CALL CENTER INTERVIEW QUESTIONS IN THE PHILIPPINES
As a call center dad blogger, I had my fair share of interviews. If you’re interviewing for a call center job, you can expect call center interview questions that focus on your customer service skills and experience. You’ll also get a few open-ended questions that will allow the interviewers to assess your problem-solving ability and how well you work in stressful situations. Here are 10 sample call center interview questions and answers:
1. Tell me about yourself
Tell me about yourself. It's an open-ended question that can be difficult to answer, but it's a great way to start the interview. When you're asked this question, take some time and think of what makes you unique. You should discuss your education, work experience, hobbies and more! You should also focus on the aspects of being computer savvy and a problem solver.
Education: Be prepared to talk about your education in detail during this section of the call center interview. Mention any degrees or certifications you have as well as any relevant classes or clubs from high school or college by name. Most call center companies hire undergraduates, so as long as you can present yourself well and converse in English you are good.
Work Experience: Your interviewer needs to know why you're qualified for the job opening at hand (and how much money they'll save by hiring someone like you). This is why it's important for candidates who are applying for call center jobs to have strong resumes with plenty of relevant information on them. They are on the lookout for those with previous customer service or call center experiences. If you have zero experience, then focus on your ability to troubleshoot and help.
Hobbies: The interviewer may ask about your personal interests so don't be afraid if they do; just make sure that it again is a bit related to customer support and service. Something like, I love writing or technology.
2. Why do you want this job?
This is another very common question. You need to state that you are looking for a career where you get to interact with people and grow as well. You can then follow up with your knowledge on what a call center is - that it is an exciting and fast paced environment, and that you can learn a lot from the experience.
You can also give a background of the company that you are applying for, such as - you heard that this company has great benefits and really cares about their employees. You can also say that the company is known for being one of the top call centers in the Philippines. By showing the interviewer that you have the skills and you know the company, you can impress the interviewer immensely.
Last point - call center recruiters really hate job hoppers. You need to stress the fact that you are looking for a career where you will stay for a long time. You want to stress that you want to settle down in a job that can help you grow for years.
3. Why should we hire you for this position?
Just provide examples of relevant skills and experience. Tell them that you are aware of the work and you are ready for the call center environment. You can then add details on what type of worker you are - you can focus on dedication, the ability to learn quickly, and how responsible you are.
You can then say that you are a fit for the position because of your skills/experience. You can also state previous accomplishments such as - before I worked for call center XXX and was able to deliver the top scores for this and that. For those without experience, you can mention that you have prepared and practiced for the role, you are also dedicated and hardworking and will be an asset.
The answer the interviewer is looking for is something unique that will really set you apart.
4. What are your greatest strengths?
When asked this question, it's important to offer answers that you can back up with examples of when you've demonstrated them. If your answer begins with "I'm a good team player," then state examples why. When you say that your greatest strength is being organized - you can then mention how you organize your life at home.
For example: my greatest strength is my ability to work under pressure and get results quickly while maintaining high quality standards. The most recent time I had to demonstrate this was during our last quarterly report when the VP came into my office and needed an action plan within 30 minutes so she could present it at the board meeting in two hours’ time.
5. What is your greatest weaknesses?
If you are asked this question, take it as an opportunity to sell yourself without actually selling yourself. The interviewer wants to see how honest and self-aware you are. If your biggest weakness is that you are lazy or bad at following through, don't tell them that! Instead, pick something like being a perfectionist or spending too much time writing emails and not enough time talking with customers. Then discuss how you plan to deal with it.
"My greatest weakness is that I was not tech savvy. That is why I went to youtube and took courses on computer literacy."
If your weakness is something like a lack of experience in the field that they want someone with experience in (like handling phone calls), then yes—admit this and explain that you know you can improve.
The answer they are looking for is not really your weakness, but how you plan to overcome it.
6. How would you handle a difficult customer?
Every call center interview will give this question. Below are some answers that you can state.
Be courteous and patient. Your customer is frustrated, so be empathetic when you answer their question or problem. If a simple solution doesn't exist, let them know that's the case and ask if there are any other ways you can help.
Stay calm and assertive when speaking with your customer so you can avoid escalating the situation further by getting worked up over it (or at least not showing how worked-up you are). When speaking to a difficult customer who isn't being very nice to you, try to keep your voice neutral and don't get upset by what they're saying—even though it might be hard!
Be professional in everything from tone of voice to body language as much as possible; this will help ensure that both parties feel comfortable during the call so that no miscommunications occur later on down the road.
Just listen and try to come up with a plan to assist the customer.
The goal is to have the interviewer understand that you can set apart your emotions and use logic when dealing with problematic people.
7. How do you deal with stressful situations?
Just like the previous questions, this question is designed to find out how you handle stressful situations. This is quite applicable for call center dad bloggers like me since we are used to stress, however if you are a newbie, then it may be a challenge.
The usual answers is to address how you can use your brain and logic to turn stress around. You can mention that you just get the facts and logically come up with a solution. You can also state that you are used to stress, and you just take it all in and de-stress afterwards by doing yoga.
The answer that they want to hear is how emotionally mature you are.
8. How flexible are you in working nights, weekends or holidays?
Most call center cater to different time zones, and this is why you must be prepared to work during the night when you apply for a call center. If from the start you want to work only during the day, then make sure you apply for the appropriate company. There are several call centers that have day openings.
If you are a veteran and you are really good at your job, this is where you can state that you only want to work during a certain time and period. The recruiters usually interview applicants for pooling - so if they do have the schedule for you, they will find a way to make it work.
Take note, call center work involves flexible hours, shifting schedules, and holiday work.
9. How well do you work under pressure?
How well do you work under pressure?
This is a tough question to answer because it's subjective and can mean different things to different people. But your interviewer will probably be looking for some of the following traits:
Are you able to cope with stress? Can you manage your emotions in difficult situations? Do you have a strong sense of self-motivation and discipline, allowing you to get the job done regardless of how hard it may be or how much resistance there is from others?
Can you remain composed in stressful situations and keep calm when other people are losing theirs? Does your positive attitude help everyone else stay positive too, even when everyone around them is falling apart emotionally or physically (or both)? If yes, then this could be an asset for working at a call center where there are high levels of stress due to the nature of the job itself.
The most important thing here though is that whatever answer comes out when asked about working under pressure should show that an applicant has good coping skills overall so as not only avoid giving off negative vibes but also maintain their composure while doing so if necessary (i.e., having respect).
These questions can help employers see what they need to know to make a good hire.
A lot of people see these questions as a way to trip up the interviewee, but they're actually there to help employers see what they need to know to make a good hire. They want to know what you are capable of, what you're not capable of and if you're willing to do some things that aren't in your job description.
Conclusion
Even though the call center industry is changing, there are still many opportunities for you out there. If you feel ready to start looking for your next job, we’ve got you covered. Check out our blog post on how to find call center jobs in the Philippines.
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