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#Interview questions with sample answers

1. What customer service tools have you used in your past roles?
The interviewer may likely ask this question to see how much technical experience you have
when using digital tools to perform your job duties. Be honest in your answer, and include
specific programs or resources you were required to use or have experience using.

Example: "I have extensive experience using FreshDesk for streamlining call conversations,
automating call lists and for organizing leads as well as for team collaboration. Because of my
experience with this platform, I am confident that my technical skills can help me learn new tools
for managing my tasks."

2. Why do you want to work as a call center representative?

The interviewer may ask this question to evaluate your fit for the role specifically. You can
answer this question by highlighting your top skills in customer service as well as your passion
for helping others solve problems.

Example: "I would love working in a call center because I have a deep passion for conversation
and finding ways to help clients solve problems. I also love explaining things, so working in a
call center where I can help answer questions and explain solutions is something that highly
interests me."

3. What experience do you have working in a call center?

Interviewers commonly ask this question to get an idea of your past experience working in a
similar role. Consider using your top achievements in your past experience to highlight your
competency for the position. Similarly, if you have little to no experience, be honest about that,
too. In this case, you can answer how you are motivated to gain professional experience and
build your skills in the job.

Example: "Although I have minimal entry-level experience working in a call center, my last role
helped me improve my customer service skills and communication techniques, and I would love
the opportunity to develop further in this role."

4. What is your experience working with a large customer database?

Oftentimes, call centers may deal with thousands of customers, where customer information is
stored in a database. Interviewers likely ask this question to gauge your level of experience
utilizing database software as well as how you might handle large call volumes. You might
describe your approach to navigating a database when planning your calls.
Example: "I have extensive experience organizing and using large customer databases to form
criteria that I use when choosing which customers to contact. I also have working knowledge of
CRM systems for storing customer information."

5. How do you manage stress after difficult calls?

This question can allow an interviewer to understand what triggers your stress and how you
apply coping techniques to move past a stressful customer experience. Think about how you
handle stress in your daily life, and you can apply your coping methods to work-related stress.

Example: "Even if a call is difficult, I would maintain my professionalism. After ending the call, I
would utilize deep-breathing techniques to calm myself to get ready for the next call. After
extremely stressful calls, I might get up to stretch before going back to my call list."
6. How would you use call recordings to improve customer interaction?
Interviewers may ask this question to see how you approach self-improvement. You can answer
this question by explaining what aspects of the recording you would use to improve a specific
skill.

Example: "I would first use my recordings to evaluate my tone, greeting and approach to getting
the customer talking. Evaluating these aspects can allow me to improve my skills in this area. I
would also listen for customer responses to better apply my customer service skills."

7. Are you familiar with our company's customer base?

The interviewer might ask you this question to get a sense of your familiarity with the company
and the customers it deals with. Use this opportunity to show the hiring manager that you have
done your research on the company as well as the market it serves.

Example: "After reading about your company, I know that Better Solutions, Inc. deals mainly
with customers who work for software firms in a business-to-business capacity."

8. What is your approach to ensure exceptional customer service?

The interviewer might ask this question to see how you value your responsibility of maintaining
customer satisfaction for their company. Use this opportunity to highlight how you might follow a
policy or set criteria for making sure clients are happy.

Example: "I would analyze the preferences and opinions of customers based on collected data,
and then I would find ways to improve process speed and satisfaction, including automating
some of the customer response processes. I would also utilize customer feedback to see what
approaches are working and which ones might need improvement to further ensure quality
customer service."

9. How would you handle an angry customer?

The interviewer may ask you this question to ensure that you can remain calm and follow
protocol when dealing with complaints and frustrated clients. You might answer with how you
would follow company policy for solving customer satisfaction issues.

Example: "I would first try to help them solve their problem while remaining calm and courteous.
If the customer is aggressive, or clearly upset, I would transfer the call to my supervisor as a last
resort."
10. Are you able to work with multiple phone lines?
Call centers may have multiple phone lines in use, and you may be required to handle several
lines at once. You can answer this question with past metrics, or you might answer based on
how you might realistically handle working on several phone lines at once.

Example: "In my last position, the company used only four separate phone lines, but I am
confident that my experience working with even a small number of different phone lines will help
me succeed when taking on the large number of separate lines that your company employs."

11. How many calls can you reasonably make in one hour?
The interviewer might ask this to assess how efficient and productive you might be in the role.
You can answer this question with a rough estimate as well as your past metrics. In either case,
try to give an honest and realistic answer for the call volume you are capable of taking on.

Example answer: "In my last job, I consistently averaged around 27 calls within 60 minutes. I
was usually able to convert approximately three leads to paying customers per hour, within an
average of three minutes into the call."

12. How would you help a customer if you do not know a solution?
This question may allow the interviewer to evaluate your decision-making and problem-solving
skills while remaining confident and motivated to complete the call. You might answer this
question with your approach to finding answers and solving problems quickly, as well as how
you might utilize your resources to help the customer answer their question.

Example: "I would approach the customer without letting them know that I am ignorant of the
answer to their question, and I would either look up a solution or pass a quick note to a
colleague for quiet assistance. If I cannot find an answer in this way, I would state that the
customer's question might require more time to consider. I would set a time for a call-back when
I could give them a detailed solution to their question."

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Call centers offer assistance on behalf of companies for customers with questions, concerns or
feedback about products or services. Interviewing for a call center position is an opportunity to
showcase your problem-solving skills and demonstrate your ability to build trust with customers.
In this article, we review some common call center interview questions and provide examples of
impactful responses.

Get interview-ready with tips from Indeed

Prepare for interviews with practice questions and tips
Call center interview questions and answers
Here are eight common questions and example answers to prepare you for your upcoming call
center interview:

1. How would you describe the role of a call center representative?

The role of a call center representative is to answer questions and provide solutions to
customers over the phone. When you interview for a call center position, it’s important to know
the expectations of the role and understand what value you will bring to the organization.
Review the job description and answer this question by explaining the skills you can use to
address the requirements of the position. Highlight experiences that demonstrate your ability to
navigate the role's responsibilities and meet company goals.

Example: “As a call center representative, I would be the first point of contact for incoming
callers. I am skilled at actively listening to customer questions or concerns and identifying the
best solution. For example, if a caller needed to refill a prescription but did not know how to do it
on the website, I would first help the caller complete the refill over the phone. Then, I would
provide instructions on navigating the website and prescription portal so that the caller could
complete the task online in the future.

I have strong communication skills with which I can teach customers how to use the company's
helpful online tools and assist them in completing tasks they may not know how to do.”

2. What are the most important skills for a call center representative?
Skills such as empathy, active listening, speaking, problem-solving and time management are
key to helping customers effectively. The job description may mention specific skills the
company is looking for, so be sure to address those skills with examples when possible.

Example: “I would say the most important skills are listening, critical thinking and multitasking. In
this position, I would be able to listen to a customer's concern, identify a solution and talk them
through my process of solving their issue. I also think a good attitude is crucial in this role
because it makes customers feel heard and supported, and it gives them a positive impression
of the company.”

3. How do you define quality customer service?

Successful call centers require quality customer service from kind, knowledgeable and helpful
representatives who support a strong company reputation. Your answer should demonstrate
your experience treating customers with respect, resolving conflict and putting their needs first.
If you do not have much customer service experience, it can be helpful to answer this question
in terms of how you prefer to be treated as a customer.

In both cases, you should illustrate what quality customer service looks like, what value it brings
to the company and how you ensure quality customer service to each caller.

Example: “Quality customer service is being able to empathize with a customer and view their
issues as your own. For example, the caller who wanted to refill a prescription online might not
have understood how the online portal worked. If I were in the customer’s position, I would want
the representative to explain the online system so that next time I could do it myself.
As the representative, I would understand the fact that the caller might not be familiar with the
online portal, and I would be patient as I walked through each step. A thoughtful,
comprehensive solution is what I would appreciate as a customer, so I would aim to provide the
same for my callers.”

4. What steps do you take when speaking with a customer?

Some call centers provide scripts for representatives to use when on a call, while others train
representatives on standard practices. Call guidelines ensure representatives meet quality
service standards and allow the customer to ask more questions.

During your interview, demonstrate your process from the beginning of the call to the end. Be
sure to mention each step and what purpose that step serves. Some steps might include
introducing yourself to the caller, asking for the caller's name and necessary personal
information, inquiring about how you can help them and ending the call with an opportunity for
you to provide any additional help.

Example: “I begin each call by introducing myself, thanking the customer for calling and asking
for their name. Exchanging our names helps me personalize the customer's experience. I also
find that thanking the customer for taking the time to call us lets them know they are valued.
After learning the customer’s name, I ask how I can be of service and then reassure them that I
can help. If they are calling to address an issue they have, I also apologize for any
inconvenience it may have caused. These steps allow me to build trust with the customer.

When the call comes to a close, I always ask if there is anything else I can help them with. This
opportunity allows them to ask any follow-up questions. I end the call by thanking them for their
call and continued patronage. This is my last opportunity to ensure they had a positive
experience.”

5. How do you handle calls from dissatisfied customers?

In order to be successful as a call center representative, you should know how to navigate
handle challenging customer conversations. It is important to remain respectful and focused on
the customer's needs while resolving their issue and creating a positive experience for the
caller. In some cases, you may need to follow a certain protocol or bring in your supervisor to
help you find a solution.

When answering this interview question, use the STAR method to describe the situation,
illustrate what task you needed to complete, explain what action you took and provide the
results of your efforts. You can use an example from your own experience or discuss a
hypothetical scenario.

Example: “I had a customer who was very upset about his subscription service which did not
meet his expectations. As the representative, I apologized for the inconvenience and assured
him that I would research his issue. After gathering more details, I discovered he was having
connectivity issues due to a lapse in updating his software. I explained the issue and the
solution to update his software, but he explained that he was considering canceling his service
altogether.

The customer agreed to a brief hold while I discussed with my supervisor possible reparation for
the inconvenience. I was able to give the customer an additional month of service at no charge.
The customer seemed pleased with my solution and thanked me for solving his issue. He even
agreed to sign up for additional service with us.”

6. Describe a complex issue you helped a customer solve.

Your job is to provide the customer with an efficient solution to their problem and encourage
them to continue using your product or service. In your answer, demonstrate your ability to
troubleshoot issues, solve problems and satisfy customer needs. Use the STAR method to
describe the situation, actions taken and results achieved. If you do not have an example to
discuss, consider using your knowledge of the company to explain possible scenarios
customers might encounter that you might help solve.

Example: “I once had a customer call about having his subscription terminated without his
consent. I apologized for the inconvenience and asked for his account information. I reviewed
his account and discovered there was a billing error. I explained to the customer that he would
need to update his credit card information so it could be charged and his service resumed. I
offered to update his billing information over the phone and helped him resume his service.”

Related: Situational Interview Questions and Answers

7. How do you work to improve your customer interactions?
When it comes to providing the best possible customer service, there is always opportunity for
improvement. Additional or advanced training, asking a supervisor for feedback and reviewing
your customer satisfaction survey numbers are all ways to improve how you interact with
customers and address their needs. In your answer, discuss your willingness to learn and adapt
to new techniques and policies in order to make the customer experience the best it can be.

Example: “In my previous position, I met with my supervisor every quarter to review my
customer satisfaction survey results. I asked for additional training on the specific service and
advanced customer interaction techniques. For this position, I want to expand on that practice
through your customer service training program and continue to improve my survey numbers.”

8. How do you encourage customers to buy additional products or services?

You might be asked to offer new or existing products and services to callers as additions to their
current account with the company. These roles include sales positions and customer service
helplines that handle customer accounts.

When answering this question, demonstrate that you can share your in-depth knowledge of a
product or service and emphasize to the customer how they would benefit from purchasing it.
You can even discuss one of the company's products or services and explain how you would
sell it to one of your potential customers. This strategy shows you have researched the
company and that you are capable of helping them meet sales goals.

Example: “If customers call about a certain product, I listen to what they need and try to identify
similar or additional products that would further help them. For example, let's say a customer
was interested in your bookkeeping software and was planning to use it for billing at her small
company. As the representative, I would answer any questions she had about the bookkeeping
software and its compatibility for her company. I would also be sure to mention the add-on
software that makes bookkeeping in a small company much simpler.

By explaining the benefits, the customer can see how the combination of the main software and
the add-on can solve her billing issues. She can then make her own informed decision to
purchase without feeling that I have pushed her to do so.”

10. How would you describe the role of a call center representative?
-
11. What are the most important skills for a call center representative?
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12. What questions do you have for us?

-What would a typical day look like for me?

Response: I’ve been exposed to both structured and unstructured work environments, so I feel
like I can easily adapt to this kind of work day.

13.Are you able to work with multiple phone lines?

-While I haven’t worked in a call center previously, I have juggled customer service while I was
working in fast food restaurant. Handling multiple customer returns each day involved a lot of
multitasking with our inventory system, communicating with the customer, and accessing our
POS system.

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General questions
General interview questions are commonly asked in an interview to start introductions and to get
to know you. The following questions are general interview questions that you may be asked.

1.How did you hear about this job?

-I am looking actively for jobs then I saw an advertisement on Facebook and it's stated there
that you're company is hiring. And I really want to, so now I'm here.

What do you know about our company?

Why should we hire you for this position?
Tell me about your professional accomplishments.
How did you handle conflict in your last job?
What are your future goals?
Do you have any questions for me?

#Questions about experience and background

When an interviewer asks about your educational and professional background, they may be
trying to get a sense of what your past accomplishments are, what your experience level is and
how your education and past job roles have helped you prepare for the position you are
interviewing for.

What is your educational background?

How has your education prepared you for this role?
What was your major, and why did you choose it?
Did you participate in extracurricular activities?
What skills have you developed in your education that can help you in this job?
Tell me about your professional experience.
In your past roles, how did your work ethic help you succeed?
What are some achievements you have made?
Do you have any future plans for continuing your education?
Have you ever attended professional development training?

Contact centers provide omnichannel support, assisting customers on whichever channel or

device they use. Whether an organization chooses a call center or contact center depends on
its products and services, the channels on which it provides customer support and the
structures of the organization's support teams.

How do call centers work?

Online merchants, telemarketing companies, help desks, mail-order organizations, polling
services, charities and any large organization that uses the telephone to sell products or offer
services use call centers. These organizations also use call centers to enhance CX.

#In-depth questions
When interviewing for a call center representative position, there may be questions the
interviewer will ask that relate directly to the job.

What qualities do you think make a successful customer service rep?

How do you gauge your success in a call center setting?
How would you turn down a customer's request?
How would you get customer feedback?
Have you ever conducted customer satisfaction surveys?
What kinds of customer service tools do you have experience using?
How can you work to improve customer satisfaction?
How would you maintain customer loyalty?
How would you approach resolving customer satisfaction issues?
How would you approach language barriers during a customer call?

*Why do you want to join to our company?

-“I see this opportunity as a way to contribute to an exciting/forward-thinking/fast-moving
company/industry, and I feel I can do so by/with my … ”
“I feel my skills are particularly well-suited to this position because … ”
“I believe I have the type of knowledge to succeed in this role and at the company because … ”
“I’m excited about this job opportunity, as it would allow me to … ”