Call Center Interview Questions and Tips (Part One)
According to Kyle Gianan, my former trainer in Verbal Advantage, more often than not, interviews in call center recruitment process start with: Tell me something about yourself. Your answer for this should run for 1-2 minutes. It is your chance to sell yourself to the recruiter by banking on your qualifications and skills. This will also mark the start where they will be assessing your oral English communication skill which is the primarily important skill you should have to pursue a call center career (especially for voiced accounts). You can perfect this part by doing a pre-interview practice, and better if you had written a script which you should have memorized already by the day of the interview.
What to write in the tell-me-something script? Kyle advised to do it in the following order, if applicable: personal background, family background, educational attainment, work experience, seminars/trainings, skills, and hobbies. You can also change the order as needed, or if appropriate, you can add another item. You should close the script with a positive ending like, “If you will hire me, I want to start as soon as possible.” This line expresses your eagerness and interest to work in their company which will add to your points of getting hired.
When answering the following questions, use the power of positive scripting. Believe me that it really works! You can say something not-so-good using positive scripting which, more often than not, will lessen the gravity of its negativity, or if it’s really your day, it could transform the negativity of your answer into a positive one. It is all like playing a court game where you need to win the case by your own words.
One more thing, though. Be confident and make them feel you mean every word you say. Interviews are simple marketing game wherein you are selling yourself. Just think of the prize: a job. Now here is the first part of my list of questions that are most likely asked in an interview.
Questions for Qualifications
The list below is likely to be asked to call center virgins, although some of them can still be asked to someone who has already a call center experience.
1. Do you like talking to different people and personalities?
People who want to work in call center should be capable of dealing with different types of people. Every caller is different from other callers, given that they are calling for the same issue. In this question, your answer should be yes. It is better if you can relate a successful or fine situation where you had talked with a group of people of different personalities.
2. Have you sold anything over the phone?