Call Center Interview Guide

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4 years ago

BPO Companies arises in the Philippines. Many outsourcing companies are investing in the Philippines because of the lower cost of goods and services. Call center is now one of the many jobs that Filipinos are applying to. Some say that the hiring process is very hard. The interviews are hard. If you're applying for the job, make sure that you at least know what you're applying for. 

There are many types of jobs in a call center company. But basically, it's about calls for support and giving information. Call center agents mostly handle inbound and outbound calls to customers. Inbound is when you're the one being called like assistance, inquiries, customer service, technical supports, etc.. Outbound is when you're the one making calls like surveys, sales-related, collections, telemarketing, etc... These two are the most common types of jobs in call centers here in the Philippines. 

The hiring process in call center companies is not done by a single interview. The process may include phone screening, initial interview, another interview, exams, computer exams, another interview, final interview, and training. Different people interview you for different reasons. Checking for your background, your work experiences, how you communicate, and how you express yourself.

If you're applying for a call center agent, here are some examples of interview questions and a guide on how you can answer them effectively. 

1.Tell me about yourself.

This is the most common yet hard to answer questions. You might be starting positively then begins to be vague as you talk. Focus on your skills especially skills in dealing with people. Call center's everyday job is dealing with different types of people. Let the interviewer know your skills in dealing with different kinds of people. Don't go reciting your resume. They already read that, that's why you're in an interview. But also emphasize your achievements. 

2.What is your idea of a call center?

The interviewer wants to know if you know what kind of industry you are applying for. If you have no previous call center experience, emphasize the role of a call center agent for providing good customer service. This way, the interviewer knows that at least you know the role of the position you are applying for. 

3.What do you know about our company?

The interviewer assumes that, of course, you at least know about the company you are applying for. This shows that you are professional and that you are in for a long time and you didn't apply just because it was open for hiring and you need a job. The company wants to see if you are interested to be working for them long term. By not having an idea about the company shows that you are not interested in the company. 

4.Why do you want to work in a call center?

Highlight the good things working in a call center gives to an employee. The potentials that can give career growth, the opportunities to showcase your skills and abilities, and the potential to be a worthy individual. If you must, you can also say the chance of helping your family. The interviewer wants to know your goals.

5.What is your idea of quality customer service?

The interviewer wants to know if you understand what a quality service it and if you can exhibit it. Emphasize your strengths in providing quality customer service. You can give an example from your previous work related to customer service or an experience you related to quality customer service.

6.What is your strength and weaknesses? 

Do not be confused by the questions. Highlight a weakness that can be also used as a strength. A good example of a weakness is being hardworking or being a perfectionist. Just don't mention anything so negative. Like what I've said, your weakness should be something that can be a strength.

7.How do you handle pressure or irate customers?

The interviewer would want to know if you think you have what it takes to handle such scenarios. Many customers are furious and the management wouldn't want some agents, fighting with their customers, cursing their customers, crying during a call, or having breakdowns because of such things. They want to know if you can work and still provide quality customer service even with constraining scenarios. They want to know if you can still keep your cool during such scenes and can still be calm and still provides quality customer service. 

8.How do you adapt to changes?

Working in a call center is full of uncertainty. There will be more products or services there will be updates and whatnot. The key to this question is to let the interviewer know that you are pragmatic and you always do your best to focus on what's more important. (This was my answer to one of my interviews :))

These are the most common questions they have prepared for your interview. Some additional questions will depend on how you answer questions so be sure you can back up your answers and be ready for additional questions. 

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4 years ago

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True, I worked as a call blend associate for 3 years. Questions mentioned were the usual they asked from you. Also they will ask if what will you become three to five years from now. This will test if you stay long or if you want to grow your career in their company. Hope your article helps aspiring call center agents.

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4 years ago

oh yes. that question also goes to the answer you give to questions number 3 and 4. they want to know how willing you are to work in their company and your goals. I also started working in BPO industry since 2009. the job is really challenging but when you get the hang of it, it'll be easy peasy lemon squeezy...

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4 years ago

I applied as a call center agent many times but I always failed when I reached the final interview 😂 When they asked you their " out of the box questions " I quit on applying on that position and start searching other positions haha. Hindi siguro talaga para sakin. I got hired on other BPO company but not an agent. SKL.

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User's avatar Yen
4 years ago

that's fine. other companies are really strict. Ako my first time to apply for the job? I was in the hiring department for almost 12 hours. kasama na ang lunch break. Phone screening, Comuter exam, initial interview, background interview, interview again together with another applicant where you are asked to discuss a specific topic to each other. bahala kayo jan magusap about this topic ganun.. then medical, then pababalikin ka for final interview. then 3 stages of training. exam or interview at the end of each training. in one company ha. yaan ang hiring process nila haha. only few applicants left at the end of the training hahaha... mga 15 nalang ganun or below.

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4 years ago

Nakahanap naman ako ng okay na company. BPO din naman. Quality Assurance dept.

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User's avatar Yen
4 years ago

wow hehe.. congrats hehe... iba iba talaga ang forte ang tao. iba iba ang dapat paglagyan :)

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4 years ago

Oo nga napakahaba nang process of application nang call center, pero maintindihan mo rin nmn kase di rin nmn madali trabaho na yan. I wasn't feel bad when I failed because I didn't even prepared for that. I admire the BPO peoples too, it's not an easy job but some people just discriminating that field like wtf, di ba nila alam hirap din makapasa dyan.

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4 years ago

akala nila call centers lang. as long as you can speak english it's ok na daw. What they don't know is we have to deal with angry customers, we have to be keen, we have to be calm in every situations, we have to do troubleshooting, we have to get the customers pay or book an appointment, we have to achieve our daily quota, we have to deal with customers that are cursing, racist, narrowminded, etc. we deal with all kinds of people. akala nila madali kasi nakaharap ka lang sa computer daldal ka lang ng daldal. yun nga magsulat ka ng article na english nakakaloka na minsan yun pa kayang bigla ka tatanungin ng customer mo ng kung anu ano tapos minsan di mo din alam isasagot mo or kung paano mo ieexplain sa way na hindi bastos at na maiintindihan niya.

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4 years ago

Yeah it's never easy lalo na pag outbound ba? Or inbound correct me if I'm wrong yung nag offer nang products About sales at don nakasalalay ang rate mo or incentives and performance evaluation. Tapos mga nagmumura mga customer galit pag nalaman na pilipino ka di ka American 😂

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4 years ago

And for the final question for our interview (while half closing my eyes, total giving "the look" and speaking slowly) did you got, or did you not got the job??? Hehehe! Well written!

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4 years ago

hahaha.. yes that face.. haha and the nervousness of the other haha

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4 years ago

So accurate! I tried to took interviews from 5 different companies and most of the questions you've mentioned were really used so if anyone wanted to apply as CCA, this article will be super helpful!

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4 years ago

Thanks! Glad you enjoyed it. I really do hope I can help somebody.

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4 years ago

I applied call center before in Accenture I failed right on the first screening 😂🤦 🤦 I'm not good in English speaking I can write but I can't talk fluently my gosh! So funny 😂 but I just applied because some recruiter bring me in there, so I apply without preparation at all. This questions are really top picks of interviewer. If you are eager to apply in this field you have to do research about basic questions and study possible answers, this could help them. Saved this article just in case I will apply again 😂

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4 years ago

I would be happy to give some samples for the questions. Maybe I should write another article for the answers and some tips again haha... how to speak confidently, that kinda stuufs. hehe.. You can try to apply to other companies. Try Sutherland. Or some small centers first. :)

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4 years ago

Yeah I applied on big company first out of ignorance 😂 okay I will wait for your next article. I'm not planning to apply though bcoz I babysit my daughter. But who knows in the future we didn't know haha

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4 years ago

Haha... I will later. I'm kinda busy right now. Duty ko na din sa anak ko. I'll keep you updated hehe

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4 years ago

Okay I will wait hehe. Ako rin duty sa anak 😂 di maka gawa maayos article dahil sobrang papansin anak ko lately 😅😂

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4 years ago

ako din ahaha. minsan pag tulog siya ayun go ako sa pag sulat

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4 years ago