Interview questions for call center representatives

As part of this Call Center Representative interview profile, we have compiled a snapshot of what we are looking for in candidates as well as a balanced sample of good interview questions.

Interview questions for call center representatives

There is some variation between companies in terms of the responsibilities of call centers (inbound calls versus outbound calls)

As a general rule, the essential requirements for this position are the same nearly everywhere (for example, outbound calls). It is essential that candidates for this position possess exceptional written and verbal communication skills. Effective communication skills. In order to perform their duties effectively, they should be able to listen closely to their clients and record their conversations in detail. It is also important that they are able to solve problems efficiently while maintaining a high level of customer service. For this position, previous experience working with customers is highly desirable. It is possible to train candidates to possess the hard skills required for this position, such as the ability to handle multiple lines of telephone. In general, it is desirable if they are comfortable with computers, have some knowledge of databases, and are able to type at least 30 to 45 words per minute. Teamwork is an essential characteristic of exceptional call center representatives. Their co-workers are respected and motivated by them, and they are able to work together to achieve a common goal with them. By working together, they can manage stress and solve problems together on a day-to-day basis. To determine if your candidates possess these hard and soft skills, please use the following interview questions.

Questions related to operational and situational aspects

• Can you tell me about the software programs you are familiar with?
• In order to record details from your calls, what tools have you used?
• At your previous company, how large was the customer database?
• Do you have any knowledge of our customers?
• Give an example of a time when you worked with a colleague to solve a problem.
• If you have ever worked with a team to achieve a common goal, please describe the experience.
• What are your methods for managing your time? What is the average number of calls you make per hour during a  campaign?
• If you have ever calmed down an angry customer, please describe the situation.
• When you are dealing with difficult customers, how do you manage your stress?
• If you have ever successfully upsold a customer, please describe the experience.
• How do you ensure that great customer service is delivered?
• How do you respond to a customer who does not know the answer to their question?
• In the event of a system crash while you were on the phone with a customer, what would you do?
• There is a tendency for this job to be repetitive. What do you do to remain motivated? Is there anything you hope to gain from this position?