1. Explain me are you prepared the handle the high-pressure environment?
I am a very organised person, and I do my job punctually and professionally. Emergencies don't faze me, as I always leave time for unscheduled, surprise tasks.
2. Tell us what do you enjoy about working in a call center?
I love talking to people, so it's always enjoyable for me to interact with people over the phone. Plus, being able to help people solve their problems is a very rewarding job.
3. Explain me what is the salary you expect to make here?
Ideally, you would just request the standard salary for someone with your qualifications rather than a specific figure. If the interviewer asks for a specific figure, keep it reasonable without aiming too low or you may end up making less than you deserve. Do some research to find out how much someone with your qualifications should earn at a call center.
4. Tell us how would you handle a high pressure environment?
I am highly organized, and I prioritize my workload so that everything gets done on time and with high quality. I also leave room for urgent tasks that might be assigned to me so that my schedule is basically unaffected by emergencies.
5. Tell us how would you handle a call from an angry customer?
I'd let them express their anger, hear them out, and take note of any key points. I'd make sure to repeat the problems back and find a solution that deals with their problem within company policy. With the confirmation that the problem is solved and the customer is happy, I'd wish them a good day and end the call.
6. Explain a time when you had to handle a difficult customer?
Surely they have a story to tell, presuming they came into this role with some customer service experience. It's important to see what kind of story they choose to share. Ideally they'll explain how they were ultimately the hero in an otherwise terrible customer interaction. That they went over and above to make the customer happy, and that their manager was thrilled with the outcome.
7. Tell us what is your idea of quality customer service?
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. Explain a time where you received constructive criticism?
It's always interesting to hear how people handle constructive criticism. This is a tough one to analyze, but you can usually tell in their story if the criticism was well received. If the candidate says something like, “I appreciated the feedback”, then it's likely they weren't defensive when the advice was received.
9. Tell us do you have experience handling multiple phone lines?
In my previous position, I received training in call center procedures. My training included traditional instruction, computer training modules, and role playing. I was responsible for handling up to five phone lines at a time. Also, I am an excellent multi-tasker so handling several lines simultaneously is not an issue for me.
10. Tell us are you able to work with multiple phone lines?
While I haven't worked in a call center previously, I have juggled customer service while I was working in retail. Handling multiple customer returns each day involved a lot of multitasking with our inventory system, communicating with the customer, and accessing our POS system.
11. Tell us have you ever been in a conflict with your boss?
Personality differences are just a part of life, and understanding that has helped me to avoid conflicts with my managers. Communication is the key to solving all problems.
12. Tell us what about the job description enticed you to apply?
Now that you know a bit about them and their background, it's good to get a sense of why they're interested in this particular role. Look out for specific keywords in their answer. Assuming this is a role for a contact center agent, responses like “customer facing” or “problem solving” might be great keywords for you. It also shows you how well they understand the role.
13. Explain me what are your goals as a telemarketer?
My goal is to have a very short learning curve on this particular product portfolio. By doing this, I can aim to be among the top performers in the next 3-6 months. After showing consistent results for another 6 to 12 months, I will aim to become a team leader in the same company because I believe that growing with the same company will give me a strong foundation for my career growth.
14. Tell us how would you address performance issues with your employees?
When I have an employee that is struggling, I will first schedule a one-on-one with the employee to see where the issue may be stemming from. Once I have a better idea of what's causing the performance issue, I will give the employee a detailed plan for them to get back on track. We will then work on the plan together to ensure that they have a better understanding of the performance expectations and execution.
15. Tell us have you ever had a conflict with a manager?
No, I have a strong work ethic and excellent communication skills so there has been no reason for conflict. Ihave had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out and find a solution that my manager has supported.
16. Tell us how do you deliver great customer service?
Get nervous if the candidate doesn't appear to have ever thought about this question. Ideally, your interviewee will talk about their strengths and priorities for great customer service.
They might talk about how they actively listen to customers or manage their time well to resolve issues quickly. Perhaps they discuss how they develop in-depth product knowledge.
But if the candidate seems stumped by this question, it's a red flag that they're inexperienced or don't prioritize self-reflection and self-improvement.
17. Why do you want to work in a call center?
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.
18. Explain me what do you think a call center is like?
Stay positive! Maybe taking calls all day is not your ideal job, but if you really want this one, you need to describe a call center as an environment of excellent customer service with employees who are flexible, cheerful, and extremely helpful.
19. Tell me how to handle more than one phone line?
Absolutely! I've been trained to do so, and my excellent multi-tasking skills make it possible for me to manage multiple phone lines efficiently.
20. What Motivates You as Call Center Team Leader?
Job interviewers often ask what motivates you. While we are all motivated by money, it is not the best answer in this case. One possible answer is that doing a good job motivates you. Then, follow that up with an example of a situation where you did a good job that really impressed your employer. Another possible answer of what motivates you is that giving great customer service makes a customer feel like you have really met their needs even in a tough situation. Again, follow this up with a story of how you gave a customer outstanding service.
21. Explain me how do you handle a customer who begins to yell at you?
The customer is no doubt having trouble with their product, and having to wait on hold for technical assistance can be frustrating. I understand this, and thus I can avoid getting angry because I can sympathise with their frustration. Irate customers are part of life, and a simple apology will usually go a long way toward calming them down.
22. Tell us what was it about the job description that made you want to apply?
When a candidate cites specifics from your job posting, it's a good indicator of attentiveness.
A close reading of the job listing and working details into their answers is a sign that a candidate is particularly interested in your open role, and not just mass applying to every job listing they encounter.
A candidate's answer to this question will also tell you more about what they're looking for in a call center job, which will help you figure out whether they're a good fit based on how well your open position aligns with their stated expectations.
23. What are your strengths and weaknesses as Call Center Team Leader?
One of my greatest strengths is my ability to learn fast on the job and teach myself different skillsets. And while I don't have much experience in customer service, I think my ability to learn will help me overcome that obstacle quickly.
24. What Are The Key Elements of Customer Service in Call Center?
Whether you are working at an inbound or an outbound call centre, your job relies on great customer service. Therefore, expect the employer to ask you about key elements of customer service. When answering this question, concentrate on an answer that shows respect for the customer, understanding of the customer's needs, the ability to listen well, meeting the customer's expectations, and serving the customer above their expectations.
25. Tell us have you ever encountered a serious conflict with a supervisor?
I cannot say I have ever had a serious conflict, as I have a good work ethic and my job performance is excellent. There have been some instances where I have encountered disagreements as to the best way of handling a specific customer issue. In these circumstances, I have been able to discuss the problem with my supervisor and arrive at a solution that was both satisfactory to the customer and met with my supervisor's approval.
26. Explain me what appeals to you about working for [company]?
If the candidate lists anything specific about your company, it's a good sign that they've either heard about you or did their research before coming in to interview. It's also another solid indicator that the candidate actually wants to work at your company and isn't just scattering their resumes to the wind.
The answer to this question typically provides insight into what specific job seekers are looking for in a company. And it's a good way to see your company through outside eyes; it's a front-row seat to your company's reputation among potential hires.
If the candidate is effusive with praise, you probably have a great reputation among job seekers. But if this question stumps an interviewee, you may need to work on improving public perception and awareness of your business to attract more (and better) candidates.
27. Explain me how would you deal with a client who states they don't want to talk to you?
I would apologize for the inconvenience, but I would not be discouraged by that response. I know that not everybody will be up to talk. I have worked with employers that push the sale and some that prefer I only pursue interested clients. I am comfortable doing whatever strategy is most suitable for your company.
28. Tell us 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.
Interviewers want to know how you will efficiently and effectively set new employees up for success. As you walk them through the process, some good items to touch on are:
☛ Setting expectations
☛ Delivering hands-on training
☛ Evaluating new employee progress
☛ Ongoing training
For example, you could answer with something like:
My training style is very hands on and visual. I like to do the step for the employee the first time, allowing them to observe the task. And once they have my example to follow, they can complete the task with my supervision and advice. I also like to provide ongoing training by periodically checking in and having refresher training.
30. Explain me can you recall a specific time you handled a high-pressure situation well/poorly?
Call centers can be hectic places with routine high-pressure situations. Whether it's a sudden flood of calls or angry customers, you need to hire people who know how to perform well under stress.
In answering this question, you want candidates to describe the situation they were in, the steps they took, and the outcome.
If your interviewee has call center experience, they'll have stories to tell. Their stories will give you a sense of how they deal with job stress.
For a situation candidates feel they handled well, you'll learn what they consider “good” handling, and see whether you agree with them. Ultimately, it's easier to train agents who have similar ideas/standards as you.
31. Tell us what do you do if the dialer puts a Do Not Call number through to you by mistake?
I would apologize and assure the customer that I will make certain their number gets categorized correctly. I would then note it in the CRM application. That way even if it's a system error we will still catch the mistake next time and another agent won't have to deal with an escalated encounter. Lastly, I would notify my manager.
32. Basic Call Center Team Leader Job Interview Questions:
☛ What software programs are you familiar with?
☛ What tools have you used to record details from your calls?
☛ How large was the customer database at your previous company?
☛ What do you know about our customers?
☛ Describe a time you solved a problem with a coworker.
☛ Describe a time you worked with a team to achieve a common goal.
☛ How do you manage your time? How many calls per hour do you usually make on a campaign?
☛ Describe a time you calmed down an angry customer.
☛ How do you manage stress after talking to difficult customers?
☛ Describe a time you successfully upsold a customer.
☛ What's your approach to delivering great customer service?
☛ If you don't know the answer to a customer's question, what do you do?
☛ What would you do if you were on the phone with a customer while experiencing a system crash?
☛ This job tends to be repetitive. How do you stay motivated? What do you hope to get out of this job?
I see a call center as a place where I would provide customer service over the phone instead of face-to-face. I understand that it is typically a high-paced environment where I will need to adapt to speaking with many different types of people and address their concerns. My time providing face-to-face customer service has taught me the value of tailoring interaction to each individual for maximum customer satisfaction. I have also learned to listen actively, express empathy and offer constructive and prompt solutions. In my opinion, since over-the-phone customers do not have the advantage of observing my facial expressions and body language, I will need to ensure that my tone conveys the message I intend. As customers are also unable to see what I am doing, I will also be sure to keep them updated throughout our conversation, for example, letting them know that I am checking the electronic record of their purchase.
Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn't lose out on the great benefits your products can give them.
35. Explain the toughest decision you had to make in the last 6 months?
Talk about a challenging question! I can't even think about a tough decision I've had to make in that timeframe. (Don't worry, we're leading into an easy question next.) There's no right answer here, just let the candidate tell their story, and hopefully the challenge had some merit.
