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hi there everybody my name is Richard McMunn from the interview training company past my interview comm and in this training tutorial I'm going to teach you how to pass a call center interview and in particular I want to give you some great interview questions and strong answers to make sure you pass your call center interview now before I get into the training and a tutorial a very warm welcome to this training tutorial my name is Richard McMunn that's me there in the middle and in this tutorial I'm gonna give you very high scoring answers for your call center interview I've been teaching people to pass their interviews for over 20 years now very passionate about it so please make sure you subscribe to the channel by clicking the red button below the video and that way you won't miss out on any of the weekly training videos that I'm uploading also if you enjoy the content I would very much appreciate it if you gave the video a like thank you very much now before I give you those call center interview questions and high scoring answers here are two important tips for making sure you pass the call center interview the first tip now during your call center agent or call center representative interview you are going to be assessed against how good you are at delivering great customer service okay so that will form part of the interview assessment process during the answers I'm gonna refer to customer service and how good you are at it tip number two during your call center interview make sure you demonstrate that you have strong communication skills and you have an ability to work hard under pressure whilst remaining calm because if you think about this kind of role you can lead sometimes dealing with difficult callers and you have to undertake a large number of calls per day so you have to remain calm at all times follow your operational training guidelines and also work effectively under pressure and the answers are going to demonstrate your ability to do just that so let's get straight into those call center interview questions and answers here we go question number one tell me about yourself and why you want to work as a call center representative or call center agent so pretty much the first interview question guaranteed during your call center interview so here's my high scoring answer for this question I am someone who enjoys working in a pressurized environment where I need to meet specific targets on a daily basis having researched the role of call center representative I'm quite excited about the prospect of being able to work in a role which is a close match for my own skills qualities and experience I am someone who prides themselves on being able to deliver outstanding customer service and I will always go out of my way to go above and beyond what is required for customers I also fully understand that as a call center representative you have to meet tough call handling targets and I feel confident I can manage calls successfully to ensure I meet the demands of the role finally having researched your company in detail you were - you appear to be a leader within your industry and I feel I could develop and thrive within this role if you give me the opportunity to show you my strong work ethics and high professional standards that's a solid answer that you can use during any call center interview now if you're thinking where do I get a copy of these I will let you know at some stage during this training video we even download all 21 of my call center interview questions and high scoring answers let's move on to the next interview question the call center interview question here we go why have you chosen our company to work for as a call center representative now most people just look for a job as a call center agent and they don't care who they work for and they want to employ someone who has researched their company and they have specific reasons why they want to join them so here's my suggested answer to the question why have you chosen our company to work for as a call center representative here we go I've chosen your company for three main reasons firstly you are a company who has a strong reputation online and having reviewed the feedback from former employees you are a great company to work for secondly I take pride in my work and I want to work for an organization who are strong customer service standards which you clearly do finally I would like to work for a company where I am valued as an employee and also where I get the support and encouragement to thrive within the role again having spoken to other employees you are a company who will help me to excel within the role of call center representative now what I like about that response is you already have three main reasons for why you are wanting to join you've done your research and you know why you've chosen their company next question of the call center interview what do you think a typical day would involve working as a call center representative now the reason why they will ask you this question is they want to know that you've studied the Job Description so you know the duties and responsibilities that you will have to undertake so you have put some thought into understanding what the role involves which means you are more likely to perform to a high standard so here's my sample response to the question what do you think a typical day would involve working as a call center representative here we go I believe I would have a set number of calls to work through each day whereby I would be dealing with general customer calls handling queries taking payments completing data capture forms on also handling complaints as and when they arise I would also be required to pass on company information to callers answer their questions in line with company policy and also provide relevant information when requested other duties and responsibilities include passing on information to relevant organizational departments to process certain tasks and I would also need to ensure that I kept accurate progress records after I have dealt with each customer or caller so that shows that you've looked into the role you know what's expected of you and therefore you are more likely to be able to and perform to the high standards required now I've got some more questions to work through so please stick around and watch and learn from them but if you want to download the full set of 21 call center interview questions and answers there is a link that's appeared right there in the top right hand corner of that video if you click that it'll take you through to my website pass my interview comm where you can download the full set of them ok next question of your call center agent interview how would you do with a difficult or frustrated caller whilst working as a call center representative for our company so this is a tough question because they want to know what are you going to be like what's your approach to difficult or frustrated customers like and you need to maintain a high level of professionalism remain calm at all times and focus intently on delivering great customer service so here's my suggested answer to this question I would deal with them in a professional and calm manner whilst following company operating procedures I would first of all listen to the caller whilst taking notes on what they were discussing I will then choose an appropriate time to speak to the caller to explain what I intended to do in order to resolve the situation for them I would then ask the caller to confirm they were happy with my proposed resolution and then I would take the necessary steps to solve their problem or their complaint at all times I would focus on providing exceptional customer service and I would work hard to turn the negative situation into a positive one so that demonstrates in a relatively short answer that you know how to deal with difficult complaining or frustrated callers which you will get all of the time in this kind of role next question number five the call center agent or representative interview tell me about a time when you went above and beyond for a customer so customer service is really really important within this role so they want to know can you go above and beyond for a customer so here's my sample response a really good one for this question in a previous role I was often required to deal with customers on the telephone during one particular call the customer explained to me how they wanted to order some goods from our website but they desperately needed the products to arrive the following day as it was their partner's birthday at the time we only offered a 48-hour delivery service so I needed to come up with a solution for them to make sure the goods arrived in time for their partner's birthday whilst they were on the phone I spent time researching next-day courier services and I quickly managed to find one who promised to deliver within 24 hours and then spoke to the customer who agreed to pay for the extra delivery charge and then put the order through and paid the courier company to pick up the goods within the hour the following day the customer called me back to tell me the products had arrived in time and they were thrilled with how I went above and beyond to sort out the delivery issues for them so that shows him you care about customer service and you can go above and beyond now if you'd like to download all 21 call center interview questions and high scoring answers click the link below the video right now or go to my website pass my interview calm I hope you've enjoyed that tutorial don't forget to subscribe and I love teaching you guys how to do it if you've got any comments stick them in the comment section below the video and I look forward to answering them for you thank you very much for watching and I wish you all the best for path your call center interview have a great day thank you very much