Call Center Representative Interview Questions
Example Interview Questions
In this article, we provide some sample questions and answers to adequately prepare you for a call center representative interview.
How will you use your experience to contribute to our company?
Your answer should reflect how your experience will be applied to the job. You must show that you know what this job entails and why you are qualified to fill the role. Candidates who respond with vague answers will likely be weeded out, so be specific and explain how your skills will help you succeed in this position.
Example answer: "In my last position, I was in charge of training new entrants. I was able to show them the ropes and help them improve their customer service skills. I am more than prepared to do the same here and also mentor any employees with less experience who are new to the industry. I am outgoing and friendly and will be a great representative of your company."
What is the most challenging part of the job?
Be honest and practical in your answer. If you can't think of anything difficult about the job, it will not impress the employer. However, don't say something negative about your workplace. If you can handle the challenge, then you should be able to explain what you plan to do to overcome it.
Example answer: "The most challenging part of this job is the constant interruptions. We work with a high-paced clientele. They expect us to have the answers right away. I find it difficult to remain focused but I'm developing a system to minimize the distractions. I'm also working on my communication skills so I can better serve customers."
How do you determine when a customer does not wish to speak with you?
All call center employees will have experiences in which customers are not willing to speak with a representative about their issue or request. As a customer service representative, you will need to be able to determine when a customer is not willing to speak with you. You should explain to the interviewer how you handle this situation and what steps you take to assure that the customer is satisfied with your follow-up.
Example answer: "I use phrases like, 'I'm sorry. I can't help you with that' or 'I can't believe you're being so difficult about this,' to indicate to the customer that I've heard what they're saying. I also try to ask more questions to determine what the real issue is. For example, the customer may be angry because of a billing error or there may be some confusion about a policy. Once I understand the real issue, I can assure the customer that I will work with them to solve it."
How do you handle a repeated caller or a caller who only asks questions that have been asked before?
This is an assessment of your problem-solving skills and interpersonal skills. You should be able to acknowledge that you understand the caller's frustration and be able to explain how you would handle it. Show your ability to interact with such an individual and your understanding of the employer's business.
Example answer: "If the caller has already called once today, then I will reach out to the original call handler to see what they discussed. I will confirm the information and pass it along to the caller. If the caller is being challenging or doesn't seem to be taking my answers seriously, I will try another approach. Sometimes, I will find that a caller becomes agitated because they have misunderstood our service. I need to help them understand the situation and help them move past where they are stuck. This may require me to ask more questions about their situation to gain more clarity."
What is your favorite part of the job?
This interview question is all about your attitude and how it relates to your job. Answering this question correctly is important because the interviewer is trying to gauge if you enjoy your job and how that affects your work. Even if you don't have a favorite part, you should still be able to provide an answer that is upbeat and positive.
Example answer: "I always love working with different people from different backgrounds. My job is very diverse and I have the opportunity to learn about different cultures, which I really enjoy. On my call shifts, I work hard to make sure my patients leave happy so they will continue to come back."