What are some common questions that the interviewer may ask in a call center interview?


Quick Answer

Common call center job interview questions are "Why do you want to work in a call center?" "What types of calls have you worked on before?" How many calls can you complete per hour?" and "How well can you talk and enter information into the computer at the same time?" Behavioral questions include "Tell me about a time when you had an angry customer" and "Tell me about a time when you called a Do Not Call number."

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Full Answer

To explain why you wish to work in a call center, if you're an experienced call center worker you can refer to positive experiences you have had doing the work. Other good answers include liking the fast pace, the teamwork, learning new products and providing customer service. Types of calls an interviewee might have worked on before may include sales, customer service and support calls.

Questions similar to "How many calls can you complete in an hour?" ask for call volume, average call handle time or resolution rate. The interviewer is asking how fast the call center representative can work. Different types of calls and different projects of the same type may require different speeds; it is realistic to say this, but interviewers also want quantitative information.

A good answer to the angry customer question includes listening to what the customer is saying, validating the customer's frustration with a sympathetic comment, apologizing when appropriate and efficiently resolving the problem. Having exceeded the customer's expectations is an especially good way to end the story.

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