Call Center Questions

Q:

What procedure you will follow when taking a customer’s call?

Answer

Answer this question around the following steps :


1. Greet customer.


2. Tell your name to the customer.


3. Ask customer how you can be of any assistance to him/her.


4. Listen carefully and patiently to the customers query or requirement.


5. Provide the customer with the best solution or assistance without making him/her wait for long.


6. Inquire if customer is satisfied with the assistance or help provided.


7. Ask the customer if he needs any further assistance.

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Q:

Can you work in shifts?

Answer

Say “Yes” if you have made up your mind to work for a call center. Call centers would usually work 24 X 7 which needs some executives to be always present in the center. This means that you would need to work in shifts. 

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Q:

What will be your response if the customer who calls on the other side of the phone is angry?

Answer

This question focuses to check your ability to handle situations. Do not answer this question with anything that states retaliation. Talk about handling the situation with patience and relaxed mind set. You can answer it as “ If the customer on the other side of the phone line is angry i will first try calming him and ask him his/her problem. After that I will try sufficing the best solution keeping in mind his problem. In this sector customer satisfaction is very important and thus it will be my primary goal.

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Q:

What is the difference between a BPO and a call center?

Answer

Call center is a subset of BPO. 

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Q:

What does Customer Satisfaction mean to you?

Answer

Customer Satisfaction means, dealing with the customer in a proper or positive way. Every individual mindset is  different so their cause and satisfactory leave also changed. So the main challenge of a worker of a call center is to make them understand that they are also concerned about their trouble.

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Q:

What is a call center?What are the different types of call centers?

Answer

A center equipped to handle a large volume of telephone calls. These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing


There are mainly two types of call centers :


a) Inbound call centers – Inbound call centers are those which receive support or service calls from customers usually on a toll free number. For e.g. when you call up a bank to check the status of your request for credit card, it is an inbound call.


b) Outbound call centers – Outbound call centers are those in which the call center executives make calls to the customers. These calls are usually made to generate the leads or sales. For e.g. when you receive a call from a bank offering you a personal loan, it is an outbound call. 

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Q:

Why do you want to work in a call center?

Answer

Relate the qualities you have to the requirements of a call center job like, good command over the language(English), team working capabilities, patience, good listening skills etc. and say that you think, these skills will make you successful in the industry. Also, talk about the prospects for the industry and how you think you can grow with it. 

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Q:

Can you do a job that requires you to stay on the phone all day?

Answer

Before you go for a job at a call center you should know that the focus of the job here is “voice” which needs you to be on phone for quite a long time. So, the interviewer expects a “Yes” as an answer to this question.

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