hi there everybody my name is richard
mcmahon from the interview training
company passedmyinterview.com and in
this training tutorial i'm going to
teach you how to pass a call center
interview and in particular i'm going to
give you some great interview questions
and strong answers to make sure you pass
your call center interview now before i
get into the training and the tutorial a
very warm welcome to this training
tutorial my name is richard mcmahon
that's me there in the middle and in
this tutorial i'm going to give you very
high scoring answers for your call
center interview i've been teaching
people to pass their interviews for over
20 years now i'm very passionate about
it so please make sure you subscribe to
the channel by clicking the red button
below the video and that way you won't
miss out on any of the weekly training
videos that i'm uploading also if you
enjoy the content i would very much
appreciate it if you gave the video a
like thank you very much now before i
give you those call center interview
questions and high scoring answers here
are two important tips for making sure
you pass the call center interview the
first tip now during your call center
agent or call center representative
interview you are going to be assessed
against how good you are at delivering
great customer service okay so that will
form part of the interview assessment
process so during the answers i'm going
to refer to customer service and how
good you are at it tip number two during
your call center interview make sure you
demonstrate that you have strong
communication skills and you have an
ability to work hard under pressure
whilst remaining calm because if you
think about this kind of role you're
going to be sometimes dealing with
difficult callers and you have to
undertake a large number of calls per
day so you have to remain calm at all
times follow your operational training
guidelines and also work effectively
under pressure and the answers are going
to demonstrate your ability to do just
that so let's get straight into those
call center interview questions and
answers here we go question number one
tell me about yourself and why you want
to work as a call center representative
or call center agent
so pretty much the first interview
question guaranteed during your call
center interview so here's my high
scoring answer for this question i am
someone who enjoys working in a
pressurized environment where i need to
meet specific targets on a daily basis
having researched the role of call
center representative i'm quite excited
about the prospect of being able to work
in a role which is a close match for my
own skills qualities and experience i am
someone who prides themselves on being
able to deliver outstanding customer
service and i will always go out of my
way to go above and beyond what is
required for customers i also fully
understand that as a call center
representative you have to meet tough
call handling targets and i feel
confident i can manage calls
successfully to ensure i meet the
demands of the role finally having
researched your company in detail you
were you appear to be a leader within
your industry and i feel i could develop
and thrive within this role if you give
me the opportunity to show you my strong
work ethics and high professional
standards so that's a solid answer that
you can use during any call center
interview now if you're thinking where
do i get a copy of these
i will let you know at some stage during
this training video where you can
download all 21 of my call center
interview questions and high scoring
answers let's move on to the next
interview question the call center
interview question here we go
why have you chosen our company to work
for as a call center representative now
most people just look for a job as a
call
center agent and they don't care who
they work for and they want to employ
someone who has researched their company
and they have specific reasons why they
want to join them so here's my suggested
answer to the question why have you
chosen our company to work for as a call
center representative here we go i've
chosen your company for three main
reasons firstly you are a company who
has a strong reputation online and
having reviewed the feedback from former
employees you are a great company to
work for secondly i take pride in my
work and i want to work for an
organization who has strong customer
service standards which you clearly do
finally i would like to work for a
company where i am valued as an employee
and also where i get the support and
encouragement to thrive within the role
again having spoken to other employees
you are a company who will help me to
excel within the role of call center
representative now what i like about
that response is that you already have
three main reasons for why you are
wanting to join so you've done your
research and you know why you've chosen
their company next question of the call
center interview
what do you think a typical day would
involve working as a call center
representative now the reason why they
will ask you this question is they want
to know that you've studied the job
description so you know the duties and
responsibilities that you will have to
undertake so you have put some thought
into
understanding what the role involves
which means you are more likely to
perform to a high standard so here's my
sample response to the question what do
you think a typical day would involve
working as a call center representative
here we go
i believe i would have a set number of
calls to work through each day whereby i
would be dealing with general customer
calls handling queries taking payments
completing data capture forms and also
handling complaints as and when they
arise i would also be required to pass
on company information to callers answer
their questions in line with company
policy and also provide relevant
information when requested other duties
and responsibilities include passing on
information to relevant organizational
departments to process certain tasks and
i would also need to ensure that i kept
accurate progress records after i have
dealt with each customer or caller so
that shows that you've looked into the
role you know what's expected of you and
therefore you are more likely to be able
to perform to the high standards
required now i've got some more
questions to work through so please
stick around and watch and learn from
them but if you want to download the
full set of 21 call center interview
questions and answers there is a link
that's appeared right there in the top
right hand corner of that video if you
click that it will take you through to
my website pastmyinterview.com where you
can download the full set of them okay
next question of your call center
agent interview how would you deal with
a difficult or frustrated caller whilst
working as a call center representative
for our company so this is a tough
question because they want to know what
are you going to be like what's your
approach to difficult or frustrated
customers like and you need to maintain
a high level of professionalism remain
calm at all times and focus intently on
delivering great customer service so
here's my suggested answer to this
question i would deal with them in a
professional and calm manner whilst
following company operating procedures i
would first of all listen to the caller
whilst taking notes on what they were
discussing i would then choose an
appropriate time to speak to the caller
to explain what i intended to do in
order to resolve the situation for them
i would then ask the caller to confirm
they were happy with my proposed
resolution and then i would take the
necessary steps to solve their problem
or their complaint at all times i would
focus on providing exceptional customer
service and i would work hard to turn
the negative situation into a positive
one so that demonstrates in a relatively
short answer that you know how to deal
with difficult complaining or frustrated
callers which you will get all of the
time in this kind of role next question
number five the call center agent or
representative interview tell me about a
time when you went above and beyond for
a customer so customer service is really
really important within this role so
they want to know can you go above and
beyond for a customer so here's my
sample response really good one for this
question
in a previous role i was often required
to deal with customers on the telephone
during one particular call the customer
explained to me how they wanted to order
some goods from our website but they
desperately needed the products to
arrive the following day as it was their
partner's birthday
at the time we only offered a 48-hour
delivery service so i needed to come up
with a solution for them to make sure
the gods arrived in time for their
partner's birthday once they were on the
phone i spent time researching next day
courier services and i quickly managed
to find one who promised to deliver
within 24 hours and then spoke to the
customer who agreed to pay for the extra
delivery charge and then put the order
through and paid the courier company to
pick up the goods within the hour the
following day the customer called me
back to tell me the products that
arrived in time and they were thrilled
with how i went above and beyond to sort
out the delivery issues for them so that
shows that you care about customer
service and you can go above and beyond
now if you'd like to download all 21
call center interview questions and high
scoring answers click the link below the
video right now or go to my website pass
my interview dot com i hope you've
enjoyed that tutorial don't forget to
subscribe and i love teaching you guys
how to do it um if you've got any
comments stick them in the comment
section below the video and i look
forward to answering them for you thank
you very much for watching and i wish
you all the best for passing your call
center interview have a great day thank
you very much