Question Overview: Call center representatives need to be able to handle angry customers. They need to be able to listen to the customer and empathize with them, but they also need to be able to keep the customer calm. A representative needs to be able to resolve the issue quickly and get the customer off the phone.
Sample Answer: I would try to understand what the customer is upset about and why. I would then try to help them understand that I can't help them if they're angry. I would then ask them if they'd like me to call them back when they're calmer.
Question Overview: A difficult situation can be anything from a customer being rude to a computer glitch. The best candidate will be able to explain how they handled the situation, what they learned from it and what they would do differently next time.
Sample Answer: I once had a customer who was very upset that we were out of stock on a certain product. I was able to offer him a similar product at a discount, which helped him calm down and accept the situation.
Question Overview: Call center representatives deal with a lot of upset customers, and it's important to be able to deal with them in a productive way. The best candidates will have had experience dealing with upset customers and will be able to explain how they handled the situation.
Sample Answer: I was working in an inbound call center, and a customer called in furious because he couldn't get through to us. He was yelling at me, and I was getting frustrated. I took a deep breath and asked him to tell me what his problem was. He calmed down a bit, and I was able to help him.
Question Overview: Call center representatives need to be friendly and helpful. They need to be able to listen to a customer's problem and respond with the right information. They also need to be able to work with a team, since they'll be working with other representatives and supervisors.
Sample Answer: I'm a people person. I love helping others, and I'm good at it. I also like the teamwork aspect of call center work. My co-workers are great, and we have fun together.
Question Overview: A candidate who is looking to improve their customer service skills will be a valuable addition to any call center. A candidate who is willing to work on their weaknesses and improve them will be a great asset to the company.
Sample Answer: I want to improve my ability to deal with angry customers. I've been working on my listening skills, and I think that will help me keep my cool when dealing with frustrated callers.
Question Overview: A customer concern can be anything from a billing problem to a product issue. The best way to handle it is to listen to the customer, understand their concern and then find a solution. It's important to keep the customer informed throughout the process, and a good representative will be able to do that in a way that keeps their customer calm and satisfied.
Sample Answer: I always try to keep the customer calm. I'll ask questions to get more information about their concern, then I'll look up their account and see what I can do.
Question Overview: Call center representatives need to be able to work with a variety of people. They'll be working with supervisors, other representatives and customers. They'll need to be able to work with all of these people in a professional manner, even when they're having a bad day.
Sample Answer: I was able to talk to the employee and find out what was going on. We were able to work together and resolve the issue.
Question Overview: Many call centers require a drug screen and background check before hiring. This is a good sign that the company takes the safety of their employees seriously.
Sample Answer: I've never used drugs, and I'm happy to pass a drug screen and background check.
Question Overview: Call center representatives need to be able to juggle multiple tasks at once. They may need to listen to a customer, look up information on the computer, type up notes and communicate with other employees. They may also need to do this while talking on the phone. A candidate who has experience with multitasking will be able to demonstrate their ability in an interview.
Sample Answer: I was working at a call center when we had a major issue with our software. We had to update it immediately, but we were swamped with calls. I was able to help customers while I worked on updating the software.
Question Overview: A streaming call center is a call center that is set up to handle incoming calls from customers who are watching a live video stream. The representative will be able to see the customer and the customer will be able to see the representative.
Sample Answer: I've worked in a streaming call center before. I was able to see the customer and they could see me. I think it's important to be able to read the customer's body language and tone of voice.
Question Overview: Call center representatives need to be able to handle a lot of stress. They need to be able to deal with angry customers, and they need to be able to handle the pressure of having a lot of calls come in at once. They also need to be able to work well with others, since they'll be working as part of a team.
Sample Answer: I've been in customer service for years, and I've learned that the best way to deal with angry customers is to listen and empathize with them. I've also learned that the best way to handle high call volumes is to work as part of a team.
Question Overview: A candidate who is looking for a job that is challenging and fast-paced will be a better fit in a call center. The job requires the ability to multitask, so it's important that the candidate is able to handle stress and work in a high-volume environment.
Sample Answer: I'm looking for a job that will keep me on my toes. I like being busy and having to multitask.
Question Overview: The best way to answer this question is to talk about how you're a great fit for the company. The candidate should highlight their experience and skills that are most relevant to the position.
Sample Answer: I'm a great fit for this position because I have experience in call center work and I'm familiar with the products you sell. I'm also a quick learner, so I can get up to speed quickly.
Question Overview: The candidate should be able to explain why they're interested in working for Google. They should be able to explain what they like about the company and what they're looking forward to.
Sample Answer: I'm really interested in the company's mission. I'm looking forward to being a part of the team that helps people find information and answers.
Question Overview: Call center representatives are under a lot of pressure to perform well. They have to deal with angry customers, handle high volumes of calls and work quickly. They need to be able to relieve stress in order to maintain their composure and do their best work.
Sample Answer: I like to listen to music or take a walk when I feel stressed.
Question Overview: A candidate who is interested in advancement will be more likely to put in the extra effort to learn new skills and take on new responsibilities.
Sample Answer: I'd like to advance in the company. I'm willing to take on new responsibilities and learn new skills.
Question Overview: A call center representative needs to be able to give directions to people who are unfamiliar with the area. The representative needs to be able to describe how to get from one place to another in a way that is easy to understand and follow.
Sample Answer: I would describe the route from your house to the office as follows: First, you'll want to take a left out of your driveway. Then, you'll want to take a right at the stop sign. After that, you'll want to take another right at the light. Then, you'll want to take another right at the second stop sign. After that, you'll want to take another right at the light. Then, you'll want to take another right at the third stop sign. After that, you'll want to take another right at the light. Finally, you'll want to take another right at the fourth stop sign. You should see our building on your left.
Question Overview: A scheduling center employee needs to be able to work with a variety of people, including the scheduling coordinator, the call center manager and the call center representatives. They'll need to be able to communicate effectively and efficiently with all of these people.
Sample Answer: I'd like to learn more about the scheduling software. I'd also like to get to know my coworkers better.
Question Overview: Call center representatives are the face of a company to many customers. They need to be friendly, helpful and able to handle a lot of stress. The right candidate will have a genuine interest in helping people and will be able to communicate that interest in their answer.
Sample Answer: I love helping people. I've always been that way. I'm good at it, too. I want to help as many people as possible, and I think this is the best way for me to do that.
Question Overview: Call center representatives are often given a lot of freedom to work independently, but they'll still need to work with their managers from time to time. When they don't agree with a manager, they should be able to express their concerns in a professional manner.
Sample Answer: I didn't agree with my manager's decision to close the call center early one day. I expressed my concerns in a professional manner and was able to come to an agreement that worked for both of us.