So you want to work at a Call Center

 

Mock Interview Questions 

1) Why did you decide to apply at The Acme Corporation? Or why have you chosen to work for Acme? 

2) What do you know about Acme? 

3) Why do you think that you are the best candidate for a Customer Service Representative position? 

4) Describe what you know about the Credit Card industry in Nicaragua or the United States. 

5) Please, could you tell me/us a little bit about yourself so I/we can get to know you better?

 ➢ Background (previous work experiences, your major, projects/scholarships)

 ➢ Family (parents, siblings, significant other – professions and/or relevant details) 

6) Can you tell me a little bit about your past job experiences? 

7) Could you tell me some of your pet peeves? 

8) Are you the best person for this job? Why? 

➢ Primary and secondary school (elementary school and high school) 

➢ Hobbies/sports 

➢ University – career and personal goals 

9) Which do you consider are your strengths, and your weaknesses? 

➢ Could you please describe 3 strengths that might positively impact your work as a CSR? 

➢ Could you please describe 3 AOOs that might negatively impact your work as a CSR and what you’ll do to improve them? 

10) Which skills, personally and professionally, do you possess for this job? 

11) Do you have good people skills? Explain. 

12) What are your computer skills and what software applications have you used? 

13) Can you please describe 3 strengths that might positively impact your work as a CSR? 

14) What has been the most difficult barrier that you have ever encountered in your life and how do you think it prepares you for this position?  

15) Do you like to work by yourself or in a group?

 (Team Player) / (Do you work well with people?) / (Do you consider yourself a team player? 

16) Which characteristics do you think a supervisor must have? 

17) What is multi-tasking and how does this apply to you?  Provide an example. 

18) What do you think about tardiness at the job / missing work / how many times would you consider OK to be late or absent to work within your first 90 days of work? 

19) If you were scheduled to start work in 15 minutes, and you were running late, what would you do? 

20) If you were on your way to work, and you received an emergency call from your house, what would you do? 

21) What type of schedule are you looking for? 

22) What would you do if you were provided with a production schedule that you don’t like? How will you communicate to your coach to address this issue? 

23) How do you think that your performance will be measured at work? 

24) How will you communicate to your trainer that you’ve been left far behind the training as compared to your co-workers and that you need extra help? 

25) Do you think that working for a Call Center, since you are young, is a good decision? 

26) What do you enjoy about working in Customer Service? 

27) Do you feel proud of yourself? Explain. 

28) What are your goals for the future? 

29) What do you do in order to accomplish your goals? 

30) How would you describe your personality? 

31) Would you consider yourself an easy going person? Explain. 

32) Have you ever made something in order to help someone? Explain this experience. 

33) Do you like to make quick decisions? Explain why, or why not? 

34) What does “never give up” mean to you? 

35) What do you do when you feel angry?   OR   What do you do when you feel stressed? 

36) If you were to be hired right now, where do you see yourself in a year? 37) Why did you choose your major? 

38) How does this position fit in with the career path you envision for yourself? 

39) What are the first five things you would do if you were to be hired? 

40) What do you like to do in your free time? 

41) How do you select your friends? Explain. 

42) If there was a problem between two members of your family, as a leader, how would you help to solve it? 

43) Tell me about a difficult situation to which you found a simple solution. 

44) What would you do if you were from the countryside and you had to move and raise your kids in the city? Explain. 

45) How would you handle it if your boss gave you an instruction and your boss was wrong? 

46) Are you willing to put the interests of the company ahead of your own? Explain. 

47) If the people who know you were asked why you should be hired, what would they say? 

48) How long do you expect to work for this company? 

Language Related Questions 

1) Where did you learn your English and why did you decide to study it – what was the main reason? 

2) Can you please describe your experience during the Free Language Improvement Program and how you think this will benefit you if you get the job. 

3) What did you do to improve your English proficiency? 

4) What are at least three things you can do, beginning right away, to listen to customers more effectively? 

5) What will you do if you get an irate customer that is hard to understand due to his or her accent and has a very complex request? 

6) If when assisting a customer your Listening Skills fail, what would you do? 

7) How do you deal with a situation when others are finding it hard to communicate effectively with you? 

Customer Service Questions 

1. What is Customer Service to you? 

2. Do you have Customer Service experience? 

3. Could you please share an occasion in which you had a positive customer service experience, also, a negative customer service experience?  Please explain. 

4. Which characteristics do you think you must have to work as a CSR – could you please name and describe at least three of them? 

5. How can you work with your voice to ensure that you are exceeding customer expectations over the phone? 

6. How do you feel when you have to follow guidelines, or you are given instructions? 

7. How do you take feedback?

8. What would you do with the feedback you receive? Or When you are given feedback, what would you do in order to enhance that area of opportunity?  

9. How would you ask for feedback to a customer? 

10. How would you respond to a customer who gives you negative feedback? 

11. Can you please describe three areas of opportunity than might negatively impact your work as a Customer Service representative and what you will do to improve them.  

12. What techniques can you implement to ensure that a customer is completely satisfied at the end of a call? 

13. When servicing a customer, what do you think are the main barriers you will encounter and will prevent you from providing exceptional Customer Service? 

14. What are some of the best techniques to better interact with your Coach and your co-workers. 

15. Name and describe three characteristics of an exceptional customer service experience? 

16. What do you think it is to provide outstanding customer service? 

17. Now, what is “great quality service” to you – how do you think you can achieve this? 

➢ Complying/following Quality Guidelines (Call Flow) 

➢ Following Procedures and Policies 

➢ Being Professional – mirroring the customer and putting yourself in the customer’s shoes 

➢ Properly empathizing and/or sympathizing. 

18. Can you think of an example of an Empathy Statement, an Ownership Statement and a Valuation Statement to acknowledge customers’ concerns? 

19. Imagine that you are taking a phone call and a customer starts yelling and cursing at you. How would you interact with this customer? 

20. What do you think the expression “Think Like a Customer” means? 21. What is a “loyal customer” to you? 

22. When does a loyal customer become a “customer effort”? 

23. How would you ensure that customers remain more and more loyal when servicing a phone call? 

24. What do you think are the most common issues that might lead customers to request to talk to a supervisor when servicing a call? 

25. Describe some techniques that you can implement to take control over a call and lead it to a successful resolution. 

Vocabulary: 

• What is the meaning of multitasking? 

• What does it mean if a customer tells you “stop beating around the bush”? 

• What does it mean if someone tells you to “think outside the box”? 

• What is the meaning of the expression “going the extra mile”? 

• What is the meaning of “making small talk”? 

• What can you do to reduce customer anxiety? 

• What is “corporate”? What does it mean when a customer says they want to “speak to corporate”? 

• What is the meaning of “expedite” and how is it used in reference to customer service? 

• What is work ethics? 

• How can you build customer loyalty? 

Variations on the theme

• Tell me about yourself.
• What is customer service? 
• How do you deal with an angry customer? 
• What is better; a quick service or a quality service? 
• How do you go above and beyond in customer service? 
• What is feedback? 
• What do you expect from The Acme Corporation? 
• What would you do if a friend of yours were stealing money? 
• What are your strengths and weaknesses? 
• Tell me about a challenge in your life. 
• What has been your greatest achievement so far? 
• Why The Acme Corporation? 
• What skills do you have? 
• What is your schedule flexibility? 
• How (sic) do you see yourself in the next 6 months? 
• What is the last skill that you have learned? 
• What is success to you? 
• What does it mean to put yourself in the customers shoes? 
• What does "never say never" mean to you? 
• How do you make: • A salad • A sandwich • Ice 
• How do you wash your hands? 
• How do you tie your shoes?