by Arthur Kevin Rabago
There are no hard and fast rules when it comes to call center interviews, but the underlying principle is pretty much the same in almost every interview, namely:
Step 1 – Defining the job
Step 2 – Assessing the candidate
Step 3 – Documenting the findings and making a decision based on the information you gathered.
Usually, there are two types of interviews; interviews for fresh graduates; and interviews for tenured candidates (2+ years work experience).
Interview questions for fresh graduates usually focus on your basic knowledge, attitude, school accomplishments, and interests – to gauge if your skills, qualifications and attitude fit the company norm.
Sometimes, interviewers ask these questions to gauge your ability to express yourself, your speech-thought patterns, as well as you confidence (not to mention your communication skills).
For more experienced candidates (those with 2+ years experience), the focus is usually on the contributions they made in their previous jobs, the skills they acquired, and their past performance.
Some contact centers are already happy asking “standard” questions (tell me your strengths and weaknesses, why should we hire you, tell me something about yourself, etc) while some call centers use the STAR Interview technique to probe candidates; STAR = Situation or Task + Action you took + Results you achieved.
So, investing some time in preparing for a big interview can make a big difference in your chances in landing a career in a customer service call center.