Top 21 Call Center Interview Questions in 2021 [With Answers]

Customers are the king. Every business revolves around them, no matter how big or small the organization is. Customer satisfaction is the most essential element in the success of every business. A timely response to all the customer queries is widely appreciated among the customers and this leads to the formation of positive goodwill and in the long run a brand. The call center is a job that requires superior communication skills and quick-witted responses to every query shot at you by the person sitting on the other side.

Call Center Interview Questions With Answers

Q1) Why Is There A Need To Set Up A Call Center?

This question tests your understanding of the industry.

Sample Answer

In order to serve the customers in a better way and with an objective to provide them with a speedy and accurate resolution to all their queries, there is a need to establish a specialized institution known as a Call center. Customers are the soul of any business and must be valued appropriately.

Q2) Why Is Customer Satisfaction So Important?

This question is related to work ethics and principles of customer service industry.

Sample Answer

It is widely said that one satisfied customer brings two with him. As we all know that only after possessing an optimum customer pool an organization can survive. And if it has to grow, there no other option but to increase the customer base. Satisfying customers is the easiest and best way to expand your customer base and show your presence in the market. A loosely satisfied customer can’t be retained and can pose a threat to other existing customers too.

Q3) How Will You Handle A Situation In Which A Customer Is Angry With The Services?

This is a practical job related question.

Sample Answer

Keeping one’s cool and patience is of utmost importance in a service industry like this. A dissatisfied customer would often get angry and behave in an unpleasant manner, but we must accept it and be prepared for it beforehand. Professionalism and politeness are key attributes for a customer service representative, that will come in handy in these situations.

Q4) How Do You Handle High Volumes of call in a day?

This is a practical job related question.

Sample Answer

I am a workaholic person and always consider my work worship. With proper focus and attention to detail I able to reduce my frustration and work more enthusiastically. It is absolutely normal to have a high number of calls for an organization as big as yours. I am prepared for it and have the ability to handle high work pressure.

Q5) Are You Willing To Perform Clerical Duties Too?

This question is related to the requirements of the job.

Sample Answer

Yes Sir. I am willing to perform clerical duties. I have good knowledge of business drafting and I am well aware of the procedure to be followed while preparing minutes of a meeting or simply take notes.

Q6) Are You Willing To Work In Night Shift With Us?

This question is related to the requirements of the job.

Sample Answer

Absolutely sir. Businesses operate on a large scale and in order to serve the customers twenty-four hours, companies work day and night. I fully understand the requirement of being organizing a night shift in the first place and I am very much willing to work during that period of the day.

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Q7) What Languages Can You Speak?

This question is related to the requirements of the job.

Sample Answer

Sir, I am proficient in English and (tell your mother tongue). Further, I have done a language course in French and can read and write moderately in this language. So, in total, I am aware of three languages.

Q8) What Do You Know About A Teamwork Culture?

This question tests your understanding about practical working procedures prevalent in the industry.

Sample Answer

Working in a team is an absolute necessity. This gives confidence and an option to take help from your fellow members. A new employee is usually placed in a team of around 6-7 people depending upon the scale of operations, and this team is headed by a team leader. A team is allotted targets to be achieved and work assignments to be completed.

Q9) How Prepared Are You To Work From Home?

This question tests your knowledge on current business environment.

Sample Answer

In this era battered by the deadly virus, I appreciate the work from home option extended by most of the employers. I am fully prepared to work from home and have an active high-speed broadband connection, a well-lit personal room, and a business table.

Q10) Why Is Customer Feedback Necessary After Every Call?

This question tests your understanding about practical working procedures prevalent in the industry.

Sample Answer

In order to check the efficiency of the resolution provided by the customer service representative, companies nowadays provide an option of customer feedback. A customer has to enter his special comments and rate the resolution provided on a scale of 1 to 10 or 1 to 5, as the case may be. This feedback helps a company to know about the deficiencies in its products as well as customer services.

Q11) How Do You Greet A Customer?

This question tests your knowledge about the various procedures related to the job.

Sample Answer

A proper greeting is absolutely necessary for a warm reception of the customer. If I am a customer service representative of a food delivery company, I would say:

Good morning Sir. This is ABC from XYZ Food Delivery Services. How may I assist you today?

Q12) Explain Action If Your Customer Is Not Happy With The Resolution Provided By You?

This question tests your knowledge about the various procedures related to the job.

Sample Answer

Although I would try my best to satisfy the customer of the company, by providing effective and appropriate solutions. but if still, he or she is not satisfied with my services, then I would politely request them to hold the line and would transfer the line to my senior manager.

Q13) In Your Opinion, What Is The Biggest Bottleneck In Better Customer Service?

This is a practical job related question.

Sample Answer

I feel, not listening actively to the customer’s complaint is the most common problem. One must be a good listener and must thoroughly follow what the customer is complaining about. This would help a representative to provide a more appropriate solution in less time.

Q14) Are You Aware Of Customer Service Tools? If Yes, Name At Least Three.

This question tests your knowledge about practical procedures related to the job.

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Sample Answer

Customer service tools can be used for better customer satisfaction and experience. I am aware of the same. In my opinion, the best ones are Zoho support, Freshdesk, and Assistly

Q15) What Are The Two Modes/Types/Variations Of Call Center?

This question tests your understanding of the industry variations.

Sample Answer

Sir, there are two modes, Outbound customer service wherein we have to make calls to the customers for the purposes of sales or any other business requirements and Inbound customer service wherein we have to answer the calls made by the customers in order to provide them a resolution for their queries regarding company’s products and services.

Q16) Why Should We Hire You For Our Company?

This is a common interview question asked in several interviews worldwide.

Sample Answer

I possess a positive mindset and have superior communication skills with good knowledge of English and (name your mother tongue). Further, I have relevant work experience in an inbound call center. Being a graduate and ability to work with calm and composure, I consider myself to be a perfect match for this vacancy.

Q17) What Do You Mean By Chat Process?

This is a practical question based on your understanding of the current business environment.

Sample Answer

With the advent of technology and the development of mobile applications, customer service is not only limited to the inbound and outbound telephonic conversation but also extended to chat processes. Companies usually provide an option of ‘chat with us’ wherein a customer service representative has to solve the queries posted in written format by their customers on a mobile application. In the same window, a resolution has to be provided and in case of non-satisfaction, the customer must be arranged a telephonic conversation with his or her senior.

Q18) Why You Chose Us?

This is a common interview question asked in several interviews worldwide.

Sample Answer

Being a reputed organization with a large customer base and huge opportunities to grow, the vacancy advertised by your prestigious institution is my dream job. I am fascinated with the work culture, ethics, and incentives offered by the organization in addition to the fixed pay. Further, the state-of-the-art infrastructure sits as a cherry on the top.

Q19) People Say Call Center Is A Boring Job. Do You Enjoy Working In A Call Center?

This question analyzes the behavioral aspects of a candidate.

Sample Answer

Every individual in this world is different and possesses unique qualities and behavior patterns. I being an extrovert, loves to talk with people. Right from my childhood, I wanted to be in a profession wherein I was supposed to speak with people and help them out. Hence, with relevant natural instincts and appropriate training, I believe that I would enjoy my stint with your organization as a customer service representative.

Q20) Tell Us, What Is Your Best Strength?

This is a common interview question asked in several interviews worldwide.

Sample Answer

I feel the ability to solve someone’s problem is my best strength. I have the ability to provide a quick resolution that is effective and most appropriate. That is why almost all my friends share their problems with me in order to get a good solution.

Q21) How Will You Handle A Situation In Which A Customer Abuses You?

This question is related to practical application of call center work principles.

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Sample Answer

Such situations require a test of your patience and calmness. I believe I possess both these qualities. I would request my customer to calm down and would actively listen to all his or her problems. After providing an effective resolution, I would apologize on behalf of the company with an assurance that it would never be repeated again.

Download the list of questions in .PDF format, to practice with them later, or to use them on your interview template (if you want to crack Interview):

Conclusion

No company in this world would want to lose out on its customers. Rather, they strive to increase their customer base. In order to retain customers, they hire call center employees to provide efficient and effective resolutions to all its customer’s queries. With an increasing level of competition and dynamic business environments, a thorough and well-planned preparation is of utmost necessity while preparing for the interview for a call center job. If you like our articles then don’t forget to share them with your family and friends. Also, do let us know through the comments section below, how helpful our articles are for you, your friends and family members.

References

  1. https://kuscholarworks.ku.edu/handle/1808/8273
  2. https://arxiv.org/abs/2007.11189

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