Call Center Team Leader Interview Preparation Guide

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.