14 Call Center Interview Questions & Answers _ Masterson Staffing

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14 Common Call Center Job Interview Questions & How to Answer Them February 10th, 2017 Written by: Molly Masterson

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Providing outstanding customer service is paramount for all companies — with 76% of consumers saying they view customer service as a “true test” of how a company values them, according to a 2015 Aspect report (https://www.aspect.com/uk/company/newsand-events/press-releases/customer-serve-thy-self-new-study-reveals-millennials-desirefor-self-service-digital-interaction-to-change-customer-service-forever).

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As a result, companies are looking to staff their customer service call centers with highlydetailed and friendly employees who can provide that outstanding service, as well as thrive in a fast-paced environment. Masterson Staffing Solutions (https://www.mastersonstaffing.com/about-us/) has years of experience connecting talented individuals with various call-center job opportunities. So, if you’re preparing for a call center job interview, we’ve compiled some of the most commonly asked questions you’ll likely to encounter — as well as tips for successfully answering them.

General Interview Questions Regardless of the industry or job title, all job seekers will likely encounter the following Call: 855-755-5627 (tel:855-755-5627) interview questions: 1. Tell me about yourself.

This question is usually the opening ice-breaker. Take this time to highlight your accomplishments, strengths and previous job experience, while also mapping them to some of the specific desired qualifications outlined in the job description. Be professional, but also show some personality. Beyond your experience and skills, interviewers are also trying to determine if you’ll be a good cultural fit. Your answer should be something like: Click to see the answer. 2. Why did you leave your last job?

Honesty is definitely the best policy here, but avoid disparaging your former employer. Some great responses could be: Click to see the answer. 3. Why do you want to work for our company?

Interviewers want to understand your career intentions, as well as know if you’ve done your company research. Share something you’ve learned about the company’s mission, values or reputation, and tell interviewers why it’s important to you. Your response could sound something like this:

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Click to see the answer. 4. What are your strengths and weaknesses?

Once again, match your strengths to the preferred skills and qualifications in the job description to reinforce that you’re a strong candidate. When it comes to weaknesses, look for ways to turn them into strengths. For example, you might say: Click to see the answer.

For more ideas on the skills you should highlight, check out the seven skills we believe every call center agent should have (https://www.mastersonstaffing.com/blog/7-inboundcall-center-agent-skills/). Call: 855-755-5627 (tel:855-755-5627) 5. What questions do you have for us?

This question not only gives you the opportunity to learn more about the position and the company, but also the ability to promote your skills and desire to become a part of the team. Compile a few questions while doing your company research. Some questions you may want to ask, as well as some potential follow up responses, are: Click to see the answer.

For more general interview questions and tips, Read 14 Commonly Asked Job Interview Questions & How to Answer Them (https://www.mastersonstaffing.com/blog/commonjob-interview-questions/).

For Call Center Agent Job Seekers Whether this would be your first or next position as a call center agent, you can expect many of the following questions: 6. What’s your idea of a call center?

If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.

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You should also pay special attention to what kind of call center you are applying for. Inbound call centers field the customer calls placed towards a business and your time will be spent addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform telemarketing, and more. For example, if you’re applying for a customer service call center position, your answer might be: Click to see the answer. 7. Why do you want to work in a call center?

Illustrate your knowledge of a call center’s atmosphere and the unique demands you’ll Call: 855-755-5627 (tel:855-755-5627) face in the position. For example, you could say: Click to see the answer.

To learn a bit more about what it’s like to work at a call center, read our answers to the six most common questions job seekers have about working in a call center (https://www.mastersonstaffing.com/blog/6-common-questions-working-call-center/). 8. What is your idea of quality customer service?

Interviewers want to know what you think quality customer service is and how you would deliver it. Your response could sound something like this: Click to see the answer. 9. How would you handle a call from an angry customer?

Angry customer calls are a reality for any call center. Tell interviewers the steps you would take to de-escalate the situation and solve the problem. Be detailed in your response and emphasize that staying calm and empathetic during the call will be key to coming up with a solution the customer will be happy with. For example, you might answer: Click to see the answer. 10. Are you able to work with multiple phone lines?

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If you have previous call center experience, answering yes to this question should be easy. In addition, tell interviewers how many calls you handled during a typical day. For those without previous experience, highlight other positions that required multi-tasking skills. A response might be: Click to see the answer.

Questions For Call Center Supervisor or Manager Job Seekers 11. How many people have you managed in the past?

Whether you’ve managed just a few employees or an entire team, expand on the Call: 855-755-5627 (tel:855-755-5627) management techniques you’ve used and the skills you’ve honed through your experience. Click to see the answer. 12. Tell us about a time when a customer call was escalated to your attention. How did you handle it? What was the outcome?

Share a story that shows how you were able to solve the problem and improve the customer experience. In addition, tell interviewers how you used that experience as a teachable moment for the entire team. Click to see the answer. 13. Tell us about your experience in onboarding and training new employees. What does your process look like?

Interviewers want to know how you will efficiently and effectively set new employees up for success. As you walk them through the process, some good items to touch on are: Setting expectations Delivering hands-on training Evaluating new employee progress Ongoing training For example, you could answer with something like:

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Click to see the answer. 14. How would you address performance issues with your employees?

Be detailed in the steps you would take to have the conversation with employees, and the solutions you would offer to help them make improvements. Share an example of how you’ve handled a similar situation in the past to show interviewers you’re up for the task. Your answer could be something like: Click to see the answer.

Are You Ready to Ace Your Interview? Call: 855-755-5627 (tel:855-755-5627) Interviews are nerve-racking, but taking the time to prepare thoughtful answers to some of these commonly asked questions will calm your nerves and boost your confidence. To help you earn the job as an agent, discover more about life in a call center (https://www.mastersonstaffing.com/blog/6-common-questions-working-call-center/) or check out our seven must-have skills for call center agents (https://www.mastersonstaffing.com/blog/7-inbound-call-center-agent-skills/). If you’re looking for more interview preparation tips, view our Job Seeker Tips (https://www.mastersonstaffing.com/blog/category/client-solutions/) section. If you’re looking for help in finding a call center job, connect with Masterson Staffing (https://www.mastersonstaffing.com/job-seekers/contact/) and explore current job openings (https://www.mastersonstaffing.com/job-seekers/find-a-job/). Also, check out our recent post that discusses the administrative skills (https://www.mastersonstaffing.com/blog/8-administrative-assistant-skills/) you need to success in an administrative role.

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