Call center representatives are the voice of the company to the customers. Typically, a call center representative will be the first form of contact a customer may have with a business regarding a specific product or service. As a result, call center representatives first and last impressions are very important. It is important to identify an applicant’s ability and experience in computer and phone systems, customer service, and problem solving skills to ensure service levels are not compromised.
The Importance of Developing Effective Interview Questions
The customer service field continues to grow each year. With approximately 15 percent growth expected by the year 2020 employers are evaluating their recruitment strategies to ensure the most qualified candidate is hired. With the advancements in customer service techniques, technology, and phone systems, businesses are pursuing applicants that will be an asset to the organization. Through well-established interview questions and assessments, hiring managers will be able to assess how successful an applicant will be in a call center environment. Additionally, identifying the key responsibilities of a position will aid in establishing experience, skill, background, and education requirements that will be considered in screening potential candidates.
There are many factors that can be determined during the interview process. As a result of the key role call center representatives play in business operations, it is important to develop interview questions that will appropriately identify and assess an applicant’s abilities and performance.
For example, assessing an applicant’s attitude will aid in understanding how the applicant will respond to customers. The tone of their voice, listening skills, attentiveness, patience, and ability to empathize with customers will be identifiable through a scenario of interview questions. It is even more important to evaluate an applicant’s problem solving abilities which will aid in identifying how an applicant navigates through computer and phone systems and utilize resources to develop possible solutions.
Interview Questions for Call Center Employees
Here are some of the top interview questions that can be used in your company’s hiring process to assess skills, performance, knowledge, customer service experience, and learning abilities. These interview questions can assist in critiquing an individual’s research abilities, communication skills, problem solving abilities, and other key insights that could be beneficial in determining if an applicant is a good fit for a position.
- What was the average length of each call at your previous position?
- Describe a specific situation that involved dealing with a difficult customer. Describe the situation, the steps you took, and the outcome.
- How many calls on average did you take each day?
- What computer and phone systems have you used in your prior call center experience?
- Tell me about a time when you were able to assist a team member.
- Describe a time when you had to learn a product, service, or something complex in a short period of time.
- Describe what it means to be a team player and why it is important in a call center environment.
Being able to provide quality customer service is an essential responsibility of a call center representative. Needless to say, there are many factors to consider when interviewing applicants for call center positions. The right interview questions will assist hiring managers in evaluating an applicant’s skills, temperament, and their ability to work in a fast paced and stressful environment. Due to the critical nature of this type of position, it is important businesses properly screen applicants to ensure the best candidate is selected for the job.
Image Credit: Costa Rica's Call Center