8 Call Centre Interview Questions (With Example Responses)
By Indeed Editorial Team
Published 13 April 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Call centres provide customer service on behalf of the companies that hire them by responding to customer concerns or issues regarding the company's product. To impress your potential employer, you may want to showcase your customer relations and problem-solving skills during an interview. Learning about common interview questions can help you prepare your answers and perform well in a call centre interview. In this article, we discuss common interview questions for a call centre representative position and potential answers to these questions.
8 common call centre interview questions
To help you prepare for an upcoming call centre interview, here are some potential questions an interviewer may ask with sample answers:
1. What is the role of a call centre representative to you?
On the most basic level, a call centre representative answers questions and offers advice to customers on a company's product or service. You may want to prove you understand the fundamental purpose of this position so you can highlight your related skills. You may also take this opportunity to showcase your commitment to helping others and your natural ability to problem-solve. If the company specialises in selling a particular kind of product, offer your expertise on that product. Mention any relevant experience in either the customer relations field or with the product.
Example: 'A call centre representative is the customer's first interaction with the company they called, and therefore I would have a responsibility to represent the company's values in this role. If the customer's having a problem, I can comprehend their issues and concerns and determine the best solution based on the information I have available. If the customer's having issues with their phone, for example, I would first ask if the phone is turned on, and if it's charged. I would provide the customer with steps for plugging the phone in and turning it on.'
2. What skills do you bring to a call centre representative role?
Outlining your customer service and problem-solving skills may be most effective way to answer this question. It can help you prove to potential employers that you're an eloquent speaker with the capacity for active listening. If you have an anecdote regarding your time management skills, feel free to share it. Mention any prior experience you have with these varieties of skills. Responding thoroughly and confidently may help make your case that you are an experienced conversationalist with a knack for answering questions completely. If the job description mentions any specific attributes, like a friendly attitude and quick thinking, you may want to mention these in your response.
Example: 'In my past customer relations experience, I have utilised my active listening and critical thinking skills to best assist customers in a timely manner. I make sure to completely answer their questions and care for their concerns, but I also understand that I have a limited amount of time to answer all these calls in a day. I want to help as many customers as possible, leaving them with a positive impression of the company. I think it's especially important to have a good attitude. I can help put a frustrated customer's mind at ease by maintaining positivity.'
3. What is quality customer service in your opinion?
Use an opinion-based question as an opportunity to express your enthusiasm for the goal of your potential new position. You may want to build your answer around the tenets of the position, such as treating the customers with respect, solving problems for others and ultimately making them feel heard. Even if you have not had a customer service job, you can draw from your own experience with customer service lines. Regardless of how you would like to address it, consider what skills this company may appreciate in a customer service representative and if you exhibit those skills.
Example: 'To me, quality customer service is when I feel like the representative is hearing my issues and is putting in an honest effort to help me. I appreciate when the representative not only explains how to plug my phone in, but how to turn it on, and they walk me through the process. A customer service provider who understands my issue and empathises with me makes me grateful that I purchased a product from this company. In my past customer service positions, I felt I'd done a good job if the customer left the call satisfied. I hope to bring this philosophy to this position.'
4. How do you first start speaking to a customer?
Depending on the organisation you're applying for, some call centres provide their representatives with a script to read, while others train their representatives on certain practices to effectively answer questions. Offer your experience in either area and emphasise your adaptability in conversation. There may be some definitive steps your potential employer requests, such as first collecting the customer's information before taking down their concern and ending the call asking if there is anything else you can do to help. You can mention that your conversational ability allows you to follow specific guidelines while still being genuine.
Example: 'Before anything else, I introduce myself to the customer and ask for their name and a callback number in case we get disconnected. This helps personalise the conversation to the customer and offer a failsafe in case the call drops. From there, I ask them to describe the nature of the problem, allowing them to explain their issues in their entirety before I offer solutions. If they're calling with an issue, I apologise for the inconvenience it's caused them and promise to do what I can to resolve the problem.'
5. How do you assist unsatisfied customers?
Since customers typically call centre representatives when they're having an issue, you may encounter customers who are frustrated and unhappy. Describe your experiences with difficult customers and how you handled their concerns. You may want to tell your potential employer your goals for resolving a difficult call, such as providing a solution to the customer and possibly improving their mood. If you're unable to do either of those things, you may also mention that you know when to reach out to a supervisor for assistance.
Example: 'I once attempted to help an older woman whose phone wouldn't turn on, but she didn't seem to realise she was communicating with me over the phone. I calmly apologised for her inconvenience and asked her what issues she was encountering. When she began raising her voice, I asked her if she would like to speak to a manager who could possibly help resolve her issues. I tried to make her feel heard, even while she was frustrated.'
6. How would you improve your customer relations?
If a potential employer asks about your personal feelings towards improvement, answer honestly. Provide them examples of situations in which you sought to improve your interpersonal skills in a professional setting. It may help to have an anecdote ready about a time you adapted to a new problem. Your employer may be interested in hearing about your willingness to improve yourself. You could mention that you're willing to absorb new techniques into your repertoire to ensure you're providing excellent customer service.
Example: 'I believe everything can be a learning experience if you're open to the possibility. In my last position, I requested a meeting with my supervisor to get an understanding of my strengths and weaknesses from their perspective. I like to stay ahead of my personal shortcomings by requesting constructive criticism so I know how to improve. I'm always looking to expand on my customer service training, and it's a point of pride for me to learn about new techniques when my employer offers the opportunity.'
7. Why do you want to work in a call centre?
You can impress your potential employer by explaining how your prior experience and your professional journey for self-improvement led you to this new challenge. Reference the unique demands that a call centre offers, like a fast-paced environment that challenges you to constantly adapt or the opportunity to strengthen your interpersonal skills.
Example: 'A call centre allows me to use my strongest professional assets: my communication skills and my problem-solving skills. When I interact with a customer, I get to develop a rapport with them while I solve their problem. I get the same satisfaction out of solving their problems that I get from solving a puzzle.'
8. How do you encourage customers to purchase additional products or services?
If your position is paid on commission, your employer may be interested in your sales abilities. You can emphasise your active listening skills by suggesting products to the customer that they appreciate or take the opportunity to offer a package upgrade on their service if it would better suit their preferences.
Example: 'A customer called in with an issue with their Internet speed. I looked up their plan and discovered they had the lowest speed plan, so I suggested that they upgrade to the next highest plan for a small additional fee every month.'
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