Say ?Yes? if you have made up your mind to work for a call center Call centers would usually work 24 X 7 which needs some executives to be always present in the center This means that you would need to work in shifts
Call Center problems
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1. Have you ever worked in a call center before? If so, how long did you work there?
Correct Answer: The purpose of this question is to see if you already have some experience of working at a call center If so, tell the interviewer about your experiences and what you learnt there If you do not have a work experience, don?t panic, stay calm and say ?I don?t have a first hand experience of working at a call center but this is what I know about them and I look forward to work for one?
2. Why do you think companies outsource their call centers?
Correct Answer: There are mainly four reasons for a company to outsource its call center: a) Cost saving b) Focus on core activities c) Access to special enterprise which has expertise in the domain d) Other resource related reasons like relieving resource constraints, reducing staff
3. What will be your response if the customer who calls on the other side of the phone is angry?
Correct Answer: This question focuses to check your ability to handle situations Do not answer this question with anything that states retaliation Talk about handling the situation with patience and relaxed mind set You can answer it as ? If the customer on the other side of the phone line is angry i will first try calming him and ask him his/her problem After that I will try sufficing the best solution keeping in mind his problem In this sector customer satisfaction is very important and thus it will be my primary goal
Correct Answer: When a work process is out-sourced to a different country which is not nearby ? it is called off-shore outsourcing For eg If USA outsources a work process to India- it is off-shore outsourcing
5. What procedure you will follow when taking a customer?s call?
Correct Answer: this question around the following steps : 1 Greet customer 2 Tell your name to the customer 3 Ask customer how you can be of any assistance to him/her 4 Listen carefully and patiently to the customers query or requirement 5 Provide the customer with the best solution or assistance without making him/her wait for long 6 Inquire if customer is satisfied with the assistance or help provided 7 Ask the customer if he needs any further assistance
6. What is the difference between inbound process and outbound process?
Correct Answer: Inbound customer service agents handle incoming calls from customers for: - Requests for help - Inquiries or requests for information - Placing orders, in product purchases - Applications for services - Filing complaints Outbound customer service agents make calls to random potential customers to sell a service or product These agents can also be called as telemarketing executives
7. What is a call center?What are the different types of call centers?
Correct Answer: A center equipped to handle a large volume of telephone calls These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing There are mainly two types of call centers : a) Inbound call centers ? Inbound call centers are those which receive support or service calls from customers usually on a toll free number For eg when you call up a bank to check the status of your request for credit card, it is an inbound call b) Outbound call centers ? Outbound call centers are those in which the call center executives make calls to the customers These calls are usually made to generate the leads or sales For eg when you receive a call from a bank offering you a personal loan, it is an outbound call
8. What is the difference between a BPO and a call center?
Correct Answer: Relate the qualities you have to the requirements of a call center job like, good command over the language(English), team working capabilities, patience, good listening skills etc and say that you think, these skills will make you successful in the industry Also, talk about the prospects for the industry and how you think you can grow with it
10. Can you do a job that requires you to stay on the phone all day?
Correct Answer: Before you go for a job at a call center you should know that the focus of the job here is ?voice? which needs you to be on phone for quite a long time So, the interviewer expects a ?Yes? as an answer to this question