1. Tell me about yourself.

This question is usually the opening ice-breaker. Take this time to highlight your
accomplishments, strengths and previous job experience, while also mapping them to some of
the specific desired qualifications outlined in the job description.

Be professional, but also show some personality. Beyond your experience and skills,
interviewers are also trying to determine if you’ll be a good cultural fit. Your answer should be
something like:

I was born and raised in Santo Domingo, Ive studied advertisment at UCSD, and ive done
courses in Computer Repairment/English/Graphic Design .

Interacting with people and solving their problems is what motivates me. I’m always trying to
fix things for family and friends,. That’s ultimately what drove me to my past positions.

2. Why did you leave your last job?

Honesty is definitely the best policy here, but avoid disparaging your former employer. Some
great responses could be:

• I wanted a new opportunity where I could learn new things and grow my career, but also
where I could work more directly with people.

• I wanted to find something more challenging where I could perfect and develop new skills.

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

Interviewers want to understand your career intentions, as well as know if you’ve done your
company research. Share something you’ve learned about the company’s mission, values or
reputation, and tell interviewers why it’s important to you. Your response could sound something
like this:

During my research, I discovered that your company really values training and ongoing
learning for your employees, and as someone who loves to learn new things and be
challenged, this is important to me.

4. What are your strengths and weaknesses?

Once again, match your strengths to the preferred skills and qualifications in the job
description to reinforce that you’re a strong candidate. When it comes to weaknesses, look for
ways to turn them into strengths. For example, you might say:

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.
5. What questions do you have for us?

This question not only gives you the opportunity to learn more about the position and the
company, but also the ability to promote your skills and desire to become a part of the team.

Compile a few questions while doing your company research. Some questions you may want to
ask, as well as some potential follow up responses, are:

•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.

6. What’s your idea of a call center?

If you have no previous call center experience, interviewers will use this question to gauge your
familiarity with the call center environment. Use this opportunity to not only highlight the actual
function of a call center, but also the role call center agents play in providing quality customer
service.

You should also pay special attention to what kind of call center you are applying for. Inbound
call centers field the customer calls placed towards a business and your time will be spent
addressing customer questions and concerns. Whereas in outbound call centers, you will be
responsible for dialing customers and prospects to collect survey responses, schedule
sales demonstrations, perform telemarketing, and more.

For example, if you’re applying for a customer service call center position, your answer
might be:

To me, a customer service call center is the frontline of all customer interactions. It’s the job
of call center agents to listen and understand customer concerns while also providing helpful
information. At the end of the day, customer service call centers need to create satisfied
customers with every call.

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

Illustrate your knowledge of a call center’s atmosphere and the unique demands you’ll face in
the position. For example, you could say:
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.

8. What is your idea of quality customer service?

Interviewers want to know what you think quality customer service is and how you would deliver
it. Your response could sound something like this:

My idea of quality customer service is being able to provide customers with friendly,
professional service that not only solves their problems or answers their questions, but also
leaves them feeling satisfied with the service they received.

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

Angry customer calls are a reality for any call center. Tell interviewers the steps you would take
to de-escalate the situation and solve the problem. Be detailed in your response and
emphasize that staying calm and empathetic during the call will be key to coming up with a
solution the customer will be happy with. For example, you might answer:

I think the first step is to stay calm and express to the customer that you understand them. I
think it’s also important to remember that it isn’t personal, and the best way to de-escalate the
situation is to work towards a solution.

10. Are you able to work with multiple phone lines?

If you have previous call center experience, answering yes to this question should be easy. In
addition, tell interviewers how many calls you handled during a typical day. For those without
previous experience, highlight other positions that required multi-tasking skills. A response
might be:

While I haven’t worked in a call center previously, I have juggled customer service while I
was working in retail. Handling multiple customer returns each day involved a lot of
multitasking with our inventory system, communicating with the customer, and accessing our
POS system.