1.

Tell me something about yourself

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.

Example spiels:

● I was born and raised in (your city) and graduated this (month and year) from
(state your school), with a major in (your course). Interacting with people and
solving their problems is what motivates me. I’m always trying to fix things for
family and friends.

● I’m Jansen Dela Cruz, currently residing in Dasmarinas Cavite. I’m a college
undergraduate of Economics at Cavite State University. I loved listening to
other people’s stories and I’m the type of person who always gives advice.

2. 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.

Example spiels:

● During my research, I discovered that your company really values training and
ongoing learning for your employees, and as someone who loves to learn new
things and be challenged, this is important to me.

● According to trainer Jansen, the one who referred me here in iQor. The
company provides quality training that would help employees to be fully
equipped, and as someone who loves to learn new things and be challenged,
this is important to me.

3. 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:

Example spiel:

● One of my greatest strengths is my ability to learn fast on the job and teach
myself different skill sets. And while I don’t have much experience in customer
service, I think my ability to learn will help me overcome that obstacle quickly.

4. Why did you leave your last job? (If you have any previous experience)

Honesty is the best policy here but avoid saying negative things from your former
employer.

Avoid saying: “I don’t like the management”

“I’m avoiding one of the employees”

Example spiels:

● I wanted a new opportunity where I could learn new things and grow my
career, but also where I could work more directly with people.

● I wanted to find something more challenging where I could perfect and

develop new skills.

CALL CENTER RELATED QUESTIONS:

5. 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.

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.

Example spiel:

● To me, a customer service call center is the frontline of all customer

interactions. It’s the job of call center agents to listen and understand
customer concerns while also providing helpful information. At the end of the
day, customer service call centers need to create satisfied customers with
every call.

6. Why do you want to work in a call center?

Example spiel:

● I’m excited to work in a fast-paced environment that will challenge me to use

all of my skills to solve problems and improve the customer experience. I love
flexing my communication skills and interacting with customers.

7. What is your idea of quality customer service?

Example spiel:

● My idea of quality customer service is being able to provide customers with

friendly, professional service that not only solves their problems or answers
their questions but also leaves them feeling satisfied with the service they
received.

8. 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:

Example spiel:

● I think the first step is to stay calm and express to the customer that you
understand them. I think it’s also important to remember that it isn’t personal,
and the best way to de-escalate the situation is to work towards a solution.