Examples of Call Centre Interview Questions (With Answers)
Updated 16 March 2023
Call centres are central locations where employees field calls from a business's customers. Job interview questions test if candidates have the customer service and problem-solving skills to manage customer enquiries, process requests and handle feedback. Familiarising yourself with common call centre job interview questions can increase your confidence and effectiveness in interviews. In this article, we list some common call centre interview questions and answers.
8 call centre interview questions and answers
Reading example call centre interview questions and answers can help you prepare interview answers that highlight your skills and experience. Here's a list of common questions interviewers may ask you:
1. What call centre experience do you have?
The interviewer asks this question to learn more about your call centre experience and skills. Expand on the information on your resume by sharing relevant details such as the type of calls you managed, the call volume and key performance indicators. If you are yet to work in a call centre, you may explain why you want to pursue this kind of work. You may also note any relevant experience you have, such as answering telephone enquiries in another role.
Example: "My last job, at Best Friends Pet Insurance, was my first call centre position. I answered customer enquiries about the progress of their claims, the benefits included in their policies and how close they were to the insurance caps. I also processed new insurance policies and policy renewals. Every day I handled around 90 different calls. One of the key performance indicators the company focused on was call handling time. I was proud to resolve 95% of my calls within five minutes."
2. Why do you want to work in our call centre?
This question lets you explain what you love about call centre duties and why the employer appeals to you. Highlight your passion for customer service and helping others in your answer. Reference the employer, its products or services and the job's duties to show you've researched the opportunity.
Example: "I used Live Lite Cuisine's meals during my own weight loss journey, so I'm really excited to help other people making similar changes. I've been in customer service since I got my first retail job at 15. That really inspired my passion for helping other people. My personal connection to Live Lite Cuisine's products makes me especially well-suited to this role. As I already understand how delicious and tasty this food is, I can describe how it can literally transform lives. I feel I can confidently answer customer enquiries and be an asset to this business because it has done so much for me."
3. Do you have any experience managing customer enquiries across multiple channels?
Employees in many call centres do more than handle telephone enquiries. They may also use live chat, social media and email to handle customer comments. Your answer tells an interviewer how comfortable you feel using these methods to interact with customers. Note any experience you have using different communication channels. If you have limited experience, explain why you feel well-suited to using different channels.
Example: "I grew up using computers, so I feel very comfortable with online communication. I have communicated with customers via email and social media platforms before and feel very confident with these tools. The opportunity to try delivering customer service via live chat is very exciting to me. I have excellent spelling and grammatical skills and a typing speed of 60 words per minute, so I think I am well suited to a live chat role."
4. How do you feel about meeting the business' targets and goals?
Interviewers ask this question to determine how motivated candidates are and if they feel comfortable striving to meet key performance indicators. Show that you feel inspired by targets and use them to stay motivated and focused. You may reference a time you exceeded a business target in your answer.
Example: "I find business targets and goals helpful for keeping me focused and helping me understand what my employer expects of me. I'm a naturally competitive person, so I feel motivated when I have targets to work towards. My previous employer published first call resolution figures for every call centre employee. I loved exceeding the business' target of 90% every month and discovering how much better I performed than the other people in my team."
5. How do you ensure you meet key performance indicators?
This question lets you explain the processes that help you stay productive and accountable to your employer. Explain steps that have helped you meet your employers' targets in the past. If there are times you missed targets, you may also explain how you improved your results.
Example: "I use several tactics to meet key performance indicators, depending on what the targets are. When my employer wanted its call centre operators to keep calls under five minutes, I set a timer at my desk when I answered the call. Monitoring my call time helped me keep my calls focused while keeping customers satisfied. I increased my first call resolution figures by always asking callers if I could help them with anything else before ending the call. Their answers let me know I had met all their needs."
6. How do you manage stress?
Call centre employees may feel pressure to meet key performance indicators. Dealing with customer complaints can also be challenging. Interviewers ask this question to see how candidates handle stress. Your answer can tell them whether you are likely to succeed in the call centre role. Explain your stress management strategies. You may also like to explain a stressful situation from your past and how you handled it.
Example: "I've practised yoga for the last 10 years and that really elevates my mood. I also love working in call centres because it gives me a good work-life balance. Once I finish my shift, I can focus on myself and what brings me joy, like yoga, spending time with my family and cooking.
Of course, stressful situations can still occur. My previous supervisor asked why I'd had a 20-minute call with a customer. I calmly explained that their spouse had just passed away and they were arranging changes to their insurance policy and I felt was important to be supportive at that challenging time. I explained they were so grateful for my time and patience that I felt they would stay loyal to the insurer. When I explained the situation and noted my good track record, my employer understood why I handled the call that way."
7. How have you handled an angry customer?
Upset customers making complaints or demands are one of the common stressors for call centre employees. Interviewers ask this question to determine how candidates apply problem-solving skills to this challenge. Mention a specific customer you remember, the process you followed during the call and how you resolved the issue. Report on the incident objectively rather than sharing your personal opinion of the customer. Highlight the positives of the experience and any lessons you learned.
Example: "A parent called a week before Christmas, furious that a toy they wanted for their child was out of stock at the shop nearest to her. I calmly told the customer I understood how stressful Christmas shopping can be and would do everything I could to help. I used our database to find the toy at another shop location and then arranged for it to get express posted to give it the best chance of arriving before Christmas. Hearing their mood change over the phone as I worked to resolve the issue and give their child the best Christmas possible was so rewarding."
Related: 12 Good Customer Service Examples
8. How would you tell a customer about an unfavourable outcome?
The way call centre employees deliver unfavourable news may mean the difference between retaining or losing a customer. This question tests how you apply your customer service skills. If you have told a customer something unfavourable in the past, recount the incident and explain how you managed it. Note whether you resolved the matter yourself or asked a team leader for help. If you have no prior experience in a situation like this, you can anticipate how you might respond.
Example: "I had to tell a customer that their health insurance policy didn't cover the sleep apnea machine they needed. I maintained a calm and sympathetic tone and explained that if they wanted to increase their extras coverage, they could claim sleep aids after serving the six-month wait period. I noted the price difference and how much the insurer refunds on machines and masks and I also listed other benefits of the higher policy level so they could make the most informed decision. They thanked me for providing such clear information and decided to upgrade their policy."
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