A call center is a centralized office of a company that answers incoming calls or makes outgoing calls to the customers. They can handle considerable volume of calls at the same time and can also log calls. using a variety of technologies including computer automation, call centers connect the customer and the organization to meet the customer needs in real time.
Customer service is the fulfilling right expectations of customer when he buys the product. When customer buys any product he may not be aware about the use of product or may he gets some issues with the product. So resolving queries or educating about product this could be the goal of a customer service. It is as simple as the example of our own. When we buy any product we get queries, and if there is no one to resolve our queries, we either throw the product away or get frustrated. A good customer service is a good way to grow the business.
Some of the key factors for the success of a call center are:
► Clear communication
► Customer friendliness
► Dynamic environment
► Consistent service
► Excellent performance management
► Strong leadership
► Happy employees
The business of call centres revolves around change. So, adaptability of the employees if one of the key things the interviewer looks for. To answer this question, you can say something like: "I understand that agility is way to grow. You need to constantly keep looking for improvements in the processes and people to improve the performances. This calls for a change for betterment and I am pretty open to it."
You need to rehearse some role plays as they are quite frequently asked for in the interview for call centers.
The focus of this particular role play should be on:
1. Listening carefully to the customer.
2. Apologizing and empathizing with them.
3. Re-iterating and confirming your understanding of their problem
4. Offering a solution and confirming if they are happy with this.
5. Thanking the customer for bringing the issue to knowledge
6. Taking the required steps as promised to the customer.
The key attributes of your personality that show off here are - problem solving, empathetic, good communication, calm under pressure, genuine interest in customer satisfaction, result oriented.
The business of call centre runs on customer service. Genuine interest in customer service is one of the most important qualities the interviewers look for in the potential candidates. Being in the field of call centres, customer satisfaction has to be your mantra. To answer this question, you can say something like: "Being in the field of call centres, customer is our king and customer service is our faith and religion. There have been times when I took an extra mile to ensure that my customer is satisfied." Focus your answer on the extra steps you took for customer and how this elated customer helped the business.
The reasons for leaving your current job could be numerous but offer the one that the interviewer is willing to buy. You can say something like "Better prospects in terms of responsibilities and growth" for example.
Given an opportunity to ask something to the employer - ask some intelligent questions like:
► Your growth prospects
► Growth of the company
► Some questions if the company has been in the news recently etc.
Answer this question YES only if you really mean it. Don't say yes just to get the job.
Align your experience and personal qualities with the requirement of the position to answer this question. For e.g. you can say something like this: I have been working in an outbound call centre for last one year. I possess strong communication skills coupled with a high confidence and an ability to deal with customers effectively. These are the requirments of this position. So, I believe that I can perform well in this role and that is what makes me interested in this role.