8 Call Centre Job Interview Questions (With Sample Answers)

By Indeed Editorial Team

Published 15 November 2021

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

Call centres offer assistance on behalf of companies for customers with questions, concerns or feedback about products or services. There are many common interview questions a call centre hiring manager may ask to get to know you better. Interviewing for a call centre position is an opportunity to showcase your problem-solving skills and to demonstrate your ability to build trust with customers. In this article, we review some common call centre job interview questions and provide examples of impactful responses.

8 call centre job interview questions

Here are eight common call centre job interview questions you can use to prepare for your interview with sample answers:

1. How would you describe the role of a call centre representative?

The role of a call centre representative is to provide customers with help over the phone or by live chat. When customers have a question about a product or a problem they want to resolve, they may contact the company's call centre. As a representative, you would have the important role of greeting clients in a friendly way, addressing their concerns and ensuring their satisfaction before ending the call. Review the skills listed in the job description and use them to create an example of how you would help a customer.

Example: “As a call centre representative, I would be the first point of contact for incoming callers. I'm skilled at actively listening to customer questions or concerns and identifying the best solution. For example, if a caller needed to refill a prescription but didn't know how to do it on the website, I would first help the caller complete the refill over the phone. Then, I would provide instructions on navigating the website and prescription portal so that the caller can complete the task online in the future.”

2. What are the most important skills for a call centre representative?

The most important skills for a call centre representative are customer service skills. This is a general term encompassing many skills that allow professionals to make customers feel valued. It can encourage them to remain long-term patrons of the company, too. Skills such as active listening, communication, empathy and problem-solving can all help a call centre representative serve customers effectively. Consider listing important call centre representative skills and giving examples of how you can use them.

Example: “I would say the most important skills are listening, critical thinking and multitasking. In this position, I would listen to a customer's concern, identify a solution and guide them through the process of solving their issue. I also think a friendly attitude is crucial in this role because it makes customers feel heard and supported. It also gives them a positive impression of the company, which might encourage them to make another sale in the future.”

Related: 12 Customer Service Skills: Definitions and Examples

3. How do you define quality customer service?

Call centre representatives often receive calls from upset or discouraged customers, and the representative has the responsibility of turning the call into a pleasant experience that makes the customer happy. Other times, customers may call with specific questions about a product or service, and it's important for call centre representatives to provide them with the correct answer. Regardless of how you choose to define quality customer service, remember to focus on the overall goal of providing a timely and effective solution for a customer.

Example: “Quality customer service is the ability to empathise with a customer and view their issues as your own. For example, the caller who wanted to refill a prescription online might not have understood how the online portal worked. If I were in the customer's position, I would want the representative to explain the online system so that next time I could do it myself. I would appreciate a thoughtful, comprehensive solution as a customer, so I would aim to provide the same for my callers.”

4. What steps do you take when speaking to a customer?

If you get a job at a call centre, you may have a specific script to follow when a customer calls or messages you. Still, interviewers often want to know what you consider a thorough process for helping a customer, so they may ask you to share the general steps you take from the beginning of a call or message to the end. When sharing your steps for helping a customer, remember to provide a reason for each one. You can respond based on your procedures at a previous call centre job or establish your own steps.

Example: "When I answer a call from a customer, I introduce myself politely and ask for their name. After I learn their name, I thank them for contacting me and ask how I can help them. Then, I answer their question with as much helpful detail as possible, resolve their concern or tell them I'd like to have a manager help to ensure they receive the answer or resolution they need. After the call, I thank them for their time and for being a customer. Making the experience about the customer adds a personal element that makes them feel valued."

Related: 10 Effective Communication Skills for Career Success

5. How do you handle calls from dissatisfied customers?

An essential part of being an effective call centre representative is having the ability to help customers overcome problems, which can present a challenge. Call centre representatives help keep customers calm by maintaining a friendly tone, encouraging the customer to share details about their situation and ensuring them they can find an answer or solution for their concern. If an interviewer asks you this question, explain how you approached the issue, what you did to resolve it, the outcome and how the customer felt about it.

Example: "I once answered a call from a customer who had ordered an item as a holiday gift but received the wrong product. They didn't have time to return it and receive another one before the holiday, so they felt frustrated and wanted a refund. I explained that while I'd be happy to provide a refund, I could instead send the correct product to them using overnight shipping so they would receive it in time. The customer agreed, and I processed the shipment immediately. The customer received the product and left a positive review on our social media page."

Related: Problem-Solving Skills: Definition, How to Learn and Example

6. Describe a complex issue you helped a customer solve.

As a call centre representative, you may experience different types of calls from customers. Some may be issues you help customers resolve regularly, while others may be more complex. Critical thinking skills can help you determine the cause of a problem by managing the issue one step at a time. Consider explaining how your understanding of a company's policies or software programme helped you resolve a challenging customer concern.

Example: “A customer once called me and told me the company had ended his subscription without his consent. I apologised for the inconvenience and asked for his account information. I reviewed his account and discovered there was a billing error. I explained to the customer that he would need to update his credit card information so it could be charged and his service resumed. I offered to update his billing information over the phone, helped him resume his service and he thanked me for resolving the issue quickly."

Related: How to Problem Solve With Steps, Techniques and Skills

7. How do you work to improve your customer interactions?

Even for experienced call centre representatives, there are always ways you can improve in your role. Interviewers like to know that you're confident in your skills, but you're also willing to improve them and learn new ones. This can prepare you for changes in company procedures, different roles within the organisation or promotions to higher-paying jobs. When answering this question, try to give a specific example of you evaluate and improve your performance if you can.

Example: “In my previous position, I met with my supervisor every quarter to review my customer satisfaction survey results. I asked for additional training on the specific service and advanced customer interaction techniques. For this position, I want to expand on that practice through your customer service training program and continue to improve my survey numbers.”

8. How do you encourage customers to buy additional products or services?

Sometimes, a call centre role requires you to offer products or services to customers who call for assistance. Scenarios might include encouraging a customer to add products to their existing account or explaining to a caller who has questions about a product and how the product and related offerings could benefit them. Interviewers want to know you feel comfortable offering these additional products and services without making the customer feel pressured.

Example: “If customers call about a certain product, I listen to what they need and try to identify similar or additional products that would further help them. For example, if a customer was interested in your bookkeeping software and was planning to use it for billing at their small company, I would answer any questions they had about the bookkeeping software and mention the add-on software that makes bookkeeping in a small company simpler. By explaining the benefits, the customer can see how the combination of the products can solve her billing issues and make an informed decision."

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