Call Center Questions

Again, before you apply for a job to a call center you should be aware that most of the call centers cater to English speaking customers and this needs you to speak clear English without any grammatical mistakes. 

When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them:

-  Listen to them and empathize with their situation

-  Apologize and take ownership of the problem and give a solution

-  Approach them and ask for a reason for their displeasure

-  If they insist on talking to your manager, get him on line ASAP

- Follow up after giving the solution and ask for feedback

KPO stands for Knowledge Process Outsourcing. It is a subset of call centers. The ways in which a KPO differs from a call center are :

1. In KPO knowledge and information related work is carried out.

2. Staff requirement is for highly skilled people.

3. Is mainly related to support and not sales.

4. Carries out works mainly for research and analysis process besides support.

When a business process is outsourced from a company in one country to another company in the same country – it is called onshore outsourcing.

When you are applying for a job at a call center you should know that there will be moments when unsatisfied customers will get angry on you. The key here is to focus on what is the purpose of the call, maintain your calmness and be polite.

As an answer to this question, you can say that you would rate your level of patience and people friendliness above average. You can back it up with an example from your personal or professional life. 

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.

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.

Inbound customer service agents handle incoming calls from customers for:

- Requests for help

- Inquiries or requests for information

- Placing orders, in product purchases

- Applications for services

- Filing complaints

Outbound customer service agents make calls to random potential customers to sell a service or product. These agents can also be called as telemarketing executives.