POSSIBLE QUESTIONS AND ANSWERS

1. Tell me about yourself?

 Good morning, sir. Before I introduce myself, I want to thank you for giving me the chance to be interviewed
today. I'm Jacqueline Lulu. 23 years old. I am from Arenas Arayat, Pampanga. I graduated with a bachelor of
physical education major in the school of physical education at Dhvsu Mexico Campus in 2019. I am the youngest
in our family. We are six siblings. My first work experience was as an English teacher at Global Standard for
almost 3 months, but due to the pandemic, our company/school was closed. Then, during our pandemic, I came up
with a way to earn money even though I was only at home, so that I could help my family in our financial
situation. So I opened my small business, which was a crocheted dream. I crocheted some items just like the
wallet, alcopouch, swimsuit, etc., and I posted them to social media, especially on Facebook, where my friends or
other people bought them. I also accepted a face-to-face tutorial for grade 6 students. I gave all of my earned
money to my mother for our additional income. Then, in 2021, I decided to apply as a teacher at a private school
for only a one-year contract. 

2. Why you decided to not continue your teaching profession?

 I decided to not continue my teaching career because I want to go beyond my career and I want to experience
more work just like the BPO. Before I decided to teach, I also thought I would try to apply to a call center
company. But I decided first to have experience in teaching before I went to other fields of work.
 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. What is customer services?

 For 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.

4. How How would you describe the role of a call center representative?

 As a call center representative, I would be the first point of contact for incoming callers. I am skilled at actively
listening to customer questions or concerns and identifying the best solution. For example, if a caller needed to
refill a prescription but did not know how to do it on the website, I would first help the caller complete the refill
over the phone. Then, I would provide instructions on navigating the website and prescription portal so that the
caller could complete the task online in the future. 
 I have strong communication skills with which I can teach customers how to use the company's helpful online
tools and assist them in completing tasks they may not know how to do. "

5. What are the most important skills for a call center representative?
 I would say the most important skills are listening, critical thinking, and multitasking. In this position, I would be
able to listen to a customer's concerns, identify a solution, and walk them through my process of solving their
issue. I also think a good attitude is crucial in this role because it makes customers feel heard and supported, and it
gives them a positive impression of the company.

6. How do you define quality customer service?

 Quality customer service is being able to empathize with a customer and view their issues as your own. For
example, the caller who wanted to refill a prescription online might not have understood how the online portal
worked. If I were in the customer’s position, I would want the representative to explain the online system so that
next time I could do it myself.
As the representative, I would understand the fact that the caller might not be familiar with the online portal, and I
would be patient as I walked through each step. A thoughtful, comprehensive solution is what I would appreciate
as a customer, so I would aim to provide the same for my callers."

7. What steps do you take when speaking with a customer?

 I begin each call by introducing myself, thanking the customer for calling, and asking for their name. Exchanging
our names helps me personalize the customer's experience. I also find that thanking the customer for taking the
time to call us lets them know they are valued. After learning the customer’s name, I ask how I can be of service
and then reassure them that I can help. If they are calling to address an issue they have, I also apologize for any
inconvenience it may have caused. These steps allow me to build trust with the customer.
When the call comes to a close, I always ask if there is anything else I can help them with. This opportunity
allows them to ask any follow-up questions. I ended the call by thanking them for their call and continuing
patronage. This is my last opportunity to ensure they have a positive experience.

8. How do you handle calls from dissatisfied customers?

  I had a customer who was very upset about his subscription service which did not meet his expectations. As the
representative, I apologized for the inconvenience and assured him that I would research his issue. After gathering
more details, I discovered he was having connectivity issues due to a lapse in updating his software. I explained
the issue and the solution to update his software, but he explained that he was considering canceling his service
altogether. 
 The customer agreed to a brief hold while I discussed with my supervisor possible reparation for the
inconvenience. I was able to give the customer an additional month of service at no charge. The customer seemed
pleased with my solution and thanked me for solving his issue. He even agreed to sign up for additional service
with us."

9.  Why do you want to work for our company?

 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.

10. What are your strengths and weaknesses?

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.

11. What questions do you have for us?

 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.
12. Why do you want to work in a call center?
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.

13. What is your idea of quality customer service?

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.

14. How would you handle a call from an angry customer?

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.

1. Tell me something about yourself

The answer to this question is a good indicator of an applicant’s potential.

When answering it, make sure to be yourself so your personality will shine through. Time’s precious in an
interview so make sure not to waste any by telling the interviewer things that are already included in
the resume.

Sample answer: “I’m a person with varied interests. When I’m not doing anything, I like to paint nature and animals. I
also have great cooking skills which I’ve learned from my mom. I love reading books and watching movies because I feel
like I’m transported to a different world with each book and movie.”

2. What do you know about a call center?

This question is asked during interviews to check if the applicant has a correct or at least a realistic idea of how
a call center works. It must be noted that questions like this one are usually asked if the applicant has no call
center experience yet.

Sample answer: “I know that a call center is where people ask for support when they’re facing some issues
and problems with a product or service. It’s where representatives help customers with the best of their ability
to find answers to their questions and fix issues they’ve encountered while using the product or service. It’s
also a place where people work on flexible schedules and different job functions.”

3. Why do you want to work as a call center agent?

It’s another question asked only if an applicant has zero call center work experience.

It’s important that you avoid talking about money when answering this question. Doing so will alarm them that
you’re only after the money.
You shouldn’t also say that you just want to work there to improve your English language skills. Call center
agents should already be skilled and well-spoken in the first place.

Instead, talk about your skills, experiences, and what you can offer.

Sample answer: “I have all the necessary English language skills of a call center agent like pronunciation,
grammar, and creativity. I’ve also done a lot of volunteer work through the years which makes me an expert
when it comes to communication with people.”

4. Tell me about your strengths and weaknesses

Companies want to hear what you can bring to the team and what might negatively affect your work.
Enumerate all your strengths that will be useful in a call center company. You can be honest about your
weaknesses but avoid oversharing lest you leave a negative first impression. 

Sample answer: “I’m very skilled in using Microsoft Office. I can handle upset customers well since I have a
calm and soothing voice. One weakness that I can think of is being a perfectionist.”

5. Why are you qualified to work in a call center?

Your answer to this question should be inspired by the previous questions. As much as possible, enumerate all
the things that you can offer to the company.

Sample answer: “I believe that I have all the qualities that companies are looking for in a call center agent. I
can work on a flexible schedule and I can deal with stress well.”

6. What do you know about our company?

Have an edge over other applicants by knowing more about the company you’ll be applying for. Do your
research and ask around about all the important things you should know about the company. This way, you
can show to teh recruiter that you’re eager to work and render your services to the company. 

Sample answer: “From what I’ve read, this company is really concerned about the welfare of its employees.
The benefits plus the huge opportunities for career growth are what drew me to this company. A great
workplace is one that knows how to take care of its people.”

7. What achievement/s in your life are you most proud of?

When answering this question, think about the day when you felt the happiest and most fulfilled.

It doesn’t have to be about status, grades, or recognition. Share to the employer/recruiter a memorable feat
that you achieved through sheer hard work and great work ethic. Be honest because you’ll sound more
enthusiastic and inspiring if you’re being sincere.

Sample answer: “My most cherished achievement is when I emerged as one of the passers with the highest
scores in the civil service exam. I didn’t have a lot of time to prepare so achieving that impossible feat will
always be memorable for me.”

8. What are your main goals in life?

Do a quick rundown of your short-term goals and briefly discuss your long-term plans. Show that you’re
someone with ambition and how that drive to succeed will translate to great performance on the work floor.
Provide as many details as possible without making your answer way longer than necessary.

Sample answer: “My short-term goal is to be a part of this wonderful company for as long as possible. A couple
of years after achieving financial stability, I’m thinking of opening my own bar. Some of my long-term plans
include getting promoted several times and eventually becoming a supervisor.”

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

Answering this question is quite tricky and might even make or break your destiny as a potential employee of
the company. However, you can answer honestly so you and the company will be on the same page when it
comes to objectives and goals.

Sample answer: “I see myself still working in this company but at a higher position.”

10. How do you describe quality customer service?

The reason behind this question is very simple: employers just want to know if your idea of customer service
aligns with theirs. Even if you didn’t work in a call center before, it’s not an excuse since the principles of
quality customer service are universal and span different industries. 
 Sample answer: “A quality customer service involves an agent who goes out of his way just to provide what the
customer needs or wants. He ensures that customers who need help will be taken care of as soon as possible
and to the best of his ability.”

11. What are the ideal skills of a call center agent?

You’re being tested if you know what it takes to be a call center agent. Be honest and include everything you
can think of.

Sample answer: “A good call center agent is a quick thinker, adept at technical knowledge, Internet-savvy, and
a great problem solver.”

12. Why did you leave your previous workplace?

As much as possible, be honest and state only the facts without bad-mouthing your former company. Tell them
that you’re looking for other opportunities for growth and success when you left your previous workplace.

Sample answer: “I want to start something new that can help me develop my skills and grow as a professional.
I want to always challenge myself and never stop improving my skills as well as developing new ones.”

13. Why is teamwork important in the call center industry?

Teamwork plays a pivotal role in succeeding in the call center, and the interviewer wants to know if you’re
aware of it. Answer honestly since there are no right or wrong answers.

Sample answer: “Teamwork is highly important in the call center industry since each team usually has to meet
a performance level or quota every day. Working together will help all the team members reach their goals as a
team together.”

14. How do you handle stress?

The call center industry is not for the faint of heart. You’ll be receiving complicated issues and angry callers
from time to time. Of course, the company wants to know if you can handle that and still provide your services.

Sample answer: “I try to stay as calm as possible and do breathing exercises if the stress is getting too much. I
always do my best to always remain calm in any situation and never let stress get the best of me.”

15. How will you handle an upset customer?

Inform the interviewer about the things that you would and wouldn’t do to improve the situation while still
providing a wonderful service to the customer.

Sample answer: “First, I’d stay calm despite the situation and empathize with the customer, letting her know
that I’m here to help with whatever’s causing the problems. We’ll come up with a solution together.”

16. Give me one good reason why I shouldn’t hire you.

The interviewer is testing your creativity skills and how fast you can think. There are no right or wrong answers
so just say what comes first to your mind, as long as it’s appropriate and does not make you appear haughty
and proud.

Sample answer: “If you’re not looking for a person who’s trainable and can easily adapt to a new working
environment, then you should definitely not hire me.”

17. Out-of-the-box questions

 How would you describe the color red to a blind person? Questions like this are usually asked during
the interview to test the English-speaking skills of the applicant. The key is to be creative when describing a
particular color and use expressive words. It’s okay to keep your answer short but meaningful. Sample
answer: “Red is an intense color which can signify a wide range of feelings including love, passion, and
hatred.”
 Why is the pizza round? It’s another unusual question meant to test how skilled you really are when it
comes to speaking the English language. There’s no right or wrong answer. Try to think of the most creative
way to answer the question while demonstrating that you have great grammar. Sample answer: “Pizzas are
round so it’ll be easier for the customers to carry and also easier to divide it into separate pieces.”
 Why are pizza boxes square? The key is to answer this question in the wittiest way while making sure that
your grammar and pronunciation are both correct. Again, there are no right or wrong answers so you just
have to show that you have a good command of the English language. Sample answer: “Pizza boxes are
square so pizzas can fit better in the boxes. It will get too cramped if pizza boxes are square.”
 What’s your greatest fantasy? This question might be a little difficult since you really have to think long
and hard for the answer. However, it’s a great way to prove that you have a wide vocabulary. The answer
 should be as creative and descriptive as possible. Sample answer: “My greatest fantasy is to have
superpowers that can take me places I’ve never been to before. I’m talking about teleportation and I think I’ll
have the time of my life if I can just have that superpower for a day. I can go from chilling at a stunning
beach in Indonesia to marveling at the beautiful glaciers in Iceland in just a matter of seconds. The
possibilities are endless and I’d definitely make the most out of my teleportation ability if I ever get one.”

1. Sell me this pen.

Hiring managers might ask you to try to sell them a common object such as a pen, paperclip or coffee mug to
test your ability to think quickly and, if you are applying for a sales job, your marketing skills. When responding,
focus on the object's benefits rather than its physical features. Remind yourself that there is no wrong answer
to this question, and respond with confidence and creativity.

Example answer: "You're in luck. This isn't an ordinary pen. While it looks normal, it's hiding an incredible
secret. With just the click of this button, you can turn on and off the ability to read people's thoughts. See, you
just click it like this (demonstrate the pen's clicking action), and you're given the gift of mind-reading. When
you're ready to mute it, simply click it back off. How would you like to have your superpower at your literal
fingertips?"

2. Describe the color blue to someone who can't see.

Hiring managers might use this question to assess your communication skills, creativity and vocabulary,
particularly if you are interviewing for a communications, marketing or writing job. When answering, use
adjectives that describe all the other senses besides sight: sound, smell, taste and touch.

Example answer: "Blue is a serene color, like the sound of water lapping at the shores of an alpine lake. It's
cool and silky smooth to the touch and smells like fresh air after rain or a soft breeze rippling through the
forest. Seeing blue is like tasting chilled spring water, letting it swirl around your tongue before enjoying its
refreshing hydration."

3. Who would win in combat, Spiderman or Batman?

Interviewers might ask this question to evaluate your decision-making and analytical skills. They want to see
that you can make a quick decision and defend it. You can use creativity and humor when answering, as long
as you can provide supporting details and reasons you chose one superhero over the other.

Example answer: "Spiderman would win a fight over Batman because he has superior reflexes, strength and
agility. He does not have to rely on the Batmobile or Robin to be victorious. Also, as a scientist and engineer,
he's far more clever than Batman. Therefore, he has the upper hand both physically and mentally."

4. What did you eat for breakfast?

Hiring managers might ask a question like this as a way to make the interview more conversational to learn
more about you and your personality. Rather than giving a one-word answer, include in your response a
detailed description of your meal and explain why you chose it.

Example answer: "For breakfast, I had oatmeal drizzled with honey and topped with berries. This is my
favorite weekday breakfast because it gives me the energy to start my day. Also, I try to live a healthy lifestyle,
and oatmeal contains high levels of beneficial fiber, vitamins and minerals. The honey gives it sweetness
without adding too much sugar, and the berries provide flavor and antioxidants."

5. If you were the size of an ant and put in a blender, how would you get out?

This is another interview question that has no right or wrong answer but tests your ability to think quickly and
make decisions under pressure. When answering, be as creative as possible, and compare it to an example of
a time you overcame a difficult situation on your own.

Example answer: "This blender has not been cleaned recently, so it still has bits of food stuck to the blades
and sides from its last use. I can adhere these sticky particles to my hands and feet and use them to climb my
way up the pitcher to the lid. Then I can wedge them under the lip of the lid to squeeze my way out to freedom.
It's kind of like that time I got buried in a week's worth of work that had to be completed in two days to meet a
deadline. Sometimes you just have to claw your way through it without getting intimidated or distracted by the
workload itself."
6. What is the animal you most identify with?

This is another question hiring managers ask to assess your personality and cultural fit. Be creative, and avoid
choosing an obvious animal such as a shark or a horse. Also explain why you chose this animal. Compare its
strengths to your skills and the tasks you might perform in the job you are interviewing for.

Example answer: "The animal I most identify with is an octopus. He might seem quiet and unassuming, but
he's a master multitasker with those eight limbs, and he can squeeze himself out of nearly any predicament.
No one's threatened by the octopus, yet he commands respect. Plus, he lives in a supercool underwater
paradise, and one of my favorite pastimes is snorkeling—I try to be out on the water any chance I get."

7. If you had unlimited money, what would you do with it?

Hiring managers ask questions like this to understand your values, passions, motivation and priorities in life.
Avoid generic responses such as "buy a new house or car," and offer something that shows your long-term
goals and perspectives.

Example answer: "If I had unlimited funds, I would first set aside a certain amount every month to invest in my
children's education and future. Then I would spend a couple of months fulfilling one of my lifelong goals: To
travel to underdeveloped countries and help build housing and infrastructure. Unlimited money would also give
me the opportunity to pursue one of my greatest passions in life, which is horses. I could buy a farm and run an
equine rescue while also riding and showing my own horses all over the country."

8. If you made a movie about your career, what would it be called, and who would play your character?

This question gives you an opportunity to concisely summarize your work history and talent. It also gives hiring
managers more insight into your personality and whether you fit the company's culture. Create a movie title
that is short and involves what you think is your biggest strength. Match the personality of the lead actor or
actress to your own.

One thing to keep in mind is that the idea of “culture fit” can sometimes be used as a way to eliminate and
discriminate against candidates, however unknowingly, who don’t think, act or look like existing employees. A
better alternative concept you might consider speaking to is “culture add,” or your ability to bring fresh and
additive ideas and feedback to the team. Culture adds make the company stronger by diversifying the
experiences and perspectives of its workforce.

Example answer: "The movie would be called 'The Organizer,' and it would be about the most organized
project manager the world has ever seen. She's motivated by her desire to get things done on time and without
anything falling through the cracks. She'd be played by Nicole Kidman, who shares a similar drive and level of
professionalism."

9. What does jentacular mean?

A hiring manager might give you a strange or nonsensical word to define to assess your creativity, reasoning
and quick thinking skills. If you are applying for a writing or editing job, tie your knowledge of word roots into
your definition. Otherwise, give a detailed description of the word's possible meaning, using your creativity and
even humor. You might use the word in a sentence to support your definition. The only wrong answer in this
scenario is, "I don't know."

Example answer: "Doctors use the word 'jentacular' to describe a jugular vein that is prominent and easy to
access for intravenous catheter placement. Healthcare professionals get excited when they're about to place a
catheter in a patient with a jentacular jugular, because they know they're likely to get it right on the first try."

10. Teach me something.

An interviewer might ask you to teach them something to demonstrate your communication skills, teaching
ability and level of expertise in a certain area. Instead of telling the hiring manager about your experience, you
have to prove it. You can take this opportunity to teach them about some aspect of your job or about a hobby
or topic you are passionate about. Respond with confidence to show your proficiency.

Example answer: "I rely on shortcuts when using design software to reduce the number of steps I have to
take and make processes more efficient. For instance, ctrl+alt+\ places a hard break in the text,
ctrl+alt+shift+m adds a thin space between elements and ctrl+\ adds a hanging indent. I've memorized dozens
of these shortcuts that I can teach you if you want to clean up and simplify layouts."

11. List as many uses for an ice cube as you can in one minute.
This question assesses your creative thinking skills, especially your ability to think divergently. The hiring
manager does not expect you to know every use for an ice cube. Rather, they want to see how well you can
think spontaneously and out of the box. Aim for quantity over quality in your response, and do not worry about
whether it is wrong or right.

Example answer: "You can use an ice cube to keep a drink cold, make a puddle, build an ice pack, entertain
your dog, cool a bowl of hot soup, freeze someone, water plants, reduce bruising and inflammation, reduce
redness from a pimple, soothe a burn and fill a cooler."

12. Would you rather fight a horse-sized duck or 100 duck-sized horses?

Interviewers ask this question to learn about your analytical and problem-solving skills. It also reveals your
work style and whether you prefer to tackle one big project or several small ones simultaneously. When you
respond, focus on why you chose one response over the other.

Example answer: "While I love horses, I would rather go head-to-head with one giant duck. I think I could
more effectively defend myself if I could focus on one foe rather than 100. One hundred horses could easily
sneak up on and overwhelm me because I can't possibly know where each one is at all times. The duck might
be more dangerous due to his size and weight, but I also assume he's slower-moving than the horses."