BEFORE APPLYING TO THE TRYOUTS THERE

ARE SOMETHINGS YOU NEED TO TAKE INTO

ACCOUNT:

SITEL’s language specialist is going to be testing a couple of things in your

interview, things such us your articulation which is very important to have a clear
and flawless communication with somebody, not only from the United States but
any person who speaks English.
Your grammar, it is very important that you keep in mind that you need to respect
the SVA at any given moment of your speech. SVA includes any association with
subjects, verbs and complements that you use. This might seem simple at first, but
as native Spanish speakers we tend to confuse tenses and verb conjugation.
Mistakes with the letter S, TH sound, M and N sound, CH and SH sound, final
sound with the letter N, M and more are very common in a person’s learning
process, however, these are the things that you as job-seeker need to attack the
most.
Opening your mouth is very important for clear articulation. So don’t forget it.

These are some questions you might be asked in

the interview
What have you learned about customer service at E4CC?
Where did you learn English? / Did you study English before
the Alliance?
Where do you see yourself in 6 months?
What was the last movie that you watched?
What did you do on your last vacation/day off?
What is commitment?
What is feedback?
Tell me something about yourself?
What does the phrase the enemy of my enemy is my ally
mean to you?
What does killing 2 birds with one stone mean to you?
What is customer service in your own words?
What does you knocked it out of the park mean to you?
What is your opinion about the Ukraine and Russia situation?
What is success?
How do success and failure relate to each other?
If you could change something around the world, what would
you change?

On the other hand we have some skills that you

need to show and mention during your interview
Attentiveness
Ability to communicate clearly
Knowledge of the product
Ability to use positive language
Acting skills
Time management skills
Closing ability
Empathy
Keep calm and be awesome
Goal-oriented focus
Persuasion skills
Ability to read customers

Common call center vocabulary:

Graveyard
Shift
Station
Meal or lunch
Break
Supervisor
Overtime
VTO
Day off
Team leader
Quality
Coach
Account manager (OM)
Client
Customer
HR
Badge
Log in/Log out
Medical Leave
CSAT
AHT
In a call center you have different type of calls

Inbound call: An inbound call center deals with a majority of

incoming calls. That means that customers or potential
customers are phoning you rather than the other way around.
In other words, the customers dial to the call center.
Because of this, most inbound call centers are customer
service focused. Customers will call into these types of call
centers when they need assistance with the product or service
they specialize in.
Outbound call: An outbound call is the exact opposite of an
inbound call center. Rather than having majorities of your calls
come in to your call center. In other words, the agents dial the
calls.
The definition means that most outbound call centers are
sales focused. When agents are making phone calls out of the
call center, they are focused on a list of customers or potential
customers that they would like to get in touch with. Most of the
time, this means they are targeting them for a sale.
Conference call: This is when you have a customer on the
line and either you connect your manager on the line or you
connect another person on the line. It might be the case that
your customer needs a bank confirmation or a 3rd party
confirmation and then instead of hanging up the call, you do a
three-way call or a conference call.