Home: Customer Service Interview Help: Call Center Interview Questions

This article will help you prepare for your call center interview

A job in a call center can be a perfect fit for someone starting out or for someone who has other responsibilities and needs flexible work hours. Call center jobs require good customer service skills and the ability to learn computer applications. This article will help you prepare for your call center interview.

What Is A Call Center?

A call center is a centralized office that handles a large number of calls from, and to, customers. A call center may be part of a Company and serve only that Company. Or, more commonly, a call center receives and transmits customer calls from a number of companies.

Most call centers consist of a large open workspace divided into workstations. Call center agents typically have a computer workstation and telephone. Supervisors monitor calls to ensure high quality service.

Before Your Call Center Interview

Before your call center interview, review your past work history (volunteer work, too) for customer service experience. Even if your job wasn't called customer service, if you dealt with the public you provided customer service. Jobs as salesmen, teachers, secretaries, receptionists and clerks all have customer service responsibilities. A call center is only one of many workplaces that require customer service skills. Make a list of everything you have done that had an element of customer service.

Example Call Center Interview Questions

Here are 6 example call center interview questions.

  1. Describe a situation in which you helped a customer with a problem.
    Describe the problem. Explain what you did and what happened as a result. Talk about the skills you used in solving the problem. If your actions resulted in a satisfactory resolution of the problem, be sure to include that in your answer.
  2. Describe your call center and customer service experience.
    This is where your list of customer service experience comes in. Again, it’s okay if you haven’t worked at a call center as long as you have had experience working with the public.
  3. What computer experience and training do you have?
    The employer wants to know that you have the ability and interest to learn new computer software.
  1. Give an example of how you worked as part of a team.

    Employers want to hire people who can work well with others. Talk about a situation in which you participated in a team. Your example does not have to be about customer service or working in a call center. The important point to make is that you work well with other people.

  2. What can you contribute to this call center?

    Talk about qualities that you have that are valuable in a call center, such as excellent communication skills, attention to details, customer service expertise, etc.

  3. Why do you want to work at this call center?

    Mention specific aspects of the call center where you are interviewing. For example, if you know that this company has a positive work environment or opportunities for advancement, talk about that. Show enthusiasm for the company.

As well as specific questions about customer service, your interviewers will ask some general job interview questions. To be fully prepared, take a look at these 38 sample interview questions too.

Interview as audition

Think about your call center interview as an audition. Relax and be yourself. Your communication and interpersonal skills will show the employer that you have the skills to contribute to the success of the call center.

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