Most Frequently Asked Questions in Call Center Interviews


Nowadays, every company cares about the customers' service. Whenever a customer wants to connect with the company, the first step is to call the company. For this, most of the companies outsource this work to Call Centres, BPOs, etc. and the market for this is rising. More and more people are required for call centers and BPOs. As a result, companies are looking for people who are friendly in nature, possess good communication skills, and can deliver the best customer service. If you are planning on applying for the call center or BPO jobs, we have made a list of most frequently asked questions during a call center/ BPO interview and increase your chances of getting selected by getting through these questions.

1.     Tell me something about yourself or introduce yourself.


This is the most basic question asked in any type of interview. The answer to this question can be easily prepared before the interview. The most common mistake that a candidate makes is that they prepare a common answer to this question for every interview. The answer to this question varies from job to job, like if you are applying for the call center/ BPO job then the answer should be prepared in that way. For a call center job, you can add how good are your communication skills and your relevant experience which will help you in this job.


2.     What do you know about the call center?


This question can be asked by the interviewer to check how much you know about the call center and your familiarity with that environment. Use this question as a strength and tell the interviewer about the call center, how it works, types of call centers, etc. After that, focus on the details of the call center you are applying to.


3.     What are the different types of call centers?


If you have mentioned this in the answer to the previous question then the interviewer will not ask this question otherwise it will be a sure-shot question. Read about the types of call centers and how they work, differences among them and then tell the types with the examples.




4.     Why do you want to join a call center?


As the call center job is quite challenging and requires a lot of effort, hence every interviewer wants to check whether you are really interested in the work profile or not. In this question, you need to tell your knowledge about the call center and what actually the job demands and how you are going to fulfill that demand with your skills & expertise. You can also tell your future goals which are aligned with the call center/ BPO job.


5.     Tell me about “Customer Satisfaction”?


After all the general questions, the interviewer starts asking question-related to the domain. This is the basic requirement of every type of call center and the main purpose to set up a call center is for customer satisfaction. In the answer to this question, you need to tell the interviewer about customer satisfaction and how you are going to provide it.


6.     What do you do if a customer gets angry during the call or receives a call from an angry customer?


Every interviewer will ask this question during the interview as the calls from the angry customer are received very frequently at the call centers. So the interviewer wants to test you on how you will handle this situation. In this question, you need to elaborate more on step solutions for the problem. Whatever the problem is, you need to be calm and empathetic during the call and come up with the solution for the customer’s problem.


7.     Can you manage multiple phone calls during a single time?


If you have experience in working at the call center then you can answer this question easily and can relate it with your experience. And those who do not have experience in this field can highlight their other experiences that required multitasking skills.


8.     How do you handle work pressure?


At the call center, most of the time you are busy with the work and moreover you get to respond to angry customers. So, the pressure is created in the mind and to answer this question you need to tell your previous experiences on how you handled pressure in those situations/ jobs.

9.     Are you comfortable with night shifts?


This question can be asked by the interviewer towards the end of the interview and this is the most important question from the perspective of the interviewee. All the call center people work in multiple shifts and a candidate needs to be flexible with this. You can relate your previous experience to this.

 

 


2 Comments

  • Ashekur Rahman

    Posted on September 3, 2012 at 10:18 am

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    • Ashekur Rahman

      Posted on September 3, 2012 at 10:18 am

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  • Ashekur Rahman

    Posted on September 3, 2012 at 10:18 am

    Do sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veni est, qui d tempora incidunt ut labore et dolore magnam aliquam quaerat voluptatem.

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