INTERVIEW CALL CENTER JOBS

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INTERVIEW CALL CENTER JOBS

SAMPLE INTERVIEW QUESTIONS

Cognitive

Abilities and skills that reveal an individual's capacity to solve problems and assimilate new information.

1. "Tell me about a course or seminar you took that you feel you learned a lot from. How did you apply what you learned on the job?"
2. "Tell me about a time when you asked for feedback from someone (your manager, co-worker, or a customer), and then used that information to improve your own performance."
3. "How do you go about gathering all the information you need to begin solving a problem? Give me a specific example."
4. "Tell me about a time when you foresaw that your customer might not get what he or she needed on time. What did you do?"

Rules

This trait refers to the ability to follow rules and policies; ability to deal with change; ability to work in a structured environment.

1. "Tell me about a time when you had to say no to a customer because what they wanted was against company policy. How did you handle the situation?"
2. "Describe a time when you gave the customer what they wanted even though it was outside of standard operating policy. What did you do?"
3. "Give me an example of a situation where you felt comfortable working in a highly structured environment. Now tell me about a time when you felt frustrated by having to follow rules, schedules, and procedures."
4. "Describe a time when you found yourself resisting a change that affected your daily routine. How did you get through it?"

Extroversion

This trait refers to a need to work with others; the tendency to express enthusiasm in one's work; strong listening and communication skills.

1. Give me an example of a recent project you were involved in that made you feel really excited & enthusiastic. Why did you feel this way?"
2. "To what extent do you like to work on your own versus working in a group? Give some examples."
3. "Give me an example of a time when you went out of your way to make sure the person you were communicating with truly understood your message. How did you do this?"

4."Describe a time when you had to listen to a customer express his/her dissatisfaction with your company's policy on a product and/or service. What did you do?"

Assertiveness

1. This trait refers to sales & negotiation skills, ability to handle confrontation and the willingness to take direction from others.
2. "When you are selling to a customer, what are you really selling - yourself, the product, or the company?"
3. "Describe a time when you were not able to meet your sales targets, even though you tried hard to do so?
4. "Tell me about a time when you had trouble dealing with a difficult, or demanding customer. What happened?"
5. "Tell me about a project you worked on where you operated very independently. What did you like about this? What did you dislike?

Teamwork

1. This trait refers to the extent to which this individual works well with others, builds a strong sense of team spirit, and a shared commitment to solutions, goals and actions for the future.

2. "Tell me about a team you were on--- what went well, and what could have gone better?"
3. "Give me an example of a time when you shared the credit with others for an accomplishment. How did you feel?"
4. "Give me an example of a team problem, or issue, you helped resolve."
5. "Tell me about a time when you went outside formal channels in order to get something done."

Sensitivity

1. This trait refers to an individual's ability to keep calm and stay focused when the pressure is on or a crisis occurs; the ability to handle constructive feedback.

2. "During stressful times at work, what types of strategies do you use to keep up your spirits and the spirits of those around you?"
3. "Give me an example of a time when you felt inwardly very shaken but had to project a calm exterior."
4. "Tell me about a time when you learned something valuable from feedback a peer and/or manager gave you."
5. "Think of a time when your manager gave you feedback regarding a performance issue and you became defensive. What happened?"

Organizing

1. This trait refers to time management, detail orientation, organizational skills, and flexibility.

2. "Give me an example of a time when you had several important tasks going on at once; how did you make sure nothing fell through the cracks."
3. "Give me an example of a situation in which you did not plan your time efficiently and weren't able to meet your deadline. What happened?"
4. "Give me an example of a last-minute change you didn't predict that affected the outcome of your work. How did you feel?"
5. "Describe a time when you had too many things up in the air. What did you do and how did you deal with the uncertainty?

MORE SAMPLE QUESTIONS

Customer Service

1. Tell me about a time you could not meet a customer's needs in a timely manner. What did you do?
2. Describe a time when you asked for customer feedback and used it to improve service?
3. Give me an example of a time when you were not able to meet a commitment to a customer (internal or external). What did you do?

Motivation

1. Describe the process you use to set and achieve goals.
2. Where do you see yourself in five or 10 years?
3. What is the greatest risk you've taken in the last three years and what motivated you to take it?
4. What would you do if you encountered an unmotivated co-worker on your project team?

Problem Solving

1. Tell me about a time when you were able to identify a problem and resolve it before it became a major issue.
2. Tell me about a time when you had a problem to solve with a group. What role did you play and what was the outcome?

Planning/organizing

1. How do you schedule your time to accomplish tasks?
2. What would you do if you did not have the resources you needed to complete a task or project?
3. What is your experience in setting goals and objectives? Tell me about a time when you did this successfully.
4. Describe a time when you had several critical tasks to complete and were running out of time. What did you do?

Leadership

1. Tell me about a time when someone gave you constructive feedback. How did you respond? What did you do with the information?
2. In the past, how have you inspired or energized an unmotivated individual or group? How did you do it and what was the result?

Managing people

1. Tell me about a time when you were overwhelmed with your own tasks but still had to make yourself available to staff. How did you do it?
2. Give me an example of a time when a subordinate made a serious mistake. What did you do?

Technical skills

1. What have you done in the last year to upgrade or improve your skills?
2. Give me an example of a technical problem you had to resolve. What was the problem, what action did you take, and what was the result?
3. What were the two most valuable skills you learned in the last year and how did you apply them?

Attendance/Punctuality

1. What do you do to ensure that you are on time for meetings and appointments?
2. Tell me about a time when you were late for an important meeting. What did you do?
3. Tell me about a time when you had to be absent from work. How did you arrange for the necessary coverage of your job?

Dependability

1. Give me an example of a time when you had to go above and beyond to meet your project goal.
2. Describe a situation in which you knew you would not be able to meet a deadline. What did you do?