Call Centre Interview Questions

 "Once I answer a call or put a call through, I try to respond first with a soft, soothing, and calm voice to make the client feel relaxed and willing to hear me. I also listen attentively to what they have to say and use conscious smiles to make the atmosphere friendly."

"At my former workplace, I used several platforms and programmes to engage colleagues and clients, respectfully and simultaneously. Some of them include Cloud Talk, Integrated Voice Recording, Preferred Agents, Toll-Free Numbers, and many more. I'm flexible in using new tools aimed at improving efficiency and productivity. I'm also eager to see and learn what new tools I'll use here."

 "The soft skills crucial to excelling as a call centre representative include conflict management and resolution skills, fast typing skills, interpersonal skills, time management skills, perseverance and tolerance skills, and many more. Above all, I rate excellent speaking skills the best. This is because the tone and voice with which you manage clients goes a long way in calming the situation. It's also key to demonstrating my other skills to clients."

 "At my former workplace, I reacted to an average of 35 complaints per day whenever I worked at the inbound section. When conversing, from start to finish I try to listen attentively to a client's response, maintain a calm voice, run a quick diagnosis, explain the problem, and assure them of its quick-resolution."

"I've worked across all three desks in my eight years of experience. This is important because the knowledge garnered has prepared me for dealing with varying customers across all three sections, highlighting why I'm a good fit for this job and a great asset for this company."

"I use a recorder connected to the technical unit. If a client's complaint requires technical expertise, I message the technical unit, buy time by apologizing to and engaging clients, wait until the technical unit connects and listens to the query, and solve it. It reduces the time taken to resolve complaints."

"After exchanging the usual pleasantries with a customer, I adopt an informative and conversational tone with clients, highlighting the major importance and uses of the new product just released. I also heighten their interest with a discussion about its qualities, starting with its main selling point and how it's an upgrade on existing products."

"First, I try to understand what the client wants precisely, and then I offer the client alternative options. If they decline, and the client's demand violates or is beyond what the company policy permits, I decline the client's request. While maintaining my calm and the composure in my voice, I explain to them why the company doesn't have what they want and apologise."

"I can't think of a major weakness crucial to my role. It's one of the reasons why I love this job because it comes naturally to me. I believe there are always areas for further development and improvement. I always look forward to improving the pace at which I handle client complaints. I know I can do better."

"I don't have a specific ideal physical work setting or structure beyond the expected. This is because private and public offices have their pros and cons, so I'm fine with either. Also, I appreciate my workplace having all the needed equipment and a premium version of the software programme I need to function. Although I can work in a public office space, I fancy a less crowded one."

"At my last workplace, I handled an average of 30 calls per day. However, I believe this was down to the constraint imposed by the tools available, internet service, and client numbers. With a better opportunity and improved tools to work with, I have the potential to do better."

"Customer satisfaction is the primary goal of a call centre representative, so it's important to teach them the company's values and how to communicate with clients. Next, we should introduce them to the company's knowledge base and tools for work. Also, we can allow them to assist existing personnel during their training and ensure their gradual easing into the workforce."

"If at the end of my proposition, a client remains unsatisfied, I try to apologise again for our shortcomings. Then, I ask, this time with more intent, how exactly the client feels we can help them and what they want as a resolution. I dialogue with a colleague on the best approach and offer clients a better offer or options. Finally, I assume responsibility for what went wrong."

"Growing up, I've always had the ability to calm high-tensity situations. Throughout my education, I was always favourably considered for leadership positions. In addition, my decision to study the art and science of communication stemmed from the feeling that I fit this role well."

"I believe quality service to clients involves creating a friendly ambience, where they can communicate to you while feeling relaxed. By being carefully attentive and proactive, I professionally resolve the problem and respond to their queries while ensuring they're satisfied with the services rendered. In summary, it's a combination of the level of my effort and their feedback."