers why it’s important to you. Your response could sound something like this:
Click to see the answer.
During my research, I discovered that your company really values training and ongoing learning for your employees, and as someone who loves to learn new things and be challenged, this is important to me.
4. What are your strengths and weaknesses?
Once again, match your strengths to the preferred skills and qualifications in the job description to reinforce that you’re a strong candidate. When it comes to weaknesses, look for ways to turn them into strengths. For example, you might say:
Click to see the answer.
One of my greatest strengths is my ability to learn fast on the job and teach myself different skillsets. And while I don’t have much experience in customer service, I think my ability to learn will help me overcome that obstacle quickly.
For more ideas on the skills you should highlight, check out the seven skills we believe every call center agent should have.
5. What questions do you have for us?
This question not only gives you the opportunity to learn more about the position and the company, but also the ability to promote your skills and desire to become a part of the team.
Compile a few questions while doing your company research. Some questions you may want to ask, as well as some potential follow up responses, are:
Click to see the answer.
- What would a typical day look like for me?
Response: I’ve been exposed to both structured and unstructured work environments, so I feel like I can easily adapt to this kind of work day. - How many people would be on my team?
Response: I’ve been a part of both small and large teams, so this seems like something that is right up my alley. - What does your timeline for hiring someone look like?
Response: That sounds great. I’m available to start in two weeks.
For more general interview questions and tips, Read .
For Call Center Agent Job Seekers
Whether this would be your first or next position as a call center agent, you can expect many of the following questions:
6. What’s your idea of a call center?
If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.
You should also pay special attention to what kind of call center you are applying for. Inbound call centers field the customer calls placed towards a business and your time will be spent addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform telemarketing, and more.
For example, if you’re applying for a customer service call center position, your answer might be:
Click to see the answer.
To me, a customer service call center is the frontline of all customer interactions. It’s the job of call center agents to listen and understand customer concerns while also providing helpful information. At the end of the day, customer service call centers need to create satisfied customers with every call.
7. Why do you want to work in a call center?
Illustrate your knowledge of a call center’s atmosphere and the unique demands you’ll face in the position. For example, you could say:
Click to see the answer.
I’m excited to work in a fast-paced environment that will challenge me to use all of my skills to solve problems and improve the customer experience. I love flexing my communication skills and interacting with customers.
To learn a bit more about what it’s like to work at a call center, read our answers to the six most common questions job seekers have about working in a call center.
8. What is your idea of quality customer service?
Interviewers want to know what you think quality customer service is and how you would deliver it. Your response could sound something like this:
Click to see the answer.
My idea of quality customer service is being able to provide customers with friendly, professional service that not only solves their problems or answers their questions, but also leaves them feeling satisfied with the service they received.
9. How would you handle a call from an angry customer?
Angry customer calls are a reality for any call center. Tell interviewers the steps you would take to de-escalate the situation and solve the problem. Be detailed in your response and emphasize that staying calm and empathetic during the call will be key to coming up with a solution the customer will be happy with. For example, you might answer:
Click to see the answer.
I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.
10. Are you able to work with multiple phone lines?
If you have previous call center experience, answering yes to this question should be easy. In addition, tell interviewers how many calls you handled during a typical day. For those without previous experience, highlight other positions that required multi-tasking skills. A response might be:
Click to see the answer.
While I haven’t worked in a call center previously, I have juggled customer service while I was working in retail. Handling multiple customer returns each day involved a lot of multitasking with our inventory system, communicating with the customer, and accessing our POS system.
Questions For Call Center Supervisor or Manager Job Seekers
11. How many people have you managed in the past?
Whether you’ve managed just a few employees or an entire team, expand on the management techniques you’ve used and the skills you’ve honed through your experience.
Click to see the answer.
I managed a team of five in my last position, and I loved being able to offer advice and train them into better employees. To help motivate my team I frequently placed goals in front of them that they were incentivized to reach. I found this increased their motivation and their performance.
12. Tell us about a time when a customer call was escalated to your attention. How did you handle it? What was the outcome?
Share a story that shows how you were able to solve the problem and improve the customer experience. In addition, tell interviewers how you used that experience as a teachable moment for the entire team.
Click to see the answer.
We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.
13. Tell us about your experience in onboarding and training new employees. What does your process look like?
Interviewers want to know how you will efficiently and effectively set new employees up for success. As you walk them through the process, some good items to touch on are:
- Setting expectations
- Delivering hands-on training
- Evaluating new employee progress
- Ongoing training
For example, you could answer with something like:
Click to see the answer.
My training style is very hands on and visual. I like to do the step for the employee the first time, allowing them to observe the task. And once they have my example to follow, they can complete the task with my supervision and advice. I also like to provide ongoing training by periodically checking in and having refresher training.
14. How would you address performance issues with your employees?
Be detailed in the steps you would take to have the conversation with employees, and the solutions you would offer to help them make improvements. Share an example of how you’ve handled a similar situation in the past to show interviewers you’re up for the task. Your answer could be something like:
Click to see the answer.
When I have an employee that is struggling, I will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I have a better idea of what’s causing the performance issue, I will give the employee a detailed plan for them to get back on track. We will then work on the plan together to ensure that they have a better understanding of the performance expectations and execution.
Are You Ready to Ace Your Interview?
Interviews are nerve-racking, but taking the time to prepare thoughtful answers to some of these commonly asked questions will calm your nerves and boost your confidence. To help you earn the job as an agent, discover more about life in a call center or check out our seven must-have skills for call center agents.
If you’re looking for more interview preparation tips, view our Job Seeker Tips section.
If you’re looking for help in finding a call center job, connect with Masterson Staffing and explore current job openings. Also, check out our recent post that discusses the administrative skills you need to success in an administrative role.
Top
FAQs
What are the 10 most common interview questions and answers call center? ›
- do you have any experience in a call centre?
- why do you want to work for us as a customer service advisor?
- do you enjoy communicating with people?
- how would you deal with an irate customer on the phone?
- how would you tell a customer something that they will not like?
- Tell me about yourself.
- What do you like to do for fun?
- How would your previous team/manager describe you?
- Where do you see yourself in 5 years?
- What enticed you to apply?
- Why are you leaving your current role?
- What are the key factors that make a call center successful?
- Closed-ended interview questions. ...
- Open-ended interview questions. ...
- Hypothetical interview questions. ...
- Outside-the-box interview questions.
“Honestly, I possess all the skills and experience that you're looking for. I'm pretty confident that I am the best candidate for this job role. It's not just my background in the past projects, but also my people skills, which will be applicable in this position.
How can I introduce myself during interview? ›- Start by researching the company and your interviewers.
- Dress appropriately for the interview.
- Avoid distractions and keep eye contact.
- Be confident and comfortable.
- Be aware of body language.
- Prepare what to say.
- Rehearse your introduction with a friend.
- Your educational/professional background is.
- Achievements during the course of your education/previous work.
- How your experience has taught you to handle client concerns well.
- What skills you can offer as a customer service representative.
A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Call centers are located either within an organization or outsourced to another company that specializes in handling calls.
What are the 3 C's of interview? ›These three C's that we will examine are: Credibility; Competence; and Confidence. They are inextricably connected. I'm an introvert by personality type, but can interview with the best of them because of the successful implementation of these three C's.
What is the strong point answering in interview? ›Use strong, confident words. Turn “not all that bad” into “my greatest strength is.” Answer in a concrete and sure way. Practice your answers with a friend so that you can find out how you're coming across before the interview. This is just one question of many you will hear.
How do you handle stress and pressure? ›- Decide what you can do. Pinpoint which parts of the situation you have the power to change or influence for the better. ...
- Get support. Find someone to talk to about your situation. ...
- Care for yourself. Take especially good care of yourself when stress in your life is high.
What are 5 successful interview tips? ›
- Be on time. ...
- Know the interviewer's name, its spelling, and pronunciation. ...
- Have some questions of your own prepared in advance. ...
- Bring several copies of your resume. ...
- Have a reliable pen and a small note pad with you. ...
- Greet the interviewer with a handshake and a smile.
- 1) Be punctual at your interview. It is mandatory to be on time at a job interview. ...
- 2) Do your research on the company. ...
- 3) Don't forget about nonverbal communication. ...
- 4) Be polite with everyone. ...
- 5) Be prepared for your interview.
- Can you tell me a little bit about yourself? ...
- What makes you a better choice than the other candidates who have applied for this job? ...
- What's your biggest weakness? ...
- Can you answer [seemingly random brain teaser or test]?
- Being unprepared.
- Dressing inappropriately.
- Talking too much or not enough.
- Criticising previous employers or colleagues.
- Failing to ask questions.
...
Send a positive message with your body language.
- Shake hands firmly, but only if a hand is offered to you first.
- Maintain eye contact.
- Listen carefully. ...
- Give honest, direct answers.
So as a recap, the four answers that you can give when being asked, what are your greatest weaknesses, are, I focus too much on the details, I've got a hard time saying no sometimes, I've had trouble asking for help in the past, and I have a hard time letting go of a project.
Why are you fit for this job? ›For starters, I have all the skills and experience listed in the job description, and I'm confident that I can make an immediate impact on your company. It's not just my background in leading successful projects for Fortune 500 companies, but also my passion for the industry that drives me to succeed.
Why do you want to join us? ›“I see this opportunity as a way to contribute to an exciting/forward-thinking/fast-moving company/industry, and I feel I can do so by/with my …” “I feel my skills are particularly well-suited to this position because …” “I believe I have the type of knowledge to succeed in this role and at the company because …”
Why do you want a job? ›Focus on the job at hand
'I want this job because I have clear skills that will help me achieve...' 'This role will give me the opportunity to combine both my skills in [skill 1] and [skill 2] to achieve...' 'I love [job role specific task] and my last job took me away from that.
- Remember this is often your first impression, and it matters. ...
- Tailor your answer to the role and company. ...
- Know your audience. ...
- Keep it professional. ...
- But speak with passion. ...
- Don't ramble. ...
- Practice, practice, practice—but stop short of memorizing. ...
- Keep it positive.
How do you describe yourself? ›
The best way to describe yourself in an interview is to give a short but meaningful summary. Use terms that the interviewer will recall so they can introduce you to others. You must prepare a response ahead of time so you can answer confidently and promptly during the interview.
What do you say in a 1 minute introduction for an interview? ›Talk about the skills you possess that are needed by the company. Discuss how your past pattern of accomplishments will likely continue with this company. Finally, stress your interest in the company, why you think it would be a great place to work and do so with enthusiasm. Let them know you really want the job!
How can I introduce myself in 1 minute in interview? ›The initial few minutes of greeting each other let the interviewer get an idea of how confident you are. First, greet the interviewer with a big smile and go for a handshake. Describe yourself stating your full name and a brief introduction. Just give a small detail about your family.
What is the best answer for Tell me about yourself? ›Your answer to the "tell me about yourself" question should describe your current situation, your past job experience, the reason you're a good fit for the role, and how you align with the company values. Tell the interviewer about your current position and a recent big accomplishment or positive feedback you received.
What is DM in call center? ›Direct message (DM)
What is call center skills? ›This means having exceptional active listening and verbal communication skills to respond appropriately to a variety of customers with different issues and queries. Other ideal call center agent skills include excellent knowledge retention, attention to detail, organization, calmness under pressure, and speed.
What is your weakness best answer? ›Answer “what is your greatest weakness” by choosing a skill that is not essential to the job you're applying to and by stressing exactly how you're practically addressing your weakness. Some skills that you can use as weaknesses include impatience, multitasking, self-criticism, and procrastination.
What are the golden rule in interview? ›3 golden interview rules: be prepared, be professional, and most importantly, be yourself.
What are the three P's of interviewing skills? ›So my three Ps of interview preparation are, past, people and personal, but more on these shortly.
How do you win a third interview? ›- Use Previous Interviews.
- Research the Company.
- Look up Your Interviewers.
- Speak with Confidence.
- Behavioral Interview Questions.
- Hypothetical Situations.
- Common Interview Questions.
What are your 5 Weaknesses? ›
Examples of Weaknesses.
Shyness. Lack of knowledge of particular software. Public speaking. Taking criticism.
- Inexperience with specific software or a non-essential skill.
- Tendency to take on too much responsibility.
- Nervousness about public speaking.
- Hesitancy about delegating tasks.
- Discomfort taking big risks.
- Impatience with bureaucracies.
Think about: your enthusiasm for the profession and the employer and your desire to make your mark. your personal qualities, such as your drive and willingness to learn. the skills the employer seeks and how you have demonstrated them in the past – your answer should show why you would be competent in the job.
Can you work under pressure best answer? ›Yes, I can work under pressure. Because it will give me the ability to push myself to develop my skills and explore my knowledge. I am also a very calm person so it is easy for me to handle these types of circumstances and I already have some experience of this during my studies.
What drives you to work? ›“Success is what motivates me to do a good job. Knowing the fact that my hard work and perseverance will help me achieve greater professional success is what keeps me going. I feel that aligning the company's vision and values with my own is one way to achieve that.
How do you see yourself 5 years from now? ›In the next five years, I would see myself as a person with more knowledge and experience and which will improve my skills and enhance my knowledge I think that working in your organization will improve my experience and expertise.
What is the hardest interview question? ›1. What is your greatest weakness? Strengths-and-weaknesses interview questions are a given. You'll want to use some care when choosing your answering the greatest weakness portion.
How can I pass my first interview? ›- Learn about the company. ...
- Treat it seriously. ...
- Create an elevator pitch. ...
- Prepare for common interview questions. ...
- Make a lasting impression. ...
- Send a follow-up letter. ...
- Tell me a little bit about yourself.
- You were in the interview for longer than expected. ...
- The interview felt conversational. ...
- You are told what you would be doing in this role. ...
- The interviewer seemed engaged. ...
- You feel sold on the company and the role. ...
- Your questions are answered in full.
- Can you tell me a little about yourself?
- How did you hear about the position?
- What do you know about the company?
- What are your greatest professional strengths?
- What do you consider to be your weaknesses?
- What is your greatest professional achievement?
What are the 5 unusual interview questions? ›
- Do you come to work just to work, or do you like to socialize along the way?
- What inspires you to work in this industry?
- Tell me about a time when you felt like a hero at work.
- Tell me about a time when a job or company felt like a bad fit for your personality and why.
Express your personal passion for the employer's product/service/mission. Employers want to know you're passionate about what they do, whether it takes the shape of a product, a service, a mission, or a brand. You can also connect your passion to the company's core values, which can often be found on their website.
How do you handle stress? ›- Take breaks from watching, reading, or listening to news stories, including those on social media. ...
- Take care of yourself. ...
- Take care of your body. ...
- Make time to unwind. ...
- Talk to others. ...
- Connect with your community- or faith-based organizations.
- Avoid drugs and alcohol.
Why should we hire you? Make your lack of experience work in your favour. Use this as a strength and tell the panel you are fresh, enthusiastic, hungry and ready to get started! You want the panel to hire you because of your passion for this job and how much you are attracted to their company.
How can I pass a call center interview? ›...
The most important details follow:
- Focus on your introduction. ...
- Get used to asking questions. ...
- Practice giving instructions. ...
- Telling stories.
- Why are you seeking a new job?
- Tell me about what motivates you. ...
- Describe the best boss you've ever reported to. ...
- What sort of manager are you? ...
- If I were to call up your previous boss, what would they tell me is your strongest quality and why? ...
- Where do you see yourself in 5 years?
Step forward and introduce yourself with your full name, interview time and job title of the role you are interviewing for. This can be quick and simple, such as, “Hi, my name is Sanjay Sharma. I am here for a 12 p.m. job interview for the Program Manager role.”