Call Center Interview Questions

Coming prepared on a call center interview requires research, personal assessment and emotional readiness. Based on personal experience at both side of the table, I'd like to provide some insights on what goes on behind the interviews doors and cite some call center interview questions to help readers through somewhat stressful situations in the process.

Call center agent interviews are usually two parts: the initial and final. Interviews for positions with more responsibilities may require an extra step such as a third interview with a manager or director. The initial interview usually consists of the interviewer assessing the applicants work history, skills and general fit for the job. The second is more about the applicants decision making and attitude.

The first interview is of equal importance with the second. Conducted by HR officers, it is where most of the "weeding out" takes place apart from the initial exams. Spotty work records like short tenures, employment gaps and unusual resignations are definite turn-offs in this field. Previous related work experience is also tackled in the first round of call center interview questions such as trainings, customer interactions and industry background. Applicants will do best if they volunteer and highlight, previous work achievements, awards and work philosophies.

Getting to the second interview is already an achievement by itself. At this point, the company has already concluded that you "may" have the right fit for the job but would still needs to assess your decision-making skills and if you have the right mindset for the work you are applying for. The second interview is usually conducted by a senior HR officer or a company supervisor who you may work under if accepted. This part of the interview process will let interviewers assess your problem-solving, negotiation and stress-handling skills. Call center work may become stressful at times and the company needs to make sure successful applicants will be able to cope with their fast-paced environs.

I have attended quite a lot of interviews myself as applicant many years back and I have also had my share of conduction interviews for different call center posts, so below are a few of the call center interview questions I have encountered through the years. Please consider that questions are constantly evolving to suit the needs of the company and to better assess the fit. However, processes have remained the same and these are common considerations during an interview.

Call center initial interview questions:

1. What can you tell me about yourself that is not on your resume? (best to "sell" yourself here. Achievements in or outside work should be good. Activities outside work and personal priorities should be Ok)

2.Why did you leave your last job? OR Why do you want to leave your current position? There's is no wrong or right answer here. One good point to remember though is to make sure you are not leaving a "bad taste in the mouth". Interviewers do not appreciate bashing and bitterness. Make it a point that your reasons are for personal or career growth and not because you are looking for a better place than the hell hole you are in right now.

3. Tell me a situation? Depending on the interviewer, she or he may ask you to cite an example when you had an experience dealing with a difficult customer and how you were able to resolve it in a mutually agreeable manner.

Call Center final interview questions:

1. Prioritization questions - depending on the type of work, the demands for work and organization structure, the interviewer may provide you with a difficult scenario in terms of dealing with customers, clients, co-employees, supervisor and managers.

2. How can you relate your previous experience with the position you are applying for? Although this question may have been asked in the initial interview, the second interviewer is different from the first and his decision at this point will be more critical than the first so it is against best to cite highlights rather than what you have dealt on a daily basis.

3. How much are you expecting to receive as compensation for this position? Do research on the industry's standard. One good tools for it is Jobstreet.com's salary report which gives people an estimate on salary industry standard. However, asking for a little bit more than what you are receiving currently will not be taboo but it would also be best to add a justification on why you are asking for more.

Interview preparedness requires asking yourself potential questions you may be thrown during the actual interview. It is important that in the selection process the company's needs and your own will come to terms. This is the signle most important consideration during the call center application interview process. Please comment below for more questions and I will be more than happy to answer or check out previous asked here. Thank you again for reading and I hope you enjoyed this blog as much as I enjoy writing. :)

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