11 Common Call Center Interview Questions and Answers (Updated)
The call center boom in the Philippines is making waves, and it has become a major contributor to the country’s growing middle-class. Unlike other job opportunities, call center jobs offer above-average salary, excellent career growth, and often, a fun working environment. Although a good command of the English language is a primary requirement to be an agent, it takes more than that to pass the interview stage. So, if you want to break into the call center industry, LikeJobs discusses the most common call center interview questions and answers in this post.
This is a universal question asked across different industries because it just puts the applicant in the pressure cooker. Many jobseekers make the mistake of mindlessly answering this question by talking about everything under the sun. However, the hiring manager wants to know your professional qualities because the whole point of a job interview is to evaluate whether you’re qualified for the position or not.
This is one the toughest and most frequently asked questions in a call center interview. It’s easy to answer your greatest strength, but few would even admit to have a weakness, especially when a potential job is on the line. Instead of answering clichés such as you work too hard or you’re too dedicated, you could mention a certain weakness that you’ve already overcome. For instance, you could say that coming to work on time used to be a problem, but you’re currently working on going to work earlier. If you’re quite comfortable with how the interview is going, however, you could crack a joke by saying that ‘chocolate’ is your biggest weakness. For more information on how to answer this question, read LikeJobs’ article called ‘4 Clever Answers to the Question: What’s Your Biggest Weakness?’
This isn’t the negotiation stage yet, but this question will give you leverage once there’s already a salary offer. The secret is to know the industry standard, and based on your skills and experience, choose a figure you like. Don’t give a very high asking salary because the company might not be able to afford you. Also, don’t give such a low expectation either because may stop you from negotiating a better deal in the future. Give a specific range, such as P15,000 - P20,000, so both you and the hiring manager have options. Never ask the hiring manager questions like ‘How much does this position typically pay?’ because you’re going to look like you’re clueless about the industry standard. To stop saying anything that could cost you the job, check our article called ‘Things You Don’t Say During Salary Range Negotiations’.
If your only reason for applying is the company’s high salary, the interviewer might think you’re just in it for the money. This means you’re likely going to bolt if you find another place that offers better compensation. Answer this question by saying that the position is an excellent match to your skills, experience, and goals. Remember to convince the recruiter that you’re the perfect person for the job.
If you used worked for call center jobs in Makati, then for sure you know what the job of an agent is. If you have zero work experience, however, it’s still better to do a little research on what a typical agent does in every shift. If you want to know more about what an agent does on a daily basis, read our previous post called ‘Customer Service Representative: What to Expect from this In-Demand Job’.
Although call center jobs offer competitive salaries and fast career growth, all call center professionals work on holidays, weekends, at night, and sometimes on shifting schedules. Is it all right for you to miss Christmas and New Year because of work? Are you willing to reverse your cycle to accommodate a graveyard shift? Can you work from the graveyard shift to mid-shift with just a few days’ notice? This is the reality of call center workers because their clients come from different time zones. If you’re not sure if you can handle the schedule, think twice before applying.
Knowing what customer satisfaction means is the core skill of all successful agents. Whether you’re an experienced agent or a first-timer, you should have a good idea of what customer satisfaction is all about. Simply put, this is about your ability to deal with a customer no matter how irate he or she is. It’s important to know the customer’s issue, preference, and requirements so you can give 100-percent satisfaction every call.
Most people would answer that they want to have a family with at least two kids, a nice car, and a house. Although there’s nothing wrong with this, be sure that your response is career-related. For instance, you could say you want to be promoted as team leader next year, then become the operations manager in three years. Remember that the more specific the answer, the more impressed the recruiter will be.
Interviewers ask this question because they want to know if you’re going to criticize your former employers. Criticizing your past bosses would make you look bad because the hiring manager would think that you’re going to do the same thing when you leave them. Although leaving a company might be a negative event in your professional life, you could put a positive spin on it by saying that the job wasn’t the right one for you to begin with. In case you have to mention tasks that you didn’t like in your previous jobs, make sure they’re not included in call center jobs you’re applying for. For a complete discussion on how to answer this question, read our article called ‘5 Tips to Answer the Question: Why Did You Leave Your Last Job?’.
To answer this question correctly, think of yourself as a product that you have to market. Answering this question distinguishes the best candidates from the good ones. List down your strengths and consider if these are what the job wants. For instance, you could say that you’ve worked with European, Latin American, and Australian accounts in your previous jobs. This experience gives you the ability to deal with customers from various cultures.
This is another tough call center interview question because it makes you choose which person you don’t like. Call center companies are big; and teams often consist of several people you have to work with on a daily basis. In short, you don’t really have a choice but work with a person even if you don’t really ‘like’ him or her. If a hiring specialist asks you this question, you could say that you can’t work with a selfish person or someone who can’t work in a collaborative environment. Make sure you don’t look like a whiner when answering this question. If possible, mention a past experience that makes it difficult for you to work with these people.
These are just some of the most common call center interview questions and answers. Whether you’re applying as a manager or agent, always prepare before the interview because it shows professionalism and seriousness.