Call center interview questions and answers

Here are eight common questions and example answers to prepare you for your upcoming call
center interview:

1. How would you describe the role of a call center representative?

The role of a call center representative is to answer questions and provide solutions to customers
over the phone. When you interview for a call center position, it’s important to know the
expectations of the role and understand what value you will bring to the organization. Review the
job description and answer this question by explaining the skills you can use to address the
requirements of the position. Highlight experiences that demonstrate your ability to navigate the
role's responsibilities and meet company goals. 

Example: “As a call center representative, I would be the first point of contact for incoming
callers. I am skilled at actively listening to customer questions or concerns and identifying the
best solution. For example, if a caller needed to refill a prescription but did not know how to do
it on the website, I would first help the caller complete the refill over the phone. Then, I would
provide instructions on navigating the website and prescription portal so that the caller could
complete the task online in the future. 

I have strong communication skills with which I can teach customers how to use the company's
helpful online tools and assist them in completing tasks they may not know how to do.”

2. What are the most important skills for a call center representative?

Skills such as empathy, active listening, speaking, problem-solving and time management are

key to helping customers effectively. The job description may mention specific skills the
company is looking for, so be sure to address those skills with examples when possible.

Example: “I would say the most important skills are listening, critical thinking and
multitasking. In this position, I would be able to listen to a customer's concern, identify a
solution and talk them through my process of solving their issue. I also think a good attitude is
crucial in this role because it makes customers feel heard and supported, and it gives them a
positive impression of the company.”

Related: 8 Call Center Skills to Include on Your Resume (With Tips and Example)

3. How do you define quality customer service?

Successful call centers require quality customer service from kind, knowledgeable and helpful
representatives who support a strong company reputation. Your answer should demonstrate your
experience treating customers with respect, resolving conflict and putting their needs first. If you
do not have much customer service experience, it can be helpful to answer this question in terms
of how you prefer to be treated as a customer.

In both cases, you should illustrate what quality customer service looks like, what value it brings
to the company and how you ensure quality customer service to each caller.

Example: “Quality customer service is being able to empathize with a customer and view their
issues as your own. For example, the caller who wanted to refill a prescription online might not
have understood how the online portal worked. If I were in the customer’s position, I would want
the representative to explain the online system so that next time I could do it myself.

As the representative, I would understand the fact that the caller might not be familiar with the
online portal, and I would be patient as I walked through each step. A thoughtful, comprehensive
solution is what I would appreciate as a customer, so I would aim to provide the same for my
callers.”

4. What steps do you take when speaking with a customer?

Some call centers provide scripts for representatives to use when on a call, while others train
representatives on standard practices. Call guidelines ensure representatives meet quality service
standards and allow the customer to ask more questions.

During your interview, demonstrate your process from the beginning of the call to the end. Be
sure to mention each step and what purpose that step serves. Some steps might include
introducing yourself to the caller, asking for the caller's name and necessary personal
information, inquiring about how you can help them and ending the call with an opportunity for
you to provide any additional help.

Example: “I begin each call by introducing myself, thanking the customer for calling and
asking for their name. Exchanging our names helps me personalize the customer's experience. I
also find that thanking the customer for taking the time to call us lets them know they are valued.
After learning the customer’s name, I ask how I can be of service and then reassure them that I
can help. If they are calling to address an issue they have, I also apologize for any
inconvenience it may have caused. These steps allow me to build trust with the customer.

When the call comes to a close, I always ask if there is anything else I can help them with. This
opportunity allows them to ask any follow-up questions. I end the call by thanking them for their
call and continued patronage. This is my last opportunity to ensure they had a positive
experience.”

Related: Learn About Being a Call Center Manager

5. How do you handle calls from dissatisfied customers?

In order to be successful as a call center representative, you should know how to navigate handle
challenging customer conversations. It is important to remain respectful and focused on the
customer's needs while resolving their issue and creating a positive experience for the caller. In
some cases, you may need to follow a certain protocol or bring in your supervisor to help you
find a solution.

When answering this interview question, use the STAR method to describe the situation,
illustrate what task you needed to complete, explain what action you took and provide the results
of your efforts. You can use an example from your own experience or discuss a hypothetical
scenario.

Example: “I had a customer who was very upset about his subscription service which did not
meet his expectations. As the representative, I apologized for the inconvenience and assured him
that I would research his issue. After gathering more details, I discovered he was having
connectivity issues due to a lapse in updating his software. I explained the issue and the solution
to update his software, but he explained that he was considering canceling his service
altogether. 

The customer agreed to a brief hold while I discussed with my supervisor possible reparation for
the inconvenience. I was able to give the customer an additional month of service at no charge.
The customer seemed pleased with my solution and thanked me for solving his issue. He even
agreed to sign up for additional service with us.”

Related: 9 Ways to Provide Excellent Customer Service

6. Describe a complex issue you helped a customer solve.

Your job is to provide the customer with an efficient solution to their problem and encourage
them to continue using your product or service. In your answer, demonstrate your ability to
troubleshoot issues, solve problems and satisfy customer needs. Use the STAR method to
describe the situation, actions taken and results achieved. If you do not have an example to
discuss, consider using your knowledge of the company to explain possible scenarios customers
might encounter that you might help solve.

Example: “I once had a customer call about having his subscription terminated without his
consent. I apologized for the inconvenience and asked for his account information. I reviewed
his account and discovered there was a billing error. I explained to the customer that he would
need to update his credit card information so it could be charged and his service resumed. I
offered to update his billing information over the phone and helped him resume his service.”

Related: Situational Interview Questions and Answers

7. How do you work to improve your customer interactions?

When it comes to providing the best possible customer service, there is always opportunity for
improvement. Additional or advanced training, asking a supervisor for feedback and reviewing
your customer satisfaction survey numbers are all ways to improve how you interact with
customers and address their needs. In your answer, discuss your willingness to learn and adapt to
new techniques and policies in order to make the customer experience the best it can be.

Example: “In my previous position, I met with my supervisor every quarter to review my

customer satisfaction survey results. I asked for additional training on the specific service and
advanced customer interaction techniques. For this position, I want to expand on that practice
through your customer service training program and continue to improve my survey numbers.”

8. How do you encourage customers to buy additional products or services?

You might be asked to offer new or existing products and services to callers as additions to their
current account with the company. These roles include sales positions and customer service
helplines that handle customer accounts.

When answering this question, demonstrate that you can share your in-depth knowledge of a
product or service and emphasize to the customer how they would benefit from purchasing it.
You can even discuss one of the company's products or services and explain how you would sell
it to one of your potential customers. This strategy shows you have researched the company and
that you are capable of helping them meet sales goals.

Example: “If customers call about a certain product, I listen to what they need and try to
identify similar or additional products that would further help them. For example, let's say a
customer was interested in your bookkeeping software and was planning to use it for billing at
her small company. As the representative, I would answer any questions she had about the
bookkeeping software and its compatibility for her company. I would also be sure to mention the
add-on software that makes bookkeeping in a small company much simpler.

By explaining the benefits, the customer can see how the combination of the main software and
the add-on can solve her billing issues. She can then make her own informed decision to
purchase without feeling that I have pushed her to do so.”