TOP Call Center Interview Questions and Answers
What you know about Call Center?
Call center is a service desk, where a large volume of calls are handled by the customer associate in order to render services to the customer.
Mention the types of call center and what is the difference between them?
The types of call center are
- Inbound Call Center
- Outbound Call Center
Inbound Call Center: In inbound call center, customer associate will receive the calls regarding the customer’s queries or demands. Eg: Customer calling to Telecom Company to know the current tariff on internet service they provide.
Outbound Call Center: In outbound call center, customer associate will make calls to their customer, regarding business or sales related. Eg: When you receive a call from a bank offering a personal loan.
What according to you call center job is?
This question is asked by interviewer to know what type of job you are applying for. So based on your answer they will decide what role or position they will assign to you like if you say that call center is about dealing with customer problems they will put you as customer associate but if your answer is that a call center is a new business zone, where youngsters are employed in numbers and get an opportunity to make their career, they might put you in a HR department.
Why we should hire you for our company?
This question is an opportunity for you to showcase your talent and skill. You can convince the interviewer by bringing their attention on the talent you got and tell them how perfect you are for that job. Also, you can mention some innovative ideas or concept that can help increase the organization profitability and credibility.
You can answer this question by saying that my past experience, my education and my personality actually fits to the job. I am a hard-working guy and a quick learner. Also, I like the concept or idea that the company is working on and that is what exactly I was looking for.
What you understand with the term “Customer Satisfaction”?
Any business depends upon the quality of the service you offer to your customer. To offer this, you need to understand the customers need and their problems. You have to think from their point of view and try to meet their demands and requirements. This is what “ Customer Satisfaction” is.
What do you mean by customer service?
The key features for customer service is
How will you enjoy working in a call center?
As I am an extrovert person and I like to interact with people, call center job is a perfect job for me. I like to resolve customer’s queries and face the challenges positively that come across. Also, the pace of work in call center and team members friendliness always motivates me to work for call centers.
What are your strengths?
This is the common question, you might face in any organization. So, prior to interview you have to clear in your mind about your strength like subject knowledge, computer skills, communication etc. Also, how you can relate your strength to your current job like you have a good hold on some language, or you have some good marketing skill or having ability to convince other.
What will you do if customer abuses you on the phone?
The first thing that I will do is to stay calm and listen to the customers problem, and try to figure it out what made him/her annoyed. The next thing I will do is to ask politely to customer to calm down, and then assure him/her to solve their problem. The last thing that I will do is to keep check on certain thing that creates problem to the customer and never let it repeat it again.
What are the key features you think that customer associate should possess to become perfect customer associate?
Good listening skill, problem solving, concentration and patience are some key features that make a perfect customer associate.
How you handle pressure?
To handle the pressure situation, I always try to keep focus on work and avoid frustration.
What experience do you have in call center?
If you are fresher and you don’t have experience then you mention something that can relate you with the call center like I have worked in desktop supports or holding a certificate for mass communication etc. You are experienced then not an issue.