Questions for Call Center Rep Interviews (With Example Answers)
During an interview for a job in a call center, you might be asked about your customer service skills and experience, as well as general questions about your background. Even though it can be hard to talk about everything you’ve done in a short amount of time, you can use this guide as a plan to help you get ready. Questions for Call Center Rep Interviews
You may also have a better chance of getting the job if you answer these questions well. This article will help you get ready by looking at some general, background, and call center representative interview questions and sample answers.
General questions are often asked at the beginning of an interview to find out more about the person. Here are some general interview questions that you might be asked.
- Please tell me about yourself.
- How did you hear about this job opening?
- What do you know about our company?
- Why are you interested in working for us?
- Why should we let you do this job?
- How do you do what you do best?
- Where do you need to improve?
- Tell me what you’ve been doing at work.
- How did you handle differences of opinion at your last job?
- What do you want to do with your life?
- Do you have any questions for me?
Questions about work and history from the past
When an interviewer asks about your education and work history, they might be trying to find out what you’ve done in the past, how much experience you have, and how your education and past jobs have helped you get ready for the job you’re applying for.
- Where did you go to school?
- How did your education prepare you for this job?
- What did you major in, and why did you choose that?
- Did you participate in extracurricular activities?
- What skills did you learn at school that you can use on this job?
- Tell me about your professional experience.
- How did your work ethic help you do well at the jobs you’ve had in the past?
- What good things have you done?
- Do you want to go to school sometime in the future?
- Have you ever taken a class to get better at your job?
When you go in for an interview for a job as a call center rep, the interviewer may ask you questions about the job itself.
- What do you think a good customer service rep needs to know?
- How can you tell if you did a good job at a call center?
- How would you tell a customer that they can’t have what they want?
- How could you find out what people think?
- Have you ever surveyed your customers to find out how happy they are?
- What kinds of tools do you know how to use for customer service?
- How can you make sure your customers are happy?
- How would you get people to come back?
- How would you go about solving problems that have to do with making customers happy?
- How would you talk to a customer on the phone if you couldn’t speak their language?
- Sample interview questions and how to answer them
- What tools have you used in the past to help with customer service?
- What about working in a call center makes you want to do it?
- How well do you know how a call center works?
- How often do you work with a large database full of customer information?
- How do you calm down after a stressful phone call?
- How would you use recordings of calls to improve the way you talk to customers?
- How well do you know the customers of our business?
- How do you get along with others?
- How would you handle an unhappy customer?
- Can more than one phone line be used at the same time?
- How many calls can you make in an hour that make sense?
- How can you help a customer if you don’t understand what’s wrong?
1. What tools have you used in the past to help with customer service?
The interviewer might ask you this to see how well you understand how to use digital tools to do your job. Be honest in your answer and talk about specific programs or resources you had to use or have experience with.
Example: “I’ve used FreshDesk a lot to organize leads, automate call lists, streamline call conversations, and work as a team. Because I’ve used this platform before, I’m sure that my technical skills can help me figure out how to use new tools to keep track of my tasks.”
2. Why do you want to work in a call center?
The interviewer may ask you this to see if you are a good fit for the job. You can answer this question by talking about how much you want to help people solve their problems and what your best customer service skills are.
Example: “I’d love to work in a call center because I enjoy talking to people and figuring out how to help them solve problems. I also like to explain things, so the idea of working in a call center where I can help answer questions and explain how to solve problems is very appealing.”
3. Have you ever worked in a call center?
This is a question that interviewers often ask to find out if you have done a similar job before. Think about how you could use your best past achievements to show that you are qualified for the job. In the same way, you should say if you don’t have much or any experience. In this case, you can talk about how you want to learn more on the job and improve your skills.
Even though I only have a little bit of entry-level experience in a call center, my last job helped me improve my customer service and communication skills, and I’d love the chance to grow in this position.
4.How long have you been working with a big list of customers?
Call centers often have to help tens of thousands of people at once. A database keeps track of information about each customer. This question is probably asked to see how well you can handle a lot of calls and how well you know how to use database software. You might talk about how you use a database when you’re making plans for your calls.
Example: “I have a lot of experience organizing and using large customer databases to make criteria that I use to decide which customers to call. I also know how to store information about customers using CRM systems.”
5.How do you calm down after a tough call?
The interviewer can find out what stresses you out and how you deal with it by asking you this question. It can also show the interviewer how you deal with customers who are upset or rude. Think about how you deal with stress in your everyday life. You can use those skills to deal with stress at work.
Example: “Even if a call was hard, I would keep my professionalism. After the call ended, I would take a few deep breaths to calm down and get ready for the next one. After a very stressful call, I might get up and stretch before going back to my call list.”
6. How would you use recordings of calls to improve the way you talk to customers?
Interviewers might ask you this question to find out what you think you could do to get better. You can answer this question by explaining how you would use parts of the recording to improve a certain skill.
Example: “First, I’d listen to my recordings to figure out how to improve my tone, greeting, and way of getting the customer to talk. By taking a look at these things, I can get better at this. I would also hear what the customer had to say so I could improve my customer service skills.”
7. Do you know anyone who buys from our business?
The interviewer might ask you this question to see how well you know the company and its customers. Use this opportunity to show the hiring manager that you know a lot about the company and the market it serves.
“From what I’ve read about your company, I know that Better Solutions, Inc. mostly works with business-to-business clients who work for software companies.”
8. How do you make sure your customer service is great?
The interviewer might ask you this to see how much you care about making sure their customers are happy. Use this chance to show how you could use a policy or set of rules to make sure clients are happy.
Example: “I would look at the collected data to find out what customers wanted and how they felt. Then I would find ways to speed up the process and make customers happier, like automating some of the customer response steps. I would also use customer feedback to find out what methods are working and which ones might need to be changed to improve customer service.”
9.How would you deal with an angry customer?
The interviewer may ask you this to see if you can handle complaints and angry customers while staying calm and following the rules. You could talk about how you would follow company policy to solve problems with customer satisfaction.
Example: “First, I would try to help them figure out what was wrong while staying calm and polite. If the customer is rude or clearly upset, I would give the call to my supervisor as a last resort.”
10.Can you use more than one phone line at the same time?
At a call center, there may be more than one phone line in use, and you may have to handle more than one line at the same time. You can answer this question by looking at data from the past or by thinking about how you could realistically handle working on multiple phone lines at the same time.
“At my last job, there were only four separate phone lines, but I’m sure that working with even a small number of different phone lines will help me do well at your company, which has a lot of separate lines.”
11. How many calls can you make that make sense in an hour?
The interviewer might ask you this to find out how productive and efficient you might be on the job. You can answer this question by giving a rough estimate and thinking about how you did in the past. In either case, try to be honest about how many calls you can handle and give a realistic answer.
Here’s what I mean: “At my last job, I got, on average, 27 calls every 60 minutes. Within the first three minutes of the call, I was able to turn about three leads into paying customers per hour, on average.”
12. What would you do if you didn’t know how to help a customer?
This question may give the interviewer a chance to see how well you can make decisions and solve problems while still being confident and wanting to end the call. You could tell the customer how quickly you find answers and solve problems and how you could use your resources to help them find the answer to their question.
Example: “I would talk to the customer without letting them know that I didn’t know the answer to their question. I would then either look up a solution or send a quick note to a coworker asking for quiet help. If I still can’t find the answer, I’d tell the customer that I might need more time to think about their question. I’d set up a time to call them back when I could give them a full answer.”