14 Most Common Call Center Interview Questions and How to Answer Correctly

Call Center Interview Answer 1:

“Well, I’m currently an account executive at Exprosearch, where I handle our top performing client. Before that, I worked at an agency where I was on three different major national healthcare brands. And while I really enjoyed the work that I did, I’d love the chance to dig in much deeper with one specific healthcare company, which is why I’m so excited about this opportunity with Sitel.”

Explanation to Call Center Interview Question and Answer 1:

This call center interview question is probably one of the most neglected and least prepared for by interviewees. The question seems very simple and direct to the point. Your answer though to this question will set the course of the interview. From this very simple question, interviewers can likely guess at whether you are a good candidate or not so please do not take this question for granted.

Most applicants will answer this call center interview question with information already found on their resumes like their name, address, and school information. Do not make this mistake. When being asked this question, you are supposed to answer with information not found on your resume. Why would the interviewer want to know about your name, age, and address when this information is already on your resume?

A very good answer to the call center interview question would be to talk about your hobbies. When you do talk about hobbies, remember that by doing this, you are also providing the interviewer with information about your skills. For example, if you say that you play sports like basketball or baseball, this tells the interviewer that you are competitive. If you say that you like to play chess, this means you’re analytical. If you tell the interviewer that you are involved with various organizations, this spells leadership and people skills. So do not take this call center interview question for granted. Make sure to answer this question by giving the interviewer an idea that you are who they are looking for. If you do not have any “good hobbies” (like all you can say is watch HBO, eating, and sleeping), another approach you can take is talking about your family. Describe your relationship with your family. Talk about your brother, the pilot, or your mom, the actress. Say that you are very close to your family, that you guys go to church every Sunday and watch a movie afterward. If you like to watch TV, amuse your employer by saying something like I’m addicted to Lost. I watch all Lost episodes on DVD every day. If all you have in your arsenal is reading, then make it sound better and more interesting by saying that you are a voracious book reader. Rack your brain. Make sure that when you tell something about yourself, it sounds interesting and will make you shine.

Call Center Interview Answer 2:

My idea of a call center is that it is a place where people take calls from customers and deliver superb customer service experience. I know that the people who work for call centers are extremely flexible people who adapt to different cultures, different people, and different schedules all at the same time.

Explanation to Call Center Interview Question and Answer 2:

This call center interview question aims to gauge how correct your expectations of a call center job are. Answer this question by giving out your general expectations of a call center job. Describe the work (selling if it’s a sales account, instructing callers if it’s a technical support account, etc.) or the people working in call centers. This call center interview question will only be asked if you don’t have any call center experience yet.

Call Center Interview Answer 3:

I’d like to work in a call center because I have the skills to match the ones needed for this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. As a nursing graduate, I am skillful in dealing with difficult people and patient in working with irate clients. In my course, we were taught how to be good listeners which I know, is a very valuable skill in this industry. Another reason I want to work for a call center is because I know that the benefits and pay in the call center industry are better compared to those in other industries. I also know from my friends that the chances of career growth in this industry are high. In the past, I have heard of people getting promoted overnight.

Explanation to Call Center Interview Question and Answer 3:

This is another question that is only directed to applicants without any call center experience. Please do not answer this call center interview question by saying that you need money to help your parents. The interviewer wouldn’t want to hear that you are in this just for the money. For Filipinos, please do not answer this call center interview question by saying that you want to improve your English. By applying for a call center position, you should already be confident with your communication skills in English. The above response, by the way, is a good example of how you can relate your college degree to a job in a call center. I purposely chose to give a response that a nursing graduate could give to this call center interview question because of the many nursing graduates in the Philippines trying to look for a job in the call center industry.

Call Center Interview Answer 4:

I am a very patient person capable of dealing with irate and demanding customers. I can think out of the box, so I have exceptional problem-solving skills. I have good communications skills, and I can learn how to operate new computer programs very fast. 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.

Explanation to Call Center Interview Question and Answer 4:

The call center interview answer 4 is pretty much self-explanatory. With this call center interview question, you would want to enumerate skills that are needed as a call center agent. These includes (but are not limited to): flexibility, adaptability, good communication skills, good listening skills, patience, proficiency in Microsoft Office programs, good typing speed, and excellent multi-tasking skills. Of course when it comes to your weaknesses, you don’t want to say that you don’t have any as this will make you look egotistic. So make sure to be prepared to come up with at least one weakness that isn’t too negative. Examples of weaknesses that aren’t very negative are: being workaholic and being too friendly. Answer this call center interview question with a lot of confidence.

Call Center Interview Answer 5:

I am qualified to work in a call center because I possess qualities which makes one a good call center agent. I am very flexible; I don’t have complaints with shift work or working at nights and with split days off. I am willing to learn, and I am not intimidated with learning new things. I am very patient, and I know how to deal with stress. I believe that these qualities make me qualified to work in a call center.

Explanation to Call Center Interview Question and Answer 5:

Answer this call center interview question by just reinforcing your answers to the previous call center interview question presented. You can also answer this question by expounding on your strengths and good qualities.

Call Center Interview Answer 6:

I have heard nothing but good things about this company from people who have worked here. People say that the accounts here are very stable, the management is kind to its employees, and everyone is friendly.

Explanation to Call Center Interview Question and Answer 6:

In answering this call center interview, simply cite the company’s positive attributes.

Call Center Interview Answer 7:

My most significant achievement would have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition and it all culminated in my achievement of a college diploma.

Explanation to Call Center Interview Question and Answer 7:

This call center interview question aims to look at how you see yourself as a person. Most of us would apply for a job at the age of twenty and at that age, it is presumed that you already have some achievement even if it is only in your own right such as motherhood, marriage, etc. Rack your brain. You’ll think of something.

Call Center Interview Answer 8:

A lot of my friends say that I am a perfectionist. I never consider something done as long as I don’t find it perfect. In my previous job, I sometimes would go on over time just to make sure that I complete all my tasks; and they are done to perfection. I show up for work every day, and I am never late. I remember that when I was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to come up with a play, I would always be the one who would be insisting that we practice three times a week, and all my classmates would complain and get mad at me saying that they only want to practice once a week. Being a perfectionist can be bad especially when the people around you are lazy but I believe that in certain situations, it can be a valuable trait.

Explanation to Call Center Interview Question and Answer 8:

This call center interview question is tricky and will stump a lot of people. In effect, this question is asking you for your weakness. Do not say that you don’t have any qualities that are negative. If you do this, you will look proud and conceited to the interviewer. The best approach to answering this call center interview question is to present a trait of yours which is not that negative. Examples of traits that are bordering positive and negative are being a perfectionist, overly friendly, too loyal, and workaholic. Of course, reinforce your answer by explaining this trait of yours to the interviewer. Make sure as well that you know how to turn your negative attitude into a positive one (just like the interviewee did in the response provided above). Remember to answer this question with a lot of conviction and confidence.

Call Center Interview Answer 9:

I see myself working for this same company but with a higher position.

Explanation to Call Center Interview Question and Answer 9:

In this question, the interviewer wants to know if your goals in life are in line with the company’s objectives. It is good to be honest with the interviewer on this question so that expectations will be properly set.

Call Center Interview Answer 10:

My short term goal is to have a stable job with this company. After working for a couple of years with this company, I would like to see myself take on more responsibilities like maybe become a supervisor or a trainer. Meanwhile, my long term goal is to have an upper management level position with this company.

Explanation to Call Center Interview Question and Answer 10:

This call center interview question is almost the same as the previous one presented.

Call Center Interview Answer 11:

I know that this company is one of the leading companies in the call center industry. You have several sites in the world, one in Atlanta, and four in Dallas. You have several accounts; most of them are medical and financial accounts. I also happen to know that most of the accounts in this call center company are very stable because this is what my friends who work here tell me.

Explanation to Call Center Interview Question and Answer 11:

This call center interview question is simply for the interviewer to know if you know anything about the company. It isn’t necessary to know when the company was established or how much they made in the last quarter. You can answer this call center interview question by just giving out general and insignificant information about the company. Of course if you know tidbits like the name of the company president or a recent merger between the company and another call center, then by all means, do impress the interviewer with this information. So as not to be caught empty handed, it is advisable to do some research about the company before the interview. Obviously, please avoid telling anything negative about the company.

Call Center Interview Answer 12:

My idea of quality customer service is going out of your way or going the extra mile to provide customer service or to help customers. It is not simply providing assistance according to what you are expectedof.

Explanation to Call Center Interview Question and Answer 12:

This call center interview question is simply for the interviewer to know how you view good customer service. The idea when answering this question is to say that good customer service is going out of your way to help the customer.

Call Center Interview Answer 13:

Whatever amount you give to people with my qualifications would be fine.

Explanation to Call Center Interview Question and Answer 13:

As much as possible, do not answer this question with a figure. The best way to answer this call center interview question is by saying that you are okay with whatever the company decides to give you. If the interviewer asks you to give a figure, then that is the only time that you should give a figure. Of course, make sure that you can defend your answer. Do not give a figure that is very small. The interviewer might think that you don’t value yourself, and you have a low self-esteem. A good practice is to come up with a figure that is a few thousands higher than the industry average or what you were given previously by your old company. When the interviewer asks why, then you can simply say that this is the average salary in the industry or that you want to have a job that pays more than your previous one.

Of course, if you are in the position to dictate the salary you want the company to give you (meaning you have a lengthy experience in the call center industry already) then by all means, give them a figure right away when answering this question.

Call Center Interview Answer 14:

I have all the qualities that a good call center agent should possess. I am punctual, disciplined, patient, and flexible, and organized. You won’t have any problems with me when it comes to attendance and my behavior. I have good communication skills, multi-tasking skills, and I am a fast learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will give my one hundred percent to this company. I know that I have what it takes to become a good customer service representative.

Explanation to Call Center Interview Question and Answer 14:

This call center interview question isn’t intimidating as it sounds. To answer this question, simply reinforce your position by enumerating your strengths and how these strengths can relate to being a good call center agent. Answer this call center interview question with a lot of confidence and conviction.

Call Center Interview Bonus Answer:

I believe I can bring enthusiasm and a positive attitude to the job. I'm a very patient person, and I understand the importance of providing excellent customer service. I'm also a great listener, so I'm confident I can understand customers' needs and assist them in any way possible. I am also confident in my ability to learn quickly, which will be a great asset to the company. I'm a fast learner and I'm confident I can pick up any new skills or processes quickly and efficiently. I'm also organized and detail-oriented, so I can handle any customer inquiries or concerns efficiently and accurately. I'm also a team player, so I'm sure I would fit in well with the customer service team.

Explanation to Call Center Interview Bonus Question and Answer:

The interviewer is asking this question to assess your skills, experience, and fit for the call center role and company culture. They want to know if you can perform well and are a suitable match. So the idea of the answer is what you are bringing to the table of the company or what value are you offering to make this company better.

To know more in details on how to answer this specific question, check our job interview guide on how to answer - What can you contribute to the company.