INTERVIEW QUESTIONS IN CALL CENTER

TELL ME ABOUT YOURSELF/ TELL ME SOMETHING ABOUT YOURSELF?

 Hi! My name is Donna Jane Magalona, 28yrs.old, I’m married, I have 2 kids: 2 daughters. I came
from Lapu-Lapu City but now I’ve live in Inayawan Cebu City for 8yrs., coz the work of my
husband is here and he work at a call center as well. I have no work experience yet, but I am
willing to work under pressure, I am willing to learned and to improve my skills, and I am willing to
joined community and to cooperate, and I am a dedicated to work. In my spare time I watch on
television,listening music, cooked and play with my kids, and I love searching online thru youtube
and google and exploring of new things.

WHAT ARE YOUR STRENGTHS AND WEAKNESSES?

 My strength is that I am approchable, humble, honest and eager to learn and a team player. I can
easily get along to other team member to achieve their organizational goals.
 My weakness is I was a poor time management before, but now I learned a lot I can manage the
time effectively, I mean being productive especially at work.

WHY SHOULD WE HIRE YOU?

 You should hire me, because I posses ability to uncover and develop the strengths of other
people. Management is my passion, and I just love to help to others to achieve their goals, to
enjoy their job and to mentally help the company grow.

WHY DO YOU WANT TO WORK IN A CALL CENTER?

 The fast pace of the call center environment, working as part of a team and learning new skills as
product and services constantly update and change, and bigger salary and many benefits .

WHAT’S YOUR IDEA FOR A CALL CENTER?

 A call center agent is a person who handles incoming or outgoing customer calls for a business. A call
center agent might handle account inquiries, customer complaints or support issues. A call center agent
who manage both incoming and outgoing customer call is also referred to as a blended agent.

ARE YOU ABLE TO WORK WITH MULTIPLE PHONE LINES?

 Yes, this has been pary of my training handling a phone calls.

HOW WOULD YOU HANDLE STRESS AND PRESSURE ENVIRONMENT?

 I m highly organized, and I prioritize my workload so that everything gets done on time and with
high quality. I also leave room for urgent tasks that might be assigned to me as that my schedule
is basically unaffected by emergencies.

HOW DO YOU SEE YOURSELF FIVE YEARS FROM NOW?

 After 5yrs I would be an efficient employee who will be more determinet and competent in skills.
By that time I would have been proved to be an asset for the organization for my professional
skills.
 We freshers are just entering the corporate world which is like a vast sea, we need dives to make
us team diving. And after a few years I want to be at their place and help others learn about this
corporate world.

WHAT IS YOUR IDEA OF QUALIFY CUSTOMER SERVICE?

 Good customer service means having a thorough knowledge of your inventory, experience with
your products, and being able to help customer makes the best choices for them.

GIVE ME ONE QUALIFY THAT YOU HAVE WHICH WILL NOT MAKE ME HIRE YOU?
 I am trainable, and a team player.

WHAT MAKES YOU QUALIFIED TO WORK IN A CALL CENTER?

 Because a call center agent’s job is to communicate with callers, they should have top-notch
communication skills. Effective communication also involves listening to the caller, digesting the
information and conveying a solution quickly and effectively. The agent should speak clearly using
basic vocabulary.

WHAT HAS BEEN YOUR MOST SIGNIFICANT ACHIEVEMENT?

 I have no award but winning awards is not my goals. Instead of award, achieving skills and
working on or developing the skills is my achievement. I have a career goal which needs, certain
skills. I am working on those skills so hat I could achieve my goals as soon as possible. Till now I
have to learn something new things which I found your job description that will help to improve my
skills. Also, it will benefit your organization with my experience and fast learning skills.

WHAT ARE YOUR GOALS IN LIFE?

 I don’t have one particular goal, but I want to be successful and feel satisfied in life. I want to have
the sense of achievement in the things that I do. My career is one of the most important areas of
life where I feel I need to be active. I want to learn, be able to use what I learned and keep
growing.

WHAT QUESTIONS DO YOU HAVE FOR US?/ DO YOU HAVE ANY QUESTIONS?
 What is the account that I will be assigned to?
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HOW WOULD YOU HANDLEA CALL CENTER FROM AN ANGRY CUSTOMER?

 5steps to handling an angry caller in your call center: 1st= LISTEN. You can usually
dwtwrmine whether or not the caller is angry within the first few seconds of a call. 2 nd= REMAIN
CALM. It is important to stay calm during a call to prevent the situation from escalating. 3 rd=
REPEAT information, 4th= AVOID the hold button & last MAKE THE CALLER HAPPY.
 3 tips for handling difficult customers in the call center
 1st= DON’T GET CAUGHT UP IN EMOTION. T he most effective way to start calming down an
unhappy customer is to just let them vent. 2nd= REPEAT THE PROBLEM & APOLOGIZE. Imagine
yourself in a situation where you’re the one who’s angry. 3rd= OFTEN THEM SOMETHING OF
VALUE.

WHAT IS NON VOICE CALL CENTER?

 These account are what we call non-voice account. If the call center agent are the front lines,
they’re often called the “back-office” teams. These are people who’s job are purely office work.
Although they’re called non-voice account, these people do make a few phone calls too but
minimal whenever required.

WHAT IS CHAT SUPPORT IN CALL CENTER?

 Chat Support is a for of synchronous messaging ( where the customer and the agent must both
be present at the same time to engage in a conversation). Chat Support is a growth channel that
is important. We consider it practically a minimum requirement for business that want to offer the
best customer experience.

WHAT IS CUSTOMER SERVICES IN CALL CENTER?

 A call center agent is a person who handles incoming or outgoing customer calls for a business.
... Other names for a call center agent include customer service representative (CSR),
contact center agent, telephone sales or service representative (TSR), attendant, associate,
operator, account executive or team member.

WHAT IS SALES AGENT/REPRESENTATIVE IN CALL CENTER?

 A call center agent is a person who handles incoming or outgoing customer calls for a business.
A call center agent might handle account inquiries, customer complaints or support issues.

WHAT IS BPO IN A CALL CENTER?

 A BPO organisation is responsible for performing a process of another business organisation,
while A call centre performs that part of a client's business which involves handling
telephone calls.

WHY DO YOU WANT TO WORK FOR OUR COMPANY?

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WHAT IS YOUR EXPECTED SALARY?

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