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: The most difficult situation a representative can face is a customer who is angry and upset. It's important to remain calm and collected in these situations, and it's also important to remember that the representative is not the one at fault. The representative can help the customer by listening to their concerns, empathizing with them and trying to find a solution.
Sample Answer: I once had a customer who was very upset because he couldn't find a product on our website. I was able to find the product for him, but he was still upset because he had been looking for it for a long time. I listened to his concerns and helped him find what he was looking for.
Question Overview: This is a fun question that gives you a chance to show off your personality. The candidate should describe their day in detail, and they should be sure to include the following: what they would do for work, how they would exercise, how they would keep in touch with family and friends, and how they would keep their sanity.
Sample Answer: I'd start my day by exercising for an hour. I'd then spend the rest of the day working on projects for NASA. I'd also spend time reading books and writing letters to my family and friends. I'd also write a blog about my experience in space.
Question Overview: Call center representatives need to manage their time effectively so that they can handle all of the calls that come in. They may have a lot of calls to handle, and they may have to handle a lot of calls in a short period of time. They need to prioritize their calls and be able to quickly get to the most important ones.
Sample Answer: I make sure to prioritize my calls. I know that some customers are more important than others, so I make sure to get to those customers first.
Question Overview: A candidate who is currently working in a call center will have a lot of information about the job, and they'll be able to speak to the challenges and rewards of the position.
Sample Answer: I'm currently working as a customer service representative for a large company. I've been there for two years, and I'm very happy with my job. I enjoy helping people solve their problems.
Question Overview: Call center representatives need to be able to sell their company's products and services. They need to be able to explain the benefits of the product, how it will help the customer and why it's worth the price. They also need to be able to handle objections and close the sale.
Sample Answer: I've sold a lot of things in my life. I've sold my time, my skills, my possessions and even myself. I'm comfortable with selling, and I'm good at it.
Question Overview: Call center representatives are often the first point of contact for customers who are upset. They need to be able to resolve conflicts in a way that makes the customer feel heard and understood.
Sample Answer: I had a customer who was upset because she couldn't find the product she wanted on our website. I was able to locate it for her and explain why it wasn't listed. She appreciated my help and was satisfied with my resolution.
Question Overview: The right candidate will have a positive, outgoing personality that will help them engage with customers.
Sample Answer: My friends would describe me as a fun person to be around. I'm always looking for new ways to make people laugh.
Question Overview: Call center representatives will have to work with their supervisors and managers to resolve problems and issues that arise. It's important that they can communicate effectively with their supervisors and that they can work together to find the best solutions.
Sample Answer: I disagreed with my supervisor about how to handle a customer's complaint. I felt that the customer was being unreasonable, but my supervisor felt that we should make an exception for the customer. I was able to show him that our policy was in place for a reason and that we could not make exceptions.
Question Overview: Call center representatives need to be able to handle stress and difficult situations. If they can't handle the stress, they'll be more likely to leave their job. The candidate needs to be honest and explain why they left their last job without making it sound like it was the employer's fault.
Sample Answer: I left my last job because I felt that I wasn't being challenged enough. I'm looking for a position where I can learn new skills and advance my career.
Question Overview: A good representative will have a positive attitude about customers. They'll understand that not all customers are the same, and they'll be able to deal with customers who are upset or angry. They'll also be able to identify when a customer is trying to scam them, and they'll know how to handle those situations.
Sample Answer: I believe that every customer deserves respect. I'm always willing to help them, even if they're upset. I also know that there are some people who will try to scam me, so I'm always on the lookout for those situations.