Contact Centres and Office Contacts (2024)

FAQs

How do you answer a call center interview question? ›

Be detailed in your response and emphasize that staying calm and empathetic during the call will be key to coming up with a solution the customer will be happy with. For example, you might answer: Click to see the answer. I think the first step is to stay calm and express to the customer that you understand them.

A good answer rate for a call center is answering around 80% of calls in under 20 seconds. However, the average time to answer' call center metric can vary depending on the industry.

“Over the years, I have acquired relevant skills and experience, which I shall bring to your organization. I have also worked tirelessly on my communication abilities and teamwork skills, which I will put to use in my future career, which would be in your organization if I am selected for the position.

An example would be:

I'm a person who thrives in a fast-paced environment so right now I'm looking for a bigger challenge, and an opportunity to apply my technical experience and problem solving skills at a renowned BPO company like this one.” Notice how concise and straight to the point the sentences were structured?

As mentioned earlier, call center agents take up to 50 calls a day, and every inquiry isn't resolved immediately. Some calls will require a follow-up that may last days or weeks after the first interaction.

Using the example above, 80% of calls answered (for service level) within 20 seconds (for target answer time) would require 17 agents according to an Erlang calculator. A more ambitious goal of 90% of calls answered within 10 seconds would require just two additional agents.

The number of calls representatives answer each day varies based on the business' needs, but some may take as many as 50 calls each day. This means representatives will be on the phone for most of their shift, interacting with customers.

What is your weakness call center answer? ›

I am a team player, and I get along with people very well. Those are my strengths. As for my weaknesses, I guess my biggest weakness is working too much and not knowing when to stop. I would say that this is a weakness because sometimes, I would render too much over time that it becomes detrimental to my health.

Long work hours, constant metrics, and high levels of micromanagement are just a few of the reasons many call center employees experience stress.

Challenge #1: Poor customer satisfaction

There are many ways to measure performance levels in call centers. One of the most important is the first call resolution rate (FCR), and it's critical in achieving high customer satisfaction rates.

Effective Communication Skills

An agent must not only have good oral communication abilities but must be an attentive listener to fully understand a caller's query and provide a solution that meets their needs. You can get a good idea of a candidate's communication skills during an interview.

💡 Example answer

My skill set matches all the requirements laid out in the job description. In particular, my ability to work to tight deadlines and manage my time effectively make me a good fit for the role.

Every good answer to “tell me about yourself” should consist of: Work - This should make up about 80% of your answer. Focus on your previous experience and accomplishments here. Academic - 10-15% of your answer should then be about your academic background (university, academic achievements, etc.).

My strength is I'm a quick learner, Self-motivated and a Hard worker person. My short-term goal is I got a place in a reputed company Where I can improve my skills. My long-term goal is to achieve a good position in your company. My hobbies are listening to music, reading and watching movies.

I am a hard-working and driven individual who isn't afraid to face a challenge. I'm passionate about my work and I know how to get the job done. I would describe myself as an open and honest person who doesn't believe in misleading other people and tries to be fair in everything I do.

How would you handle a customer in a call center answer? ›

A call center is a customer service center where employees of a company deal with inquiries, handle technical support, or take sales, via the telephone. The call center handles customer service as well as retail sales, billing, and collection.

Answer the call in a professional manner and introduce yourself. To make sure you sound professional when answering the phone for your interview, start out by stating your name in an upbeat tone, and when the interviewer states who they are, confirm that you were anticipating their call.

The three most common types of call centers are inbound, outbound and blended call centers.

How do you handle stress? ›

Sample Answer: “I have very good organizational and time management skills, but my greatest strength is my ability to effectively handle multiple projects and deadlines.” Sample Answer: “My strength is my flexibility to handle change.