Typical Call Center Interview Questions

Call center interview questions will explore a number of call center related
skills and competencies plus your motivation to work in a call center. 

Be ready for interview questions that determine your ability:

• to deal with
  diverse and demanding customers
• to maintain an acceptable level of
  accuracy
• to work as part of a team
• to gather information and problem
  solve
• to manage stress successfully

Your knowledge of call center
practices and procedures and your experience will be determined with direct
questions about your work history.

6 Common Call Center Interview Questions & Answers

Go through these 6 top call center interview questions that assess your motivation
to work in a call center. Prepare your own excellent responses using the
interview answer guidelines.

1. What do you like about working in a call center?

This interview question is also often asked as "Why do you want to work in a call center?"

Interview answers include:

• the fast pace of the call center environment
• working as part
  of a team
• communicating with and helping diverse customers
• learning new skills
  as products and services constantly update and change

Give specific examples of
the positive experiences you have enjoyed working as a call center agent.

2. What have you found the most challenging or difficult aspects of
working in a call center?

Be aware that call center interview questions like this are not asking what
you don't like about the job but what you find a challenge. Focus on a
couple of job aspects and describe the steps you take to manage them.

Examples
include:

• dealing with angry and aggressive customers
• excessive client
  expectations
• the pressure of meeting performance targets
• maintaining an
  enthusiastic and positive attitude over long shifts

3. What do you consider the key criteria for a successful
call center?

This call center interview question explores your understanding of what a
call center should deliver. A successful call center provides what the customer
wants including reliability, consistent performance and responsiveness that is both
fast and willing.

Discuss metrics such as response times and resolution rates as
a means of calculating efficiency. Customers want knowledgeable, professional
and accurate responses from call center agents.

4. What are your strengths as a call center agent?

Highlight those strengths that relate directly to the job opportunity. This comprehensive list of employee strengths and weaknesses will help you answer this question with confidence.

A prospective employer will explore your knowledge of the
company.

5. What do you know about our company?

You are not expected to be an expert on the company but you are expected to
have an interest and basic understanding of the organization.

There are a number
of excellent resources you can use to find out about the company before your
interview. Go to job interview information to find out
more.

Expect straightforward questions about your call center skills and
experience.

6. What is your typing speed?

Have an accurate answer ready. A number of candidates don't know their
typing speed and this creates a bad impression with a prospective employer.

The
call center interview questions that follow also demand an accurate and detailed
answer. Have the information ready for your interview.

Typical Call Center Interview Questions

What is your average daily call volume?

What is your average first call resolution rate?

What is your average handle time?

What industry software are you familiar with?

What call center training have you received ?

What shifts/schedules have you worked?

Interview Questions For Outbound Call Center Agents

What products and services have you promoted?

How do you obtain customer leads?

What steps do you take to qualify prospects?

How many outbound sales calls do you make on average
per day?

What is your conversion ratio?

Call Center Behavioral Interview Questions and Answers

For a guide to answering frequently asked competency-based, situational or behavioral
interview questions that explore typical call center job competencies go to Call Center Behavioral Interview Questions

You can also expect these interview questions...

Throughout the job interview your
communication skills will be closely evaluated as the key to successful job
performance in call center jobs.

Customer Service Interview Questions

Common interview questions and answers

For help with answering common job interview questions go to interview questions and answers

INTERVIEW QUESTIONS

Why should we hire you?

INTERVIEW QUESTIONS

Can you tell me about yourself?

INTERVIEW QUESTIONS

Why do you want to work here?

Call Center Employment Checks

The majority of call center employers conduct background checks on
candidates, including drug testing. Go to the employment background check to find out what to expect.

Professional references are usually requested for call center representative
jobs. Find out more about obtaining and using the right job references at employment references.

Your Call Center Job Application

CALL CENTER JOBS

Resume

CALL CENTER JOBS

Call Center Cover Letter

CALL CENTER JOBS

Call Center Job Description

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Interview Guides > Call Center Interview Questions

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