I had no idea the kind of questions asked in a phone interview. When I had my ring back appointment I looked to the web for some answers (or should I say google?) and believe it or not, found no answers.
Now that I've failed 2 and got through to 1 face-to-face interview (which I have yet to attend) I've a flavour of questions asked.
They are something along the lines of:
- What do you know about the company?
This is easy to answer correctly, just absorb the information on the company website especially the about us and history sections. Also if they have a parent company look into their global reach and the markets they operate in.
- Why do you want to apply for this position?
Takes a little bit of thought but can be answered fairly well. Things to say are looking for (better?) career prospects, been made redundant, or wishing to extend your work experience. Give 'em a little nudge of how great you are e.g. reliable, great punctuality and attendance, great communicator either face-to-face or on the phone.
- Give us an example of where you have given great customer service.
This'll get your brain rattling especially if you don't have a lot of work experience. As this depends on individual circumstances I can't go further into this.
- Tell us of a challenging situation in your lifetime and how you overcome it.
Oh boy, this one's a tough cookie. Yeh the first I heard it I was thinking 'What the fuh? What has this got to do with anything? Hell I'm only 18'. I guess I'll leave this to you and your challenging situations :-)
- What do you see yourself doing in the future?
I can see this being tricky for some but as I'm in education I blended it with that.
- Tell us of a situation where you have had a deadline to meet.
Can say something along the lines of handing in assignments or arranging an outing for the family. Many others, but your brain will have to think of some.
- Tell us a situation of where you had difficulty giving customer service and how you overcame this.
I tend to say about dealing with a drunken sod and letting management or some-one from a higher position deal with the mess.
- Tell us about your previous work experience.
They specifically want to know about work relating to dealing with customers over the phone, but if you haven't got any, face-to-face customer service will do the trick.
From my experience the questions above are the main ones you are likely to be asked, there maybe others that are simple so I haven't included them.
Hopefully these will help out some people who are thinking about working in call centre.
If you have any tips or feel like blurting drop a line in the comments section.
Au-revoir.
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cheerz mate great help
nice advice but u 4got 2 mention boosting your own confidence and dressing like u already have the job even if your interview is over the phone it will make you feel and sound more confident , try it cos it works for me and good luck!!!
thanks ..man ...good job
SAHWEET!!Thanks to your tips im much more at ease with my upcoming interviews thats really helpful, THANKS AGAIN...Chao
Awesome! Thanks so much. This is really good stuff excellent tips. I'm going for a call centre interview tomorrow so this really helped.
Thank you again .....wish me good luck
CHEERS MATE INFO REALLY HELPED THANKS ALOT.
OMG this is such a GREAT Help! okay here's another tip-
How to deal with angry customers:
1. Listen
2.Identify the Problem
3.Avoid Blame
4.Resolve the problem/ if not pass on the call to a senior.
Anyway thanks lots! .:thumbs up:.
Its really great almost every company has the same format same questions to ask either u r in telesales or in retail ,
talking abt customer service ona tough situation i would like to add every situation is tough if customer is nt happy....make it happy with ur service with delivery on time with ur smile ,,,,
Thnx mate. Its been of gr8 help. I really appreciate u r zeal to help others...Wish u all the best for u r future ;-)
Well it is widely belived that every company has these questions, known as competency based questions.
Always follow star module, STAR
S situation
T task
A action taken
R result
if they ask, tell me about a time when u faced angry customer or tough guy or u gave good customer service.
Situation
I received a call of fuming cutomer, who was yelling on me. He was not able to make a international call through his mobile and was so irritated.
Task
Identify customer problem, while mainting yourself calm.
Action
Step by step, resolved the error, untill he sound satisfied.
Result
He was very thankful to me.
As you know all call are recorded in many call centres,
My manager also satisfied with my performance by listning that recorded call, give me appraisal or what ever you want to take from her.
Well all compitency based Q, are same patterned everywhere in UK. I dont about rest of the world.
So follow STAR.
One tought question, I want to share with you, which I found.
What Qualities will you bring to our company.
Answer , transferable qualities
Such as
Punctuality
Computer skills
time managemnt
data entry skillls
deidcation towards work
and find some
your weak points but samrtly
Cheers mate i have a phone intervioew in like 5 minutes :D cheers great help really calmed my nerves
Got an interview tomoz. Although I have successfuly completed T interviews in past It is always helpful to gather other opinions, advice and hear what questions other people have been hit with in past. Great help keep it up Bud!
I passed the telephone interview and on to the next stage I prepared for all the questions that you had posted they asked me the one about 1stclass C.s and the challenging situation which I had prepared for which was a great help. A new question they asked was 'Have you ever experienced a change to procedure? How did you adapt to the change?' and after every Question 'In hindsight what would you have done differently?'
Hi Everybody,
I am expecting telephone interview in 2 days time, the stuff posted is truely a great help...
Thank u all
i have already done for my first phone interview .. rather that if i pass .. or much expectation so tnx i have a lot to learn new ..
This was just the help I needed. I have one tomorrow and although have done them in the past it always helps to refresh memory and be prepared.
I will set about writing these up so they are in front of me!
I will also try to write an example of challenging situations or things that went well for every job I've had, as these are always common questions and it helps to have a few.
Thanks again.
Valuable information ..I am really glad to read this article..thank you for giving us this useful information. Great posting done by you. I value this post.
Thanks for the informative writing. Would mind updating some good tips about it. I still wait your next place. ;)
Hello admin, Excellent article. You have gained a fresh reader. Please keep them coming and I look forward to more of your superb articles. Thanks a lot....