Question 1

How do you rate your English skills?

Accepted Answer

Again, before you apply for a job to a call center you should be aware that most of the call centers cater to English speaking customers and this needs you to speak clear English without any grammatical mistakes

Question 2

What will you do when a customer is abusive/irritated?

Accepted Answer

When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them: - Listen to them and empathize with their situation - Apologize and take ownership of the problem and give a solution - Approach them and ask for a reason for their displeasure - If they insist on talking to your manager, get him on line ASAP - Follow up after giving the solution and ask for feedback

Question 3

What is a KPO? What Is the difference between call center and a KPO?

Accepted Answer

KPO stands for Knowledge Process Outsourcing It is a subset of call centers The ways in which a KPO differs from a call center are : 1 In KPO knowledge and information related work is carried out 2 Staff requirement is for highly skilled people 3 Is mainly related to support and not sales 4 Carries out works mainly for research and analysis process besides support

Question 4

How do you rate your patience and people friendliness?

Accepted Answer

When you are applying for a job at a call center you should know that there will be moments when unsatisfied customers will get angry on you The key here is to focus on what is the purpose of the call, maintain your calmness and be polite As an answer to this question, you can say that you would rate your level of patience and people friendliness above average You can back it up with an example from your personal or professional life

Question 5

What is onshore outsourcing?

Accepted Answer

When a business process is outsourced from a company in one country to another company in the same country – it is called onshore outsourcing

Question 6

What does Customer Satisfaction mean to you?

Accepted Answer

Customer Satisfaction means, dealing with the customer in a proper or positive way Every individual mindset is different so their cause and satisfactory leave also changed So the main challenge of a worker of a call center is to make them understand that they are also concerned about their trouble

Question 7

What procedure you will follow when taking a customer’s call?

Accepted 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

Question 8

What is off-shore outsourcing?

Accepted 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

Question 9

What will be your response if the customer who calls on the other side of the phone is angry?

Accepted 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

Question 10

Why do you think companies outsource their call centers?

Accepted 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

Question 11

Have you ever worked in a call center before? If so, how long did you work there?

Accepted 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”

Question 12

Can you work in shifts?

Accepted Answer

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

Question 13

What is the difference between inbound process and outbound process?

Accepted 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

Question 14

What is a call center?What are the different types of call centers?

Accepted 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

Question 15

What is the difference between a BPO and a call center?

Accepted Answer

Call center is a subset of BPO

Question 16

Why do you want to work in a call center?

Accepted 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

Question 17

Can you do a job that requires you to stay on the phone all day?

Accepted 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

Call Center Questions