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| Tackling
call center job interview questions made
easy |
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By
Dinesh Thakkar |
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| You have basic qualifications
and acceptable English language skills
and you have made up your mind to join
a call center. Now, you are wondering
what kind of questions they will ask during
the interview. There’s no need to
press the panic button. Call center interviews
for beginners are quite a breeze especially
for people who are confident. |
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| Preparing for the
interview |
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| Get ready for the interview
and reach on time. Although there are
no formal clothing standards in a call
center, it is a good idea to dress professionally
for the interview. Be confident about
your skills and be prepared to answer
all questions in clear and crisp voice.
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| The major types of
questions asked in a call center and the
answers they expect |
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| All the questions would be
asked to identify your personality type,
communication skills, attitude towards
customer service, teamwork capabilities,
and your perseverance under pressure.
Apart from some general questions about
your work and educational background,
your likes and dislikes, your hobbies
and interests, some other typical questions
asked in a call center interview are:
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| Q: What is your past
work experience? Have you ever interacted
with or served the clients directly in
your previous jobs? |
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| Highlight all past customer
interactions that you have had, how you
tackled customer queries, and steps you
took to delight your customers. If you
don’t have any previous work experience,
you may describe some of the good customer
service that you have received while talking
to your telephone operator or while visiting
a shop; you may also mention how customer
service could be improved by these people. |
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| Q: Do you possess
basic skills of working on the computer,
MS Office applications, and can you type
at a decent speed? |
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| Talk about the computer training
course that you took recently and contents
of the course. Tell them about some of
the features in these applications that
you have used. Also mention how regularly
you use the computer from your home, office,
or a cyber café. |
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| Q. Which are your
favorite TV programs or what is your favorite
past time? |
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| Tell the interviewer about
the English TV channels and programs that
you watch regularly. These could be any
kind of programs like Friends, Sopranos,
The OC, MaxX, English news, etc. But do
not lie as the next question could be
about the characters you like in that
program. Also tell about the English books
and music that you like. |
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| Q. What do you think
a call center is? What kind of work is
done here? |
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| They expect you to have certain
level of knowledge about a call center,
so read up on the web to find out what
happens at a call center, what are the
different processes they handle, what’s
the work environment like, etc. |
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| Q. Have you ever
worked in a team? |
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| Tell about your experiences
of working in a team and how you enjoy
it. They might ask you about the challenges
of working in a team. Tell them that your
nature and personality is such that you
enjoy working in a team and you feel that
there’s greater learning and bonding
if there’s a team to work with.
These questions can be asked directly
or in different ways, but all the time
the interviewer will observe your spoken
English and how you conduct yourself.
They may even ask you to take a mock
customer call. Remember that the most
important elements that they are looking
at are proper grasp of English language,
neutral accent, and presence of mind.
Do not fake what you don’t have.
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