1) What do you know about the Call Center Industry?

The call center is a service desk, where the customer associate handles a
large volume of calls to render services to the client.

2)What are the types of the call center? What is the

difference between them?
The types of a call center are

 Inbound Call Center

 Outbound Call Center

Inbound Call Center: In an inbound call center, customer associate will

receive the calls regarding the customer’s queries or demands. For
example, Customer is calling a Telecom Company to know the current
tariff on internet service they provide.

Outbound Call Center: In an outbound call center, customer associate

will make calls to their customer, regarding business or sales
related. Example: When you receive a call from a bank offering a
personal loan.

3) What is a call center job according to you?

This question is asked by the interviewer to know your awareness of the
job profile. So based on your answer, they will decide what role or
position they will assign to you. For instance, if you say that call center is
about dealing with customer problems, they will put assign you
customer associate Role. On the contrary, if you answer that a call
center is a new business zone, where youngsters are employed in
numbers and get an opportunity to develop their career, they might put
you in an HR department.
4) Why should we hire you for our company?
This question is an opportunity for you to showcase your talent and
skill. You can convince the interviewer by bringing to their attention the
talent you got and depict how perfect you are for that job. Also, you can
mention some innovative ideas or concept that can help increase
organization profitability and credibility.
You can answer this question by saying that my past experience, my
education, and my personality actually fits the job. I am a hard-working
guy and a quick learner. Also, I like the concept or idea that the
company is working on, and that is what exactly I was looking for.

5) What do you understand by the term “Customer

Satisfaction”?
Any business depends upon the quality of the service offered to
the customer. To do so, you need to understand the customer’s need
and problems. You have to think from their point of view and try to
meet their demands and requirements. This is what “Customer
Satisfaction” is.

6) What are the key attributes of a customer service

representative?
The key features for customer service executive are-

 Professionalism
 Politeness
 Friendly
 Courteous
 Helpful

7) How can you enjoy working in a call center?

As I am an extrovert person and I like to interact with people, call center
job is perfect for me. I like to resolve customer’s queries and face the
challenges positively. Also, the pace of work in the call center and team
members friendliness always motivates me to work for call centers.

8) What are your strengths?

This is the common question you might face in an interview. So, before
the interview, do your homework and jot down your strengths like
subject knowledge, computer skills, communication, etc. Also, how you
can relate your strength to your current job. For example, you should
have a good hold on some language like English, or you have some
good marketing skill or have the ability to convince others as a good
call center employee.

9) What will you do if the customer abuses you on

the phone?
The first thing that I will do is to stay calm and listen to the customer’s
problem and try to figure out what made him/her annoyed. The next
thing I will do is ask politely to the customer to calm down. Then I will
assure him/her to solve their problem. The last thing that I will do is to
identify the root-cause that creates problem to the customer, fix it, and
ensure it never happens again. Also, learning from the mistake can be
used to improve the company process and policy.

10) What are the key features you think that

customer associate should possess to become perfect
customer associate?
Good listening skill, problem-solving, concentration, and patience are
some key features that make a perfect customer associate.

11) How you handle work-pressure?

To handle a pressure situation, I always try to keep the focus on work
and avoid frustration.

12) What is your experience of working in a call

center?
If you are fresher and you don’t have years of experience, then you can
mention something that can relate you with a call center. Example, I
have worked in desktop support, or I am holding a certificate for mass
communication, etc. If you are experienced, narrate the same.

13) Mention the types of customer service field

 By phone
 Public relationship
 Face to face

14) What is your typing skill?

This question means how many words you can type in a minute. If you
know the number, you can mention it but if you don’t know then just
tell that you are good at typing skills.

15) Can you handle multiple calls at the same time?

If you have an experience of handling multiple calls, then narrate the
same. In case you don’t have experience mention that once training is
provided, I could handle multiple calls with ease.

16) Are you comfortable with night shifts?

This is a question often asked for call center jobs. Many multi-national
companies outsource their work to other countries. Such companies
demand for night shifts as their working hours might be our sleeping
hours. So based on your preference, you can reply to this question.

17) How you rate yourself on communication skills?

Call centers always look for an employee with excellent communication
skills, and you can rate yourself near 8-9 out of 10.

18) What is the key to success in a call center?

A call center is all about providing quality service to the customer. If you
are good at handling customer well and offering a good service, then
you can be successful in the call center.

19) While talking to a customer, what are the

procedures you follow?
 Greet Customer
 Introduce yourself to customer
 Ask the customer how you can be helpful to him/her
 Listen to the customer patiently
 Try to help the customer with the best possible solution
 Cross check with the customer if he/she is satisfied with the
solution
 Make sure whether the customer need any further assistance

20) Do you enjoy working in a team?

Any work in an organization requires teamwork. So, the answer to this
question should always be positive.
21) What is a virtual call center?
The virtual call center provides a technology or software service,
through which the customer associate or agent can connect to their
customer from any location. This technology involves the host server
and the equipment to run the call center. This service is rendered on a
monthly or annual subscription. Agents can connect to the host server
and can get access to the customer data. The benefit of a virtual call
center is that you can work from home.

22) Do you like multi-tasking or you prefer to tackle

one problem at a time?
Depending on the situation, I could do multi-tasking or could tackle one
problem at a time. But multi-tasking always has the upper hand because
it increases your efficiency at the call center.

23) What if the customer is not happy with your

answer or solution?
If the customer is not happy with the answer or solution, then I will ask
the customer to hold the line and pass on the call to a manager or a
team leader.

24) What will be your approach to improve customer

service?
For improved customer service, my approach would be to take feedback
from the customer and ask them how we can improve in solving their
problem and render them a good service.
25) What will you do in a situation where system
shuts down and you still handling customer on the
phone?
In the middle of handling phone, if the system crashes, then I will ask
the customer to hold for some time till I get power back up and if not
then try to resolve his/her problem with my knowledge. The best thing
in such a situation is to ask the customer to call back or note his contact
details so you can call once the system is back.

26) What are the key attributes of a call center

executive?
The key attributes of a call center executive are

 Friendly attitude
 Ask the right questions
 Accurate answers to the customer query
 Professional phone relationship
 Be the face of the organization
 View a customer’s complaint as an opportunity to gain the
customer’s respect
 Resolve complaints patiently

27) How to deal with the difficult customer?

To deal with a demanding customer, you need to do the following
things

 Listen to customer actively

 Rephrase their concerns
 Present a viable solution
 Take action and follow up
 Fix the problem at hand immediately
 Use the feedback
 Reduce the unpleasant situation by doing proper research and
preparation
28) How do you measure good customer service?
Customer service can be measured on the following basis,

 Number of repeat customers

 Number and type of customer complaints received
 Number of referrals given by current customers
 Sales figure if service is product based
 Customer satisfaction surveys
 Benchmarking service with competitors
 The rate at which number of customers enrolled in your service
 Number of returns

29) How can you turn down a request from a valued

client?
To turn down a request from a valued client, you have to

 Remain polite and well mannered

 Adhere to company’s policies
 Explain the situation or reason for denial
 Try to remain reliable to customer

30) How would you handle negative feedback from

angry clients?
To handle negative feedback from angry clients,

 Customer representative should be able to manage customer

without being dominated
 He should not be overwhelmed by a disapproving customer
 Try to listen and understand customer issue before going after
suggestions or solution
31) How one can improve customer interactions?
To improve customer interaction,

 Admit your mistakes even before your customer does and

apologize
 Take follow up if a problem is solved
 Practice active listening, so your customer feel heard
 Try to identify a common interest or liking with the customer

32) What steps will you take to deal with an

unsatisfied customer?
 Apologize and offer a better option
 Act quickly and resolve the customer complaint
 Take responsibility for what made a customer unhappy
 Compensate customer with a better deal or free service

33) How can you create new opportunities for

customers proactive engagement?
 Use internet service to contact a customer on social media
 Use mobile often to reach maximum customers by sending
personalized context-relevant offers or services
 Customer Interactions must be relevant to customers interest to
gain their trust and encourage them
 Analyze the customer data and behavior using a business
intelligence tool to understand its expectation for the service you
offer
 Use cloud platform to keep your service updated with the latest
technology and with minimum expenses
34) What are the important things you need to take
care of implementing a CRM solution to your
business?
Before implementing a CRM solution to your business, you need to take
care of the following things

 CRM strategy: CRM only works when there is a clear picture of

why the organization is doing it and how it helps to improve
customer service
 Choose the right CRM partner: A best CRM solutions are flexible
and have a full integration capability with any other systems in
your business
 Identify the highest priority: Implement a CRM solution for the
highest priority and return area first

35) How can you get responsive customer feedback?

To get responsive customer feedback,

 Offer feedback options on every page of your site

 Present visitors with easy feedback form by giving them a
selective option
 Give visitors easy-to-use rating systems
 Give option for a newsletter to skip or to register
 Deliver feedback to the responsible person directly via email
notification
 Avoid multiple choice of answers instead encourage customer for
descriptive feedback

36) How the analysis of departed customer help your

organization?
Departed customer analysis can help your organization in the following
ways:

 Get valuable insight on why your customer departed from you

  Which competitor is being selected to replace your company
service
 What was the expectation of your former clients
 Help to understand weakness and gaps within the product line or
services.

37) Name the factors you need to take into

consideration before conducting a survey for
customer service satisfaction
Before conducting a survey for customer service satisfaction,

 First, consider the objective of the survey

 Make your survey accessible online
 Keep open-ended questions and keep survey narrative
 Consider negative feedback equivalent to the positive feedback it
is equally important
 Select the survey method that can yield real information in real
time
 Target putting questions that are relevant to service

38) Name useful online tools that can be used for

better customer service
For better customer service tools that are used

 Freshdesk
 Zendesk
 Assistly
 Zoho support
 Kayako
 UserVoice
 Conversocial
 Get Satisfaction etc.
39) What is the key aspect that helps improve
customer service?
The key aspect of improving customer service,

 Data analysis: Analyze the preferences of customers based on

the data collections
 Automation of business process: To improve customer
satisfaction and to speed up the business process implement the
automation of the business process
 Self-service optimization: Explore new ways for customer
interaction with your business
 Workforce effectiveness: Integrate new tools and technology to
improve customer service

40) How can you improve customer service without

spending any money?
I have retrieved several support emails that we received from our clients
and figured out that several questions were asked repetitively. I
searched online forums and knowledge base to find out the solution for
these questions. I made a document of the solution, which is now
accessible to the customer. It was cost effective and helped reduce
common repetitive questions from the client.

41) How can you build customer loyalty?

To build customer loyalty, you need to

 Track customer retention by surveying your customers

 Analyze the data to see how many customers are new and how
many are returning for your service
 Focus on converting new customers into returning customers as a
plan of your customer retention plan
 Encourage employees to build connections with customers
 Solicit feedback from the customer, so they feel that their
opinions matter
42) What factors do you need to take care of while
creating a customer newsletter?
While creating a customer newsletter, you need to include the following
–

 General information about your company

 Purpose of the newsletter- Promotions, events, upcoming sales,
and new services/ products
 Any photos related to the content
 Any discount or coupons that may be included in your offer

43) How to deal with abusive/slang using customer?

To deal with abusive customers,

 Give a positive response: Assure the customer that you are there
to help him and tell them that you require specific information
from them to carry forward
 Personalize the conversation: Personalize with the conversation
and call the customer by name and refer to their company by the
name
 Declare your intent and boundaries: Let your customer know
that you can solve the problem, and their demands are
reasonable. You should not allow the customer to continue if they
are too much aggressive; it’s time to use other strategies
 Transfer the call: The best way is to switch on the call to the
most experienced personnel or supervisor. Sooner you transfer
the call, the customer will calm down –it’s natural psychology.
 Discontinue the conversation: Warn customer if he continues
with abusive slang, you will end the conversation. If the customer
is still abusive even after speaking to them politely, it’s better to
discontinue the conversation by telling them to contact the
customer service complaint department for further discussion.
44) How can you resolve the problem to customer’s
Satisfaction?
To resolve the problem to customer’s Satisfaction, you need to follow
the following techniques.

 Talk to the customer: Standard emails or letters might work in

some cases, but often you can achieve more quickly with a phone
call. It will make feel customer more personal and understand
their complaint
 Figure out the problem and requirement: Listen carefully to
your customers need carefully and ask them what they want
 Ask about wider issues: Ask open-ended questions like – is he
happy with your service or product? What other feedback does he
want to give?
 Offer something back: If a customer has a genuine issue with the
service/product, and there is a chance of losing him/her, it’s
better to give him some offer/discount/coupons, etc. to
encourage him/her to stick to your service.
 Confirm your solution: In order to avoid dispute after coming up
with a solution on the phone, it’s better to take follow up by email
or letter
 Regular follow up: This is where most people miss… get a
member of your staff to check that all is well. It will help to
minimize the common problem faced by customers.

45) How do you deal with the question you don’t

know the answer that customer asked?
If you don’t know the answer to the questions

 Never say, “I don’t know.” Instead, say, ” Hold on while I look for
the information.”
 Tell the customer it’s technical information and requires a
specialist. I’ll get back to you shortly with some possible solution

You can also tell customer following –

  It’s a timely question and requires some time to gather XYZ
information
 As per the latest information what we suggest to you.
 I can answer that in part, but like to consider it further and get
back to you.

Do anything else that seems proactive while putting them on hold or

passing a note to colleagues. You can also keep them engaged by
asking questions

46) What would you do if the customer says that it

took you long to resolve an issue?
If a customer says that it took you long to resolve an issue,

 First, ensure to the customer, that you are not far from him, and
was busy with his task all the time
 You have to give him an expression that he or she is the only
customer you are worried for
 If required give him the explanation of the whole operational path
and the areas where the task can get slower

47) How to deal with the customer having a

language barrier?
To deal with a customer having a language barrier,

 Install translation aids on customer service workstations

 Offer chat, email or customer support options in their native
language if possible on top of the phone calls
 Hire additional personnel with the language skills needed to work
with this customer segment
 Enroll language barrier procedures that can be used when
handling foreign customer calls
48) How to deal with unreasonable customer
demands?
To deal with unreasonable customer demands,

 To avoid conflict with your potential customer, you can always

offer him a reasonable option
 Pre-qualify your customer, before allocating anything to your
customer make sure you understand well your customers demand
 Say-no without hesitation if the demand is illegitimate
 Keep your patience while dealing with such unreasonable
customer demands

49) How to deal with customers who deny paying for

service/product?
 Work with the customer not against him: Try to figure out the
exact reason why he is not willing to pay without getting angry on
him. Be friendly and try to come up with possible options and
plans that might resolve the situation
 Communicate often in writing and document everything:
Always start with a non-threatening written message asking for
the prompt resolution by a specific date
 Don’t get personal or angry: Try to listen to customer with
empathy it might be possible that your customer is in real
financial crisis, so instead of losing your nerves try to handle a
situation with empathy
 Turn to collection service at last: Turning down to an attorney
or collection agency should be your last resort. Also, remember
that a collector takes a hefty portion of any recovery
while legal steps will include the cost of hiring an attorney and
other hidden charges.

50) Our call center is involved in activities that bend

many laws, would you still work with us? Pay is huge
Personal ethics and integrity are indispensable to me while selecting my
place to work. I will have to decline regretfully