35 Call Centre Interview Questions (With Example Answers)
By Indeed Editorial Team
Updated December 7, 2022
Published July 26, 2021
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Learning how to highlight your skills, qualifications and relevant work experience during job interviews can help show hiring managers the value you can bring to their company. As a call centre representative, interviews give you the opportunity to show your excellent communication, customer service, and problem-solving skills. Reviewing some of the most common questions hiring managers may ask candidates applying for call centre representative jobs can help you identify ways to incorporate these skills in your answers.
In this article, we share some common call centre interview questions hiring managers may ask you during the application process and provide examples of how to answer them.
Related: Interview Preparation Tips
General call centre interview questions
Here are some general call centre interview questions hiring managers may ask to assess your experience, skills, and personality traits as a call centre representative:
Why are you interested in working as a call centre representative at our company?
What makes you the best candidate for this role?
What are three strengths that could help you perform well as a call centre representative?
What is one of the biggest challenges you might have to overcome to be successful in this role?
What comes to mind when you think of our company?
What questions do you have for us about the call centre representative position or our company?
What are your salary expectations as a call centre representative?
Could you tell me a little about yourself?
Why did you leave your previous job?
What are you looking for in a new job?
Questions about background and work experience
Throughout your interview as a call centre representative, the hiring manager may ask you to share details about your relevant work experience and background. Here are some examples of questions an interviewer may ask to determine how well you might perform in this role:
Describe a complex issue you helped a customer solve.
Based on your previous experience, what is your idea of quality customer service?
Do you have experience working with multiple phone lines?
Describe the last call centre you worked in.
How would your previous employers describe you?
What skills or qualities set you apart from other call centre representative candidates?
Can you describe a typical day at your previous call centre representative job?
Do you have any concerns about this role, based on your previous work experience?
What about this role excites you, based on your previous work experience?
What steps have you taken to improve your customer service skills over the last year?
Interviewers may also ask more in-depth questions to assess how you approach your work as a call centre representative and determine your ability to provide excellent customer service:
How would you describe the role of a call centre representative?
How do you handle calls from dissatisfied customers?
How do you work to improve your interactions with each customer?
What are the first three steps you take when trying to solve an issue for a customer?
How long do you think an average customer call should be?
What software programs are you familiar with?
How many calls per hour do you typically make for a campaign?
How do you handle negative feedback from customers?
What motivates you to provide excellent customer service?
Tell me about a time a customer had an issue you weren't able to resolve. What did you do?
Interview questions with sample answers
Here are some sample answers to questions a hiring manager may ask during an interview for a call centre representative position:
What three skills do you believe a call centre representative needs to be successful?
Hiring managers may ask this question to identify your strongest skills as a candidate. Your answer can highlight what qualities you value the most and help them determine what type of tasks you're best suited for. Try to incorporate both hard and soft skills in your answer to show that you're a well-rounded candidate.
Example: "A successful call centre representative has excellent communication skills, can solve problems effectively, and manage their time efficiently. Actively listening to customers and providing clear, concise answers can improve customer interactions. Call centre representatives who can quickly develop solutions for their customers and manage their time efficiently can also reduce wait time and improve customer satisfaction levels."
What steps do you take to help solve a customer's issue?
An interviewer may ask you this question to learn more about how you approach problem-solving. Try to list specific steps to illustrate your process and focus on how you've helped customers overcome challenges in the past.
Example: "When a customer calls because they have an issue, I take the time to listen to their needs and ask clarifying questions to make sure I have all the information I need. I try to address the customer by name and maintain a calm demeanour to ease the tension so we can work together to find a solution that satisfies them.
I also apologize for any inconvenience the issue may have caused while referring to the company guidelines to determine what I can do to improve the situation. Before I end the call, I always ask if there is anything else I can help the customer with. This ensures I've answered all their questions and gives me an opportunity to make sure they had a positive experience."
Can you tell me about a time a customer was unsatisfied and what you did to improve the situation?
Call centre representatives help customers overcome challenges every day, so it's important to communicate effectively with people who may be unsatisfied. Hiring managers may ask this question to determine whether you can remain professional, respectful, and helpful in these situations. Focus on how you tried to resolve the customer's issue and make their call a positive experience.
Example: "One of my customers was unhappy with the internet service he was receiving. I listened to his concerns, apologized for the inconvenience, and let him know I would be happy to research the issue. After learning more about his internet service, I realized his modem was several years old and very outdated, which was affecting his internet speed. I explained the issue and let him know that one of our representatives could come over that afternoon to replace the modem with an upgraded model.
At first, the customer didn't want to deal with the hassle of having his modem upgraded and explained he was considering cancelling his service, but when I explained it was free to upgrade and it would only take a few minutes to set up, he agreed. He called back the next day to thank me and tell me how happy he was with his upgraded internet service."
What tactics do you use to encourage customers to purchase additional products or services?
As a call centre representative, your employer may ask you to offer new or existing products and services to callers. Hiring managers may ask this question to determine whether you have previous sales experience and if you can help them meet their revenue goals.
Example: "I listen carefully to each customer to identify any unmet needs they may have so I can recommend additional products, services, or features they may benefit from. For example, if a customer is interested in using your accounting software to track expenses and send out invoices, I might recommend that they add on the mileage and time tracking features so they can accurately reimburse staff members and manage everyone's work schedule remotely. By explaining the benefits of having these features built into the same application, the customer can visualize how upgrading their account with us could improve their business."
How do you define quality customer service?
Asking this question can help hiring managers assess your customer service experience and whether your values align with the company's values. Use your answer to showcase how you treat customers with respect and put their needs first. You may also share how you prefer to be treated as a customer.
Example: "I believe quality customer service requires patience, empathy, and respect. When a customer calls me to discuss an issue, I try to consider how I might feel if I were experiencing a similar challenge. I know I would want to be listened to and feel like the company would make things right. I strive to make sure callers have a positive overall experience by assuring them I'm here to help and working with them to solve their issues."
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