Call Center Reviewers PDF

CALL CENTER PEOPLE ASPIRANTS REVIEWER
CALL
CENTER
REVIEWERS
TEXT 09274154155 OR 09397343068 FOR CALL
CENTER TRAINING SCHEDULES
https://www.facebook.com/callcenterpeopleaspirants
TEXT 09274154155 OR 09397343068 FOR CALL CENTER TRAINING SCHEDULES

Practice relating the experiences aloud.

• The STAR method is a helpful way to organize your thoughts
and communicate clearly.
o S: Explain the Situation
o T: Describe your role or Task
o A: The Action you took
o R: The Results of your action
• Include what you learned or what you might do differently in
the future.
• Avoid memorized answers. No one wants to listen to a
scripted, pre-recorded message. Organizing your thoughts
ahead of time and practicing them aloud will help you to feel
more confident and communicate clearly in the interview. Be
able to describe your useful skills in layman’s terms in case
your interviewer is not an expert in the field.
STAR Example
SITUATION: When I worked at the state library, many of the
books were not filed correctly.
TASK: I was in charge of shelving books on three floors.
ACTION: I designed and proposed a new employee training
method to my boss. I then presented the new method to the
library assistants at the next staff meeting and everyone
contributed ideas for the new training on shelving.
RESULT: After that meeting, there were fewer misplaced
books, and customers asked fewer questions about finding
missing books

Call Center Interview Question

Call Center Interview Question 1: Tell me something about yourself.
Call Center Interview Answer 1: Well, I can say that I am a person with varied
interests. During my spare time, I like to sketch anything that I see on the street
such as a dog passing by or a little girl buying candy from the neighborhood
store. These things fascinate me. I guess I like to observe people. On Sundays, I
do volunteer work at an orphanage. My volunteer work consists of encouraging
wealthy people to donate money to the orphanage. What we do is we go to the
upscale neighborhoods in the city and tell them about the orphanage. When I
have the time, I also like to read novels, and play basketball.
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
that is already found on their resume like their name, address, and school
information. Do not make this mistake. When being asked this question, you are
supposed to answer with information that is not found in 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 afterwards. 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 Question 2: What is your idea of a call center?
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.
READ: Do you need an accent when working in a call center?

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 would only be asked if you don’t
have any call center experience yet.
Call Center Interview Question 3: Why do you want to work in a call center?
Call Center Interview Answer 3: I’d like to work in a call center because I have theskills 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 became skillful in dealing with
difficult people and patient in working with irate clients. In my course, we were
also taught how to be good listeners which I know is a very valuable skill in this
industry. Another reason why I want to work for a call center is because I know
that the benefits and pay in the call center industry is 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.
READ: What is a Call Center?

This is another question which would only be 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 on 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 Question 4: What are your strengths and weaknesses?
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 at times I would render too
much overtime that it becomes detrimental to my health.

The call center interview answer 4 is pretty much self explanatory. With this call
center interview question, you would want to enumerate skills that would be
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 which isn’t too negative.
Examples of weaknesses which 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 Question 5: What makes you qualified to work in a call
center?
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.
READ: How to make a Call Center Resume

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 Question 6: Why do you want to work for our company?
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.

In answering this call center interview, simply cite the company’s positive
attributes.
Call Center Interview Question 7: What has been your most significant
achievement?
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 into my
achievement of a college diploma.
READ: 6 Advantages and Disadvantages of Working in a Call Center

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 sort of achievement even if it is only to
your own right such as motherhood, marriage, and etc. Rack your brain. You’ll
think of something.
Call Center Interview Question 8: Give me one quality that you have which will
not make me hire you.
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 overtime 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.
READ: How to Handle your very First Call in the Call Center

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 which are negative. If you do this, you would 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 which are bordering positive and negative are being
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 Question 9: How do you see yourself five years from now?
Call Center Interview Answer 9: I see myself working for this same company but
with a higher position.

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 Question 10: What are your goals in life?
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.

This call center interview question is almost the same with the previous one
presented.
Call Center Interview Question 11: What do you know about this company?
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 but 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.
READ: Do you need an accent when working in a call center?

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 Question 12: What is your idea of quality customer service?
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
expected of.
READ: Pros and Cons of Working in a Call Center

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 Question 13: What is your expected salary?
Call Center Interview Answer 13: Whatever amount you give to people with my
qualifications would be fine.

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 Question 14: Why should we hire you?
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.
READ: 10 Last Minute Reminders for your Call Center Job Interview

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.
These call center interview questions and answers are not by all means perfect.
They have been provided to you as a sort of guide.
Please do not just memorize whatever was written in this post and use it in your
interviews. Do not be tempted to lie to the interviewer. Remember that
interviewers will always try to catch you lying.
The call center industry is one of the fastest growing in the Philippines these
days. As recently as ten years ago, there were only a few call center agents and
the word call center was hardly ever used in the country. Today, almost every
family in the Philippines has at least one member working in the call center
industry. The reason for this boom is partly economics. In the Philippines, low
paying jobs are very notorious and while call centers set up shop here because
of the low labor costs, Filipinos decide to work for the call center industry
because it pays higher than average wages. Consider this: if you are an average
worker in the Philippines with an entry level position, you probably are getting
paid seven to ten thousand a month; meanwhile, an average employee in the
call center industry with an entry level position will get around fifteen thousand
pesos a month, plus free dental and health benefits (HMO). Call centers also will
pay your SSS (Social Security), PAGIBIG (home building fund), and PhilHealth
(health insurance) from day one in the job. It is no wonder then that almost every
day, you see hundreds of applicants in the top call centers in the country. If you
are reading this post, then you are undoubtedly one of the many Filipinos
aspiring to work as a call center agent. Even though the demand for call center
agents outpaces the availability of qualified workers, having the qualifications to
become a call center agent alone does not guarantee you a job in this
competitive industry.

POSIBLE QUESTIONS
1. Will you tell me about yourself?
2. Why would you leave your current position? Why did you leave your previous position?
3. What type of position are you looking for?
4. What are your strong/weak points?
5. Where do you see yourself in five years?
BEHAVIORAL QUESTION BANK
Professionalism
1. Tell me about a work situation that irritated you.
2. Which of your previous jobs was the most satisfying and why?
3. Which job was the most frustrating and why?
4. Tell me about the best boss you ever had. Now tell me about the worst boss. What made
it
tough to work for him or her?
5. When was the last time you were criticized? How did you deal with it?
6. If you had the opportunity to change anything in your career, what would it be? What
would
you have done differently?
7. How do you measure your own success?
8. When you have been made aware of, or have discovered for yourself, a problem in your
work
performance, what was your course of action? Can you give me an example?
9. Tell me about a time when your supervisor/co-workers gave you feedback about your
work/actions. What did you learn about yourself?

10. What have you done to further your own professional development in the last five
years?
11. Tell me about a job that you had which required you to learn new things.
12. Tell me about a recent job or experience that you would describe as a real learning
experience. What did you learn from the job or the experience?
13. Tell me about a time when you were asked to complete a difficult assignment even
though
the odds were against you. What did you learn from that experience?
14. Discuss the highlights of your most recent educational experience. Did you accomplish
any
special achievements? What were your most difficult challenges?
15. I noticed on your resume that you attended _____________ training program. Please
describe the training program.
16. How have you applied what you learned to your current job?
17. What three specific things about your last job gave you the most satisfaction? Why?
18. What have you done in your last job that makes you feel proud?
19. Give me an example of something you’ve done in previous jobs that demonstrate your
willingness to work hard.
20. What is the biggest error in judgment or failure you have made in a previous job? Why
did
you make it? How did you correct the problem?
21. Tell me about a time when you had to give feedback to an employee who displayed a
lack of
professionalism in their work relationships. What did you say? What standards did you set?
What was the outcome?

22. What types of things in your work have upset you, and how did you react to those
situations?
23. What are some of the things your last employer could have done to keep you?
24. If you could do anything in the world, what would you do?
25. What is the most interesting thing you have done in the past three years?
26. Why should we hire you?
27. What are your short-term or long-term career goals?
28. What responsibilities do you want, and what kinds of results do you expect to achieve
in your
next job?
29. How did the best manager you ever had motivate you to perform well? Why did that
method
work?
30. What is the best thing a previous employer did that you wish everyone did?
31. What are you most proud of?
32. What is important to you in a job?
33. What do you expect to find in our company that you don’t have now?
34. What brings you joy?
35. If you took out a full-page ad in the New York Times and had to describe yourself in
only
three words, what would those words be?
36. How would you describe your personality?
37. What motivates you the most?
38. If I call your references, what will they say about you?

Quality
1. When you had a particularly uninteresting job, how did you deal with it?
2. How do you organize your work to ensure that you are most effective and productive?
3. Tell me about a time when you reached out for additional responsibility.
4. Give me an example of a time when you went beyond your employer’s normal job
expectations in order to get a job done?
5. Tell me about a time when you had to work on a project that did not work out the way it
should have. What did you do?
6. Tell me about a suggestion you made to improve the way job processes/operations
worked.
What was the result?
7. Tell me about one of your workplace improvements that another department now uses.
8. Give an example of when you initiated a change in process or operations.
9. Describe something you have implemented at work. What were the steps you used to
implement this?
10. Tell me how you keep your job knowledge current with the ongoing changes in the
industry.
11. Tell me about a time when you had to go above and beyond the call of duty in order to
get a
job done.
12. Give me two examples of things you’ve done in previous jobs that demonstrate your
willingness to work hard.
13. Describe a course, project, or work experience that was complex. What kind of follow-
up did
you undertake? How much time was spent on unexpected difficulties?

14. Give me an example of when you initiated a change in process or operations in response
to
customer feedback.
15. Tell me about a marketing promotion/initiative or information dissemination you

developed.
How did it meet the customer’s need(s)?
16. In some aspects of work it is important to be free of error. Can you describe a situation
where
you have tried to prevent errors? What did you do? What was the outcome?
Service
1. Tell me about an objective in your last job that you failed to meet and why.
2. Describe what steps/methods you have used to define/identify a vision for your
unit/position.
3. In your current or former position, what were your short and long-term goals? How long
ago
did you set them? Who else was involved in setting them? Which ones were achieved?
4. How do you see your job relating to the overall goals of your present/previous
organization?
5. Tell me about a time when you anticipated the future and made changes to current
responsibilities/operations to meet future needs.
6. Give me an example of an important goal that you had set in the past, and tell me about
your
success in reaching it.
7. What projects were accomplished during your previous job? How were these
accomplished?
What experiences did you have when meeting deadlines for project completion? Explain.

8. Name one of your best accomplishments, including where the assignment came from,
your
plans in carrying it out, how you eventually did carry it out, and any obstacles you
overcame.
9. Of your current assignments, which do you consider to have required the greatest
amount of
effort with regard to planning/organization? How have you accomplished this assignment?
Tell me how you handled it. How would you assess your effectiveness?
10. Describe how your position contributes to your organization’s/unit’s goals. What are
the
goal's/unit's mission?
People
1. Thinking of the most difficult person you have had to deal with, describe an interaction
that
illustrates that difficulty. Tell me about the last time you dealt with him/her? How did you
handle the situation?
2. Think of a problem customer that you had to deal with on your last job. Tell me what
happened and how you handled it.
3. Give me a specific example of a time when you had to address an angry customer. What
was
the problem and what was the outcome? How would you assess your role in defusing the
situation?
4. Describe a time when you took personal accountability for a conflict and initiated contact
with the individual(s) involved to explain your actions.
5. Tell me about a time when you had to resolve a difference of opinion with a coworker/
customer/supervisor. How do you feel you showed respect?

6. Tell me about a time when you needed to give feedback to an employee with emotional
or
sensitive problems. Was the outcome?
7. Describe the way you handled a specific problem involving others with differing values,
ideas and beliefs in your current/previous job.
8. Describe a work situation that required you to really listen and display compassion to a
coworker/
employee who was telling you about a personal/sensitive situation.
9. Describe the way you handled a specific problem involving people in your last job.
10. Tell me about a time when you were able to provide a co-worker with recognition for
the
work they performed. What did you do?
11. By providing examples, convince me that you can adapt to a wide variety of people.
12. What kinds of people bug you?
13. Tell me about a time when you needed to address an employee’s attitude. What did you
say
to that person? What was the outcome?
14. Tell me about a recent success you had with an especially difficult employee/co-
worker.
Teamwork
1. Describe a situation when you worked with a person whose personality was the opposite
of
yours. How did you deal with it?
2. What did you do in your last job to contribute toward a teamwork environment?
Describe
how you felt your contributions affected the team.

3. What kind of environment would you like to work in?
4. What kinds of people would you rather not work with?
5. Have you heard the expression “roll with the punches”? Describe a past situation in
which
you had to do that in working with a difficult person?
6. Have you ever had to resolve a conflict with a coworker or client? How did you resolve
it?
7. How have you worked as a member of a team in the past?
8. Gaining the cooperation of others can be difficult. Give a specific example of when you
had
to do that, and what challenges you faced. What was the outcome? What was the long-term
impact on your ability to work with this person?
9. Please give me your best example of working cooperatively as a team member to

accomplish
an important goal. What was the goal or objective? What was your role in achieving this
objective? To what extent did you interact with others on this project?
10. Describe a project you were responsible for that required a lot of interaction with
people over
a long period of time.
11. How have you recognized and rewarded a team player in the past? What was the
situation?
12. Tell me about a course, work experience, or extracurricular activity where you had to
work
closely with others. How did it go? How did you overcome any difficulties?
13. Describe a problem you had in your life when someone else’s help was very important
to
you.

14. Tell me about the most difficult challenge you faced in trying to work cooperatively
with
someone who did not share the same ideas. What was the difference in ideas? What was
the
outcome? What was the long-term impact on your ability to get things done working with
this person?
15. Tell me about a time when you needed to have co-workers working on a project who
normally have different work styles/ideas. How did you pull them together?
Integrity
1. Describe a situation in which you felt it might be justifiable to break company policy or
alter
a standard procedure. What did you do?
2. What have you learned from your mistakes?
3. Tell me about a situation in which you blew it. How did you resolve or correct the
situation
to save face?
4. When was the last time you “broke the rules” and how did you do it?
5. Discuss a time when your integrity was challenged. How did you handle it?
6. What would you do if someone asked you to do something unethical?
7. Have you ever experienced a loss for doing what is right?
8. Have you ever asked for forgiveness for doing something wrong?
9. In what business situations do you feel honesty would be inappropriate?
10. If you saw a coworker doing something dishonest, would you tell your boss? What
would
you do about it?
11. Tell me about a specific time when you had to handle a tough problem which
challenged
fairness or ethical issues.
12. Think of a situation where you distrusted a co-worker/supervisor, resulting in tension
between you. What steps did you take to improve the relationship?
13. If you can, tell me about a time when your trustworthiness was challenged. How did
you
react/respond?
14. Give me examples of how you have acted with integrity (walked your talk) in your
job/work
relationship.
15. Trust requires personal accountability. Can you tell me about a time when you chose to
trust
someone? What was the outcome?
16. Tell me about a time when you had to give the "benefit of the doubt" to a coworker/
supervisor. What was the outcome?
17. Please think back to a time when setting a positive example had the most beneficial
impact
on people you worked with. How did you determine that a strong example was needed?
Whatwas the effect on the staff?
18. Tell me about a time when you took responsibility for an error and were held
personallyaccountable.
Communication
1. What experience have you had with miscommunication with a customer or fellow
employee,
and how did you solve the problem?
2. Describe a time when you realized you needed to make an improvement in your
communication skills, and how you managed it.

3. Describe a time when you communicated some unpleasant feeling to your supervisor.
What
happened?
4. Give me an example of a time when you were able to successfully communicate with
another
person even when you felt the individual did not value your perspective.
5. Tell me about a time when you and your previous supervisor disagreed but you still
found a
way to get your point across.
6. Describe a situation in which you were able to use persuasion to successfully convince
someone to approach things your way. What level was the person you had to persuade?
7. Tell me about a project/suggestion that you initiated. Explain how you communicated
the
project/suggestion.
8. Tell me about a time in which you had to use your written communication skills in order
to
get an important point across.
9. Tell me about your efforts to "sell" a new idea to your supervisor.
10. What have you done to improve your verbal communication skills?
11. What have you done to improve your listening skills?
12. How have you assessed your behavioral messages and what have you learned about
yourself
as a result?
13. Keeping others informed of your progress/actions helps them feel comfortable. Tell me
your
methods for keeping your supervisor advised of the status on projects.
14. Give me an example of when you ‘went to the source’ to address a conflict. Do you feel
trust
levels were improved as a result?
15. Describe the most significant written document, report, or presentation you have had to
complete. What was the response from the employer?
Commitment
1. We invest time, money, and training in our employees and like to reap the benefits of
developing and maintaining a long-term relationship. Have you been a long-term employee
with other companies? If not, why not? Do you foresee any obstacles to having a long-term
relationship here?
2. If hired right now, what goal would you have for your role within the company in one
year?
In three to five years? What title and pay?
3. Tell me about a time when you have felt like giving up on a certain job. What did you do?
4. We all face times when personal issues pull us away from work responsibilities. If
possible,
tell me about a time when your dependability or attendance was challenged. How did you
handle it and/or remain accountable or involved in work? How long did the situation last?
Leadership/Supervisory
1. What has been your experience in supervising a diverse group of employees with varied
backgrounds and skills, and what did you do to ensure the best fit of employees for each
job?
2. What has been your experience in dealing with poor performance of employees? Give me
an
example.
3. Tell me about a leadership role that you have filled in the past. Describe the key
leadership

skills you feel you have and how you demonstrated them.
4. Give me an example of a time when you came up with a clever way to motivate your
employees.
5. Describe a circumstance in which you recommended the dismissal of a worker who had
proven he/she could not handle the job. What procedure did you follow?
6. What are three effective leadership qualities you think are important. How have you
demonstrated these qualities in your past/current position?
7. Describe a leadership situation that you would handle differently if you had it to do over
again.
8. What one experience proved to you that you would be a capable manager?
9. Give me an example of a time when you helped a staff member accept change and make
the
necessary adjustments to move forward. What were the change/transition skills that you
used?
10. Tell me about a specific time when you had to handle a tough morale problem.
11. Tell me about a time when you had to take disciplinary action with someone you
supervised.
12. Tell me about a time when you had to tell a staff member that you were dissatisfied
with his
or her work.
13. Tell me about a time when you had to handle a highly emotional employee.
14. Discuss a work situation in which you felt you successfully directed the work of others.
15. Tell me about a time when your department was going through long-term changes or
working on a long-term project. What did you do to keep your staff focused?
16. What have you done to develop the skills of your staff? How many of your employees
have

received training (any form) during the past year? What were the specific topic areas? Did
they ask for the training or did your suggest it to them?
17. Tell me about a specific development plan that you created and carried out with one or
more
of your employees. What was the specific situation? What were the components of the
development plan? How long was the time frame from start to finish? What was the
outcome?
18. Please tell me about your most successful attempt to encourage others to take action
and get
the job done. What led you to take these actions? Exactly how did you encourage others to
take action or responsibility? What was the result of your efforts? Did anyone comment on
your actions? Who? What was said? How often have you taken this type of action in the
past
six months?
19. Tell me about a time when you were responsible for hiring and orientating a new
employee.
What did you do to help them adjust?
20. Tell me about a time when you needed to delegate parts of a large assignment. How did
you
decide whom to distribute them to? What problems occurred? What was the outcome?
21. What specific information do/did you share with your staff, how often do you share this
information and why?
22. Give me a specific example of how you have empowered your staff to make
independent
decisions.
23. Tell me about the expectations you create for staff. What are they? What factors do you

consider in setting/communicating expectations?
24. Tell me about the specific talents and contributions of your team/staff and how you
have
utilized these qualities to increase the effectiveness of the unit.
25. Setting high expectations implies you believe the employee can deliver. Give me an
example
of having done this.
26. Give me an example of how you and your staff have celebrated success in the past. What
was
the occasion?
27. What consistent methods do you use to ensure that staff feels valued for their
contributions?
28. Tell me about a time when you felt your staff was under too much pressure. What did
you do
about it?
29. How do you make your feelings known when you disagree with the views of your staff?
Decision Making/Problem Solving

1. Give me an example of when you were faced with a difficult decision affecting your job.
How did you deal with it?
2. In your current or past positions, what types of decisions do/did you make without
consulting
your boss?
3. What were the major obstacles that you overcame in your last job? How did you deal
with
them?
4. Tell me about any experience you have had turning a problem into a success.
5. Give me an example of a problem you faced on any job you have had and how you went

about solving it.
6. Give me an example of a situation in which you took a calculated risk in a recent position.
What were your considerations?
7. What have you done that was innovative?
8. What was the wildest idea that you had in the past year?
9. What is the most difficult decision that you have had to make? How did you arrive at
your
decision?
10. When taking on a new task, do you like to have a great deal of feedback and
responsibility at
the outset, or do you like to try your own approach?
11. You are on the phone with another department resolving a problem. The intercom
pages you
to pick up a customer on hold. At the same time, your manager returns your monthly
report
with red pen markings and demands the corrections within the hour. What do you do?
12. What type of approach to solving work problems seems to work best for you?
13. Give me an example of when you solved a tough problem.
14. Describe the most significant or creative presentation/idea that you

developed/implemented.
15. Describe a time when you came up with a creative solution/idea/project/report to a

problem
in your past work.
16. Tell me about a time when you created a new process or program that was considered
risky.
What was the situation and what did you do?

17. Can you think of a situation where innovation was required at work? What did you do
in this
situation?
18. Describe an instance when you had to think quickly to free yourself from a difficult
situation.
19. Tell me about a politically complex work situation in which you worked.
20. Give me a specific example of a time when you used good judgment and logic in solving
a
problem.
21. Give me an example of a time when there was a decision to be made and procedures
were not
in place? What was the outcome?
22. How do you go about solving problems at work?
23. Tell me about a specific time when you eliminated or avoided a potential problem
before it
happened.
24. What types of problems do you most enjoy tackling? Give me some examples of such
problems you faced. What did you enjoy about them?
25. What types of problems do you least enjoy tackling? Give me some examples of such
problems you faced. What was it about the problems that you least enjoyed?
26. To whom did you turn for help the last time you had a major problem and why did you
choose that person?
27. Tell me about a decision you made but wish you had done differently.
28. Tell me about an experience in which you had a limited amount of time to make a
difficult
decision. What was the decision and the outcome/result of your decision?
29. Tell me about a decision you made while under a lot of pressure.

30. Tell me about a time when you had to make an unpopular decision.
31. Discuss an important decision you have made regarding work. What factors influenced
your
decision?
32. In a current job task, what steps do you go through to ensure your decisions are
correct/effective?
33. Tell me about a tough decision you made. What steps, thought processes, and
considerations
did you take to make an objective decision?
34. In your last job, what problems did you identify that had previously been overlooked?
Were
changes made? Who supported the changes as a result of your ideas?
35. Describe a time when you facilitated a creative solution to a problem between
employees.
36. Describe a decision you made or a situation that you would have handle differently if
you
had to do it over again.
Time Management
1. Give me a specific example of a time when you did not meet a deadline. How did you
handle
it?
2. Are you better at working on many things at a time, or are you better at working on and
getting results on a few specific things? Please give me two examples that illustrate this.
3. Think of a day when you had plenty of things to do. Describe how you scheduled your
time.
4. Tell me about your work experience in managing multiple job priorities with varied

deadlines. When and how do you determine priority and deadline changes?
5. When was the last time you felt pressure on a job? How did the situation come about?
How
did you react? What made you decide to handle it that way? What effect, if any, did this
have
on your other responsibilities?
Flexibility
1. By providing examples, demonstrate that you can adapt to a wide variety of people,
situations and/or environments.
2. What do you do when priorities change quickly? Give me one example of when this
happened.
3. Tell me about a specific time when you were given new information that affected a
decision
that you had already made.
4. Tell me about a time when an upper-level policy change or decision held up your work.
How
did you respond?
5. Describe a work situation in which a project you worked on and felt was very important
to
you was delayed or postponed. How did it interrupt your schedule and how did you
respond
to it?
6. What methods or processes have you used to ensure a positive outcome for you and the
company when you were facing a change in your job responsibilities?
Diversity
1. Tell me about a time when you had to adapt to a wide variety of people by
accepting/understanding their perspective.

2. What have you done to further your knowledge/understanding about diversity? How
have
you demonstrated your learning?
3. Can you recall a time when you gave feedback to a co-worker who was unaccepting of
others?
4. Can you recall a time when a person's cultural background affected your approach to a
work
situation?
5. How have you handled situations in which you could not understand a customer's strong
accent?
6. Tell me about a time that you successfully adapted to a culturally different environment.
7. Tell me about a situation in which you had to separate the person from the issue when
working to resolve differences?
8. How have you taken responsibility/accountability for an action that may have been
offensive
to the recipient?
9. Tell me about a time that you had adapted your style in order to work effectively with
those
who were different from you.
10. How have you reacted to conversations between co-workers that were clearly offensive
to
non-participants?
11. Give examples of when your values and beliefs impacted your relationships with your
coworkers.
12. Tell me about a time that you evaluated your own beliefs or opinions around issues of
difference.

13. Tell me about a time when you avoided forming an opinion based upon a person's
outward
appearance.
14. How have you made your voice heard in a predominantly male or female-dominated
environment?
15. What measures have you taken to make someone feel comfortable in an obviously
uncomfortable environment?
16. Give me a specific example of how you have helped create an environment where
differences
are valued, encouraged and supported.
17. What have you done to support diversity in your unit?

Beginners' tips
Start slowly and carefully.Make sure the start and end of each
word is crisp.Repeat the phrase, getting faster and faster while
maintaining clarity. If you trip over words, stop and start
again.
Diction Exercises for 'B' words:
Betty bought a bit of butter, but she found the butter bitter, so
Betty bought a bit of better butter to make the bitter butter
better.
Bill had a billboard.Bill also had a board bill.The board bill
bored Bill,So Bill sold his billboardAnd paid his board
bill.Then the board billNo longer bored Bill,But though he had
no board bill,Neither did he have his billboard!
For 'D' words try:
Did Doug dig David's garden or did David dig Doug's garden?
Do drop in at the Dewdrop Inn
Diction Exercises for 'F' words:
Four furious friends fought for the phone
Five flippant Frenchmen fly from France for fashions
For 'H' words try:
How was Harry hastened so hurriedly from the hunt?
In Hertford,Hereford and Hampshire hurricanes hardly ever
happen
Diction Exercises for 'J' words:
alphabet block J
James just jostled Jean gently.

Jack the jailbird jacked a jeep.
Diction Exercises for 'K' words:
Kiss her quick, kiss her quicker, kiss her quickest.
My cutlery cuts keenly and cleanly.
Diction Exercises for 'L' words:
alphabet block LLiterally literary.
Larry sent the latter a letter later.
Lucy lingered, looking longingly for her lost lap-dog.
Diction Exercise for 'N' and 'U' sounds:
You know New York,You need New York,You know you need
unique New York.
Diction Exercises for 'P' words:
Peter piper picked a peck of pickled peppers.If Peter piper
picked a peck of pickled peppers,Where's the peck of pickled
peppers that Peter Piper picked?
Pearls, please, pretty Penelope,Pretty Penelope, pretty
Penelope,Pearls, please, pretty Penelope,Pretty Penelope
Pring.
For 'Q' words:
Quick kiss. Quicker kiss. Quickest kiss.
Quickly, quickly, quickly, quickly, quickly...
For 'R' words:

Round the rugged rocks the ragged rascal ran.

Reading and writing are richly rewarding.
Exercises for 'S' words:Six thick thistle sticks
Theophilus Thistler, the thistle sifter, in sifting a sieve of
unsifted thistles, thrust three thousand thistles through the
thick of his thumb.
The shrewd shrew sold Sarah seven sliver fish slices.
Sister Susie sat on the sea shore sewing shirts for sailors
Moses supposes his toeses are roses,But Moses supposes
erroneously,For nobody's toeses are posies of rosesAs Moses
supposes his toeses to be.
(Pronounce the word 'toeses' to rhyme with 'Moses'.)
For 'T' words:
Ten tame tadpoles tucked tightly in a thin tall tin.
Two toads, totally tired, trying to trot to Tewkesbury.
For 'V' words:
Vincent vowed vengeance very vehemently.
Vera valued the valley violets.
And lastly, two especially for your tongue
Red leather, yellow leather...
Red lorry, yellow lorry...
And then, one more for good measure!
pirate with spyglass




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What is the STAR method and how can it help in interviews?

What is the STAR method and how can it help in interviews?

What are some tips for answering common interview questions?

What are some tips for answering common interview questions?

CALL CENTER PEOPLE ASPIRANTS REVIEWER

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Practice relating the experiences aloud.

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Call Center Interview Question

Explanation to Call Center Interview Question and Answer 1:

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Call Center Interview Question 2: What is your idea of a call center?

READ: Do you need an accent when working in a call center?

Explanation to Call Center Interview Question and Answer 2:

READ: What is a Call Center?

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Call Center Interview Answer 4: I am a very patient person capable of dealing

Explanation to Call Center Interview Question and Answer 4:

Call Center Interview Answer 5: I am qualified to work in a call center because I

READ: How to make a Call Center Resume

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Explanation to Call Center Interview Question and Answer 6:

Call Center Interview Answer 7: My most significant achievement would have to

READ: 6 Advantages and Disadvantages of Working in a Call Center

Explanation to Call Center Interview Question and Answer 7:

Call Center Interview Answer 8: A lot of my friends say that I am a perfectionist. I

Explanation to Call Center Interview Question and Answer 8:

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Explanation to Call Center Interview Question and Answer 9:

Explanation to Call Center Interview Question and Answer 10:

READ: Do you need an accent when working in a call center?

Explanation to Call Center Interview Question and Answer 11:

TEXT 09274154155 OR 09397343068 FOR CALL CENTER TRAINING SCHEDULES

Explanation to Call Center Interview Question and Answer 12:

Call Center Interview Question 13: What is your expected salary?

Explanation to Call Center Interview Question and Answer 13:

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Call Center Interview Question 14: Why should we hire you?

Explanation to Call Center Interview Question and Answer 14:

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BEHAVIORAL QUESTION BANK

3. Which job was the most frustrating and why?

tough to work for him or her?

you have done differently?

7. How do you measure your own success?

work/actions. What did you learn about yourself?

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special achievements? What were your most difficult challenges?

describe the training program.

willingness to work hard.

you make it? How did you correct the problem?

What was the outcome?

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26. Why should we hire you?

27. What are your short-term or long-term career goals?

31. What are you most proud of?

32. What is important to you in a job?

34. What brings you joy?

three words, what would those words be?