operate new computer programs very fast.

I am a
team player, and I get along with people very well.
Those are my strengths. As for my weaknesses, I
Call center companies in the guess my biggest weakness is working too much
Philippines are typically looking for people who are and not knowing when to stop. I would say that
conversant in English. this is a weakness because sometimes, I would
render too much over time that it becomes
Call Center Interview Question 1: Tell me detrimental to my health.
something about yourself. Call Center Interview Question 5: What makes
Call Center Interview Answer 1: Well, I can say you qualified to work in a call center?
that I am a person with varied interests. During my Call Center Interview Answer 5: I am qualified to
spare time, I like to sketch anything that I see on work in a call center because I possess qualities
the street such as a dog passing by or a little girl which makes one a good call center agent. I am
buying candy from the neighborhood store. These very flexible; I don’t have complaints with shift
things fascinate me. I guess I like to observe work or working at nights and with split days off. I
people. On Sundays, I do volunteer work at an am willing to learn, and I am not intimidated with
orphanage. My volunteer work consists of learning new things. I am very patient, and I know
encouraging wealthy people to donate money to how to deal with stress. I believe that these
the orphanage. What we do is we go to the qualities make me qualified to work in a call
upscale neighborhoods of the city and tell them center.
about the orphanage. When I have the time, I also Call Center Interview Question 6: Why do you
like to read novels, and play basketball. want to work for our company?
Call Center Interview Question 2: What is your Call Center Interview Answer 6: I have heard
idea of a call center? nothing but good things about this company from
Call Center Interview Answer 2: My idea of a call people who have worked here. People say that the
center is that it is a place where people take calls accounts here are very stable, the management is
from customers and deliver superb customer kind to its employees, and everyone is friendly.
service experience. I know that the people who Call Center Interview Question 7: What has been
work for call centers are extremely flexible people your most significant achievement?
who adapt to different cultures, different people, Call Center Interview Answer 7: My most
and different schedules all at the same time. significant achievement would have to be
Call Center Interview Question 3: Why do you graduating from college. I say this because for four
want to work in a call center? years, I have labored so much to get good grades
Call Center Interview Answer 3: I’d like to work in and recognition and it all culminated in my
a call center because I have the skills to match the achievement of a college diploma
ones needed for this job. I graduated as a nursing Call Center Interview Question 8: Give me one
student and during our on-the-job training, I quality that you have which will not make me
learned a lot about communication skills and how hire you.
to deal with people. As a nursing graduate, I am Call Center Interview Answer 8: A lot of my friends
skillful in dealing with difficult people and patient say that I am a perfectionist. I never consider
in working with irate clients. In my course, we something done as long as I don’t find it perfect. In
were taught how to be good listeners which I my previous job, I sometimes would go on over
know, is a very valuable skill in this industry. time just to make sure that I complete all my tasks;
Another reason I want to work for a call center is and they are done to perfection. I show up for
because I know that the benefits and pay in the work every day, and I am never late. I remember
call center industry are better compared to those that when I was still in school, I never missed an
in other industries. I also know from my friends assignment or a project. I also remember that
that the chances of career growth in this industry whenever we were tasked to come up with a play,
are high. In the past, I have heard of people I would always be the one who would be insisting
getting promoted overnight. that we practice three times a week, and all my
Call Center Interview Question 4: What are your classmates would complain and get mad at me
strengths and weaknesses? saying that they only want to practice once a
Call Center Interview Answer 4: I am a very week. Being a perfectionist can be bad especially
patient person capable of dealing with irate and when the people around you are lazy but I believe
demanding customers. I can think out of the box, that in certain situations, it can be a valuable trait.
so I have exceptional problem-solving skills. I have
good communications skills, and I can learn how to Call Center Interview Question 9: How do you see
yourself five years from now? skills, multi-tasking skills, and I am a fast learner. I
can guarantee you that I will be able to deliver
Call Center Interview Answer 9: I see myself what is being asked of me, and I will give my one
working for this same company but with a higher hundred percent to this company. I know that I
position. have what it takes to become a good customer
service representative.
Call Center Interview Question 10: What are your
goals in life?
10 Call Center Interview Questions you
Call Center Interview Answer 10: My short term
MUST be Prepared For
goal is to have a stable job with this company.
After working for a couple of years with this
company, I would like to see myself take on more Working at a call center is a rewarding experience
responsibilities like maybe become a supervisor or with lots of opportunity for social interaction –
a trainer. Meanwhile, my long term goal is to have with your peers as well as with people at the other
an upper management level position with this end of the telephone line. Most call center jobs
company. offer convenient hours, tons of benefits and a
high-tech workplace that is comfortable and safe.
Call Center Interview Question 11: What do you In addition, the growth prospects at a call center
know about this company? are tremendous. Starting at the agent level, you
can work your way up the ladder to senior
Call Center Interview Answer 11: I know that this executive, team leader, group leader, program
company is one of the leading companies in the manager and then senior manager operations. The
call center industry. You have several sites in the pay is great and the opportunity is fantastic.
world, one in Atlanta, and four in Dallas. You have
several accounts; most of them are medical and Here are some basic call center courses you can
financial accounts. I also happen to know that take to prepare you for the interview:
most of the accounts in this call center company
are very stable because this is what my friends Below, you will find questions related to outbound
who work here tell me. sales and inbound customer service. These are the
two major categories in call center jobs. Some are
Call Center Interview Question 12: What is your more specialized than others, but these questions
idea of quality customer service? will cover whatever you need to know to
successful attend a call center interview for the
Call Center Interview Answer 12: My idea of position of customer service/sales executive.
quality customer service is going out of your way
or going the extra mile to provide customer Inbound Customer Service
service or to help customers. It is not simply
providing assistance according to what you are These questions will cover the basics of phone
expected of. customer service, call etiquette and other
essentials of inbound customer service call
Call Center Interview Question 13: What is your centers.
expected salary?
1. Why did you leave your last position?
Call Center Interview Answer 13: Whatever
amount you give to people with my qualifications
This is a tricky question because “anything you say
would be fine.
can and will be held against you!” Be careful and
only answer with a positive tone. You can say that
Call Center Interview Question 14: Why should
you didn’t find the job challenging enough for your
we hire you?
skills, or that the workload was sporadic and you
spent, say 40%, of your time on ‘idle’ mode. Never
Call Center Interview Answer 14: I have all the
speak ill of your last employer because it shows
qualities that a good call center agent should
that you will do exactly the same once you leave
possess. I am punctual, disciplined, patient, and
this one! Protect the image of your previous
flexible, and organized. You won’t have any
employer, and your current one will respect you
problems with me when it comes to attendance
for it.
and my behavior. I have good communication
2. How would you handle an angry call from a Make sure you do your homework/research
customer? before you answer: My average call handle time
was about X minutes at my previous job. On a
First, you need to allow them to vent their anger. If similar campaign I can typically make 60/X calls per
they are abusive, tell them you’re willing to listen, hour. On a predictive dialer I can usually make 10
but only if they stop using profanities. Next, hear to 20 percent more calls.
what they have to say and note down key points.
Third, re-state the main points so both of you are 7. What are your strengths and weaknesses?
clear about the situation. Fourth, find a solution
that fits within your company’s policies and can Your answer should be relevant to telemarketing,
redress the customer’s problem. Fifth, confirm so you could say: I have the ability to talk
that the problem has been solved and that the effectively and persuade people. I am a good
customer is satisfied with the solution. You may listener, and that helps me identify customer
not be able to do all of this in one phone call, but needs so I can sell more effectively. My one
this is the essential process. The important part is weakness is that I sometimes get too involved with
to keep your cool at all times, and genuinely try to customers, but I have counseled with my previous
find a solution that will make the customer happy. manager on this and I believe I no longer have that
problem.
3. Have you ever had conflict with your team
leader or manager? 8. What are your goals as a telemarketer?

This can be your answer: No, my work ethic is Your answer: My goal is to have a very short
strong, so there’s been no reason for conflict. learning curve on this particular product portfolio.
However, at times I have had disagreements on By doing this, I can aim to be among the top
how to resolve a particular problem for a performers in the next 3-6 months. After showing
customer, but I have always been able to talk it consistent results for another 6 to 12 months, I will
out and find a solution that my team leader has aim to become a team leader in the same
supported. company because I believe that growing with the
same company will give me a strong foundation
4. Are you able to work with multiple phone for my career growth.
lines?
9. How do you handle a customer who starts
Your answer: Yes, this has been part of my yelling at you as soon as they pick up and find
training, and my previous job entailed handling out that you are a telemarketer?
several lines. I have good multi-tasking skills and
my previous employer can vouch for this. Your answer: Not every customer is in the right
mood for a sales call, and I understand that. Irate
5. How would you handle a high pressure customers are part of the game, and I can easily
environment? calm them down with an apology; however, I will
usually attempt to get a callback time so a valuable
Your answer: I am highly organized, and I prioritize potential customer doesn’t lose out on the great
my workload so that everything gets done on time benefits your products can give them.
and with high quality. I also leave room for urgent
tasks that might be assigned to me so that my 10. What do you do if the dialer puts a Do Not
schedule is basically unaffected by emergencies. Call number through to you by mistake?

Outbound Telemarketing Your answer: As soon as I know that this is a DNC

number, I will apologize at once to the customer
These questions are often asked of candidates for the error and assure them that their number
aspiring to a position as a telesales representative. will be immediately included in our internal DNC
list. I will also make a note in the CRM application
6. How many calls per hour can you make on an so even if the system error happens again the next
average campaign? agent won’t be forced to deal with an escalated
problem. I will also report the problem to my team
leader or manager as soon as I hang up.