Call Center Interview Questions

BPO or business process outsourcing organizations handle several operations including the inbound and outbound voice processes for their clients. These processes are run in call centers where people are hooked on to the system and headphone and answering or making calls. There are individuals who look forward to join a call center, but they lack in one of the basic skills that any call center employee has to be proficient in: answering questions. You have to answer questions of the people you interact with, whether they are clients or the team leader or even the floor manager. This skill should be evident when you appear for an interview because apart from answering the call center interview questions asked by the interviewer, you do not have any other way of impressing him and making him believe that you deserve a chance to be appointed for this job.

There are two types of call centers in which people work. The first is the inbound call center, wherein the executives have to answer incoming calls and resolve the queries and grievances of the callers. The other type of call center is where the executives have to make calls and communicate with the clients, either to sell or provide service or communicate with them regarding their experience with a particular product or service of the company.

The interview questions for a job in a call center will provide you an opportunity to familiarize the interviewer with your communication skills, the basic prerequisite for a call center job. However, you should concentrate on giving an overall view of your professional personality to the employer, because this way you will be able to push yourself to a safer avenue and increase your chances of selection.

Given below are some questions that the interviewer will ask in order to test you on different parameters. Read the answers below the questions as it will help you to understand the way you need to answer the same questions to the interviewer.

  1. Tell us something about yourself.

    Answer: Many candidates mistakenly take this question as an attempt from the employer to make you feel comfortable. However, the interviewer is looking forward to hear facts that define you as a professional, not as a university basketball player. Just elaborate about your educational background, technical skills, and previous work experience, apart from your name.

  2. What is your perception of a call center?

    Answer: Speak frankly about what you think about a call center. Tell the merits and demerits you have noticed in a call center work environment and also give suggestions regarding changes you would like to implement to make things better.

  3. What do you consider your strengths and your weakness?

    Answer: Speak your mind. Speak confidently about your areas of expertise and accept where you lag behind as it will put an impression on the employer that you are aware where you stand and what efforts you need to take in order to improve your efficiency.

  4. Where do you think you can take yourself in the next five years?

    Answer: Tell the employer about your career goals and the approach you will adopt to achieve your goals. If you do not have a long term career objective in your subconscious, speak it frankly but do not forget to add that you aspire to grow and learn with each passing day so that one day you become an asset for the organization you work for.

  5. How long do you think will it take for you to adjust to work in a night shift?

    Answer: We all know that our biological clock cannot be forced upon to function. It can be made habitual to adjust according to a new schedule with time. Tell the employer that while at first it might not be easy, you will definitely make yourself comfortable to work at night shifts in a specific time period.

  6. Do you really believe that you can succeed in a highly stressful and target oriented environment?

    Answer: Explain about an incident in your life when you had handled a stressful situation and managed to complete the work in the assigned time. This incident can be from your college life, when you had completed the research project. You can also tell about your experience and performance in the previous jobs and how you managed to meet the targets.

An employer might ask many other questions to test your knowledge, technical proficiency, presence of mind, etc., so that s/he comes to know whether or not you are a perfect match for this job. All the best for your interview.

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