CALL CENTER Interview Questions & ANSWERS! (How to PASS a Call Centre Job Interview!)

Summary

In this video, Richard Buchmann from passmyinterview.com demonstrates a live call center interview, offering valuable insights and tips for job seekers. He covers essential skills for call center roles, such as communication and resilience, and shares strategies for handling irate customers and delivering bad news. Richard also provides a personal example of exceptional customer service and discusses his long-term goals within a company. The video concludes with advice for interviewees and next steps in the hiring process, emphasizing the importance of hard work and team collaboration.

Takeaways

• 😀 Richard Buchmann introduces himself as a representative from passmyinterview.com, aiming to demonstrate a live call center interview process.
• 🔍 Richard emphasizes the importance of understanding the job description and having the necessary skills and qualities for the call center position.
• 💡 He describes himself as positive, conscientious, hard-working, and resilient, highlighting these traits as crucial for call center work.
• 🏋️ Richard mentions being a fast learner and confident in meeting call handling targets, which are key performance indicators in a call center environment.
• 🏠 He expresses his desire to work in a call center due to the busy environment, reliability of work, and opportunity to communicate with diverse customers.
• 📞 The script outlines essential skills for call center work, including excellent communication, being a brand ambassador, and staying calm under pressure.
• 😡 Richard provides a strategy for dealing with irate customers, focusing on remaining calm, listening, and offering solutions.
• 📢 When delivering bad news, he suggests preparing, being truthful, and focusing on positive outcomes while maintaining control of the call.
• 🔮 In the interview, Richard envisions himself in five years as a competent and possibly more senior member of the call handling team, with continuous training and development.
• 🌟 He shares an example of delivering excellent customer service by offering a more affordable product to a customer, leading to a five-star review.
• 🚫 Richard identifies his biggest weakness as having difficulty saying 'no' to people, which can lead to being overwhelmed, and he is working on improving this aspect.
• 🛠️ He recounts a time when he went above and beyond by arranging a web developer to fix the company's website over a weekend, demonstrating flexibility and initiative.

Q & A

What is the purpose of the video presented by Richard Buchmann?

The purpose of the video is to demonstrate a live call center interview and provide tips and strategies for passing a call center job interview.

What are some key qualities Richard emphasizes for a call center position?

Richard emphasizes qualities such as positivity, conscientiousness, hard work, resilience, professionalism, strong communication skills, and the ability to follow rules and procedures.

How does Richard describe his approach to dealing with difficult scenarios at work?

Richard describes his approach as being able to deal with difficult scenarios as and when required, by being resilient and maintaining a professional demeanor.

What does Richard consider as his biggest weakness in the interview?

Richard considers his biggest weakness to be finding it hard to say 'no' to people, which can lead to feeling overwhelmed with too many responsibilities.

How does Richard handle an irate customer according to the script?

Richard handles an irate customer by following company procedures, remaining calm, listening to the customer, acknowledging their issue, and suggesting a plan of action to resolve the complaint or issue.

What advice does Richard give for delivering bad news to a customer over the phone?

Richard advises to prepare for the call, deliver the bad news quickly at the start of the call, tell the truth, apologize, focus on a positive outcome, maintain control of the call, show understanding, and follow through on commitments.

What is Richard's long-term vision for his career in the call center industry?

Richard's long-term vision is to continue working for the company, either in the same position or having gained advancement to a more senior level, and to be seen as a competent and reliable member of the call handling team.

Can you describe a situation where Richard went above and beyond in a previous role?

Richard described a situation where the company website went down, and he volunteered to stay late to fix the issue. He found a web developer online, coordinated with him to fix the problem, and ensured the website was up and running for a successful online sale.

What is the advice Richard would give to a successful candidate for the call center role?

Richard advises the successful candidate to always work hard, learn the company procedures, provide great customer service, and be a team player.

What are the next steps in the interview process according to the script?

The next steps include the interviewer conducting more interviews with other candidates, making a decision by the end of the day, and contacting the candidates in due course with the results.

How can viewers access more resources on call center interview preparation?

Viewers can click the link in the top right-hand corner of the video to visit passmyinterview.com, where they can download a full set of 21 call center interview questions and top scoring answers.