Interview Guide For Call Center Agent

Final Project for English 2- Speech Communication
Interview schedule guide for call center agent/s
I.
1. What standard greeting do you use when a customer calls up?
2. What polite speech or expression do you use in your opening scripts? Why do you use polite
scripts? What do these expressions indicate?
3. How do you address you callers? Do you call them by first names? What other titles or
honorifics have you used to show respect for clients?
4. Do you also make requests to your customers? What polite expressions do you use in making
requests?
5. Do you think, it is important to use polite words in making requests to your customers? Why?
6. Was there a time when you make an apology to your customer? In what specific situation do
you apologize? What words or phrases do you use when you apologize?
7. Have you encountered conversing with an angry customer? How did you react in that
situation? Is there still a need to show politeness with an angry customer? Why?
8. Do you ask permission when you put your caller on hold? In what manner do you do so?
9. How do you end a conversation? Who hangs up first?
II.
1. Was there a time of miscommunication/misunderstanding between you and the customer? Do
you remember the reason or cause of that misunderstanding? Please describe the situation.
2. In which area of English communication have you encountered any problem? Is it
Pronunciation, accent/intonation, grammar, vocabulary/idioms, listening comprehension?
3. Have you experienced difficulty or problem in pronunciation that somehow caused confusion
on the part of your customer? Or was there a time when a customer complains that he/she has
trouble understanding you because of you accent or intonation? How did you solve this kind of
problem?
4. Do you have trouble understanding foreign accent? If there is instance that you find it difficult
to understand the accent of the caller, what communication strategy do you use?
5. Have you encountered problem in your conversation with a customer due to errors in grammar
such as agreement between subject and verb, pronoun and preposition usage, verbs, correct use
of tense? Have you attempted to correct your mistakes? How do you make amends in your
mistakes?
6. Have you experienced groping for an appropriate word to use in a certain situation? What
words or expressions do you usually use in your interaction with a customer?
7. Was there a time when a customer does not understand your explanation and then tells you
that you are “beating around the bush” or are “long-winded” in your explanations? What did you
do to make your message clear?
8. Was there a time when you can hardly understand the problem of a customer or the message
that he/she conveys? What did you do to better understand what the customer was telling you?
9. Was there a time when you were not able answer immediately the customer’s query or give
solution to the problem right away? How do you solve the problem?
10. Have you experience conversing with an angry or unhappy customer? How can you tell if
your customer is angry or frustrated? What are the verbal cues or the words and the tone of voice
of the customer as they talk?

11. How do you demonstrate sympathy and understanding to an angry caller? In what manner do
you say or express it? What words will you use to repair the situation?
12. What strategy or creative solutions have you made in dealing with an angry caller? How do
you handle or take control of the call or conversation?
III.
1. Does the company provide language training for call center agents? How was the language
training so far?
2. How do you feel about the training? Do you like it?
3. How do you feel the instructors, the topic, and the presentation? Did the instructors give clear
presentations of the topics?
4. Was the material used relevant to your work as call center agent? What are the knowledge,
skills, and attitude that were taught in the training program?
5. How much have you learned from the language training? Were you able to apply the things
that you have learned from the training into your actual job? Can you cite some of these?
6. Do you think the call center industry has provided you with enough training for your job?
What were included in the language training program of the industry?
7. Which area/aspect of the English language included in the training program has been a big
help in your exchange/transaction with the customer?
8. Is scripted language given as part of your training? In what way is this scripted language
helpful in your task?
9. Is the use of scripted language relevant in all situations? What strategy do you use when it is
not relevant to the problem presented by your customer?
10. Is there a need to improve the language training program which the call center has provided
for the call center agents? What do you think must be included in the training program to better
equip call center agents for the job?
11. Is there a noticeable change in your performance brought by your language training? Are you
aware of these improvements in your language performance? Can you mention some of these
improvements?
12. How did the training help enhance your interactional skills?
13. Has the company received good comment and compliments from customers of the improved
over-all language performance of agents? What are these comments/compliments?
Comments and Suggestions:
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Name and Signature of the CCA
____________________________________

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Final Project for English 2- Speech Communication

Interview schedule guide for call center agent/s

1. What standard greeting do you use when a customer calls up?

scripts? What do these expressions indicate?

honorifics have you used to show respect for clients?

9. How do you end a conversation? Who hangs up first?

1. Was there a time of miscommunication/misunderstanding between you and the customer? Do

2. In which area of English communication have you encountered any problem? Is it

Pronunciation, accent/intonation, grammar, vocabulary/idioms, listening comprehension?

words or expressions do you usually use in your interaction with a customer?

do to make your message clear?

of the customer as they talk?

you handle or take control of the call or conversation?

2. How do you feel about the training? Do you like it?

presentations of the topics?

skills, and attitude that were taught in the training program?

What were included in the language training program of the industry?

help in your exchange/transaction with the customer?

helpful in your task?

not relevant to the problem presented by your customer?

equip call center agents for the job?

over-all language performance of agents? What are these comments/compliments?

Comments and Suggestions:

Name and Signature of the CCA

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