14 Call Center Interview Questions & Answers

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The call center industry is one of the fastest growing in the country these days. As recently as ten years ago, there were only a few call center agents and the word call center was hardly ever used in the country. Today, almost every family has at least one member working in the call center industry. The reason for this boom is partly economics. In the Philippines, low paying jobs are very notorious and while call centers set up shop here because of the low labor costs, Filipinos decide to work for the call center industry because it pays higher than average wages. Consider this: if you are an average worker with an entry level position, you probably are getting paid seven to ten thousand a month; meanwhile, an average employee in the call center industry with an entry level position will get around fifteen thousand pesos a month, plus free dental and health benefits (HMO). Call centers also will pay your SSS (Social Security), PAGIBIG (home building fund), and PhilHealth (health ins...
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How to Handle your very First Call in the Call Center

So you're all excited about that first call. You make sure the headset is working, your tools are up, confidence level is high, and then you hear the beep. Suddenly, everything that you've learned from training seemed to have just disappeared.


This is what happens most of the time during the first call that you would be taking. But as a newbie, you have absolutely nothing to worry. 99 % of the first calls that newbies take end up like this.

READ: 10 Last Minute Reminders for your Call Center Job Interview

So here now are a couple of tips to help alleviate the nervousness that you would be feeling:

1. Sleep

I can't stress enough how a good night sleep can help you relax more when taking that first call. If you did not have enough sleep the other night, try taking some tea. I don't suggest taking coffee or caffeinated drinks since it could cause more anxiety.

2. Sit with a person you're comfortable with

Having a seatmate that you're comfortable with is also a very important thing to keep in mind. One of the reasons why newbies tend to feel nervous during this time is the thought of commiting mistakes. Obviously you don't want that person who makes fun of everyone to be sitting next to you during this time. So with with a friend, laugh at your mistakes, and learn from them.

3. Make sure a senior is around

Aside from sitting with a friend, try looking for a sit which is near the pros. A supervisor, a tenured agent, or a team leader around is very handy when you're looking for a solution for that very difficult issue the customer just told you about.

4. Bring your notes

During the first calls that you would be taking, I suggest taking your notes with you.

READ: 6 Advantages and Disadvantages of Working in a Call Center

5. MAKE A SCRIPT

The most important tip that I can give you is to make a script. You can forget about the first four tips that I have listed here but never forget to make a script. Making a script is not only advisable for call center newbies taking their first call but also for experienced call center agents taking their first call in a new account. Start with your opening spiel, verbiage for various scenarios, and finally your closing spiel. With a percentage of your brain free from having to think on what to say next, you now have a better chance on resolving your customer's concern. While a script does not guarantee that your first call would go smoothly, it would definitely make a difference!

Comments

  1. AnonymousFriday, December 11, 2009 5:33:00 PM

    Good Day!!! lurrrvefriendsterlayouts.blogspot.com is one of the most excellent informational websites of its kind. I take advantage of reading it every day. lurrrvefriendsterlayouts.blogspot.com rocks!

    ReplyDelete
  2. AnonymousThursday, April 15, 2010 2:10:00 PM

    This comment has been removed by a blog administrator.

    ReplyDelete
  3. AnonymousTuesday, May 04, 2010 8:24:00 PM

    This comment has been removed by a blog administrator.

    ReplyDelete
  4. UnknownThursday, June 19, 2014 1:11:00 PM

    thank you for sharing ur ideas. These can help me a lot.

    ReplyDelete
  5. UnknownThursday, June 19, 2014 1:12:00 PM

    THANKS FOR THE IDEAS.

    ReplyDelete
  6. AnonymousThursday, December 11, 2014 7:11:00 AM

    Thanks for this blog! It helps me a lot!

    ReplyDelete
  7. AnonymousSunday, May 03, 2015 11:57:00 PM

    this site is very informative,it really hepls a lot,thankyou,and i hope you'll continue to guide us newbie's.

    ReplyDelete
  8. UnknownThursday, May 21, 2015 9:46:00 AM

    thank u so much.. it's really a big help

    ReplyDelete
  9. UnknownMonday, July 20, 2015 10:53:00 PM

    thank you. you help me a lot!! šŸ‘šŸ‘šŸ‘

    ReplyDelete
  10. UnknownTuesday, September 15, 2015 8:02:00 PM

    Thank you so much. its really a huge help

    ReplyDelete
  11. UnknownTuesday, September 15, 2015 8:03:00 PM

    Thanks. It's really a big help.

    ReplyDelete
  12. UnknownThursday, October 15, 2015 10:41:00 PM

    Thanks for this.

    ReplyDelete
  13. AnonymousTuesday, January 05, 2016 3:33:00 PM

    Thank you for posting this article. It really helps me a lot of what to do on applying as a call center agent. Its my first time to apply in a call center.
    Continue posting articles that helps other people who's looking for a job.
    Thank you and more power.




    ReplyDelete
  14. AnonymousWednesday, April 27, 2016 9:04:00 AM

    Thank you for giving us some tips! this will help us a lot :) Now, my nervousness is relieved a little bit. I'll take your advice and I'll do it for my first call. More power :)

    ReplyDelete
  15. jvanie24Thursday, April 28, 2016 11:53:00 PM

    Good evening. Your article is very informative. I will be having my interview Soon, and because of your blog I can say that I am prepared enough. I am going to pass my interview. Finger cross.. :)

    ReplyDelete
  16. Jerome HerreraFriday, April 29, 2016 2:03:00 AM

    @ jvanie24 Good luck on your interview! :-)

    ReplyDelete
  17. UnknownSaturday, December 17, 2016 10:36:00 PM

    I do have a interview next Month Dont Know what will gonna happen their But i think that after reading this article i feel that I am confident i can clear The Interview Easyily I hope So

    ReplyDelete
  18. UnknownTuesday, April 04, 2017 2:58:00 PM

    I will be applying for a call center soon and these informations really helped me.

    ReplyDelete
  19. ARJUNMonday, April 17, 2017 3:34:00 PM

    This comment has been removed by a blog administrator.

    ReplyDelete
  20. AnonymousFriday, December 01, 2017 11:59:00 PM

    thank for sharing for this article there's a lot of ideas on how to improve your skills during your interview

    ReplyDelete

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