Call Center Team Leader Interview Preparation Guide

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During my research, I discovered that your company really values training and ongoing learning for your employees, and as someone who loves to learn new things and be challenged, this is important to me.

I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.

We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.

It’s extremely useful to know in advance how potential agents will handle irate callers.

If you simply ask them, however, most applicants will claim they’d do all the right things. They’ll say things like “I’d actively listen to the customer’s complaint, take notes, and find a solution that complies with company policy.”

While the pressure of a job interview isn’t exactly the same as an angry customer on the phone, it’s worthwhile to simulate the situation and watch how candidates respond in a high-pressure situation. Consider writing a script ahead of time (using real quotes, if possible) from experiences your existing agents have had.

This question primarily applies to telemarketers, but it is also applicable to employees who receive calls. Figure out what the average time per call is, and use that time to figure out how many calls you can make per hour. Customer complaint/problem calls tend to run a bit longer than telemarketing calls, so you will make fewer calls per hour if you are providing support or technical assistance.

This job entails talking to new prospective customers everyday. With each call I never know what to expect on the other end so I don't find it repetitive. If I didn't do my best it could result in a lost sale. Each person deserves just as much effort as the rest. It's only right if my 100th call is just as enthusiastic as my first.

I strive to always go the extra mile to achieve satisfactory solutions to customer concerns. However, sometimes a customer will insist on obtaining services that are either against company policy or impossible to provide. For example, I once had an angry customer who wanted to return a computer in exchange for one of a different brand. My company did not sell any computers of that other brand, so that was not a service I could offer him. I listened to his concerns and his reasons for wanting the other computer. Then I told him about other computers offered by my company that were similar to the one he wanted and explained how their attributes were suitable for the customer’s purposes. As a result, the customer was able to calm down and ultimately chose to receive a replacement computer from our catalog.

If they say things like, “hanging out with friends and watching movies”, they probably aren’t the go-getter type you’re looking for. Great talent has passion outside of the office: Perhaps they like to cycle, play guitar in a band, or they have a side gig (what better way to show a hard work ethic!) In any event, while ‘hanging out with friends’ is a good social trait, you should certainly look for the candidate that offers more to this answer.

The key here is to be honest about your wish list but then to describe how you plan on developing or growing those characteristics so that it becomes a reality. For example, I wish I had a stronger work ethic and I am reading a book right now about how to instill a better discipline around getting work done efficiently.

I wanted a new opportunity where I could learn new things and grow my career, but also where I could work more directly with people.
I wanted to find something more challenging where I could perfect and develop new skills.

I managed a team of five in my last position, and I loved being able to offer advice and train them into better employees. To help motivate my team I frequently placed goals in front of them that they were incentivized to reach. I found this increased their motivation and their performance.

There’s really only one answer to this question: “Going above and beyond expectations” is quality customer service.

I plan to work hard and distinguish myself from the others in the call center. I expect to be one of the top performers within the next 6 months and possibly team leader by the end of my first year.

I believe that the ability to communicate clearly and establish rapport with customers is key to assuring customer satisfaction. As a call center representative, I emphasize friendliness, honesty and accuracy when dealing with customers. Another important characteristic is the ability to practice active listening and empathy for the customer’s problems. Customers need to feel that their problems are as important to the representative as they are to themselves. Many times, customers may be highly upset or irate; therefore, a good representative will possess the ability to remain patient and calm under all circumstances. In my interactions with customers, I keep in mind that I need to do my best to address their concerns as effectively as possible, no matter what. Finally, comprehensive knowledge of the product in question and of relevant company policy is necessary in order to offer effective solutions.

Talk about a challenging question! I can’t even think about a tough decision I’ve had to make in that timeframe. (Don’t worry, we’re leading into an easy question next.) There’s no right answer here, just let the candidate tell their story, and hopefully the challenge had some merit.

Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn’t lose out on the great benefits your products can give them.

I see a call center as a place where I would provide customer service over the phone instead of face-to-face. I understand that it is typically a high-paced environment where I will need to adapt to speaking with many different types of people and address their concerns. My time providing face-to-face customer service has taught me the value of tailoring interaction to each individual for maximum customer satisfaction. I have also learned to listen actively, express empathy and offer constructive and prompt solutions. In my opinion, since over-the-phone customers do not have the advantage of observing my facial expressions and body language, I will need to ensure that my tone conveys the message I intend. As customers are also unable to see what I am doing, I will also be sure to keep them updated throughout our conversation, for example, letting them know that I am checking the electronic record of their purchase.

☛ What software programs are you familiar with?
☛ What tools have you used to record details from your calls?
☛ How large was the customer database at your previous company?
☛ What do you know about our customers?
☛ Describe a time you solved a problem with a coworker.
☛ Describe a time you worked with a team to achieve a common goal.
☛ How do you manage your time? How many calls per hour do you usually make on a campaign?
☛ Describe a time you calmed down an angry customer.
☛ How do you manage stress after talking to difficult customers?
☛ Describe a time you successfully upsold a customer.
☛ What’s your approach to delivering great customer service?
☛ If you don’t know the answer to a customer’s question, what do you do?
☛ What would you do if you were on the phone with a customer while experiencing a system crash?
☛ This job tends to be repetitive. How do you stay motivated? What do you hope to get out of this job?

I would apologize and assure the customer that I will make certain their number gets categorized correctly. I would then note it in the CRM application. That way even if it's a system error we will still catch the mistake next time and another agent won't have to deal with an escalated encounter. Lastly, I would notify my manager.

Call centers can be hectic places with routine high-pressure situations. Whether it’s a sudden flood of calls or angry customers, you need to hire people who know how to perform well under stress.

In answering this question, you want candidates to describe the situation they were in, the steps they took, and the outcome.

If your interviewee has call center experience, they’ll have stories to tell. Their stories will give you a sense of how they deal with job stress.

For a situation candidates feel they handled well, you’ll learn what they consider “good” handling, and see whether you agree with them. Ultimately, it’s easier to train agents who have similar ideas/standards as you.

Interviewers want to know how you will efficiently and effectively set new employees up for success. As you walk them through the process, some good items to touch on are:

☛ Setting expectations
☛ Delivering hands-on training
☛ Evaluating new employee progress
☛ Ongoing training

For example, you could answer with something like:

My training style is very hands on and visual. I like to do the step for the employee the first time, allowing them to observe the task. And once they have my example to follow, they can complete the task with my supervision and advice. I also like to provide ongoing training by periodically checking in and having refresher training.

If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.

You should also pay special attention to what kind of call center you are applying for. Inbound call centers field the customer calls placed towards a business and your time will be spent addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform telemarketing, and more.

I would apologize for the inconvenience, but I would not be discouraged by that response. I know that not everybody will be up to talk. I have worked with employers that push the sale and some that prefer I only pursue interested clients. I am comfortable doing whatever strategy is most suitable for your company.

If the candidate lists anything specific about your company, it’s a good sign that they’ve either heard about you or did their research before coming in to interview. It’s also another solid indicator that the candidate actually wants to work at your company and isn’t just scattering their resumes to the wind.

The answer to this question typically provides insight into what specific job seekers are looking for in a company. And it’s a good way to see your company through outside eyes; it’s a front-row seat to your company’s reputation among potential hires.

If the candidate is effusive with praise, you probably have a great reputation among job seekers. But if this question stumps an interviewee, you may need to work on improving public perception and awareness of your business to attract more (and better) candidates.

I cannot say I have ever had a serious conflict, as I have a good work ethic and my job performance is excellent. There have been some instances where I have encountered disagreements as to the best way of handling a specific customer issue. In these circumstances, I have been able to discuss the problem with my supervisor and arrive at a solution that was both satisfactory to the customer and met with my supervisor’s approval.