10 Call Center Interview Questions you

MUST be Prepared For

December 16, 2013 by Laran Joseph 8 Comments
Working at a call center is a rewarding experience
with lots of opportunity for social interaction with your peers as well as with people at the
other end of the telephone line. Most call center jobs offer convenient hours, tons of benefits and
a high-tech workplace that is comfortable and safe. In addition, the growth prospects at a call
center are tremendous. Starting at the agent level, you can work your way up the ladder to senior
executive, team leader, group leader, program manager and then senior manager operations. The
pay is great and the opportunity is fantastic.
Here are some basic call center courses you can take to prepare you for the interview:
Cold Call 101: How to Cold Call like a Boss!
Customer Service Training
Below, you will find questions related to outbound sales and inbound customer service. These
are the two major categories in call center jobs. Some are more specialized than others, but these
questions will cover whatever you need to know to successful attend a call center interview for
the position of customer service/sales executive.
Inbound Customer Service
These questions will cover the basics of phone customer service, call etiquette and other
essentials of inbound customer service call centers.
1. Why did you leave your last position?
This is a tricky question because anything you say can and will be held against you! Be careful
and only answer with a positive tone. You can say that you didnt find the job challenging
enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time
on idle mode. Never speak ill of your last employer because it shows that you will do exactly
the same once you leave this one! Protect the image of your previous employer, and your current
one will respect you for it.
2. How would you handle an angry call from a customer?
First, you need to allow them to vent their anger. If they are abusive, tell them youre willing to
listen, but only if they stop using profanities. Next, hear what they have to say and note down
key points. Third, re-state the main points so both of you are clear about the situation. Fourth,
find a solution that fits within your companys policies and can redress the customers problem.
Fifth, confirm that the problem has been solved and that the customer is satisfied with the
solution. You may not be able to do all of this in one phone call, but this is the essential process.
The important part is to keep your cool at all times, and genuinely try to find a solution that will
make the customer happy.
3. Have you ever had conflict with your team leader or manager?
This can be your answer: No, my work ethic is strong, so theres been no reason for conflict.
However, at times I have had disagreements on how to resolve a particular problem for a
customer, but I have always been able to talk it out and find a solution that my team leader has
supported.
4. Are you able to work with multiple phone lines?
Your answer: Yes, this has been part of my training, and my previous job entailed handling
several lines. I have good multi-tasking skills and my previous employer can vouch for this.
5. How would you handle a high pressure environment?
Your answer: I am highly organized, and I prioritize my workload so that everything gets done
on time and with high quality. I also leave room for urgent tasks that might be assigned to me so
that my schedule is basically unaffected by emergencies.
Outbound Telemarketing
These questions are often asked of candidates aspiring to a position as a telesales representative.
6. How many calls per hour can you make on an average campaign?
Make sure you do your homework/research before you answer: My average call handle time was
about X minutes at my previous job. On a similar campaign I can typically make 60/X calls per
hour. On a predictive dialer I can usually make 10 to 20 percent more calls.
To improve your sales skills, try this online course Sales Skills by Learning Motion
7. What are your strengths and weaknesses?
Your answer should be relevant to telemarketing, so you could say: I have the ability to talk
effectively and persuade people. I am a good listener, and that helps me identify customer needs
so I can sell more effectively. My one weakness is that I sometimes get too involved with
customers, but I have counseled with my previous manager on this and I believe I no longer have
that problem.
8. What are your goals as a telemarketer?
Your answer: My goal is to have a very short learning curve on this particular product portfolio.
By doing this, I can aim to be among the top performers in the next 3-6 months. After showing
consistent results for another 6 to 12 months, I will aim to become a team leader in the same
company because I believe that growing with the same company will give me a strong
foundation for my career growth.
9. How do you handle a customer who starts yelling at you as soon as they pick
up and find out that you are a telemarketer?
Your answer: Not every customer is in the right mood for a sales call, and I understand that. Irate
customers are part of the game, and I can easily calm them down with an apology; however, I
will usually attempt to get a callback time so a valuable potential customer doesnt lose out on
the great benefits your products can give them.
10. What do you do if the dialer puts a Do Not Call number through to you by
mistake?
Your answer: As soon as I know that this is a DNC number, I will apologize at once to the
customer for the error and assure them that their number will be immediately included in our
internal DNC list. I will also make a note in the CRM application so even if the system error
happens again the next agent wont be forced to deal with an escalated problem. I will also report
the problem to my team leader or manager as soon as I hang up.
If youre looking for expert sales training online, then you can sign up for this amazing course by
Mike McCormac, a leading sales expert Eight Keys to Sales Success
Common Call Center Interview Questions in
the Philippines
Spontaneity in communicating in English is one of the biggest requirement to become a call center
agent here in the Philippines. But it doesnt mean that if youre good in speaking the language youll ace
every call center application that youll go through.
There are different factors from which they hire an applicant. Aside from the good command of using
English language; Character plays a big role in every employment application. So, to gauge the
characteristic of an applicant; the interview process takes place.
The interviewers goal is to know if the applicant is qualified for a position and analyze if that person can
represent the company theyre working at. They need to know if the applicant can pass the standards
needed by the company and would have the capability in performing for the delegated position.

Here are some Frequently Asked Questions during interviews when applying for a call center job:

1. Tell me about yourself.
In answering this question, you dont have to give details on your resume. That is the most common
mistake of an applicant. They give off information that is already in there resume like name, age etc...
What the interviewer would like to see is your spontaneity in answering and the things of your interest
that will relate to the job you are applying to. Also, because this is the initial question, try to give an
answer that will leave a positive impression on you.

2. Why did you leave your last job?
Try to answer this in the most honest way you can without bad-mouthing your last company. Of course
we have something to say about the company weve been with right? But the recruitment would not
want someone who back stabs other companies even if they are competing.
Now, this is where your research pays off. What you need to do is just focus on the positive points of the
company you are applying to. You can tell them that as an applicant you would want to be part of the
best in the industry.

3. Why call center?
Dont give off any sugarcoated answers for this one. Just give them the most honest answer you can
give. It is practical to work on a call center. You get all the benefits like, HMO, night differential,
allowances and not to mention the high salary.
(For a more detailed answer please read my article; Why call center?)

4. What are you weaknesses?
When answering this question you need to turn your weakness into strength or into something positive.
Most common answer is saying that you are a perfectionist; this becomes a weakness for you because
as a perfectionist, you are very particular to the quality of the result of the task given that it usually eats
up your time to finish a job.
This example sounds a little cheesy and obvious so try to think of your own Weakness.

5. How do you provide EXCELLENT customer service?
We all know that when we say customer service is when we address to the clients concern. When we
say excellent customer service, we provide additional service aside from the inquiry of the client and at
the end of the day; the client was pleased about the service provided. Exerting every effort we can give
and empathizing to the client as if we are the one in need of help.

6. How do you see your self 5 years from now?
Now, dont go saying youre planning to be in abroad at that time. The last thing they want is an
employee who has no intention in staying with them.
You need to tell them that by that time; you see yourself as one of the big bosses in that company,
regardless if its manager or supervisor or on a different department. Anything that will tell them that
you are serious in your job application, you are willing to stay for a long time and you have the dream to
grow in their company.

7. How would you describe the color red to a blind person?
Now, this one is a little tricky. The interviewer is testing your spontaneity in answering and how you
think.
We all know we have 5 different senses; Sight, Hearing, Feeling, Smell and taste. A blind a person is
missing one, sight. So what we need to do in order to describe the color red is try to use other senses
in describing the color. For example; the color red is like a loud noise, it is a very loud color.

8. Do you have any questions for me?
This is usually the last question in an interview. Even though its the last question, you as an applicant
can still leave a great impression to the interviewer by asking more information about the company or
even the next process of the application. This will show sincerity in your application.


Always remember that you need to answer interview questions honestly. If you will give any false
information about yourself or your work experience; it can lead to the termination of your application
and the worst is you may be black listed in their company.


For more tips and information in applying on a call center, you can check out my other hubs.
Today, the BPO industry is one of the biggest industries here in the Philippines. It provides
millions of jobs. Not only that it gives employment opportunities, it is also considered as a high
paying career. Many are now trying to shift careers due to the high compensation and better
benefits offered from this industry. I am one of those who shifted careers to taste the benefits
given by this job.

First, we need to understand;

What is a call center?

How does it work?

Why are they investing here in our country?

What are the usual job positions available and their job descriptions?

A call center is an office where the company communicates to their clients or customers.

Here in the Philippines, call center companies are contracted by other companies to hire, train,
and manage employees that will represent them.

For example:

Company X will hire a call center in the Philippines. Company X would just have to give the
specifications and requirements to the call center. The call center will now hire, train and manage
employees that will represent Company X in communicating with their clients.

What would the companies get if they hire a call center?

They would be saving money. The company would not have to buy office equipment, they
wouldnt have to use their own facilities, they wouldnt need to advertise for the job posting and
they wouldnt be paying the standard salary in their country. All they have to do is hire the
service of a call center and let them do almost everything.

And because the call center agents are not directly employed by the company that hired the call
center, all benefits that would be given to the agents or representatives will come from the call
center company.

We also have the in-house call centers. These call centers are part of the company itself. Instead
of them hiring the service of a call center, they would just open their own call center.

What would they get from this?

They would also be saving money from the salary given. Instead of them paying the standard
salary in their country, they would will just open an overseas call center and get lower salary
rates for their employees.

For example:

A local from their country gets $8-$12 an hour while an overseas call center representative will
get $2-$4 an hour only.

Now, if youre planning to go to this career. You must have an idea what the job is about and
what are the usual positions.

INBOUND Agent- This means you as an agent will RECEIVE the call or ANSWER calls.

OUTBOUND Agent- This means you are the one who would call customers or clients.

Customer Service Representative addresses customer or clients queries regarding the service or
the product they represent.

Technical Support Representativeaddresses customer or clients queries about the technical
aspect of a product or a service they represent.

Sales Representative offers products or services to clients or potential customers. Basically, they
sell stuff.

Collections Representative collects payments or unpaid balances from clients or customers from
the product or service provided by the company.

Chat/Email Support (non-voice) addresses customer or clients queries through chat or e-mail.
NOTE - * The Collections and Sales representatives usually work with a specific number of
quota or goal. They would have to hit these goals in order for them to be considered as efficient
agents.


Right now there are a lot of different companies offering different positions. Most of the
companies here are always open for walk-in applicants.

I hope this shed some light for those who are interested in becoming part of the call center
industry. Next time I'll try to write tips on applying and what to expect during call center
applications.

Call center application tips
On my first two hubs, I discussed the "BASICS OF CALLCENTERS IN THE PHILIPPINES"
and answered the question, "WHY CALL CENTER?"

Now in this hub, I'm going to share some tips in applying on call centers.

1. First, you need to know what position you want to apply on and be familiar on the job
description of that job. It would be a big turn-off for the recruitment if you dont have any idea
on what are the responsibilities and description of the job. Also, choose what you think you're
comfortable doing because this can be a very stressful job.

2. Before you apply on different companies, try to do some research about them. Know what
makes them different among other companies, what are the benefits they offer, what are the
positions available...etc. This will also help you on your interviews.

Try to check out call center forums and guides. It will help you get the information you need.
(Example is Pinoy Exchange)

3. If possible, try applying on companies near your place. Convenience will really help if you
want to stay in this career.

4. Look and apply for jobs online. This may sound lazy but it would be more convenient
applying online and just wait for their call compared to walking-in a company. It will also save
you resources and energy.I know call centers prefer walk-in applicants but aside from saving
resources and energy, you can also see the minimum requirements for a certain job online. If you
think your qualifications are enough then you can submit your resume and wait for them to call
you.
I remember applying in a company where it was rumored to offer higher salary than the one I
was working with. So, I went there after my shift to apply (coming from a graveyard shift.
Application starts in the morning). I have no idea what position they are looking for, all I know is
it was a call center and they are looking for agents. After passing the initial interview I was told
that the next step is a typing speed test and I need at least 50 words per minute. I knew I had no
chance knowing that my average typing speed is only 28-32 words per minute. In the end I failed
my application. They were looking for IP relay agents. I would not have wasted time if I knew
what they were looking for.
Applying online also helps you manage and prioritize the company you want to go to first.

5. As much as possible, dont apply on Recruitment Agencies. It will just waste your time and
energy. They will let you undergo this screening process with the initial interview, test, final
interview and then they will just endorse you on a company and you would still undergo the
companys process. Apply directly on companies. You can immediately spot if its a
recruitment agency; they have lots of ads on different job portals and they are looking for agents
for different locations. Research before you apply.

6. Try practicing your typing speed. Most companies require applicants to have at least 25 words
per minute or for some, 50 words are required so exercise those fingers...

7. Make a resume that will highlight the skills needed for the position. Make it plain and easy to
understand. Dont put unnecessary things that are not related to the job position you are applying
to.

8. Always bring extra resume when you are applying. Youll never know when youre going to
need it. And always bring a pen. I really find it annoying when applicants borrow other
applicants pen. You are going to fill up application forms or maybe the job offer itself so you
better bring your own pen.

9. Wear decent clothing. Dress to impress. I know it's common to see call center applicants
wearing t-shirt and jeans. But that still reflects to the personality and character of an applicant.
The recruitment team might have the impression that you are not taking your application and the
company seriously. It never hurts to dress properly for an interview. This also may help you get a
positive impression from the onset of your interview. They will see that you are sincere in your
application and you are respecting them by dressing for the occasion.

10. Bring jacket. Call center lobbies tend to become really cold after youve been waiting there
for such a time. Remember that as much as possible you must be comfortable when you are
applying.

11. Be honest in answering interview questions. As explained in the "WHY CALL
CENTER?" hub, the interviewer will know if you are being untruthful, unsure or even not
qualified for the position.

12. Prepare yourself for a 1 day application process. When I say one day, it's really one whole
day. Some call centers pride themselves with this type of application process. You can bring a
book or you can play games on your cell phone to pass time. Each process in the application has
long waiting hours. The worst is waiting for the final interview. You would have to wait for the
account manager. These guys are directly connected to the clients and because of their busy
schedules; you would have to wait for them until you are interviewed.

13. Follow up your application. Not only that this shows your seriousness for the position but
also this may clarify if you passed or didnt.

14. Finally, don't lose hope. If ever you get negative results with your application just try again.
There are lots of different centers and opportunities out there. I know some people who got their
first job on this industry after failing from several applications. You can also work on your
weaknesses so the next time you apply you will have better chances. So, dont give up!


The call center industry really provides good opportunity for everyone. If you really want to get
on it, simplybe prepared.
Tips in answering, "Why call center?"
"Why call center?", a simple question yet many fails to understand the simplicity of the answer
for this (I am one of those who failed). I remember my first application to a call center company.
During my initial interview, I was asked the same question.
"To practice and improve my communication skills." I replied with conviction.
To be honest, I wasn't really expecting that question so I tried to answer it in a way I thought
would give the interviewer the impresion that I want to grow in the industry. But I was wrong.
From the moment I finished my answer, I can see the sudden change of expression from the
interviewer. She told me that the they are not looking for people who are just here for practice
and improve their communication skills. She also added I could have done that at school or on an
English training class.
At that point, I knew I flunked my interview. It really messed up my confidence. When I was
told that I would just receive a call and just keep my lines open, it just validated my
apprehension.
First, we must understand that this question is not a trick question. It's a question that does not
need sugar coated answers. You should be honest and truthful.
Let's discuss the reasons why people go to this industry and sometimes leave or shift careers;
SALARY - Here in the Philippines, the average salary of a starting professional is $220-$250 a
month. While a call center agent with no experience can start from $350-$500 a month.
This is the most honest answer that you can give, you earn higher in this industry compared to
the local ones. My mom has been a teacher for more than 15years and yet my salary in my first
call center is a LOT higher compared to hers.
BENEFITS - 10%-20% night differential, 10-20 days of sick leaves/ vacation leave a year,
Health Card(HMO), payed over time, transportation allowance, signing bonus and much more.I
even heard that some even offer rice allowance, clothing allowance. You won't get that on most
local companies or jobs here.
PEOPLE - Because this is a new industry here in the Philippines, most of the employees are
young and fresh graduates. We can say that the environment is fun and the atmosphere is very
fresh.
TIME OF WORK - I'm not saying that all centers here in the Philippines offer nighttime
schedule, but because most of the employees are young, they prefer working on night shifts. I
think this has got to do with them coming from a day shift school schedule or a day shift job
before. Nightshift is something different and a new experience for most of them, it is a COOL
idea to work night time and sleep duringthe day. Also, the night differential plays a big role for
this, the 10% to 20% night differential on their salary really adds up.
JOB AVAILABILITY - Now, this answer is a little tricky, it could play well or it can lead you
to a disaster of follow up questions. We all know there is no special course or degree needed to
work on call centers. The interviewers will try to see if you are really serious in your job
application, they would want to know if you are going to stay or is this just for temporary basis.
They know that most of the employees are there because they can't find a job on the degree they
graduated from. Of course they would want to hire an employee who would stay longer.

These are the most honest answers that can help you with the question. You don't have to
sugarcoat every answer. All you need to do is answer in the most honest way you can so the
interviewer will feel the sincerity of your application.
14 Most Common Call Center Interview Questions and Answers
The call center industry is one of the fastest growing in the country 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 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 the call centers set up shop here because of our low labor costs, Filipinos decide to work for the
call center industry because they get paid higher than average wages there. Consider this: if you are an
average worker with an entry level position, you probably are getting paid seven to ten thousand a
month (take home); meanwhile, an average employee in the call center industry with an entry level
position will get around fifteen thousand pesos a month (take home) plus free dental and health
coverage. Call centers also will pay your SSS (Social Security), PAGIBIG (home building fund), and
PhilHealth (health insurance) from day one in 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.

Furnishing a resume is easy, 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 arent 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.

In this blog post, I will be discussing the most common and hardest to answer call center interview
questions. I also would be equipping you (our dear readers) with valuable tips on how to answer these
call center interview questions.

While call center interview questions will mostly resemble interview questions found in job interviews in
other industries, the way that one answers them will have to be different and tailor made for the needs
of the industry. Job interviewers in the call center industry will be primarily on the lookout for skills such
as flexibility, customer service, multitasking, good communication, and critical thinking.

This blog post featuring call center interview questions and answers will be presented in a question and
answer format. The answers will be given in a script format. This will be followed by a short explanation
on each call center interview question and answer.


Call Center Interview Question 1: Tell me something about yourself.

Call Center Interview Answer 1: Well, I can say that I am a person with varied interests. During my spare
time, I like to sketch anything that I see on the street such as a dog passing by or a little girl buying candy
from the neighborhood store. These things fascinate me. I guess I like to observe people. On Sundays, I
do volunteer work at the orphanage in Mandaluyong. My volunteer work consists of encouraging
wealthy people to donate money to the orphanage. What we do is we go to the upscale subdivisions in
the city and tell them about the orphanage. When I have the time, I also like to read novels, and play
basketball.

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 that is already found on
their resume like their name, address, and school information. Do not make this mistake. When being
asked this question, you are supposed to answer with information that is not found in 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 youre
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 afterwards. If you like to watch TV, amuse your employer by
saying something like Im 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 Question 2: What is your idea of a call center?

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 its a sales account, instructing callers if its a technical support account, etc) or the people
working in call centers. This call center interview question would only be asked if you dont have any call
center experience yet.

Call Center Interview Question 3: Why do you want to work in a call center?

Call Center Interview Answer 3: Id 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 became skillful in
dealing with difficult people and patient in working with irate clients. In my course, we were also taught
how to be good listeners which I know is a very valuable skill in this industry. Another reason why I want
to work for a call center is because I know that the benefits and pay in the call center industry is 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 which would only be directed to applicants without any call center experience.
Please do not answer this call center interview question by saying that you want to improve your English
or that you need money to help your parents. By applying for a call center position, you should already
be confident with your communication skills in English. The interviewer also wouldnt want to hear that
you are in this just for the money. The above response is a good example on 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 out there trying
to look for a job in the call center industry.

Call Center Interview Question 4: What are your strengths and weaknesses?

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 English
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 at times I would render too much overtime 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 would be 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 dont want to say that you dont have any as this will
make you look egotistic. So make sure to be prepared to come up with at least one weakness which isnt
too negative. Examples of weaknesses which arent very negative are: being workaholic and being too
friendly. Answer this call center interview question with a lot of confidence.

Call Center Interview Question 5: What makes you qualified to work in a call center?

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 dont have complaints with 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 Question 6: Why do you want to work for our company?

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 companys positive attributes.

Call Center Interview Question 7: What has been your most significant achievement?

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 into 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 sort of
achievement even if it is only to your own right such as motherhood, marriage, and etc. Rack your brain.
Youll think of something.

Call Center Interview Question 8: Give me one quality that you have which will not make me not 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 dont find it perfect. In my previous job, I sometimes would go on overtime
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 dont have any qualities which are negative. If you do
this, you would 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
which are bordering positive and negative are being 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 Question 9: How do you see yourself five years from now?

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 companys
objectives. It is good to be honest with the interviewer on this question so that expectations will be
properly set.

Call Center Interview Question 10: What are your goals in life?

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 with the previous one presented.

Call Center Interview Question 11: What do you know about this company?

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 country, one in Cebu, and four in Metro Manila. You have
several accounts but 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 isnt 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 Question 12: What is your idea of quality customer service?

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 Question 13: What is your expected salary?

Call Center Interview Answer 13: Whatever amount you give to people with my qualifications is 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 fine 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 dont 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 Question 14: Why should we hire you?


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 wont 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 isnt 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.

Most people say that it is not what you say, but how you say it. While it is true that 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 I 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. Lets 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 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 dont have a chain of thought and can make you feel
less confident. Try to sprinkle your response with some filler though. If you dont 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 response.
This will make sure that you will still have some filler and pauses in between for responses while
formulating your answers. It wont 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 youre hobbies are and you say reading, then
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 havent 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 cant 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.

In the call center industry, it is very important to possess chain of thought and confidence. Why do you
need confidence? Simple. 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 will 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 in you. 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 dont 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.

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 youre 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, dont forget to shake that persons 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. My last 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 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. Oh and by the way, please do not overdress.
Dress casually.

Now I know that youre nervous and you are probably losing hope already. But pray to God and
remember that there are numerous call centers out there. If you dont 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.

Call Center Job Interview Key Points: Final Interview

A one-on-one interview with the manager or in front of a panel.

A call center final interview is nerve-wracking, gut-wrenching and can make you lose your focus in just a
blink of an eye. Applicants who arent fully prepared usually fail the final interview so you better make
sure youre 101% ready.

Focusing on the Interviewer

Listening and nodding your head isnt enough to guarantee you the call center position youre aiming
for. You have to listen carefully and absorb the questions being thrown at you so you can compose the
best possible answers in your head and be able to answer the interviewer without stuttering.

Preparing Yourself

If this is your first time applying for job in a call center company, then you have loads of things you need
to be prepared of. You may have gotten through the initial interview and written exams smoothly but
the final interview will determine the results.

You may find some of the questions in the final interview that you have already encountered in the
initial interview, do not be troubled, its a test! Call center final interviews measures your behavior and
attitude, this means you have to be on your best behavior when answering and make sure your answers
on your initial interview matches your answers on your final interview.

Common Questions in a Call Center Job Application Final Interview:
1. What do you consider as your strengths and weaknesses?
2. How do you deal with stress?
3. How does your attendance describe you?
4. Do you know what the call center industry is all about?
5. Can you work on weekends/Shifting schedules/Do overtime work/Graveyard shifts?

Tip: Research more on the background of the call center company you will be applying at and how the
call center industry runs.

Some Crucial Scenarios and Questions in a Call Center Job Application Final Interview:
1. Role-play: Sell an item or a service to the interviewer.
2. Role-play: Handle an escalated call from an unhappy customer.
3. What sets you apart from all the other candidates? Support your answer.
4. What have you done to promote great customer service? Can you give me a sample?
5. What types of coworker/supervisor do you like and the types you dislike? Are there some types of
coworker/supervisor you do not like to work with? Tell me why?

Tip: It is better to back up your answers with examples based on your experience than just answering
the interviewer with a yes or no.

If the interviewer shows lack of modesty or professionalism in front of you during the interview, do not
falter, sit straight and smile. Sometimes interviewers use this strategy to lower your guard down when
theyre about to throw you a difficult or awkward question. It is their way of testing how you mind
operates under pressure.

Applying for a job in a call center company in the Philippines is a tedious task because the recruitment
process usually takes one day with ten or more hours processing time. Some applicants waste their own
time by being unprepared or by answering the interviewer with unrelated things and fillers (the uhms
and ahhs).

The best way to ace your application in any call center recruitment process is being well prepared. Some
may lack some necessary skills to pass the skills test, but skills can be acquired through trainings and
seminars, while rotten attitudes and questionable behaviors could take years to adjust. Thats why many
call center companies in the Philippines encourage inexperienced and undergraduate candidates to
apply to them. They want to provide employment to entry level jobseekers that are willing to learn and
improve themselves, and in return, they provide the call center company strength and growth.