The Call Center Interview Process
Like any other interview, call center interviews usually are won or lost before the battle. Preparation is essential. Knowing all you can about the job, the company and the expectations is crucial. The fewer surprises you encounter, and the more of the unknown you can eliminate, the better your prospects. Call center employees are the face --- or voice --- of many companies, so your interview carries more weight than it might for other occupations.
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Preparation
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Do your homework. Research the company with which you're interviewing. Internet searches can yield valuable information. Know the company's history, its business, its clientele, its officers and the mission statement. Develop two sets of questions --- ones that you'd like to ask the interviewer about the company and others that you can work in if the interviewer fails to ask them (don't let a poor interviewer ruin your opportunity; be prepared to provide pertinent information even if you're not asked a pointed question). Know what you're going to wear, where the business is, how to get there and give yourself ample commute time. Take a pen and notepad. While waiting for the interview to commence, read postings in the lobby and use the information during the interview. For example, you could interject, "I saw in the lobby that your company picnic is this weekend at Jones Park. My current employer had our picnic there last summer."
Know the Job
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Do everything in your power to know the duties and responsibilities of the job for which you're applying. Contact a call center representative beforehand and ask about the position, the requirements, the software and applications used and the experience and education expected. Anticipate questions to be asked, especially open-ended questions. You won't have any problems responding to fact-based questions such as, "Where did you go to school?" But be prepared for questions such as, "What do you think is the most necessary skill for this job" or "How would you handle an angry, belligerent customer?" Be ready to offer examples of your strengths and accomplishments. Be ready to emphasize your experience --- if any --- as a call center employee or your ability to do the job. Phone, computer, typing and customer-relations skills are vital, as is the ability to research source material, provide answers to questions and complete logs and reports. Be prepared to comment about the processes and work atmosphere of a call center and be willing to offer advice about improvements.
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Their Questions
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Expect questions about your education, training, certifications and experience, both relevant and not so relevant. Make unrelated job experience seem like an asset. Be professional but don't be stiff or stand-offish. Smile, nod in agreement with your interviewer's comments, make eye contact and be passionate in selling yourself. If you don't have a particular skill, reply by saying, "No, I've never used that program but I have used a similar Mac-platform application and I'm very computer-literate. I'm sure I can learn the program quickly, even if I have to stay late." You'll be asked why you want to work for the company, what former colleagues and supervisors would say about you, and what your most significant successes and failures have been. Be honest. Everyone fails occasionally. Explain the situation and what you learned and move on. Sell yourself. Use "bridge" techniques to swing the conversation in your favor. Follow up apparent negatives with, "But..." and interject a strength of yours. Be flexible. Note that, although you're a team player, you're not averse to assuming leadership responsibilities when the situation dictates. Encourage the interviewer to call references, especially if he doesn't ask about them.Call center workers need to be fast on their feet and be able to answer questions quickly and concisely. The interview is the first and most important impression you'll make.
Your Questions
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You may be asked if there's anything you'd like to add. Review your notes. Don't rush yourself. A thoughtful pause is good. Then ask questions --- about the company, the work environment, hours, pay and benefits. Work in any information about yourself that the interviewer didn't ask about directly. You might say, "I don't know how applicable this is to the position, but I did supervise a staff of five people while my manager was on maternity leave. It really gave me a better understanding of the issues that she has to deal with." Invite the interviewer to ask any other questions. "Is there anything else you'd like to know?" you could say, or "I'd be happy to provide more references or portfolio pieces if you'd like." Ask about their phone and computer technology and remote-location or cell phone options that could increase call center productivity.
Follow Up
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At the least, follow up the next day with a phone call. A handwritten note or card is best. Avoid emails. They are impersonal and cold. Thank the interviewer for his time and consideration and express your appreciation. Let him know that you're looking forward to talking or meeting again and let him know to feel free to contact you if they he needs anything further.
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References
Resources
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