Behavior-based call center interview questions

for evidence of call center-related competencies. Reflect on your past experiences, select appropriate examples and plan
your response using the following structure:
Describe the specific situation or task
Detail the action and steps you took in the situation
Outline the results and outcome of your actions. What happened, what was achieved, what did you learn?
What do you like about working in a call center?
Answers include the
fast pace of the call center environment, working as part of a team, communicating with and helping diverse
customers, learning new skills as products and services constantly update and change.

Why do you want to work in a call centre?

Positive answers can include the fact that you enjoy the fast pace of call centre work, that you like to keep busy and a love
of communicating with lots of different people. You can also mention the positive team atmosphere and that you like
helping people solve their problems.

What do you consider the key criteria for a successful call center?
Customers want knowledgeable, professional and accurate responses from call center agents.

How do you deal with angry or aggressive customers?

Make sure you explain that you understand and accept that this is part of the call centre function and you are comfortable
dealing with it. Focus on your strategy. Mention that you always allows the customer to vent their anger. If they are
abusive, you assure them youre willing to listen, but only if they stop using profanities. Next, you hear what they have to
say and note down all key points. Then you re-state the main points so both of you are clear about the situation. Once this
is done you find a solution that fits within your companys policies and helps the customer with their issue. Finally you
confirm with the customer that their problem has been addressed and that they are satisfied with the solution. This shows
you have a stable plan to deal with any aggressive behaviour.

How do you work in a high pressure environment?

Your answer should focus on the skills you have developed. Mention that you are highly organized, and always prioritize
tasks to ensure all key deadlines are met with excellent accuracy. Highlight that you always allow some time to deal with
unforeseen urgent tasks that might arise.

Communication Skills
- Listening Skills, Comprehension, and Logical Thinking , diction, grammar and pronunciation, minimize your errors,
the less mistakes you commit, the better
Flexibility
- cite previous experiences wherein you had a similar experience dealing with the night shift
Attitude / Trainability
The interviewers will look to hire people who can easily be trained and are willing learners. Convince your interviewers
that you have a good learning attitude.
1.) Why are you applying in the call center industry?
A lot of times, people who havent land jobs in their respective fields apply as sort of a last resort, and are ashamed to
admit it. You just need to make sure you give your interviewers a sense of security, in which I mean, dont give them
ideas that you might be leaving soon.

I have always wanted to work in a corporate world, I want to succeed in this type of environment, I want to be a
supervisor or a manager someday or I have always been amazed at the prestige of working for this company, it is my
lifelong dream to work here

Why you choose this company

"My friend used to work here. She told me a lot of good things about this company. BOLA BOLA PORTION, this company
offers a great compensation and benefits to its employees and most especially for career growth. They also have a good
training program blah blah blah blah."
2.) How do you see yourself 5 or 10 years from now?
Remember, just be positive and figure out a way to credit your job, as a mechanism for you to achieve your
dreams in the future.
What is your greatest weakness?
WEAKNESS + ACTION = ANSWER What are the things that you keeps you motivated at work?

Previous Work Experience ---> Give Example -----> Result Dont mention salary, compensation and benefits
"In my previous job, I worked directly with customers and their problems. What I liked was solving problems and
helping people. Sometimes it took a lot of effort on my part, but it was very rewarding when the customer
appreciated the service."

Why should we hire you?Why are you the best candidate for the job?

review the job description . Seeing as how they posted a job for a systems analyst (which you are currently applying for), it
would seem that you have the opportunity to offer a solution to fix the problem during your answer to this question. and
your resume and ask yourself these questions:

What are the most important qualifications for this position from the companys perspective?
In which of these areas do I really shine?
 What are my most impressive accomplishments?
What makes me different from the typical candidate?

I noticed in your job posting that a big part of this position is interacting with customers. During my time working as
a________ I realized just how much I enjoyed helping people out and ensuring that our visitors were not only well taken
care of, but that their experience was a positive one. Im excited by the prospect of bringing this same level of
commitment and enthusiasm to this new and exciting opportunity and I think this position is a great fit for me. I am
confident that my past experience will translate well into the position you are offering and I am excited to begin this new
chapter in my career.

Tell me something / more about yourself

"My friends and acquaintances call me Ken and I have been interested in involving myself to jobs that caters customers
needs and assuring they get satisfying solutions. For the next step in my career, I would like to move away from contract
work and start to find myself as a direct employee of a much large and progressive company where I can fit in and be
involved with a group that focuses on handling quality services in the virtual aspect. I am a motivated person who finds joy
in working on a fast phase environment and being able to multi-task wherein I can apply and improve my skills and learn
new once too. It is with this drive that I am taking the risk to grab the opportunity to be here.

Qualfon is a Business Process and Contact Center Outsourcing provider with international presence. We offer a full
spectrum of customer management solutions across multi-channel interactions with both near-shore and offshore contact
center locations.Since 1996, Qualfon has been dedicated to our mission to be the preferred business processes
outsourcing (BPO) provider for each of our clients by operating with ethical values, top ranking performance, and below
market pricing.

Teleperformance Philippines is a leading provider of outsourced customer experience management services in the
country. The company began operations in the Philippines in 1996 and has grown to become a preferred offshore contact
center outsourcing provider. The company employs more than 42,000 people in the country and operates more than
26,500 workstations in 16 business sites located across Metro Manila, Antipolo, Baguio, Bacolod, Cebu and Davao.
This 2016, Teleperformance marks its 20th year of continued excellence and leadership in the Philippines. This milestone
highlights the companys commitment to steadily provide the best employment experience for Filipinos, proactively
support the nations ICT-BPO sector, and uphold its socio-civic engagements to create a difference in the lives of the
Philippine community.

Manage the Call

You are the moderator of this call, so keep track of time.
Keep in mind where you are in the call framework, from opening, resolving, and closing the problem.
Be sure to properly greet and collect all mandatory customer information before asking why they have called for support.
Know how long you usually need to open and close calls, to use as much time as possible for troubleshooting.
Do not jump ahead to resolution steps until you have created a problem statement.
If you must put the customer on hold, tell them exactly how long they will hold and return exactly to that estimate.
If your troubleshooting steps do not resolve the problem, do not continue to look for solutions. Refer to your procedures and escalate the
case as directed.
Listen!
Be a good listener. Resist distraction and focus on your customer.
You might know what your customer will say, but let them finish anyway.
Remember active listening is an art and includes listening to what your customer is saying and what they are not saying.
Look for cues such as tone of voice. It can reveal a lot about your customer and help you manage the call smoothly.
Do not interrupt your customer. If you do have to interrupt them, apologize and explain why.
Be a good Communicator
Be interested in your customer and their issues they are calling about
Do not allow for dead air. Talk to your customer while you are investigating the issue to let them know that you are working on how to
resolve their issue.
Explain to your customer what you are doing and why.
Assess the level of expertise your customer has and adjust your communication style accordingly.
If your customer does not understand a term that you use, explain to them what you mean.
Do not use abbreviations unless you are sure your customer is familiar with them.
Let your customer know what the next step is and how you will find it.
Let your customer Vent
Generally, customers call because they have encountered an issue that caused them much frustration. It is very possible that they will become angry
and speak to you in a harsh tone. The first rule for handling difficult customers is do not take it personally. Let your customer vent. This is easier said
than done. But with practice and patience you will learn to shield yourself so that you do not absorb customers frustration.
Empathize with them and reassure them that together you will resolve the issue.
If your customer is in a hurry, and you have to make an exception, talk to your supervisor and then make it occur.
Apologize on behalf of your organization if the services are not running as expected. This shows that you respect your customer.
Remain poised and calm; in this manner you can avoid additional frustration.
After handling a difficult case, talk to your manager and take a break to clear your mind if necessary. It is common to feel drained after
handling a frustrating call.