![]() Whether it's a sudden flood of calls or angry customers, you need to hire people who know how to perform well under stress. Tell me about a specific time you handled a high-pressure situationĬall centers can be hectic places with routine high-pressure situations. The best answers will draw on specific examples to showcase how they've demonstrated great customer service, not just a recitation of what great customer service is. Perhaps they discuss how they develop in-depth product knowledge. They might talk about how they actively listen to customers or manage their time well to resolve issues quickly. Ideally, your interviewee will talk about their strengths and priorities for great customer service. How do you deliver great customer service? ![]() When listening to the candidate's response, pay close attention to how well they demonstrate active listening, patience, and empathy. Ideally, you want to hire a candidate who already knows how to do these things. Training someone on soft skills, such as maintaining a pleasant tone of voice and active listening, is difficult and time consuming. Consider writing a script ahead of time (using real quotes, if possible) from experiences your existing agents have had. While the pressure of a job interview isn't the same as an angry customer on the phone, it's worth simulating a realistic high-pressure customer situation. If you simply ask them, however, most applicants will claim they'll do all the right things. You want to know in advance how potential agents will handle irate callers. I'm an angry customer-how would you talk me down? Do they pay close attention to conversations and notice how they could be improved? Can they apply real world experience to their job in a thoughtful way? Attention to detail and the ability to reflect on experiences will also be crucial skills for any call center employee. Second, their answer will tell you how observant and reflective they are. Being able to empathize with customers is a crucial role for all contact center representatives. First, it will tell you whether the candidate can think like a customer. How would that experience inform your work here? Tell me about a time you received good/bad customer service. Working details from your job listing into their answers is a sign that a candidate is particularly interested in your role, and not just mass applying to every job listing they encounter.Ī candidate's answer to this question will also tell you what they're looking for in a call center job, which will help you figure out whether they're a good fit based on how well your open position aligns with their expectations. When a candidate cites specifics from your job posting, it's a good indicator of attentiveness. ![]() What was it about the job description that made you want to apply? ![]() Here are five call center interview questions to help you determine whether a candidate is a good fit for your business or whether they just look good on paper. But for personality and culture fit considerations, the interview allows you to truly engage with a candidate and see how they think on their feet, which they'll have to do every day in your call center (if hired). How can you hire top talent? Start by asking the right interview questions.Ī resume and cover letter are great for determining a candidate's hard skills and experience. Getting it right, on the other hand, pays off in reduced turnover and saved time, money, and frustration.ĥ must-ask call center interview questions When it comes to hiring for your call center, getting it wrong is expensive.
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