21 Call Center Agent/Representative Interview
Questions & Answers

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Here’s the FULL LIST of CALL CENTER AGENT/REPRESENTATIVE INTERVIEW QUESTIONS:

Q1. Tell me about yourself and why you want to work as a Call Center representative?

SUGGESTED ANSWER:

“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 am 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 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 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 professionalism. “

Q2. Why have you chosen our company to work for as a Call Center representative?

SUGGESTED ANSWER

“I have 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.”

Q3. What do you think a typical day would involve working as a Call Center representative?
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Q4. How would you deal with a difficult or frustrated caller whilst working as a Call Center representative for our company?
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Q5. Tell me about a time when you went above and beyond for a customer?
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Q6. Tell me about a time when you went above and beyond what was required at work?
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Q7. As a Call Center representative, you will have to often deal with stressful work situations. Describe a stressful situation at work and how you handled it?
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Q8. Give an example of when you delivered excellent customer service.
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Q9. What skills, qualities and attributes do you have that are a match for a role within customer services?
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Q10. Describe a time when you were flexible in a work-related situation.
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Q11. Describe the steps you would go through when dealing with a caller complaint.
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Q12. Describe a time when you successfully worked on a project with a team of people. What role did you play in making the project a success?
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Q13. How would you deal with a Call Center team member who was not pulling their weight?
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Q14. When have you worked as part of a team to complete a difficult task?
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Q15. Why do you want to leave your job?
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Q16. What skills do you possess that you think would be an asset to our Call Center team?
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Q17. What was the last piece of professional development you undertook?
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Q18. What are your strengths?
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Q19. Where do you see yourself in 5 years' time?
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Q20. What’s your biggest weakness?
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Q21. Do you have questions for the panel?
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Call Center Agent/Representative Job Description, Duties & Responsibilities


As a Call Center Agent/Representative you will be required to deal with customer calls, respond to their queries, provide them with information relating to products and services, take payments, complete and maintain records and data sheets whilst also maintaining the high levels of customer service at all times. The role of a Call Center representative requires an ability to communicate effectively, provide exceptional customer service, follow rules and procedures and also remain calm under pressure.

The following duties and responsibilities form part of the Call Center role:

CALL HANDLING SKILLS – Is able to handle a large number of calls on a daily basis by utilizing effective and efficient call handling skills.

COMMUNICATION SKILLS – Able to communicate effectively at all times and amend your communication style to adapt to each call as needed.

FOLLOW COMPANY RULES AND POLICIES – Be able to learn, remember and implement company rules to ensure strict compliance with required protocol and policies.

CUSTOMER COMPLAINTS – Able to deal with customer complaints and resolve them in a positive and confident manner.

TEAMWORKING SKILLS – Working alongside other company call center agents/representatives whilst also liaising with internal company departments.

ATTENTION TO DETAIL & ACCURACY – Carrying out your work with great attention to detail and accuracy at all times to minimize mistakes.

4 TIPS FOR PASSING THE CALL CENTER AGENT/REPRESENTATIVE INTERVIEW

TIP #1 – During you interview, you will be assessed against your ability to provide exceptional customer service. Make sure you have at least one example of when you went above and beyond what is required when dealing with a customer, either face-to-face or on the telephone.

TIP #2 – An ability to handle multiple calls on a daily basis is a key requirement of this role. Provide details during your Call Center Agent/Representative interview of when you can work under pressure and also carry out the same/repetitive task on a regular basis.

TIP #3 – Have a solid reason for why you want to work for their company at the interview. Make sure you research the company, so you have something to talk about at the interview. In particular, make sure you have knowledge of their products and services as this will ensure you stand out from the crowd.

TIP #4 – Whilst answering the situational, behavioural and competency-type questions, use the STAR technique to structure your answers. This will impress the interview panel as you are providing specific and evidence-based answers to the interview questions.

If you want to pass your Call Center Agent/Representative interview, make sure you download a copy of our 21 CALL CENTER AGENT/REPRESENTATIVE INTERVIEW QUESTIONS & ANSWERS guide!

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Interview Question 01

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Interview Question 02

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Interview Question 03

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Interview Question 04

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Question 11,
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Interview Question 11

Question 12,
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Interview Question 12

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