What will you do in a situation where system shuts down and you still handling customer on the phone?

In the middle of handling phone, if the system crashes then I will ask the customer to hold for some time till I get a power back up and if not then try to resolve his/her problem with my knowledge. The best thing in such situation is to ask the customer to call back or note his contact details so you can call once the system is back.

To improve customer service what will be your approach?

To improve customer service, my approach would be to take feedbacks from the customer and ask them how we can improve more to help them solve their problem and render them a good service.

What if the customer is not happy with your answer or solution?

If the customer is not happy with the answer or solution, then I will ask customer to hold the line and pass on the call to supervisor or a team leader.

Do you like multi-tasking task or you prefer to tackle one problem at a time?

Depending on the situation, I could do multi-tasking as well and could tackle one problem at a time. But multi-tasking always have an upper hand because it increase your efficiency for solving and tackling problem.

What is virtual call center?

Virtual call center provides a technology or software service, through which the customer associate or agent can connect to their customer from anywhere. This technology involves host server and the equipments to run the call center. This service is rendered on monthly or annual subscription. Agents can connect to the host server and can get access to the customer data. The benefit of virtual call center is that you can work from home.

Do you enjoy working in a team?

Any work in an organization requires a team work. So, answer to this question should be always positive.

While talking to customer, what are the procedures you follow?

Greet Customer
 Introduce yourself to customer
 Ask customer how you can be helpful to him/her
 Listen to the customer patiently
 Try to help the customer with best possible solution
Cross check the customer if he/she is satisfied with the solution
Make sure whether customer need any further assistance

What is the key to get success in a call center?

The call center is all about providing quality service to customer. If you are good at handling customer well and offering a good service then you can be successful in call center.

How you rate yourself on communication skills?

Call center always look for an employee with good communication skills, and you can rate yourself near 8-9 out of 10.

Are you comfortable with night shifts?

This is a question often asked for call center jobs, there are many multi-national companies that outsource their work to other countries. Such companies demand for night shifts as their working hours might be our sleeping hours. So always ready with positive answer for this question.

Can you handle multiple calls at the same time?

If you have an experience of handling multiple calls, then tell them you can handle. In case you don’t have experience tell them on given training I could handle multiple calls with ease.

What is your typing skill?

This question means how many words you can type in a minute. If you know the number you can mention it but if you don’t know than just tell them that I have a good hand on it.

Mention the types of customer service field?

By phone
 Public relationship
Face to face

What experience do you have in call center?

If you are fresher and you don’t have experience then you mention something that can relate you with the call center like I have worked in desktop supporte or holding a certificate for mass communication etc. You are experienced then not an issue.

How you handle pressure?

To handle the pressure situation, I always try to keep focus on work and avoid frustration.

What are the key features you think that customer associate should possess to become perfect customer associate?

Good listening skill, problem solving, concentration and patience are some key features that make a perfect customer associate.

What will you do if customer abuses you on the phone?

The first thing that I will do is to stay calm and listen to the customers problem, and try to figure it out what made him/her annoyed. The next thing I will do is to ask politely to customer to calm down, and then assure him/her to solve their problem. The last thing that I will do is to keep check on certain thing that creates problem to the customer and never let it repeat it again.

What are your strengths?

This is the common question, you might face in any organization. So, prior to interview you have to clear in your mind about your strength like subject knowledge, computer skills, communication etc. Also, how you can relate your strength to your current job like you have a good hold on some language, or you have some good marketing skill or having ability to convince other.

How will you enjoy working in a call center?

As I am an extrovert person and I like to interact with people, call center job is a perfect job for me. I like to resolve customer’s queries and face the challenges positively that come across. Also, the pace of work in call center and team members friendliness always motivates me to work for call centers.

What do you mean by customer service?

The key features for customer service is
 Professional
Polite
Friendly
Courteous
 Helpful

What you understand with the term “Customer Satisfaction”?

Any business depends upon the quality of the service you offer to your customer. To offer this, you need to understand the customers need and their problems. You have to think from their point of view and try to meet their demands and requirements. This is what “ Customer Satisfaction” is.

Why we should hire you for our company?

This question is an opportunity for you to showcase your talent and skill. You can convince the interviewer by bringing their attention on the talent you got and tell them how perfect you are for that job. Also, you can mention some innovative ideas or concept that can help increase the organization profitability and credibility.
 You can answer this question by saying that my past experience, my education and my personality actually fits to the job. I am a hard-working guy and a quick learner. Also, I like the concept or idea that the company is working on and that is what exactly I was looking for.

What according to you call center job is?

This question is asked by interviewer to know what type of job you are applying for. So based on your answer they will decide what role or position they will assign to you like if you say that call center is about dealing with customer problems they will put you as customer associate but if your answer is that a call center is a new business zone, where youngsters are employed in numbers and get an opportunity to make their career, they might put you in a HR department.

Mention the types of call center and what is the difference between them?

The types of call center are
 Inbound Call Center
 Outbound Call Center
Inbound Call Center: In inbound call center, customer associate will receive the calls regarding the customer’s queries or demands. Eg: Customer calling to Telecom Company to know the current tariff on internet service they provide.
 Outbound Call Center: In outbound call center, customer associate will make calls to their customer, regarding business or sales related. Eg: When you receive a call from a bank offering a personal loan.

What you know about Call Center?

Call center is a service desk, where a large volume of calls are handled by the customer associate in order to render services to the customer.