14 Most Common Call Center Interview Questions and How to Answer Correctly
While call center interview questions will usually resemble interview questions present in job interviews in different industries, the answers to your interviews must be improvised for the purpose of the call center industry. Job interviewers in the call center industry will primarily be looking out for expertise similar to customer support, stress management, multi-tasking, good listening and verbal communication, and logical thinking.
This article features answering call center interview questions and answer examples in a question and answer layout. The answers are laid out in a dropdown format. The dropdown box will describe a brief explanation on each call center interview query and reply.
Call Center Interview Answer 1:
“Well, I’m currently an account executive at Exprosearch, where I handle our top performing client. Before that, I worked at an agency where I was on three different major national healthcare brands. And while I really enjoyed the work that I did, I’d love the chance to dig in much deeper with one specific healthcare company, which is why I’m so excited about this opportunity with Sitel.”
Explanation to Call Center Interview Question and Answer 1:
This call center interview question is probably one of the most neglected and least prepared for by interviewees. The question seems very simple and direct to the point. Your answer though to this question will set the course of the interview. From this very simple question, interviewers can likely guess at whether you are a good candidate or not so please do not take this question for granted.
Most applicants will answer this call center interview question with information already found on their resumes like their name, address, and school information. Do not make this mistake. When being asked this question, you are supposed to answer with information not found on your resume. Why would the interviewer want to know about your name, age, and address when this information is already on your resume?
A very good answer to the call center interview question would be to talk about your hobbies. When you do talk about hobbies, remember that by doing this, you are also providing the interviewer with information about your skills. For example, if you say that you play sports like basketball or baseball, this tells the interviewer that you are competitive. If you say that you like to play chess, this means you’re analytical. If you tell the interviewer that you are involved with various organizations, this spells leadership and people skills. So do not take this call center interview question for granted. Make sure to answer this question by giving the interviewer an idea that you are who they are looking for. If you do not have any “good hobbies” (like all you can say is watch HBO, eating, and sleeping), another approach you can take is talking about your family. Describe your relationship with your family. Talk about your brother, the pilot, or your mom, the actress. Say that you are very close to your family, that you guys go to church every Sunday and watch a movie afterward. If you like to watch TV, amuse your employer by saying something like I’m addicted to Lost. I watch all Lost episodes on DVD every day. If all you have in your arsenal is reading, then make it sound better and more interesting by saying that you are a voracious book reader. Rack your brain. Make sure that when you tell something about yourself, it sounds interesting and will make you shine.
Call Center Interview Answer 2:
My idea of a call center is that it is a place where people take calls from customers and deliver superb customer service experience. I know that the people who work for call centers are extremely flexible people who adapt to different cultures, different people, and different schedules all at the same time.
Explanation to Call Center Interview Question and Answer 2:
This call center interview question aims to gauge how correct your expectations of a call center job are. Answer this question by giving out your general expectations of a call center job. Describe the work (selling if it’s a sales account, instructing callers if it’s a technical support account, etc.) or the people working in call centers. This call center interview question will only be asked if you don’t have any call center experience yet.
Call Center Interview Answer 3:
I’d like to work in a call center because I have the skills to match the ones needed for this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. As a nursing graduate, I am skillful in dealing with difficult people and patient in working with irate clients. In my course, we were taught how to be good listeners which I know, is a very valuable skill in this industry. Another reason I want to work for a call center is because I know that the benefits and pay in the call center industry are better compared to those in other industries. I also know from my friends that the chances of career growth in this industry are high. In the past, I have heard of people getting promoted overnight.
Explanation to Call Center Interview Question and Answer 3:
This is another question that is only directed to applicants without any call center experience. Please do not answer this call center interview question by saying that you need money to help your parents. The interviewer wouldn’t want to hear that you are in this just for the money. For Filipinos, please do not answer this call center interview question by saying that you want to improve your English. By applying for a call center position, you should already be confident with your communication skills in English. The above response, by the way, is a good example of how you can relate your college degree to a job in a call center. I purposely chose to give a response that a nursing graduate could give to this call center interview question because of the many nursing graduates in the Philippines trying to look for a job in the call center industry.
Call Center Interview Answer 4:
I am a very patient person capable of dealing with irate and demanding customers. I can think out of the box, so I have exceptional problem-solving skills. I have good communications skills, and I can learn how to operate new computer programs very fast. I am a team player, and I get along with people very well. Those are my strengths. As for my weaknesses, I guess my biggest weakness is working too much and not knowing when to stop. I would say that this is a weakness because sometimes, I would render too much over time that it becomes detrimental to my health.
Explanation to Call Center Interview Question and Answer 4:
The call center interview answer 4 is pretty much self-explanatory. With this call center interview question, you would want to enumerate skills that are needed as a call center agent. These includes (but are not limited to): flexibility, adaptability, good communication skills, good listening skills, patience, proficiency in Microsoft Office programs, good typing speed, and excellent multi-tasking skills. Of course when it comes to your weaknesses, you don’t want to say that you don’t have any as this will make you look egotistic. So make sure to be prepared to come up with at least one weakness that isn’t too negative. Examples of weaknesses that aren’t very negative are: being workaholic and being too friendly. Answer this call center interview question with a lot of confidence.
Call Center Interview Answer 5:
I am qualified to work in a call center because I possess qualities which makes one a good call center agent. I am very flexible; I don’t have complaints with shift work or working at nights and with split days off. I am willing to learn, and I am not intimidated with learning new things. I am very patient, and I know how to deal with stress. I believe that these qualities make me qualified to work in a call center.
Explanation to Call Center Interview Question and Answer 5:
Answer this call center interview question by just reinforcing your answers to the previous call center interview question presented. You can also answer this question by expounding on your strengths and good qualities.
Call Center Interview Answer 6:
I have heard nothing but good things about this company from people who have worked here. People say that the accounts here are very stable, the management is kind to its employees, and everyone is friendly.
Explanation to Call Center Interview Question and Answer 6:
In answering this call center interview, simply cite the company’s positive attributes.
Call Center Interview Answer 7:
My most significant achievement would have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition and it all culminated in my achievement of a college diploma.
Explanation to Call Center Interview Question and Answer 7:
This call center interview question aims to look at how you see yourself as a person. Most of us would apply for a job at the age of twenty and at that age, it is presumed that you already have some achievement even if it is only in your own right such as motherhood, marriage, etc. Rack your brain. You’ll think of something.
Call Center Interview Question 8: Give me one quality that you have which will not make me hire you.
Call Center Interview Answer 8:
A lot of my friends say that I am a perfectionist. I never consider something done as long as I don’t find it perfect. In my previous job, I sometimes would go on over time just to make sure that I complete all my tasks; and they are done to perfection. I show up for work every day, and I am never late. I remember that when I was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to come up with a play, I would always be the one who would be insisting that we practice three times a week, and all my classmates would complain and get mad at me saying that they only want to practice once a week. Being a perfectionist can be bad especially when the people around you are lazy but I believe that in certain situations, it can be a valuable trait.
Explanation to Call Center Interview Question and Answer 8:
This call center interview question is tricky and will stump a lot of people. In effect, this question is asking you for your weakness. Do not say that you don’t have any qualities that are negative. If you do this, you will look proud and conceited to the interviewer. The best approach to answering this call center interview question is to present a trait of yours which is not that negative. Examples of traits that are bordering positive and negative are being a perfectionist, overly friendly, too loyal, and workaholic. Of course, reinforce your answer by explaining this trait of yours to the interviewer. Make sure as well that you know how to turn your negative attitude into a positive one (just like the interviewee did in the response provided above). Remember to answer this question with a lot of conviction and confidence.
Call Center Interview Answer 9:
I see myself working for this same company but with a higher position.
Explanation to Call Center Interview Question and Answer 9:
In this question, the interviewer wants to know if your goals in life are in line with the company’s objectives. It is good to be honest with the interviewer on this question so that expectations will be properly set.
Call Center Interview Answer 10:
My short term goal is to have a stable job with this company. After working for a couple of years with this company, I would like to see myself take on more responsibilities like maybe become a supervisor or a trainer. Meanwhile, my long term goal is to have an upper management level position with this company.
Explanation to Call Center Interview Question and Answer 10:
This call center interview question is almost the same as the previous one presented.
Call Center Interview Answer 11:
I know that this company is one of the leading companies in the call center industry. You have several sites in the world, one in Atlanta, and four in Dallas. You have several accounts; most of them are medical and financial accounts. I also happen to know that most of the accounts in this call center company are very stable because this is what my friends who work here tell me.
Explanation to Call Center Interview Question and Answer 11:
This call center interview question is simply for the interviewer to know if you know anything about the company. It isn’t necessary to know when the company was established or how much they made in the last quarter. You can answer this call center interview question by just giving out general and insignificant information about the company. Of course if you know tidbits like the name of the company president or a recent merger between the company and another call center, then by all means, do impress the interviewer with this information. So as not to be caught empty handed, it is advisable to do some research about the company before the interview. Obviously, please avoid telling anything negative about the company.
Call Center Interview Answer 12:
My idea of quality customer service is going out of your way or going the extra mile to provide customer service or to help customers. It is not simply providing assistance according to what you are expected of.
Explanation to Call Center Interview Question and Answer 12:
This call center interview question is simply for the interviewer to know how you view good customer service. The idea when answering this question is to say that good customer service is going out of your way to help the customer.
Call Center Interview Answer 13:
Whatever amount you give to people with my qualifications would be fine.
Explanation to Call Center Interview Question and Answer 13:
As much as possible, do not answer this question with a figure. The best way to answer this call center interview question is by saying that you are okay with whatever the company decides to give you. If the interviewer asks you to give a figure, then that is the only time that you should give a figure. Of course, make sure that you can defend your answer. Do not give a figure that is very small. The interviewer might think that you don’t value yourself, and you have a low self-esteem. A good practice is to come up with a figure that is a few thousands higher than the industry average or what you were given previously by your old company. When the interviewer asks why, then you can simply say that this is the average salary in the industry or that you want to have a job that pays more than your previous one.
Of course, if you are in the position to dictate the salary you want the company to give you (meaning you have a lengthy experience in the call center industry already) then by all means, give them a figure right away when answering this question.
Call Center Interview Answer 14:
I have all the qualities that a good call center agent should possess. I am punctual, disciplined, patient, and flexible, and organized. You won’t have any problems with me when it comes to attendance and my behavior. I have good communication skills, multi-tasking skills, and I am a fast learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will give my one hundred percent to this company. I know that I have what it takes to become a good customer service representative.
Explanation to Call Center Interview Question and Answer 14:
This call center interview question isn’t intimidating as it sounds. To answer this question, simply reinforce your position by enumerating your strengths and how these strengths can relate to being a good call center agent. Answer this call center interview question with a lot of confidence and conviction.
These call center interview questions and answers are not by all means perfect. They have been provided to you as a sort of guide.
Please do not just memorize whatever was written in this post and use it in your interviews. Do not be tempted to lie to the interviewer. Remember that interviewers will always try to catch you lying.
The call center industry is one of the fastest growing in the Philippines these days. As recently as ten years ago, there were only a few call center agents, and the word call center was hardly ever used in the country.
Today, almost every family in the Philippines has at least one member working in the call center industry. The reason for this boom is partly economics. In the Philippines, low paying jobs are very notorious, and while call centers set up shop here because of the low labor costs, Filipinos decide to work for the call center industry because it pays higher than average wages.
If you are an average worker in the Philippines with an entry level position, you are probably getting paid seven to ten thousand a month; meanwhile, an average employee in the call center industry with an entry level position will get around fifteen thousand pesos a month, plus free dental and health benefits (HMO).
Call centers also will pay your SSS (Social Security), PAGIBIG (home building fund), and PhilHealth (health insurance) from day one on the job. It is no wonder then that almost every day, you see hundreds of applicants in the top call centers in the country. If you are reading this post, then you are undoubtedly one of the many Filipinos aspiring to work as a call center agent. Even though the demand for call center agents outpaces the availability of qualified workers, having the qualifications to become a call center agent alone does not guarantee you a job in this competitive industry.
Making a resume is easy, and then the hardest part begins – “the job interview”.
Some people who are very much qualified to become call center agents seem to question at times why they aren’t able to pass call center interviews. The answer is simple. They are most probably not giving very good answers to the interview questions directed at them.
Most people say that “It is not what you say, but how you say it“.
While this is true, how you deliver your answers to the interview questions hurled at you matters a lot, the content of your response would also be significant. So please do not dare to think that you can pass a call center interview with just confidence as your weapon.
One valuable tip that can impart to you is to make a script.
Yes, make your own script for the call center interview questions listed above.
After making your own script, try to make an outline for each answer.
Let’s take the call center interview answer 1 as an example.
For this particular answer, your outline can be: varied interests, sketch, and volunteer.
Memorize these keywords (not the script) so that you will be able to deliver your answer smoothly. This will minimize the need for fillers like uhms and ahhs.
Remember that fillers can make you look like you don’t have a chain of thought and can make you feel less confident.
Try to sprinkle your response with some fillers, though, If you don’t have any fillers, you will look like you have just memorized all your answers. You do not want this to happen. This is why I recommend memorizing just an outline or the keywords of your response and not the entire thing. Not memorizing your entire responses will make sure that you will still have some fillers and pauses while formulating (or trying to remember) your answers. It won’t be a big obstacle, though, as you already have a ready outline of keywords in your head.
Do not sound like a robot, just have a ready and organized response in your head.
Please remember as well to come up with answers to possible follow-up interview questions the interviewer may have. If the interviewer asks you what your hobbies are, and you say reading, please expect the interviewer to ask as well questions like what is your favorite book or who is your favorite author and why.
When the interviewer asks an interview question that you haven’t prepared for, remain calm. Take a second or two to think of your answer. Two-second pauses are definitely accepted. Pauses which are longer than two seconds though might give an impression that you can’t express yourself well in English
It is also a good idea to conduct job interview simulations or role plays. This will help you practice and gain confidence. Practice with your parents or with your friends. Make sure to act serious about it, though (as if it were the real thing).
Always remember that the interviewer is on your side. The interviewer is not a wicked witch sent out to make you squirm. The interviewer wants you to pass. No matter how inquisitive the interviewer is, know that behind that wall of indifference is an office employee who has to meet a quota on hired applicants.
Regarding out of the box call center interview questions, you really have to use your imagination. Remember, there are no right or wrong answers when it comes to these interview questions.
A common out of the box call center interview question is how to describe colors to blind people. You may answer that you will ask the blind person to imagine something that represents that color (for example war for the color red or peace for the color white).
Another example of an out of the box call center interview question is how to sell boats in a desert or ice to an Eskimo.
So how does one sell ice to an Eskimo?
Try making ice candy.
And how does one sell boats in a desert?
Maybe, you can say that it’s a boat that runs both on water and sand.
As you can see, it’s pretty much a battle of wits, and again, there really are no right or wrong answers when it comes to out of the box call center interview questions.
In the call center industry, it is very important to possess a chain of thought and confidence.
Why do you need confidence?
You will be speaking with Americans.
Remember that America is an industrialized and fast paced country. This means that most Americans are living with a lot of stress. When they talk to you, they will be impatient. So when you deliver them bad news, you will have to be firm and confident.
In your call center interview, this is one of the many things that the interviewer will look for.
- Will you be able to carry out this job?
- When the customer on the phone will shout at you, will you cower in defeat or will you stand your ground?
- When under pressure, will you lose your control or will you manage to uphold decorum gracefully?
Finally, just a few last minute reminders before you on to that job interview.
Please maintain eye contact no matter what.
Maintaining eye contact will tell the interviewer that you are a confident person. When thinking about your answer, you can momentarily glance sideways, up or down, but make sure to make eye contact with the interviewer again when you begin speaking. Averting the eyes of the interviewer will give that person an impression that you are lying or that you are uncomfortable. Assume a good posture the moment you see the interviewer. This will make you look confident and sure of yourself. Make sure that you sit up straight. No slouching. The next thing that you need to remember is to smile. Give your interviewer a warm and confident smile. You don’t know the wonders a smile could work on a job interview.
Why is smiling important?
Aside from the fact that it will make you look charming and confident; it will disarm your interviewer. In a job interview, you will want the interviewer to feel at ease and relaxed. Smiling will also calm your nerves down and will make yourself feel comfortable. Be sure to talk slowly and clearly. Enunciate. Do not mumble.
For Filipinos, watch how you pronounce the following: b, v, f, p, and th and please pronounce the letter h as ‘eych’ and not ‘ech’.
Minimize hand gestures. Excessive hand gestures could make the interviewer feel uncomfortable especially if you look like you’re debating. Excessive hand gestures will also make you look like you are having a hard time expressing yourself. The same goes for mannerisms like cracking knuckles. Keep these in check during the job interview. Now when you meet the interviewer for the first time, and that person introduces him or herself, don’t forget to shake that person’s hand. This friendly gesture works just like wearing a smile. It will disarm your interviewer and will make you look at ease and confident with yourself.
For Filipinos, my last and most important reminder for you is to speak absolutely zero Tagalog. Do not let a single Tagalog word slip out of your mouth. You are most likely to utter Tagalog words or fillers whenever you are having a problem expressing your thoughts. Normally, job applicants would utter words like
Do not let a single Tagalog word slip out of your mouth. You are most likely to utter Tagalog words or fillers whenever you are having a problem expressing your thoughts. Normally, job applicants would utter words like
Normally, job applicants would utter words like “ano” and parang when thinking about how to articulate their thoughts into words.
When this happens, and the interviewer heard it, you are a goner. Nevertheless, when this happens, carry on as if nothing happened. The interviewer might just let it go. By the way, please do not overdress. Dress casually.
Now I know that you’re nervous, and you are probably losing hope already. But pray to God and remember that there are numerous call centers out there. If you don’t get into the first five call centers that you applied for, know that there are hundreds more out there. So relax, have fun, laugh. It is the company that needs you and not the other way around.