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.