Call Center Interview Questions They'll Probably Ask
When interviewing for a call center position, you really want to do everything you can to show the interviewer you are an effective communicator and have great customer service skills. While you should always be prepared for common job interview questions, there are a few call center-specific questions that you’ll want to make sure you have practiced before hand.
What do you do if the dialer puts a Do Not Call number through to you by mistake?
Violating the Do Not Call policy can result in terrible consequences for the company. The interviewer wants to know how you would handle this worst case scenario.
"I would apologize and assure the customer that I will make certain their number gets categorized correctly. I would then note it in the CRM application. That way even if it's a system error we will still catch the mistake next time and another agent won't have to deal with an escalated encounter. Lastly, I would notify my manager."
Working in a call center is very repetitive. What will motivate you to do a good job everyday?
When interest in your job declines, most likely the quality of your work will too. The interviewer wants to ensure that you will continue to try your hardest even if the work may be redundant.
"This job entails talking to new prospective customers everyday. With each call I never know what to expect on the other end so I don't find it repetitive. If I didn't do my best it could result in a lost sale. Each person deserves just as much effort as the rest. It's only right if my 100th call is just as enthusiastic as my first."
Do you have experience handling multiple phone lines?
This is a perfect time to mention your previous experience. If you don't have any, explain that you are skilled at balancing multiple tasks at once.
"In my previous position, I received training in call center procedures. My training included traditional instruction, computer training modules, and role playing. I was responsible for handling up to five phone lines at a time. Also, I am an excellent multi-tasker so handling several lines simultaneously is not an issue for me."
How would you deal with a client who states they don't want to talk to you?
Rejection is unavoidable in this field. Show the interviewer you can easily recover.You should also explain that you will deal with those types of customers in whatever manner they see fit.
"I would apologize for the inconvenience, but I would not be discouraged by that response. I know that not everybody will be up to talk. I have worked with employers that push the sale and some that prefer I only pursue interested clients. I am comfortable doing whatever strategy is most suitable for your company."
Have you ever had a conflict with a manager?
Although you are working individually when making calls, you must still be able to work well with others and respect your superiors.
"No, I have a strong work ethic and excellent communication skills so there has been no reason for conflict. I have had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out and find a solution that my manager has supported."