Call Center Representative Interview Preparation Guide

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A call center is a centralized office of a company that answers incoming calls or makes outgoing calls to the customers. They can handle considerable volume of calls at the same time and can also log calls. using a variety of technologies including computer automation, call centers connect the customer and the organization to meet the customer needs in real time.

Customer service is the fulfilling right expectations of customer when he buys the product. When customer buys any product he may not be aware about the use of product or may he gets some issues with the product. So resolving queries or educating about product this could be the goal of a customer service. It is as simple as the example of our own. When we buy any product we get queries, and if there is no one to resolve our queries, we either throw the product away or get frustrated. A good customer service is a good way to grow the business.

Some of the key factors for the success of a call center are:
► Clear communication
► Customer friendliness
► Dynamic environment
► Consistent service
► Excellent performance management
► Strong leadership
► Happy employees

The business of call centres revolves around change. So, adaptability of the employees if one of the key things the interviewer looks for. To answer this question, you can say something like: "I understand that agility is way to grow. You need to constantly keep looking for improvements in the processes and people to improve the performances. This calls for a change for betterment and I am pretty open to it."

You need to rehearse some role plays as they are quite frequently asked for in the interview for call centers.

The focus of this particular role play should be on:
1. Listening carefully to the customer.
2. Apologizing and empathizing with them.
3. Re-iterating and confirming your understanding of their problem
4. Offering a solution and confirming if they are happy with this.
5. Thanking the customer for bringing the issue to knowledge
6. Taking the required steps as promised to the customer.

The key attributes of your personality that show off here are - problem solving, empathetic, good communication, calm under pressure, genuine interest in customer satisfaction, result oriented.

The business of call centre runs on customer service. Genuine interest in customer service is one of the most important qualities the interviewers look for in the potential candidates. Being in the field of call centres, customer satisfaction has to be your mantra. To answer this question, you can say something like: "Being in the field of call centres, customer is our king and customer service is our faith and religion. There have been times when I took an extra mile to ensure that my customer is satisfied." Focus your answer on the extra steps you took for customer and how this elated customer helped the business.

The reasons for leaving your current job could be numerous but offer the one that the interviewer is willing to buy. You can say something like "Better prospects in terms of responsibilities and growth" for example.

Given an opportunity to ask something to the employer - ask some intelligent questions like:
► Your growth prospects
► Growth of the company
► Some questions if the company has been in the news recently etc.

Answer this question YES only if you really mean it. Don't say yes just to get the job.

Align your experience and personal qualities with the requirement of the position to answer this question. For e.g. you can say something like this: I have been working in an outbound call centre for last one year. I possess strong communication skills coupled with a high confidence and an ability to deal with customers effectively. These are the requirments of this position. So, I believe that I can perform well in this role and that is what makes me interested in this role.

The purpose of this question is not to know about the challenges you have faced but to see your approach to manage them. Pick up an example of a challenge you faced at work and focus your answer on the steps to took to deal with it. Also, discuss about your learnings in the process.

For e.g. "Recently I was asked to recommend and implement the changes in the way the calls are distributed among my team members at the call centre. My team members were quite used to the way they were working and there was a lot of resistance to the proposed changes. I knew that these changes will improve the performance of the whole team so I discussed them with my manager and team in detail. I tried to win the confidence of the team members and explain them that it will be in the interest of all of us and the call centre if we implemented these changes. As they started seeing my point, it became easier to gain their support and the desired outcome. The result is that the customers get a reply faster and the performance of each team member has improved by more than 50%.

It is a business having full form Business processing outsourcing that involves the contracting of the operations and responsibilities of specific functions to a third party service provider.

1. Read and understand the job notification thoroughly
2. Research the company - their website, press release, PR material can be a good source for you
3. Analyse your candidature
4. Anticipate questions and prepare for them
5. Rehearse for the extempore or the role plays
6. Improve your communication skills
7. Keep your confidence level high with a right body language

WORLD NETWORK SERVICE.

My memorable Journey:
Actually My brother had some urgent business at Jaipur.He wanted to reach there soon.So,he decided to reach there soon.He wanted to take me along.We packed a small bag and went to the Airport.
There were a number of airport at the airport.Many people had come to see off their relatives and friends.We entered the aeroplane.This was my first experience of traveling by air.The aeroplane took off in the air.It flew higher and higher.I felt little giddy.I looked through out the window.Everything looked very small.Big trees looked very small.Huge building looked like small huts.The big river looked like a snake.Now Jaipur was in sight.The aeroplane started flying down.It landed at Jaipur airport.We thanked god that we had landed safely.It was my one of the memorable journey I ever had in my life.

Customer Satisfaction mean,dealing with customer in a proper or positive way.Every individuals are different so there need and satisfactory leave also different.So the main task of a employee of a call center is to make them understand that they are also concerned about their problem.

1. must be a legitimate Filipino citizen; residing in the Philippines.
2. 15-45 years old.
3. high school/college graduate
4. basic knowledge on internet and ms office tools (word, excel, ppt) is a must.
5. lbc money transfer services are available in your place.

Various surveys and research conducted among-st the call center employees have shown that depression is the most common problem faced by BPO employees. Frequent headaches, feeling of fatigue, sleeping disorders and frustration have become regular problems for them.

Yes both words have same meaning but these words use according to sentence nature.

No need to give exact reason because it can be personal also
so simply follow the basic steps like:-
A]no cab facility, office was very far.
B]people in office was not good.{personal}
C]no increment chances.
D]totally zero percent respect for candidates.

A Business Process Outsourcing (BPO) organization is responsible for performing a process or a part of a process of another business organization; outsourcing is done to save on costs or gain in productivity.

Make them satisfied.. make sure you helped them with all your best.. you should put yourself in there situation so that you know how they feel especially if they are irate.If they are not satisfied with your service that wouldmake them irate/mad(most of them)

We can define smart work as a Work which can be done on right way and on right path. A work in which we put our effort in such a way so that we can be certain about good results. Inhard work we work but without any direction, so in this way results or success becomes unsure.

First tell your name,Family background,Educational Qualification,your skill & more important the experience which is related to job.

In inbound process we just satisfy the customer and solve the problem related to our company And in out bound process we just call the customer and selling the company products.