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14 Common Call Center Interview Questions and

Answers
In this blog post, I will be discussing the most common and hardest to answer call center
interview questions. I also would be equipping you (our dear readers) with valuable tips on
how to answer some sample call center interview questions.

Want to improve your English grammar? I highly recommend using Grammarly, a virtual
grammar tutor. Click here to sign up for free.

While call center interview questions will mostly resemble interview questions found in job
interviews in other industries, the content of your answers will have to be tailor-made for
the needs of the call center industry. Job interviewers in the call center industry will
primarily be on the lookout for skills such as flexibility, customer service, multitasking, good
communication, and critical thinking.

This blog post featuring call center interview questions and answers will be presented in a
question and answer format. The answers will be given in a script format. This will be
followed by a short explanation on each call center interview question and answer.

#1 Call Center Interview Questions: Tell me something about yourself.

#1 Call Center Interview Answers: Well, I can say that I am a person with varied interests.
During my spare time, I like to sketch anything that I see on the street such as a dog passing
by or a little girl buying candy from the neighborhood store. These things fascinate me. I
guess I like to observe people. On Sundays, I do volunteer work at an orphanage. My volunteer
work consists of encouraging wealthy people to donate money to the orphanage. What we do
is we go to the upscale neighborhoods of the city and tell them about the orphanage. When I
have the time, I also like to read novels, and play basketball.

#1 Call Center Interview Questions and Answers Explanation:

This call center interview question is probably one of the most neglected and least prepared
for by interviewees. Questions like these seem very simple and direct to the point. Your
answer though to this question will set the course of the interview. From this very simple
question, interviewers can likely guess at whether you are a good candidate or not so please
do not take this question for granted. Most applicants will answer this call center interview
question with information already found on their resumes like their name, address, and
school information. Do not make this mistake. When being asked this question, you are
supposed to answer with information not found on your resume. Why would the interviewer
want to know about your name, age, and address when this information is already on your
resume?

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grammar tutor. Click here to sign up for free.

A very good answer to this call center interview question would be to talk about your hobbies.
When you do answer this question by talking about your hobbies, remember that you will also
be indirectly providing the interviewer with information about your skills. For example, if you
answer by saying that you play sports like basketball or baseball, this tells the interviewer
that you are competitive. If you say that you like to play chess, this means you’re analytical.
If you tell the interviewer that you are involved with various organizations, this spells
leadership and people skills. So do not take this call center interview question for granted.
Make sure to answer this question by giving the interviewer an idea that you are who they are
looking for. If you do not have any “good hobbies” (like all you can say is watch HBO, eating,
and sleeping), another approach you can take is talking about your family. Describe your
relationship with your family. Talk about your brother, the pilot, or your mom, the actress.
Say that you are very close to your family, that you guys go to church every Sunday and watch
a movie afterward. If you like to watch TV, amuse your employer by saying something like I’m
addicted to Game Of Thrones. I watch all Game Of Thrones episodes on my phone every day.
If all you have in your arsenal is reading, then make it sound better and more interesting by
saying that you are a voracious book reader. Rack your brain. Make sure that when you tell
something about yourself, it sounds interesting and will make you shine.

#2 Call Center Interview Questions: What is your idea of a call center?

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grammar tutor. Click here to sign up for free.

#2 Call Center Interview Answers: My idea of a call center is that it is a place where people
take calls from customers and deliver superb customer service experience. I know that the
people who work for call centers are extremely flexible people who adapt to different
cultures, different people, and different schedules all at the same time.

#2 Call Center Interview Questions and Answers Explanation:

Call center interview questions such as this one aims to gauge how correct your expectations
of a call center job are. Answer this question by giving out your general expectations of a call
center job. Describe the work (selling if it’s a sales account, instructing callers if it’s a
technical support account, etc.) or the people working in call centers. This call center
interview question will only be asked if you are a first time call center job applicant or don’t
have any call center experience yet.

Want to improve your English grammar? I highly recommend using Grammarly, a virtual
grammar tutor. Click here to sign up for free.

#3 Call Center Interview Questions: Why do you want to work in a call center?

#3 Call Center Interview Answers: I’d like to work in a call center because I have the skills
to match the ones needed for this job. I graduated as a nursing student and during our on-the-
job training, I learned a lot about communication skills and how to deal with people. As a
nursing graduate, I am skillful in dealing with difficult people and patient in working with
irate clients. In my course, we were taught how to be good listeners which I know, is a very
valuable skill in this industry. Another reason I want to work for a call center is because I
know that the benefits and pay in the call center industry are better compared to those in
other industries. I also know from my friends that the chances of career growth in this
industry are high. In the past, I have heard of people getting promoted overnight.

Want to improve your English grammar? I highly recommend using Grammarly, a virtual
grammar tutor. Click here to sign up for free.

<#3 Call Center Interview Questions and Answers Explanation:

Questions such as this one are only directed to applicants without any call center experience
or first timers. Please do not answer this call center interview question by saying that you
need money to help your parents. The interviewer wouldn't want to hear that you are in this
just for the money. For Filipinos, please do not answer this call center interview question by
saying that you want to improve your English. By applying for a call center position, you
should already be confident with your communication skills in English. The answer above, by
the way, is a good example of how you can relate your college degree to a job in a call
center. I purposely chose to provide an answer that a nursing graduate could give to this call
center interview question because of the many nursing graduates in the Philippines trying to
look for a job in the call center industry.

#4 Call Center Interview Questions: What are your strengths and weaknesses?

#4 Call Center Interview Answers: I am a very patient person capable of dealing with irate
and demanding customers. I can think out of the box, so I have exceptional problem-solving
skills. I have good communications skills, and I can learn how to operate new computer
programs very fast. I am a team player, and I get along with people very well. Those are my
strengths. As for my weaknesses, I guess my biggest weakness is working too much and not
knowing when to stop. I would say that this is a weakness because sometimes, I would render
too much over time that it becomes detrimental to my health.

#4 Call Center Interview Questions and Answers Explanation:

Questions like this one are pretty much self-explanatory. With this call center interview
question, you would want to answer by enumerating skills that are needed as a call center
agent or customer service representative. These includes (but are not limited to): flexibility,
adaptability, good communication skills, good listening skills, patience, proficiency in
Microsoft Office programs, good typing speed, and excellent multi-tasking skills. Of course
when it comes to your weaknesses, you don’t want to answer by saying that you don’t have
any as this will make you look egotistic. So make sure to be prepared to come up with at least
one weakness that isn’t too negative. Examples of weaknesses that aren’t very negative are:
being workaholic and being too friendly. Answer this call center interview question with a lot
of confidence.

#5 Call Center Interview Questions: What makes you qualified to work in a call center?

#5 Call Center Interview Answers: I am qualified to work in a call center because I possess
qualities which makes one a good call center agent or customer service representative. I am
very flexible; I don’t have complaints with shift work or working at nights and with split days
off. I am willing to learn, and I am not intimidated with learning new things. I am very
patient, and I know how to deal with stress. I believe that these qualities make me qualified
to work in a call center.

#5 Call Center Interview Questions and Answers Explanation:

Answer call center interview questions like this one by just reinforcing your answers to the
previous call center interview question presented. You can also answer this question by
expounding on your strengths and good qualities.

#6 Call Center Interview Questions: Why do you want to work for our company?

#6 Call Center Interview Answers: I have heard nothing but good things about this company
from people who have worked here. People say that the accounts here are very stable, the
management is kind to its employees, and everyone is friendly.

#6 Call Center Interview Questions and Answers Explanation:

In answering this call center interview question or similar call center interview questions,
simply cite the company’s positive attributes.

#7 Call Center Interview Questions: What has been your most significant achievement?

#7 Call Center Interview Answers: My most significant achievement would have to be

graduating from college. I say this because for four years, I have labored so much to get good
grades and recognition and it all culminated in my achievement of a college diploma.

#7 Call Center Interview Questions and Answers Explanation:

This call center interview question aims to look at how you see yourself as a person. Most of
us would apply for a job at the age of twenty and at that age, it is presumed that you already
have some achievement even if it is only in your own right such as motherhood, marriage,
etc. Rack your brain. You’ll think of an answer.

#8 Call Center Interview Questions: Give me one quality that you have which will not
make me hire you.

#8 Call Center Interview Answers: A lot of my friends say that I am a perfectionist. I never
consider something done as long as I don’t find it perfect. In my previous job, I sometimes
would go on over time just to make sure that I complete all my tasks; and they are done to
perfection. I show up for work every day, and I am never late. I remember that when I was
still in school, I never missed an assignment or a project. I also remember that whenever we
were tasked to come up with a play, I would always be the one who would be insisting that
we practice three times a week, and all my classmates would complain and get mad at me
saying that they only want to practice once a week. Being a perfectionist can be bad
especially when the people around you are lazy but I believe that in certain situations, it can
be a valuable trait.

#8 Call Center Interview Questions and Answers Explanation:

Call center interview questions such as this one are tricky and will stump a lot of people. In
effect, this question is asking you for your weakness. Do not give an answer saying that you
don’t have any qualities that are negative. If you do this, you will look proud and conceited to
the interviewer. The best approach to answering this call center interview question is to
present a trait of yours which is not that negative. Examples of traits that are bordering
positive and negative are being a perfectionist, overly friendly, too loyal, and workaholic. Of
course, reinforce your answer by explaining this trait of yours to the interviewer. Make sure
as well that you know how to turn your negative attitude into a positive one (just like the
interviewee did in the interview answer provided above). Remember to answer this question
with a lot of conviction and confidence.

#9 Call Center Interview Questions: How do you see yourself five years from now?

#9 Call Center Interview Answers: I see myself working for this same company but with a
higher position.

#9 Call Center Interview Questions and Answers Explanation:

In this question, the interviewer wants to know if your goals in life are in line with the
company’s objectives. It is good to be honest with the interviewer on this question so that
expectations will be properly set.

#10 Call Center Interview Questions: What are your goals in life?

#10 Call Center Interview Answers: My short term goal is to have a stable job with this
company. After working for a couple of years with this company, I would like to see myself
take on more responsibilities like maybe become a supervisor or a trainer. Meanwhile, my
long term goal is to have an upper management level position with this company.

#10 Call Center Interview Questions and Answers Explanation:

This call center interview question is almost the same as the previous one presented so you
may answer it with the things you want to accomplish in life.

#11 Call Center Interview Questions: What do you know about this company?

#11 Call Center Interview Answers: I know that this company is one of the leading
companies in the call center industry. You have several sites in the world, one in Atlanta, and
four in Dallas. You have several accounts; most of them are medical and financial accounts. I
also happen to know that most of the accounts in this call center company are very stable
because this is what my friends who work here tell me.

#11 Call Center Interview Questions and Answers Explanation:

This call center interview question is simply for the interviewer to know if you know anything
about the company. It isn't necessary to know when the company was established or how
much they made in the last quarter. You can answer this call center interview question by
just giving out general and insignificant information about the company. Of course if you
know tidbits like the name of the company president or a recent merger between the
company and another call center, then by all means, do impress the interviewer with this
information. So as not to be caught empty handed, it is advisable to do some research about
the company before the interview. Obviously, please avoid telling anything negative about
the company when answering questions like this.

#12 Call Center Interview Questions: What is your idea of quality customer service?

#12 Call Center Interview Answers: My idea of quality customer service is going out of your
way or going the extra mile to provide customer service or to help customers. It is not simply
providing assistance according to what you are expected of.

#12 Call Center Interview Questions and Answers Explanation:

This call center interview question is simply for the interviewer to know how you view good
customer service. The idea when answering questions such as this is to simply say that good
customer service is going out of your way to help the customer.

#13 Call Center Interview Questions 13: What is your expected salary?

#13 Call Center Interview Answers 13: Whatever amount you give to people with my
qualifications would be fine.

#13 Call Center Interview Questions and Answers Explanation:

As much as possible, do not answer questions like this with a figure. The best way to answer
this call center interview question is by saying that you are okay with whatever the company
decides to give you. If the interviewer asks you to give a figure, then that is the only time
that you should answer this question with a specific figure. Of course, make sure that you can
defend your answer. Do not give a figure that is very small. The interviewer might think that
you don’t value yourself, and you have a low self-esteem. A good practice is to come up with
a figure that is a few thousands higher than the industry average or what you were given
previously by your old company. When the interviewer asks why, then you can simply answer
that this is the average salary in the industry or that you want to have a job that pays more
than your previous one.

Of course, if you are in the position to dictate the salary you want the company to give you
(meaning you have a lengthy experience in the call center industry already) then by all
means, give them a figure right away when answering this question.

#14 Call Center Interview Questions: Why should we hire you?

#14 Call Center Interview Answers: I have all the qualities that a good call center agent or
customer service representative should possess. I am punctual, disciplined, patient, and
flexible, and organized. You won’t have any problems with me when it comes to attendance
and my behavior. I have good communication skills, multi-tasking skills, and I am a fast
learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will
give my one hundred percent to this company. I know that I have what it takes to become a
good customer service representative.

#14 Call Center Interview Question and Answer Explanation:

This call center interview question isn't intimidating as it sounds. To answer questions like
this, simply reinforce your position by enumerating your strengths and how these strengths
can relate to being a good call center agent or customer service representative. Answer this
call center interview question with a lot of confidence and conviction.

READ: 10 Last Minute Reminders for your Call Center Job Interview

The call center industry is one of the fastest growing in the Philippines these days. In the past
few years, call center companies mushroomed all over Makati, Ortigas, and Cebu. As recently
as fifteen years ago, there were only a few call center agents or customer service
representatives, and the word call center was hardly ever used in the country. Today, almost
every family in the Philippines has at least one member working in customer service for a call
center company. The reason for this boom is partly economics. In the Philippines, low paying
jobs are very notorious, and while call centers set up shop here because of the low labor
costs, Filipinos decide to work for the call center industry because it pays higher than average
wages. Consider this: if you are an average worker in the Philippines with an entry level
position, you are probably getting paid seven to ten thousand a month; meanwhile, an
average employee in a call center company with an entry level position will get around
fifteen thousand pesos a month, plus free dental and health benefits (HMO). Call center
companies also will pay your SSS (Social Security), PAGIBIG (home building fund), and
PhilHealth (health insurance) from day one on the job. It is no wonder then that almost every
day, you see hundreds of applicants in the top call center companies in the country. If you
are reading this post, then you are undoubtedly one of the many Filipinos aspiring to work in
customer service for a call center company. Even though the demand for call center agents or
customer service representatives outpaces the availability of qualified workers, having the
qualifications to become a call center agent or customer service representative alone does
not guarantee you a job in call center companies.

Call Center Resume

READ: How to make a Call Center Resume

Furnishing a resume is easy, and then the hardest part begins: the job interview. Some people
who are very much qualified to work in call center companies seem to question at times why
they aren't able to pass call center interviews. The answer is simple. They are most probably
not giving very good answers to the interview questions directed at them.

The Best Tip I Have for Call Center Job Applicants

READ: 6 Advantages and Disadvantages of Working in a Call Center

Most people say that it is not what you say, but how you say it. While it is true that how you
deliver your answers to the interview questions hurled at you matters a lot, the content of
your answer would also be significant. So please do not dare to think that you can pass a call
center interview with just confidence as your weapon.

One valuable tip that I can impart to you is to make a script. Yes, make your own script for
your own answers to the call center interview questions listed above. After making your own
script, try to make an outline for each answer. Let’s take the call center interview answer 1
as an example. For this particular answer, your outline can be: interests, sketch, and
volunteer. Memorize these keywords (not the script) so that you will be able to deliver your
answer smoothly. This will minimize the need for fillers like uhms and ahhs. Remember that
fillers can make you look like you don’t have a chain of thought and can make you feel less
confident. Try to sprinkle your answer with some fillers, though, If you don’t have any fillers,
you will look like you have just memorized all your answers. You do not want this to happen.
This is why I recommend memorizing just an outline or the keywords of your interview answer
and not the entire thing. Not memorizing your entire interview answers will make sure that
you will still have some fillers and pauses while formulating (or trying to remember) your
answers. It won’t be a big obstacle, though, as you already have a ready outline of keywords
in your mind. Do not sound like a robot, just have a ready and organized answer in your head.

READ: Pros and Cons of Working in a Call Center

Please remember as well to come up with answers to possible follow-up interview questions
the interviewer may have. If the interviewer asks you what your hobbies are, and you answer
that reading is your hobby, please expect the interviewer to ask as well questions like what
your favorite book is or who your favorite author is and why.
When the interviewer asks interview questions that you haven’t prepared for, remain calm.
Take a second or two to think of your answer. Two-second pauses are definitely accepted.
Pauses which are longer than two seconds though might give an impression that you can’t
express yourself well or that you don't know how to answer the interview question.

Remember that the call center interview questions and answers in this article are just a
guide. Please do not just memorize whatever was written in this post and use it in your
interviews. And please do not be tempted to lie to the interviewer. Remember that
interviewers will always try to catch job applicants lying.

Call Center Job Interview Role Plays

READ: How to Handle your very First Call in the Call Center

It is also a good idea to conduct job interview simulations or role plays. This will help you
practice and gain confidence when answering interview questions. Practice with your parents
or with your friends. Make sure to act serious about it, though (as if it were the real thing).

Always remember that the interviewer is on your side. The interviewer is not a wicked witch
sent out to make you squirm. The interviewer wants you to pass. No matter how inquisitive
the interviewer is, know that behind that wall of indifference is an office employee who has
to meet a quota on hired applicants.

Out of the Box Call Center Interview Questions and Answers

When answering out of the box call center interview questions, you really have to use your
imagination. Remember, there are no right or wrong answers when it comes to these
interview questions.

A common out of the box call center interview question is how to describe colors to blind
people. When asked this question, a good answer is: I will ask the blind person to imagine
something that represents that color (for example war for the color red or peace for the color
white).

Another example of an out of the box call center interview question is how to sell boats in a
desert or ice to an Eskimo. So how does one sell ice to an Eskimo? Try making ice candy. And
how does one sell boats in a desert? Maybe it's a boat that runs both on water and sand. As
you can see, it's pretty much a battle of wits, and again, there really are no right or wrong
answers when it comes to out of the box call center interview questions.

What Call Centers Are Looking For in Applicants

READ: Do you need an accent when working in a call center?

To pass a call center job interview, it is very important to possess a chain of thought and
confidence. Why do you need confidence? Simple. You will be speaking mostly with
Americans. Remember that America is an industrialized and fast paced country. This means
that most Americans are living with a lot of stress. When they talk to you, they will be
impatient. So when you deliver them bad news, you will have to be firm and confident.

In a call center interview, this is one of the many things that the interviewer will look for.
Will you be able to carry out this job? When the customer on the phone will shout at you, will
you cower in defeat or will you stand your ground? When under pressure, will you lose your
control or will you manage to uphold decorum gracefully?

Call Center Interview Reminders

READ: 10 Last Minute Reminders for your Call Center Job Interview

Finally, just a few last minute reminders before you go on to that job interview. Please
maintain eye contact no matter what. Maintaining eye contact will tell the interviewer that
you are a confident person. When thinking about your answer, you can momentarily glance
sideways, up or down, but make sure to make eye contact with the interviewer again when
you begin giving your answer to his or her question. Averting the eyes of the interviewer will
give that person an impression that you are lying or that you are uncomfortable with your
answer. Assume a good posture the moment you see the interviewer. This will make you look
confident and sure of yourself. Make sure that you sit up straight. No slouching. The next
thing that you need to remember is to smile when answering an interviewer question. Give
your interviewer a warm and confident smile. You don’t know the wonders a smile could work
on a job interview. Why is smiling important? Aside from the fact that it will make you look
charming and confident; it will disarm your interviewer. In a job interview, you will want the
interviewer to feel at ease and relaxed. Smiling will also calm your nerves down and will
make yourself feel comfortable. Be sure to talk slowly and clearly when giving your answer to
an interviewer question. Enunciate. Do not mumble.

Minimize hand gestures. Excessive hand gestures could make the interviewer feel
uncomfortable especially if you look like you’re debating. Excessive hand gestures will also
make you look like you are having a hard time answering the interview question or expressing
yourself. The same goes for mannerisms like cracking knuckles. Keep these in check during
the job interview. Now when you meet the interviewer for the first time, and that person
introduces him or herself, don’t forget to shake that person’s hand. This friendly gesture
works just like wearing a smile. It will disarm your interviewer and will make you look at ease
and confident with yourself.

Pronunciation during your Call Center Interview

READ: 5 Call Center Interview Questions And Answers For Fresh graduates in the
Philippines

For Filipinos, the most important reminder I have for you is to speak absolutely zero Tagalog.
Do not let a single Tagalog word slip out of your mouth! You are most likely to utter Tagalog
words or fillers whenever you are having a problem expressing your thoughts. Normally, first
time job applicants in call center companies would utter words like ano and parang when
thinking about how to articulate their thoughts into words. When this happens, and the
 interviewer heard it, you are a goner. Nevertheless, when this happens, carry on with your
answer to the interviewer question as if nothing happened. The interviewer might just let it
go. Also, watch how you pronounce the following: b, v, f, p, and th and please pronounce the
letter h as ‘eych’ and not ‘ech’.

Nervousness during your Call Center Job Interview

READ: What is a Call Center?

Now I know that you’re nervous, and you are probably losing hope already. But pray to God
and remember that there are numerous call center companies in the Philippines or wherever
you may be. If you don’t get into the first five call center companies in Makati or Ortigas that
you applied for, know that there are hundreds more out there. So relax, have fun, laugh. It is
the company that needs you and not the other way around.

If you have any questions at all about this article, please feel free to contact me and I'll try to
answer your questions. One last thing, please do not overdress. Unless you were told to do
otherwise, dress casually. Good luck in all your future call center job interviews!

Jerome Herrera

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Top 50 Call Center Interview Questions & Answers
1) What do you know about Call Center?

Call center is a service desk, where a large volume of calls are handled by the customer
associate in order to render services to the client.

2) Mention the types of call center and what is the difference between them?
The types of call center are

 Inbound Call Center

 Outbound Call Center

Inbound Call Center: In an inbound call center, customer associate will receive the calls
regarding the customer’s queries or demands. Eg: Customer is calling a Telecom Company to
know the current tariff on internet service they provide.

Outbound Call Center: In an outbound call center, customer associate will make calls to their
customer, regarding business or sales related. Eg: When you receive a call from a bank offering
a personal loan.

3) What according to you call center job is?

This question is asked by interviewer to know your awareness to the job profile. So based on
your answer they will decide what role or position they will assign to you. For instance, if you
say that call center is about dealing with customer problems they will put assign you customer
associate Role. On the contrary, if your answer is that a call center is a new business zone,
where youngsters are employed in numbers and get an opportunity to develop their career,
they might put you in a HR department.

4) Why we should hire you for our company?

This question is an opportunity for you to showcase your talent and skill. You can convince the
interviewer by bringing to their attention your talent you got and depict how perfect you are
for that job. Also, you can mention some innovative ideas or concept that can help increase the
organization profitability and credibility.

You can answer this question by saying that my past experience, my education and my
personality actually fits the job. I am a hard-working guy and a quick learner. Also, I like the
concept or idea that the company is working on and that is what exactly I was looking for.

5) What you understand by the term “Customer Satisfaction”?

Any business depends upon the quality of the service offered to the customer. To do so, you
need to understand the customer’s need and their problems. You have to think from their point
of view and try to meet their demands and requirements. This is what “ Customer Satisfaction”
is.
 Call Center

6) What are key attributes of a customer service representative?

The key features for customer service executive are-

 Professionalism
 Politeness
 Friendly
 Courteous
 Helpful
7) How will you enjoy working in a call center?

As I am an extrovert person and I like to interact with people, call center job is a perfect for me.
I like to resolve customer’s queries and face the challenges positively. Also, the pace of work in
call center and team members friendliness always motivates me to work for call centers.

8) What are your strengths?

This is the common question, you might face in any interview. So, prior to interview do your
homework and jot down your strengths like subject knowledge, computer skills,
communication etc. Also, how you can relate your strength to your current job. For
example, you have a good hold on some language, or you have some good marketing skill or
having ability to convince other.

9) What will you do if customer abuses you on the phone?

The first thing that I will do is to stay calm and listen to the customers problem, and try to
figure out what made him/her annoyed. The next thing I will do is ask politely to the customer
to calm down. Then I will assure him/her to solve their problem. The last thing that I will do is
to identify the root-cause that creates problem to the customer, fix it and ensure it never
happens again.
10) What are the key features you think that customer associate should possess to
become perfect customer associate?

Good listening skill, problem-solving, concentration, and patience are some key features that
make a perfect customer associate.

11) How you handle work-pressure?

To handle a pressure situation, I always try to keep the focus on work and avoid frustration.

12) What experience do you have in a call center?

If you are fresher and you don’t have experience, then you can mention something that can
relate you with a call center. Example, I have worked in desktop support, or I am holding a
certificate for mass communication, etc. If you are experienced, narrate the same.

13) Mention the types of customer service field?

 By phone
 Public relationship
 Face to face
14) What is your typing skill?

This question means how many words you can type in a minute. If you know the number, you
can mention it but if you don’t know then just tell that you are good in typing skills.

15) Can you handle multiple calls at the same time?

If you have an experience of handling multiple calls, then narrate the same. In case you don’t
have experience mention that once training is provided, I could handle multiple calls with ease.

16) Are you comfortable with night shifts?

This is a question often asked for call center jobs, there are many multi-national companies that
outsource their work to other countries. Such companies demand for night shifts as their
working hours might be our sleeping hours. So based on your preference you can reply to this
question.

17) How you rate yourself on communication skills?

Call centers always look for an employee with good communication skills, and you can
rate yourself near 8-9 out of 10.

18) What is the key to success in a call center?

A call center is all about providing quality service to customer. If you are good at handling
customer well and offering a good service then you can be successful in call center.

19) While talking to customer, what are the procedures you follow?
 Greet Customer
 Introduce yourself to customer
 Ask customer how you can be helpful to him/her
  Listen to the customer patiently
 Try to help the customer with best possible solution
 Cross check with the customer if he/she is satisfied with the solution
 Make sure whether customer need any further assistance
20) Do you enjoy working in a team?

Any work in an organization requires a team work. So, answer to this question should be
always positive.

21) What is virtual call center?

Virtual call center provides a technology or software service, through which the customer
associate or agent can connect to their customer from any location. This technology involves
host server and the equipments to run the call center. This service is rendered on monthly or
annual subscription. Agents can connect to the host server and can get access to the customer
data. The benefit of virtual call center is that you can work from home.

22) Do you like multi-tasking or you prefer to tackle one problem at a time?

Depending on the situation, I could do multi-tasking or could tackle one problem at a time. But
multi-tasking always has the upper hand because it increases your efficiency at the call center.

23) What if the customer is not happy with your answer or solution?

If the customer is not happy with the answer or solution, then I will ask customer to hold the
line and pass on the call to supervisor or a team leader.

24) To improve customer service what will be your approach?

To improve customer service, my approach would be to take feedbacks from the customer and
ask them how we can improve in solving their problem and render them a good service.

25) What will you do in a situation where system shuts down and you still handling
customer on the phone?

In the middle of handling phone, if the system crashes then I will ask the customer to hold for
some time till I get a power back up and if not then try to resolve his/her problem with my
knowledge. The best thing in such situation is to ask the customer to call back or note his
contact details so you can call once the system is back.

26) Mention what are the key attributes of a call center executive?

The key attributes of a call center executive are

 Friendly attitude
 Ask the right questions
 Accurate answers to the customer query
 Professional phone relationship
 Be the face of the organization
 View a customer’s complaint as an opportunity to gain the customer’s respect
 Resolve complaints patiently
27) How to deal with the difficult customer?

To deal with a difficult customer you need to do following things

 Listen to customer actively

 Rephrase their concerns
 Present a viable solution
 Take action and follow up
 Fix the problem at hand immediately
 Use the feedback
 Reduce the unpleasant situation happen again with customer
28) Mention how do you measure – good customer service?

Good customer service can be measured on following basis,

 Number of repeat customers

 Number and type of customer complaints received
 Number of referrals given by current customers
 Sales figure if service is product based
 Customer satisfaction surveys
 Benchmarking service with competitors
 Rate at which number of customers enrolled to your service
 Number of returns
29) Explain how can you turn down a request from a valued client?

To turn down a request from a valued client, you have to

 Remain polite and well mannered

 Adhere to company’s policies
 Explain the situation or reason for denial
 Try to remain reliable to customer
30) Explain how would you handle negative feedback from angry clients?

To handle negative feedback from angry clients,

 Customer representative should be able to manage customer without being dominated

 He should not be overwhelmed by a disapproving customer
 Try to listen and understand customer issue before going after suggestions or solution
31) How one can improve customer interactions?

To improve customer interaction,

 Admit your mistakes even before your customer does and apologize
 Take follow up if a problem is solved
 Practice active listening so your customer feel heard
 Try to identify a common interest or liking with the customer
32) Explain what steps will you take to deal with your unsatisfied customer?
 Apologize and offer a better option
 Act quickly and resolve the customer complaint
 Take responsibility for what made customer unhappy
  Compensate customer with better deal or free service
33) Explain how can you create a new opportunities for customers proactive
engagement?
 Use internet service to contact customer on social media
 Use mobile often to reach maximum customers by sending personalized context-
relevant offers or services
 Customer Interactions must be relevant to customers interest to gain their trust and
encourage them
 Analyze the customer data and behavior using business intelligence tool, to understand
its expectation for the service you offer
 Use cloud platform to keep your service updated with the latest technology and with
minimum expenses
34) For implementing a CRM solution to your business what things need to take care of?

Before implementing a CRM solution to your business, you need to take care of following things

 CRM strategy: CRM only works when there is clear picture of why the organization is
doing it and how it really helps to improve customer service
 Choose the right CRM partner: A best CRM solutions are flexible and have a full
integration capability with any other systems in your business
 Identify the highest priority: Implement CRM solution for the highest priority and
return area first
35) Explain how to get a responsive customer feedback?

To get a responsive customer feedback,

 Offer feedback options on every page of your site

 Present visitors with easy feedback form by giving them selective option
 Give visitors easy-to-use ratings systems
 Give option for a newsletter to skip or to register
 Deliver feedback to responsible person directly via e-mail notification
 Avoid multiple choice of answers instead encourage customer for descriptive feedback
36) Mention why a departed customer analysis can help your organization?

A departed customer analysis can help your organization in following ways:

 Get valuable insight on why your customer departed from you

 Which competitor is being selected to replace your company service
 What was the expectation of your former clients
 Help to understand weakness and gaps within product line or services.
37) Mention factors you need to take into consideration before doing a survey for
customer service satisfaction?

Before doing survey for customer service satisfaction,

 First consider the objective of the survey

 Make your survey accessible online
  Keep open-ended questions and keep survey narrative
 Consider negative feedback equivalent to positive feedback it is equally important
 Select the survey method that can yield real information in real time
 Target putting questions that are relevant to service
38) Mention some of the useful online tools that can be used for better customer service?

For better customer service tools that are used

 Zendesk
 Assistly
 Zoho support
 Kayako
 Freshdesk
 Uservoice
 Conversocial
 Get Satisfaction etc.
39) Mention what are the key aspect that help to improve customer service?

The key aspect to improve customer service,

 Data analysis: Analyze the preferences of customers based on the data collections
 Automation of business process: To improve customer satisfaction and speeding up
the business process implement the automation of business process
 Self-service optimization: Explore new ways for customer interaction with your
business
 Workforce effectiveness: Integrate new tools and technology to improve customer
service
40) Give an example where you use some data to improve customer service without
spending any money?

I have retrieved a number of support emails that we received from our clients and figured out
that a number of questions were asked repetitively. I searched online forums and knowledge
base to find out the solution for these questions. I made a document of the solution which is
now accessible to the customer. It was cost effective and helped reduce common repetitive
questions from the client.

41) Explain how can you build customer loyalty?

To build customer loyalty, you need to

 Track customer retention by surveying your customers

 Analyze the data to see how many customers are new and how many are returning for
your service
 Focus on converting new customers into returning customers as a plan of your
customer retention plan
 Encourage employees to build connections with customers
 Solicit feedback from customer so they feel that their opinions matter
42) While creating a customer newsletter what factors need to be taken care of?

While creating a customer newsletter, you need to include following –

  General information about your company
 Purpose of newsletter- Promotions, events, upcoming sales and new services/ products
 Any photos related to the content
 Any discount or coupons that may be included in your offer
43) How to deal with abusive/slang using customer?

To deal with abusive customers,

 Give a positive response: Assure the customer that you are there to help him and tell
them that you require certain information from them to carry forward
 Personalize the conversation: Personalize with the conversation and call the
customer by name and refer to their company by name
 Declare your intent and boundaries: Let your customer know that you can solve the
problem and their demands are reasonable. You should not allow customer to continue if
they are too much aggressive; it’s time to use other strategies
 Transfer the call: The best way is to switch on the call to the most experienced
personnel or supervisor. Sooner you transfer the call, the customer will calm down –it’s a
natural psychology.
 Discontinue the conversation: Warn customer if he continues with abusive slang you
will end the conversation. If the customer is still abusive even after speaking to them
politely, it’s better to discontinue the conversation by telling them to contact the customer
service complaint department for further discussion.
44) Explain how can you resolve the problem to customer’s satisfaction?

To resolve the problem to customer’s satisfaction, you need to follow the following techniques.

 Talk to the customer: Standard emails or letters might work in some cases, but often
you can achieve more quickly with a phone call. It will make feel customer more personal
and understand their complaint
 Figure out the problem and requirement: Listen carefully to your customers need
carefully and ask them what they want
 Ask about wider issues: Ask open ended questions like – is he happy with your service
or product? What other feedback does he want to give?
 Offer something back: If a customer has a genuine issue with the service/product, and
there is a chance of losing it, it’s better to give him some offer/discount/coupons, etc. to
keep him stick to your service.
 Confirm your solution: To avoid dispute after coming up with solution on phone, it’s
better to take follow up by email or letter
 Take follow up: This is where most people miss- get a member of your staff to check
that all is well. It will help to minimize the common problem faced by customers.
45) How do you deal with the question you don’t know the answer that customer asked?

If you don’t know the answer to the questions

 Never say, “I don’t know”. Instead say “ Hold on while I look for the information”
 Tell customer it’s a technical information and requires a specialist, I’ll get back to you
shortly with some possible solution
 You can also tell customer like this –
 It’s a timely question and requires some time to gather XYZ information
  As per the latest information what we suggest to you….
 I can answer that in part, but like to consider it further and get back to you
 Do anything else that seems proactive while putting them on hold or passing note to
colleagues, you can also keep them engaging by asking questions
46) Explain what would you do if the customer says that it took you long to resolve an
issue?

If customer says that it took you long to resolve an issue,

 First ensure the customer that you are not far from him and was busy with his task all
the time
 You have to give him an expression that he or she is the only customer you are worried
for
 If required give him the explanation of whole operational path and the areas where the
task can get slower
47) Explain how to deal with the customer having language barrier?

To deal with customer having language barrier,

 Install translation aids on customer service workstations

 Offer chat, e-mail or customer support options in their native language if possible on top
of the phone calls
 Hire additional personnel with the language skills needed to work with this customer
segment
 Enroll language barrier procedures that can be used when handling foreign customer
calls
48) How to deal with unreasonable customer demands?

To deal with unreasonable customer demands,

 To avoid conflict with your potential customer, you can always offer him an option that
is reasonable
 Pre-qualify your customer, before allocating anything to your customer make sure you
understand well your customers demand
 Say-no without hesitation if the demand is illegitimate
 Keep your patience while dealing with such unreasonable customer demands
49) Explain how to deal with customers who deny to pay for service/product?
 Work with the customer not against him: Try to figure out the exact reason why he is
not willing to pay without getting angry on him. Be friendly and try to come up with
possible options and plans that might resolve the situation
 Communicate often in writing and document everything: Always start with a non-
threatening written message asking for the prompt resolution by a specific date
 Don’t get personal or angry: Try to listen to customer with empathy it might be
possible that your customer is in real financial crisis, so instead of losing your nerves try to
handle situation with empathy
 Turn to collection service at last: Turning down to an attorney or collection agency
should be your last resort. Also, remember that a collector takes a hefty portion of any
recovery while legal steps will include the cost of hiring an attorney and other hidden
charges.
50) Our call center is involved in activities that bend many laws. Would you work with
us? Pay is huge

Personal ethics and integrity are indispensable to me while selecting my place to work. I will
have to regretfully decline.

1. Why do you want to work here?

In most cases, expectations seldom match the reality of being a call center agent. First
time applicants think that it can be an easy way to earn fast income and that all they
need is to read scripts and call it a day (or night, if you work in the graveyard shift).

Some accounts are a lot more demanding than just parroting a ready-made script.
Premium accounts might require you to undergo training or pass a series of exams
before you can begin manning the phones.

To answer this question, research about the company first. Find out what you like
about the organization, whether it’s the company culture, their mission statement, the
management team that you admire, or their training program.

If one of your major reasons for wanting a call center job is the higher-than-average
pay, be upfront about it. It’s no secret that the pay range in a call center is higher
compared to other industries. The key is in convincing them that you deserve it
because you’re a fast learner, possess the qualities they need to succeed, and that
you’re worth the investment.

2. How do you cope with a high pressure environment?

From shifting schedules to dealing with irate callers to keeping up with the latest
information, call center agents need to constantly be on their toes. You need to be the
type of person who can stay calm and respond appropriately during high pressure
situations. Any job will have their share of challenges, but working in a call center
means you need to find the balance between adequately meeting both your customer’s
needs and the company you’re representing.

The best way to answer this is by giving a real life situation that you dealt with where
you found a solution that worked for everyone. If you’re a fresh grad, share a story
about a challenge you met, and how you solved it. Your experiences will vary, but the
bottom line is that you didn’t allow the situation to get the better of you, and that you
solved it without burning bridges or any untoward consequences.

3. Why should we hire you?

To answer this question, convince the interviewer how your background matches the
requirements they’re looking for. But if that’s not the case, then let them know that
you’re a fast learner who can thrive in a fast paced environment. Working in a call
center means that you need to be a step ahead of your caller and know everything
you’re expected to know about the company you’re representing or the products
you’re offering.

The chance for career growth is also high, and if you’re keen to move up the ladder,
let the interviewer know that you’re willing to do what it takes to move up and
become a valuable member of the company, and be worthy of the high compensation
package you expect to get.

4. What are your strengths and weaknesses?

This question seeks to find out what you’re like as a person, how you view yourself,
and how you handle both good or bad work situations. There’s no standard or correct
way to answer this, obviously because every person is different.

Talking about your strengths is easier than admitting what you’re weak at. The
question about your weakness is actually a way of the interviewer to try to catch you
off guard so you will reveal something you didn’t want to say.

More than your personal traits, this questions seeks to find out how well you know
yourself and what you do to leverage on what you believe are your strengths and
weaknesses. For example, if you’re naturally a people person, did you maximize this
trait to contribute to your school org by doing PR work?

You have to know what your weaknesses really are to give a good answer. You can
do this by taking a personality type quiz. You can also review the job description to
see which expectations you think you won’t meet 100%. Talk about how you’ve
conquered your weaknesses in your other experiences.

5. How do you see yourself five years from now?

This question seeks to know how your personal goals align with what the company
can offer you, and if your needs match. If you’re keen in staying in the call center
industry, find out what your career path could potentially be, but be flexible enough to
be open to changes, too.

The interviewer wants a candidate who has an idea where he or she wants to go, and
what positions within the company can be given to accommodate that. So researching
the company helps, familiarizing yourself with what they offer, and letting the
interviewer know which positions you had your eye on is the best way to answer this
question.

These questions will also give you a good idea to assess whether or not you’ll thrive
in a call center environment. Depending on the account you’ll be assigned to, it’s best
to be prepared so that your expectations are sufficiently met. Don’t give answers just
to please the interviewer, but ask your own questions to see if you’re a good fit. That
way, you increase your chances to not only of getting hired, but of having a fruitful
career in the call center industry.