In the call center industry, one of the most challenging issues is handling different customers – irate customers, offensive customers and defensive customers.
Therefore, the call center job interview will focus on your experience/skill in handling all kinds of callers.
The employer desires to hire employees who can demonstrate basic call center skills for their demanding customer base.
Preparing and practicing your answers to possible interview questions is a key for passing this upcoming call center interview.
The article is divided to 3 sections: entry level, manager/supervisor and behavioral questions.
► Common call center entry level interview questions
- What are the main objectives of Call Centers and Customer Service employees?
- How would you maintain customer satisfaction when dealing with an annoyed client?
- What is the procedure to be followed when speaking with a customer?
- What are your computer skills?
Answering these questions:
Questions posed in an interview for a call center will not only rely on experience but also the way one support a customer.
Therefore, the answers should highlight the main goal of a call center, which is to keep the customer satisfied.
► Call Center Supervisor (Call Center Manager) Interview Questions
- Describe your experience as call center manager.
- What were the specific goals of your call center team?
- What was the size of the largest customer base you have dealt with?
- How well do you work as a team manager? Describe you greatest achievements as a leader of a call center.
- Detail the call center tools and software application knowledge you possess.
- In an average day, how many callers were you responsible for?
- Was there an average length or amount of time in which you expected the callers to complete each call?
- Were you able to maintain x calls in a timely manner?
- Do you have any reports or comments from very satisfied customers?
Answering management interview questions for call center:
For applicants with prior supervisory experience it is of an advantage to supply a small portfolio of experience with very positive key notes – positive feedback from customers and technical experience should be highlighted.
Be prepared to give a brief, precise and positive description of your background as a manager of a call center to support your answers.
You may be interested in reading articles at the management job interview directory.
► Behavioral based interview questions and answer
There is no job interview without competency based questions.
Standard questions during a job interview for a call center will focus on the way one handles tough customers (or offensive customer) complaints.
Your answers will enable the interviewer to evaluate your customer service competencies:
- How do you handle an offensive customer? Have you ever experienced a call from a very angry customer? Can you describe the situation and outcome? Has a customer ever asked for your supervisor?
- What if the customer does not understand your advice? If you have a caller who has trouble understanding your directions, what would you do?
- Have you ever disconnected a call from an angry customer because you were upset or offended?
- Have you ever not been able to help a customer? Can you please explain?
- Can you give an example of when you went the extra mile for a customer?
- What would you do when you cannot help a customer?
- Have you ever joined with a team member or asked for assistance from a team member to help a customer?
Tips on answering these behavioral questions:
Short stories of past calls will be expected as well as some possible role playing scenarios.
Your answers to these behavioral questions will demonstrate the way you respond to stressful situations.
Focus on your most positive outcomes during the worst situations. If you have some interesting calls that did not finish positively, you can relate one, and emphasize what you learned from it. Begin and end with the positive or complimentary examples..
As you respond to these job interview questions, explain how your call center skills allow you to handle tough situations.
For example, you would like the customer to give you some insight into the product’s bugs/problems so that you can increase the service level. First defuse the customer’s anger by listening. Show that you heard by repeating the problem back, using different wording, and getting a “yes – that is the problem” response. Thaw will place your customer on the “yes” track and off the “no” mindset. Then present solutions.
Customer Support Job Interviews