The fact that you’ve been invited for an interview means that you’ve already made a good impression with your resume and you’re one step closer to landing that call center job.
To cross the finish line, you just have to convince the interviewer or hiring manager that you have what it takes to get the job done by answering the questions they pose correctly.
Like most other industries, there are standard questions that you can expect to be asked during a call center interview.
In this article, we’re going to share some of the most common call center interview questions and answers that you can use to position yourself as the right candidate for the role.
Whether you’re interviewing for your first or next job in a call center, these questions and answers will give you a framework to organize your thoughts and ace the process.
Common Call Center Interviews and Answers
1. Why should we hire you?
How to answer: The trick to answering ‘why should we hire you‘ this question is to show that you have the relevant skills and experience to succeed in the role and that you possess a passion for customer service.
Since you’re applying for a people-facing position, make sure you emphasize that you’ve got great communication, listening, and people skills. Mention any accolades you’ve received in the past for the way you treat customers.
It will also serve you well to highlight any personal traits or ideals that reflect the company’s values, mission, and work environment. To do this, spend some time researching the company and use that information to highlight the connections you have with it.
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2. How would you describe the job of a call center representative?
How to answer: You need to show the interviewer that you understand what the role entails and what it takes to be successful at it.
In general, the work of a call center representative is to listen to customers, answer their questions in a way they understand, and provide effective solutions to any problems they might have.
But you can’t just stop at a general description, you need to include specific details about the requirements for the particular role you’re interviewing for in your answer.
Use the role description from the job ad to personalize your response and explain how you can use certain skills to fulfill the job responsibilities and further the organization’s objectives.
3. Can you tell me something about yourself that’s not on your resume?
How to answer: There’s no standard, correct, or wrong way to answer this question. It’s just an opportunity for the interviewer to peek behind your carefully articulated professional see and gain additional insight into who you are.
You can choose to talk about your interests, hobbies, goals, workplace experiences, relationship with your family, or even that new quirky skill you’re learning just because. You just have to tell the story in an interesting and memorable way.
If possible, find a way to show how that interest or experience plays into your professional life and positions you as the right candidate for the call center job.
Also Read: Best Examples To Answer “Tell Me About Yourself”?
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4. What steps do you follow when interacting with a customer?
How to answer: Most call centers will provide training to familiarize you with their practices or at least provide scripts that you can use when talking to customers.
Still, the interviewer would like to know that you have an understanding of the proper service procedures to follow in every customer interaction.
Break down the actions you take and what purpose they serve. For example, you can say that you always start by greeting the customer and introducing yourself before asking for their name so you can personalize the conversation.
Next, you ask how you can help them, listen patiently to what they have to say, then offer an apology if necessary, assure the customer that you’ll help them fix the issue, and then proceed to offer a solution.
After this, you’ll ask if they are satisfied with the solution and whether they need assistance with anything else. Finally, you’ll end the call by thanking them for doing business with the organization and wishing them a good day.
Check Out: How To Answer “What Are Your Salary Expectations”?
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5. How would you rate/describe your people skills?
How to answer: If you get asked this call center interview question, don’t just say “I rate my people skills a 9 out of 10” and leave it at that. Talk about how much you love working with people and any compliments you might have received in this regard.
If people are constantly praising your people skills, mention it. If you’ve received commendations in performance reviews for your ability to relate well with people, use it to buttress your point.
Even if you’ve never worked in customer service, you can still bring up any activities—e.g. volunteering, organizing meetups, going on sales calls—you’ve engaged in your personal and professional life that involved interacting with other people.
Also Read: Worst Job Interview Answers & What To Say Instead
6. Why do you want to pursue a career in customer service?
How to answer: If you’re applying to an entry-level position in a call center or switching over from a different career path, you’re probably going to get asked this question in your interview.
Don’t be afraid to be honest about your underlying reasons, even if that reason is the financial rewards the position is offering. However, money shouldn’t be the only motivating factor you bring up to avoid creating the wrong impression.
Buttress your answer by mentioning how much you enjoy communicating with people and solving problems. Or why you think working in a call center will help you sharpen your skills and usher you into the next phase of your professional journey or aspirations.
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7. Can you describe a time you helped a customer solve a difficult issue?
How to answer: If you’re not applying to an entry-level position, you should be able to draw from your previous experiences serving as a call center operative to answer this question.
Structure your response using the STAR (Situation, Task, Action, Result) methodology. Begin by describing the situation and the task you were faced with, then talk about the actions you took to address the issue and the results you produced.
There’s really no right or wrong scenario so feel free to use any example that comes to mind. The point is to show that you solve issues for customers quickly and efficiently.
Also Read: Things Not To Say In A Job Interview
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8. What are the most important skills a call center rep should have?
How to answer: The key skills that call center operatives must have to perform well in their role include a high degree of professionalism, impeccable communication skills, and a willingness to help others.
A call center rep must also be polite, courteous, a quick learner, knowledgeable about the company’s products and services, and adept at solving problems in a limited time frame.
Keep in mind that this list of skills is by no means exhaustive so don’t hesitate to talk about any other attributes that you feel are essential for the job.
9. How would you handle a difficult or dissatisfied customer?
How to answer: There will be times when you have to deal with a challenging customer who is either angry, yelling, or outright verbally abusive.
To successfully answer this call center interview question, you need to show the interviewer that you know how to de-escalate such situations.
Explain the customer service practices that you have used in the past to respond to difficult customers and attend to their needs.
If you don’t have previous call center experiences to draw from, just tell them that you would listen attentively to learn as much as you can about their issues.
Then you would empathize and offer an apology for the situation first to show the customer that you understand their frustration. After that, you will promise to help them resolve the situation, ask clarifying questions, and proceed to offer relevant solutions.
Also Read: Best Colors To Wear To An Interview (Male)
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10. If a customer has a problem you don’t know how to address, what would you do?
How to answer: What the interviewer wants to know is how you approach those rare situations where the customer’s question or problem cannot be easily answered using the resources immediately available to you.
Demonstrate that you have good problem-solving skills by reassuring them that you would remain level-headed in the situation. Appeal to the customer to exercise patience while you look for a way to resolve their issue.
Then, you will comb through the company’s knowledge repository, conduct additional research on the internet, and reach out to coworkers for answers.
And if that doesn’t produce results, you’ll take the challenge to your manager to see if they can help you figure out a solution.
Also, you’ll make sure to keep the customer updated on your activities and progress throughout so they know you’re treating their issue with seriousness and urgency.
Also Read: Best Colors To Wear To An Interview (Female)
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11. What does quality customer service mean to you?
How to answer: The purpose of this call center interview question is to decipher the kind of approach, understanding, and mental attitude you’re bringing to the role. To answer the question, think about why you’re interested in a role in customer service.
Do you enjoy listening to people’s complaints and desires and helping them solve their problems? Are you passionate about creating amazing experiences for customers and clients?
Do you believe that an unhappy customer is one that just hasn’t interacted with you yet? Are you of the opinion that the customer is always right and their needs should come first?
That’s what you should say when explaining what counts as excellent customer service in your books.
12. What motivates you?*
How to answer: Even though the first answer that comes to your mind is probably money, don’t say that. Instead, say that what drives you is being able to help people and improve their lives in some small and tangible way.
Tell them that you derive great satisfaction when you’re working towards a goal like trying to mend fences with an irate customer and convert them into a happy and loyal customer.
Alternatively, you can make your response about the daily practices you use to keep your head afloat such as working out, eating nutritionally balanced meals, and using to-do lists to prioritize and manage your workload.
Also Read: How To Answer “What Motivates You In Life”?
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13. Are you comfortable multitasking or do you prefer to focus on one task at a time?
How to answer: The best answer for this call center interview question is to suggest that you are able to handle both depending on what the situation calls for. Let them know that you can handle multiple accounts at a time without compromising on quality of service.
However, you are also able to go above and beyond and give the best of your efforts on one account or issue at a time. You can include an example of a situation where you had to juggle multiple tasks at a time and how you dealt with it and ensured nothing slipped through the cracks.
14. What would you say are your strengths and weaknesses?
How to answer: For your strengths, describe the qualities and skills that make you an excellent candidate for a call center position. Speak of your impressive communication and listening skills and your ability to think outside the box. Present creative solutions to pressing problems.
Tell them about your boundless patience and ability to remain upbeat and cheery even when dealing with angry and difficult customers. Talk about how adaptable and flexible you are, how proficient you are with technology, and the way you get along easily with everyone.
For your weaknesses, choose something that doesn’t point you in too negative a light and won’t get in the way of your job performance such as not being able to step away from work even after working hours. Or having difficulty telling people no.
Don’t forget to mention the steps you’re taking to overcome your weaknesses.
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15. How do you handle pressure and stress?
How to answer: Working in a call center, you’re going to be dealing with dozens of customers from all walks of life daily, each one waiting to unload their troubles on you. You need to prove to would-be employers that you cope with the stress and won’t crack under the pressure.
Tell them that you welcome the challenge of working in a fast-paced environment because it allows you to think on your feet and bring your best to the table.
Alternatively, you can tell them about the coping mechanisms you use when dealing with stressful situations to stay cool and avoid becoming overwhelmed.
Don’t forget to share an example of a time when you had to deal with a lot of pressure or stress at work and how you dealt with the situation.
Photo by Sora Shimazaki
16. Do you have experience with any CR-related software?
How to answer: If you’re an experienced call center representative, the interviewer is probably going to ask you about the programs and tools you’ve used in your role so far. Your answer to this question should be based on the job description.
Take note of any specific software or tools mentioned in the job ad and talk about the ones you have experience using. You can also mention other alternative tools that you’re familiar with that serve the same functions to show that you can easily pick up the stated tools.
And if you have no experience with such programs, you can still sell yourself by talking about how prolific you are with computers and how quick you are to learn new technologies.
Check Out: Key Strengths & Areas of Improvement
17. What do you know about our products and customers?
How to answer: This is how interviews test you to see if you did any research on the company before the interview. Your response will indicate whether you’re a diligent person who is serious about joining the company or you’re looking for any random organization to hire you.
Make sure you consult the company’s website ahead of the interview to learn as much as you can about it. Check out the services or products it offers, look through customer testimonials and reviews, watch demos, and even try out the product if you can.
Use the information you gathered about the company during your research to explain what you think about the company’s products, who its customers are, and why its offerings resonate with you.
Explore: How To Answer “Walk Me Through Your Resume”?
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18. How would you rate your communication skills?
How to answer: Communication is the cornerstone of customer service so this is your chance to demonstrate that you know how to talk to people and get them to listen and understand you.
Don’t feel shy about talking yourself up a bit and rating your skills anywhere from 7 – 9 out of 10. You want to show that you understand that no one is perfect and there’s always room for improvement.
You can go a step further by giving an example of how you have used your communication prowess in different capacities in your former workplaces or in your personal life.
19. Can you tell me about a time you made a mistake at work and how you dealt with it?
How to answer: Everyone makes mistakes so the interviewer is not trying to shame you by asking this. They just want to know how you react after making the wrong move.
Your answer should be couched in story form so briefly describe the incident, from what you had in mind when taking the action you took to what happened as a result.
Finish off by saying what you did to rectify the situation after realizing your mistake and the lesson you took away from the experience.
Photo by Tima Miroshnichenko
20. What are your proudest moments or achievements?
How to answer: There’s so much that you can cover here. Your achievements don’t have to be limited to the workplace alone, especially if you have little or no work experience.
Your proudest achievement can be graduating with excellent grades from college. It can be building a large community on social media, getting married to the love of your life, and raising your kids.
It can also be an award you won for doing something, a memorable customer interaction that impacted your life and the way you see your job, or how your previous team tripled their sales revenue.
Whatever it is, be sure to clarify why that specific achievement means a lot to you.
Also Read: How To Answer “Why Do You Want This Job”?
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21. Why did you leave your last job?
How to answer: Unless you were headhunted explicitly for the role you’re applying for, you can expect to get asked about your motivations for leaving your previous job or wanting to leave your current employer.
The best practice is to avoid saying negative things about your past or present workplace no matter how true they are.
Instead, you can talk about how you’re looking for new challenges or how the company didn’t have growth opportunities that aligned with your skills and career goals.
Round off your answer by expressing how or why the company you’re applying to is a better fit for your needs.
22. What pushed you to apply for this job?
How to answer: The aim of this call center interview question is to discover whether you want to join the team for the right reasons.
Your answers need to speak specifically to the positive qualities of the company and the job description that enticed you to throw your hat in the ring.
If you applied because you’re looking for an entry-level position that allows you to leverage your people skills while gaining real-world expertise on what it takes to deliver impactful client or customer experiences, say so.
If you share the company’s values and want to lend a hand to help it achieve its mission or maybe you just think it has a great employer brand and working environment, mention that too.
Also Read: Short & Sweet Followup Emails After Interview
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23. How would your current or previous manager describe you?
How to answer: This question is meant to assess your self-awareness and enable the interviewer to get a sense of who you are from other people’s perspectives.
You can easily answer the question by flashing back to your most recent performance review sessions and 1:1s with your manager and restating what they said about you. Talk about how you think you impacted your coworkers and the admirable qualities or strengths you brought to the work environment.
However, you should avoid fabricating stories that don’t truly reflect who you are because the hiring manager might reach out to your former supervisor to ask about you and you could get caught in your lie.
Photo by Anna Shvets
24. Where would you like to be in five years?
How to answer: Call center companies want to hire people who are interested in sticking around for a long time so they don’t have to keep spending money hiring and training new staff.
Frame your reply in a way that positions the call center industry as the right one for you and your career plans and personal commitments.
Make them believe that you would like to keep growing within the call center profession over the next five years. Even if the position is only a stopover until something better comes along, keep that to yourself.
Tell the interviewer what they want to hear. That stability and career advancement within a company you love are important to you. That if hired, you see yourself leading the team or working in some higher capacity for the organization.
Also Read: Signs Your Zoom Interview Went Well
Photo by Tima Miroshnichenko
25. What do you hate/dislike about working in customer service?
How to answer: Don’t assume this interview question is an invitation to list out all the grievances you have regarding your former workplaces. Instead, use your response to emphasize your values, suitability for the role, and commitment to helping customers.
Talk about how you hate those odd situations where it’s impossible to fully address a customer’s complaint and come up with a resolution that they find entirely satisfactory.
Say that your number one goal in any customer interaction is to make them happier and their lives less complicated than they were before they got on the call. As a result, it’s hard not to feel humbled and defeated when that outcome is not feasible.
Also Read: Smart Questions To Ask At The End Of An Interview
Conclusion
The key to passing call center interviews and landing offers is adequate preparation. It’s not enough to just know the questions they might ask you and how to go about answering them, you also need to prepare and practice your answers beforehand.
This way you won’t be relying entirely on improvisation and you can deliver articulate and polished responses that will wow the interviewers.
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