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.
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.