1. Tell me what experience do you have in call center?
If you are fresher and you don't have experience then you mention something that can relate you with the call center like I have worked in desktop supporte or holding a certificate for mass communication etc. You are experienced then not an issue.
2. Tell me how you handle pressure?
To handle the pressure situation, I always try to keep focus on work and avoid frustration.
3. Explain should I send a mailer out beforehand?
Statistics show that a good mailer with a follow up call can provide great results, speak to someone like Hanne Widmer for your mailing needs.
4. Tell me do you enjoy working in a team?
Any work in an organization requires a team work. So, answer to this question should be always positive.
5. Explain how will campaign results be reported?
On a daily basis, we will split the data into several sections. The main section will remain as it is, but we will copy and paste things like, Appointments, Short Term Leads, Long Term Leads, Info requests, and client to deal with, into separate sections for easy access. Normally done in Excel.
6. Explain how much time do you need to put together a campaign?
One working week, so we can prepare the data, brief the telemarketer and make sure everything is in place to start.
7. Tell me what is your typing skill?
This question means how many words you can type in a minute. If you know the number you can mention it but if you don't know than just tell them that I have a good hand on it.
8. Tell me who supplies the data?
The client does. This can be bought from people like, there are two main reasons for this:
a) some telemarketing companies will add a margin on top and sell you the same data.
b) The data is licensed to you and not the telemarketing company. No telemarketing company I know holds data inhouse of specific data.
9. Explain how you rate yourself on communication skills?
Call center always look for an employee with good communication skills, and you can rate yourself near 8-9 out of 10.
10. Tell me how will a typical campain run?
Before a single call is made everything must be agreed by both parties, from qualification process to what is being said, communication throughout the campaign is paramount, if things are not going to plan you have to choices,
a) moan about it and blame the telemarketing company your working with.
b) work with them to find out what is going wrong, is it a bad time of year, is it that people do not really understand the product//service. There is always an answer for any campaign going wrong, you just need to find the right angle
11. Tell me can you handle multiple calls at the same time?
If you have an experience of handling multiple calls, then tell them you can handle. In case you don't have experience tell them on given training I could handle multiple calls with ease.
12. Tell me what will be said on the phone?
After some intial consultation with the client we will come up with a script. The reason for this is synergy! This way the client knows what we are saying and they are happy with the enthisis we are putting onto certain areas of the conversation, that the qualification questions we are asking are correct, and through calling we will make minor changes depending on what response we are recieving.
13. Do GGL work on commission or per appointment payment?
No. There is no doubt that pressure selling over the telephone can achieve numerous unqualified leads, appointments or sales. We are not that kind of business. We offer a quality service using experienced staff who represent companies professionally when working on their behalf. The leads, appointments, information or sales generated are qualified and productive.
14. How to improve customer service what will be your approach?
To improve customer service, my approach would be to take feedbacks from the customer and ask them how we can improve more to help them solve their problem and render them a good service.
15. Explain what can I do if I continue to get unwanted calls?
Telemarketing calls made to a number which has been listed on the federal registry for three months, or which are on a company's "Do Not Call" list, violate Vermont law. If you get a call from a telemarketer that violates Vermont law, you have the right to sue the telemarketer for actual damages or $500 for a first violation ($1,000 for each subsequent violation), whichever is greater.
16. Tell me what is the difference between Telemarketing and Telesales?
Telesales is the use of the telephone for selling and promoting products or services to a business or consumer base.
The modern use of the word "Telemarketing" refers to anything related with the use of the telephone, including Telesales .
For example research, event confirmation or database building and cleaning.
17. Explain how Many Calls Per Hour Can You Make?
You might hear this question if you come to the interview with prior telemarketing experience.
Be prepared to share how long your average call handle time was and how many calls on average you accomplished per hour. Explain any variables, such as if you used predictive dialing, and how those variables increased or decreased your efficiency.
18. Tell us what if the customer is not happy with your answer or solution?
If the customer is not happy with the answer or solution, then I will ask customer to hold the line and pass on the call to supervisor or a team leader.
19. Tell me what according to you call center job is?
This question is asked by interviewer to know what type of job you are applying for. So based on your answer they will decide what role or position they will assign to you like if you say that call center is about dealing with customer problems they will put you as customer associate but if your answer is that a call center is a new business zone, where youngsters are employed in numbers and get an opportunity to make their career, they might put you in a HR department.
20. Tell me do GGL give added value when delivering a project on behalf of clients?
Yes, always. We believe that every company should offer added value.This enhances the results of any project and allows for a true evaluation of results. Often spin off or additional enquiries provide valuable additional revenue from telemarketing activity.
In addition we always offer our recommendations to our clients before and after any project to ensure that there is a constant improvement in all aspects of any phoning.
GGL will not ask you to commit to long term complicated contracts. We are happy to work with you as and when required. If you like what we do and our service you will use us again.
21. Tell me how do you charge for your services?
We offer a variety of pricing models, including fixed fee arrangements, unit pricing, hourly rates, and monthly retainer arrangements.
22. Tell me why do you want to work in a call center?
I'd like to work in a call center because I have the skills to match the ones needed for this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. As a nursing graduate, I am skillful in dealing with difficult people and patient in working with irate clients. In my course, we were taught how to be good listeners which I know, is a very valuable skill in this industry. Another reason I want to work for a call center is because I know that the benefits and pay in the call center industry are better compared to those in other industries. I also know from my friends that the chances of career growth in this industry are high. In the past, I have heard of people getting promoted overnight.
23. Tell me what will you do if customer abuses you on the phone?
The first thing that I will do is to stay calm and listen to the customers problem, and try to figure it out what made him/her annoyed. The next thing I will do is to ask politely to customer to calm down, and then assure him/her to solve their problem. The last thing that I will do is to keep check on certain thing that creates problem to the customer and never let it repeat it again.
24. Tell me what has been your most significant achievement?
My most significant achievement would have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition and it all culminated in my achievement of a college diploma.
25. Explain is Cold Calling Dead?
Some interviewers may throw in this trick question to measure your level of enthusiasm or knowledge of the industry. If the answer were yes, you wouldn't even be interviewing for this position. So prep yourself with a positive spin on the question:
A lot of conditions in sales can change, but connecting with people never does. When I pick up the phone and call potential buyers, I control what I say and how I say it. I can keep the call focused on the customer and the value the product can provide.
26. Explain the types of customer service field?
☛ By phone
☛ Public relationship
☛ Face to face
The TeleZapper is the only product that emits a signal that "tells" predictive dialer computers your number is disconnected. Unlike answering machines or caller ID, once the TeleZapper's tone is emitted, your number is removed from the computer's call list. So, as time passes, you'll receive fewer and fewer annoying telemarketing calls. If the computer gets your answering machine, your number is put back into the database to be called again and again … and again. Most telemarketing calls show up on Caller ID as "out of area" or "private". But since many callers are identified in these ways, it's difficult to know who's calling and whether or not you want to pick up the phone. The TeleZapper really is a better solution to keep telemarketers out!
28. Explain me one quality that you have which will not make me hire you?
A lot of my friends say that I am a perfectionist. I never consider something done as long as I don't find it perfect. In my previous job, I sometimes would go on over time just to make sure that I complete all my tasks; and they are done to perfection. I show up for work every day, and I am never late. I remember that when I was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to come up with a play, I would always be the one who would be insisting that we practice three times a week, and all my classmates would complain and get mad at me saying that they only want to practice once a week. Being a perfectionist can be bad especially when the people around you are lazy but I believe that in certain situations, it can be a valuable trait.
29. Tell me what Motivates You to Sell?
With cold calling, keeping your motivation high is key. Convince the interviewer of your enthusiasm with these answers:
☛ I really enjoy educating people on products that could help them or make their lives more enjoyable. I like to keep in mind that they would never know about these products if I didn't make that call.
☛ I feel a lot of pride when I complete a sale and provide a great service to a new customer.
☛ I am very competitive and enjoy achieving and surpassing sales goals.
☛ I love the teamwork environment of working in a call center.
30. Tell me is unwanted telemarketing a crime?
Yes. Vermont law also imposes criminal penalties on telemarketers who call a Vermont telephone number without having first registered with the Vermont Secretary of State, unless the company is a federally-regulated financial institution (e.g. a federal bank), or is already regulated by, or registered or licensed with, one of the following Vermont governmental agencies: Secretary of State, Public Service Board, Department of Banking, Insurance, Securities and Health Care Administration, or Department of Taxes.
31. Tell me how much of your calling is focused on consumers?
None, except for calling small offices with one or two people. MCC is committed to high-end B2B calling programs where clients need to contact decision makers directly.
32. Tell me how do you see yourself five years from now?
In this question, the interviewer wants to know if your goals in life are in line with the company's objectives. It is good to be honest with the interviewer on this question so that expectations will be properly set.
33. Tell me what makes you qualified to work in a call center?
I am qualified to work in a call center because I possess qualities which makes one a good call center agent. I am very flexible; I don't have complaints with shift work or working at nights and with split days off. I am willing to learn, and I am not intimidated with learning new things. I am very patient, and I know how to deal with stress. I believe that these qualities make me qualified to work in a call center.
34. Phone Based Telemarketing Executive interview questions:
☛ What were your annual goals at your most current employer?
☛ Give an example of when you had to present complex information in a simplified manner.
☛ If you worked as Telemarketing Executive, what are you doing?
☛ How do you think I rate as an interviewer?
☛ How do you evaluate your ability to handle conflict?
☛ How do you let subordinates know what you expect of them?
☛ How would you weigh a plane without scales?
35. Face to Face Telemarketing Executive interview questions:
☛ Have you ever acted as a mentor to a co-worker?
☛ Tell me about a time when you successfully handled a situation?
☛ Tell me about your work experience? How has it prepared you for Telemarketing Executive job?
☛ What will you do if you don't get this position?
☛ What assignment was too difficult for you?
☛ Why are you the best person for this Telemarketing Executive job?
☛ What motivates your best work?
Talk about desire to perform and be recognized for contributions. Stay focused on what is critical to the job.
Having a plan for your future demonstrates motivation and ambition, both of which are important qualities.
