interview questions

How Do You Handle Stress

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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.

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.

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.

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.

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.

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.

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.

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.

What Are Your Goals for The Future?

I'm someone who likes stability. My goal is to find a job that I can hold long term with a local company, becoming a valued employee as I gradually advance to positions of increasing authority and responsibility.

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.

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.

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.

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 important to me while selecting my place to work. I will have to decline regretfully.

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.

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.

6) What are the key attributes of a customer service representative?

The key features for customer service executive are- · Professionalism · Politeness · Friendly · Courteous · Helpful

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.

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.

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.

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.

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.

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

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

11) How you handle work-pressure?

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

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

8) What are your strengths?

im hard working, i can work with groups since I am an extrovert person. my communication skills are great as well as my marketing skills since I graduated shs in my strand accountancy business and management. i also have a lot of patience, I think I will be needing it for this job since I will be attending a lot of questions, problems and queries from the clients. i am willing to learn and I am a fast learner. i can speak in English pretty fluently and I think it is important in this jib

13) Mention the types of customer service field

· By phone · Public relationship · Face to face