Interview Training

1/introduce yourself
Well this is () 25 years old, Graduated from the faculty of …, I’ve been
working … I love swimming and Reading.

2/Why Concentrix?
Because it’s one of the biggest telecommuctions companies around the
world, and I have friends working there and they are having a very good
experience and I want to try. Also I would be honored to work under the
name of you.

3/please tell me 3 positive traits that you don’t have

*Well, 1) I am not athletic, I don’t do sports. 2) I am a heavy
smoker. Overthinking.
Ex 2 : I strive to be aware of the areas that I need to improve
upon. Currently, I'm working on improving my leadership,
creativity, and confidence

4/ How would you rate your life from scale 1 to 10.

* 7 out of 100, because there are many targets in my life I
still want to achieve, like doing the masters or anything
else.
Ex 2 : I rate my life 8 / 10
Because I have learned many things from different
situations which made me a well experienced person in
relations , Working environments , aslo I have learned a lot
of skills in new fields .

5/ Choose any topic that I don’t know and explain it in 2

mins.
* Well here we can talk about our favorite movie or favorite
book or a funny situation or embarrassing situation.
6/ What's the difference between good CS and exceptional
CS?.
* Good CS is giving the CST the ordinary service, the
normal service, but exceptional CS is serving the CST in a
unique way and always go beyond expectations.
7/ How long are you willing to stay if you got accepted?.
* As Long as I am getting Experience, and as long as I am
enjoying the
environment and feeling effective to this place.
8/ Choose one super power to have and why?
* Reading Minds, to easily find the good persons and to
know the right intentions of the people surrounding us.
9/ How would you explain Facebook to your grandma?
* Social network, where you can find your old friends and
share photos, posts and memories.
10/ What's the difference between opportunity and
probability?
* Opportunity is a Chance, and the probability is the
percentage of this chance, it’s like I will give you the
opportunity to apply for the job but theirs is a probability
that you might get accepted or rejected.
11/ Tell me a challenging situation in your life.
* My final exams were a challenge for me cause I was very
sick but I challenged myself and I passed the exams with
excellent grades.
12/ If u faced an angry CST over the phone how would you
handle him?
* I will calm him down and I will listen to him carefully and
understand the problem and I will not hang up till I get him
satisfied.
Ex 2 : be keeping calm as much as i can and trying to solve
his problems
13 / Tell me a good or a bad service you received once as a
Customer from any of the companies that you are dealing
with.
We need from him here just to talk about a specific case or
situation he had faced before
<> Some hints <>
We must to tell him is that appropriation time for him to
make a phone call interview
You should be careful as recruiter when you evaluating him
from this mistakes of pronunciation
1- Difference between “b&p”: as for (book – pen –
probability – picture)
2- Ed: should not be stressed on like: (played – worked)
3- Difference between “f&v”: as for (faculty – customer
service
4- Try to show “th” in (think – these – the – there)

( Second Level Questions )

1/ What do you know about customer service ?
Customer service involves being a kind, courteous, and
professional face for the company. It also involves listening
carefully to customer wants and concerns. Beyond
listening, customer service is doing everything in one’s
power to efficiently and accurately serve each customer.
Finally, customer service is about clearly explaining
solutions to clients
2/ Why do want to work as a call center agent ?
To gain more experience, knowledge in the customer
service Field and improve my communication skills
3/ What do you know about concentrix ?
Concentrix is a leading global provider of customer
experience (CX) solutions and technology, improving
business performance for some clients ..its one of the
biggest companies all over the world so its from my
pleasure to be amember of thier teams
4/ What is your expected salary?
It's not a specific salary but I hope to get the best offer
which match my qualifications
5/ If you faced a hard situation how did you behave with it ?
The hard situation is that I failed in my last exam at the
university in the second year due to ill conditions, but I
worked hard on myself and tried again and was able to pass
it successfully .
6/ If you faced an angry customer..how would you handle
him ?
By keeping calm , patience, listening to him carefully and
trying to solve his problems as much as I can
7/ Tell me 3 positive traits that you don't have ?
. I strive to be aware of the areas that I need to improve
upon. Currently, I'm working on improving my leadership,
creativity, and confidence.
8/ Have you ever had a disagreement with your manager ?
Yes I had , because he asked me to do a task that I have
objection to .
9/ Can you discribe the Idol company from your opinion?!
My ideal company would be a company that provides me
with good opportunities to succeed and encourage more to
enhance my existing skills as well as learn new ones. My
ideal company would have a conducive and friendly
environment that would promote teamwork and rewards for
excellent performance
10/ Have you ever worked in a team which had a weak
colleagues ? And how did you handle it ?
I tried to help him by providing him the tools of solutions
and giving him an advice , encouraging him .
11/ Why should I accept you ?
Because I am fast learner, have the ability to work under
pressure, I can make a strong relationships with my
colleagues . Otherwise I have some of computer skills
12/ How would you rate your life from 1 up to 10 scale ?
I rate my life 8 / 10
Because I have learned many things from different
situations which made me a well experienced person in
relations , Working environments , aslo I have learned a lot
of skills in new fields .
13/ What is the difference between good cs and expetional
cs ?
being a good customer sevice is, offer your self to assist
the costumer what he/she needs. and being an excellent
customer service is not only focus on what customer
need,1st make customer feel comfortble with you.and you
will follow offer also for another item and don't allow the
customer living in the store empty
14/ How are you willing to stay if you got accepted?
will remain in this work as long as I feel the professional
development and the desired benefit .. Also when I feel that
I am a useful and influential worker in the work group and
have the ability to add new and participate in the
development of the general performance of my department
15/ Describe your Facebook to your grand ma ?
It is a social networking site where people can get to know
each other, form new relationships and friendships, and
share their daily moments with their family members and
friends
16/ What's the difference between opportunity and
probability?
Opportunity : When you get a "Chance" to do something.
For example:Nina got a chance to showcase her talent at
the dance competition.
Probability: When there is a "possibility" of something
happening or some event taking place or not taking place.
For example: The probability of rains in July is high in India.
( As it is rainy season in India during July )
17/ Of you faced a harresment call what will you do ?
I'm going to ask the customer to stay in context or else I'll
have to hang up
18/ What's the most important skills must to be in call
center agents ?!
Patience, good listener, have the ability to make right
decisions .
19/ What animal would you like to be ?
If I were an animal, I would be the lion because it has a
strong personality, quick wit, intelligence and wit.
20/ tell me if you got promoted which department in the
company you would like to be in ?
If I got Pormoted I would Like to be in a department which
match with the skills and experience i already have gained
But to be honest I would like to be in (........)
These Questions most of them could be the onsite interview
by percentage 90%
1/ What do you know about concentrix ?
Concentrix is a leading global provider of customer
experience (CX) solutions and technology, improving
business performance for some clients ..its one of the
biggest companies all over the world so its from my
pleasure to be amember of thier teams
2/ How did you hear about Concentrix?
(You can say from Facebook, a friend, Linkedin, Whatsapp,
or any other platform)
3/ What do you know about customer service in general?
What do know about call center field ?
Describe me cst department ?
(Customer service is the link between the customer and the
company or the organization you're working in. It is mainly
there to assist or help customer with their concerns and
queries about the services we're providing)
4/ What are the main qualifications that should be in an
agent?
(You can actually think from a customer perspective. You
can say that an agent should be friendly, patient and
helpful. He or she should have active listening and
communication skills to better help the customer in a timely
manner)
5/ How can you handle an angry customer/ how do you
think an angry customer can be handled?
(A customer is not personally angry with the agent but with
an inconvenience that took place. We should apologize to
the customer. Make sure to put myself in the customer's
shoes and assure him or her that I feel his frustration.
Assure the customer that his or her issue will be resolved
by the end of the call. Give the customer a time frame for
the issue to be resolved in order to gain the customer's
trust.)
6/ Talk about yourself
(Hobbies mainly or things that you love to do in your free
time).
7/ What are your strength points and weakness points?
(A weakness point can be that you're a workaholic and that
affects the balance between your personal life and work life,
but you'll try to work on that balance in the future) (A
strength point can be that you have good time management
skills and you finish tasks on time, you're a team oriented
person and since you're gonna be working in a team here
that you will motivate you and give you a push, or anything
else that you think is positive)
8/ What do you expect from your team leader?
(You can say that you expect him or her to be friendly but
professional and that he or she is someone who can guide
and support you)
9/Why do want to work as a call center agent ?
(To gain more experience, knowledge in the customer
service Field and improve my communication skills)
10/ What is your expected salary ?
(It's not a specific salary but I hope to get the best offer
which match my qualifications)
1/ What is your ideal job?
Would be challenging but secure
2/ What is your Preferred working hours?
: I am flexible
3/ What do other people say about you?
They find me approachable
4/ Why teamwork is important?
: As people we think differently and in those different views
we can get the views that can benefit the project. It teaches
you
how to solve work problem, work hard, handle stress and
become a good thinker.
5/ WHY DID YOU LEAVE YOUR LAST JOB?
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
6/ WHAT IS YOUR IDEA OF A CALL CENTER?
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.
7/ WHAT HAS BEEN YOUR MOST SIGNIFICANT
ACHIEVEMENT?
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.
8/ GIVE ME ONE QUALITY THAT YOU HAVE WHICH WILL
NOT MAKE ME HIRE YOU
. 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 trai
9/ WHAT ARE YOUR GOALS IN LIFE?
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 goal is to have an upper
management level position with this company.
10/ WHAT MOTIVATES YOU TO PERFORM A JOB BETTER?
Appreciation and a friendly workplace environment.
11/ WHERE/HOW DID YOU LEARN ENGLISH?
I took classes for three years.
I did an intensive course.
I’ve been studying on my own.
You can also say “studying by myself.”
I picked it up from movies and songs.
In this context, “picked it up” means “learned it casually.”
My girlfriend taught me.
12/ WHAT DO YOU DO IN YOUR FREE TIME?
I don’t have any free time!
I usually hang out with friends.
“Hang out” means to spend time in an informal way.I go
running a lot.I do volunteer work.
13/ from 1 up to 10 evaluate your work experience
Less than 5 ( not confidence )
5 /10 logically if he is brain storming person
More than 5 if he is more confidence
More than 8 cocky person
(The points you give to him depending on his qualifications
and experience)
14/ what do you know about telecommunication industry ?
Modern telecommunications industry players produce
communication equipment and deliver a set of voice, data,
and broadband services using wireline or wired
infrastructure of cables, networks, servers, computers, and
satellites. In this article, we will define the telecom industry
and discuss some of the key business drivers. Understand
the various constituents of the telecommunication services
sector followed by a small discussion on current industry
trends.
15 / How would you help a customer if you do not know a
solution?
I would approach the customer without letting them know
that I am ignorant of the answer to their question, and I
would either look up a solution or pass a quick note to a
colleague for quiet assistance. If I can't find an answer this
way, I would state that the customer's question might
require more time to consider. I would set a time for a call-
back when I could give them a detailed solution."
16/ What is your approach to ensuring exceptional
customer service?
I would analyze the preferences and opinions of customers
based on collected data, and then I would find ways to
improve process speed and satisfaction, including
automating some of the customer response processes. I
would also utilize customer feedback to see what
approaches are working and which ones might need
improvement to ensure quality customer service
17/ Are you able to work with multiple phone lines?
In my last position, the company used only four phone
lines, but I am confident that my experience working with
even a small number of lines will help me succeed when
taking on the large number of separate lines that your
company employees
18/ How many calls can you reasonably make in one hour?
In my last job, I consistently averaged around 27 calls
within 60 minutes. I usually converted approximately three
leads to paying customers per hour, within an average of
three minutes into the call."
19/ What is your experience working with a large customer
database?
I have extensive experience organizing and using large
customer databases to form criteria for choosing which
customers to contact. I also have a working knowledge of
CRM systems for storing customer information."
20/ How do you manage stress after difficult calls?
Even if a call is difficult, I would maintain my
professionalism. After ending the call, I would use deep-
breathing techniques to calm myself and prepare for the
next call. After extremely stressful calls, I might get up to
stretch before going back to my call list.
21/ How would you use call recordings to improve customer
interaction?
I would first use my recordings to evaluate my tone,
greeting and approach to getting the customer talking.
Evaluating these aspects can allow me to improve my skills
in this area. I would also listen for customer responses to
better apply my customer service skills."
22/ What kinds of customer service tools do you have
experience using?
HubSpot.
Dialpad Ai Contact Center.
Aircall.
Nextiva.
CloudTalk.
Bitrix24.
TalkDesk.
Five9.
23/ How can you work to improve customer satisfaction?
i will do my best and trying to solve all of his problems ,
also i will try as much as i can to not giving him a wrong
info , and try to avoid a bad way of talking with him