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Interview Questions SME Call Center

The document outlines interview questions for Subject Matter Experts (SMEs) in Call Center and IT Tech Support Operations, focusing on domain-specific and general competencies. It includes inquiries about training module design, metrics in call center operations, handling difficult customers, and fostering team collaboration. The questions aim to assess the candidate's expertise in training, technology updates, and management of training projects.

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31 views1 page

Interview Questions SME Call Center

The document outlines interview questions for Subject Matter Experts (SMEs) in Call Center and IT Tech Support Operations, focusing on domain-specific and general competencies. It includes inquiries about training module design, metrics in call center operations, handling difficult customers, and fostering team collaboration. The questions aim to assess the candidate's expertise in training, technology updates, and management of training projects.

Uploaded by

sudeshforpurchase
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Interview Questions for SME - Call Center & IT Tech Support Operations

Domain-Specific Questions

1. What is your approach to designing training modules for IT troubleshooting?

2. How do you ensure your training material stays current with advancements in tools and

technologies?

3. Can you explain the importance of metrics like CSAT, AHT, and FCR in call center operations?

4. Describe how you would integrate soft skills training into a technical support curriculum.

5. What tools have you used for ticket management and how do you train others on them?

6. Explain how SLA adherence impacts overall customer satisfaction in IT support.

7. How do you design training sessions for handling difficult customers in a voice process?

8. Describe a scenario where you updated a training program due to a technology upgrade.

9. What is your approach to developing KPIs for training outcomes in call center operations?

10. Can you outline your process for training on email and chat etiquette in non-voice support?

General Competencies Questions

1. How do you handle resistance to training among employees?

2. Share an example of how you bridged a knowledge gap through coaching.

3. What strategies do you use to foster collaboration within a team?

4. Describe your experience managing multiple training projects

simultaneously.

5. How do you stay updated with industry trends and technologies?

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