1. Tell about yourself.
For this question give your introduction and give the answers clearly.
2. Why do you want to do a BPO job?
Because BPO jobs are one of the hot jobs nowadays. And the salary package is great, the thing which influenced me the more is easy and flexible work shifts.
3. Can you please tell me that what exactly you know about the call center industry?
A call center is a service desk, where a colleague handles a large number of calls to provide services to the customer.
4. What is a call center job according to you?
The interviewer asks this question to find out your awareness of the job file. Depending on your answer, they will decide which role or function they will assign to you. For example, if you say that the call center is about dealing with customer issues, they will give you a supporting role for the customer. Conversely, if you answer that a call center is a new business area, where young people work in numbers and get a chance to develop their careers, they may put you in the human resources department.
5. What are the types of the call center?
There are two types of call centers. One is inbound call center and another is an outbound call center.
6. What do you understand from the inbound call center?
In an incoming call center, the client colleague receives calls regarding the customer's inquiries or requests. For example, a customer calls Etisalat to find out the current tariff on their Internet service.
7. What do you understand from the outbound call center?
In an external call center, the customer will make calls to their customers, regarding business or sales. Example: When you receive a call from a bank offering a personal loan.
8. What are the key attributes of a customer service representative?
The key features of a customer service executive are:
• Helpful
• Courteous
• Friendly
• Politeness
• Professionalism
9. How will you handle work pressure?
To deal with the stressful situation, I always try to focus on work and avoid frustration.
10. Do you know the types of customer service field?
It can be done in three ways they are:
• By phone
• Public relationship
• Face to face
11. Tell me something about your typing skills
Here you should tell your typing speed. It includes words per minute, if you know the exact number of words you can type in a minute then you can say but if you don’t remember then simply say I am good in typing.
12. Can you handle multiple calls at the same time?
If you can do this then say yes I can, but if you can’t then say once the training is provided I will handle the multiple calls.
13. What is the key to success in the call center?
Call Center is all about providing high-quality service to the customer. If you are good at dealing with customers well and providing good service, you can succeed in our call center.
14. Why we should hire you for our company?
This question represents an opportunity for you to showcase your talent and skill. You can persuade the interviewer by drawing their attention to your talent and visualizing how much you want to get the job. You can also mention some innovative ideas or ideas that can help increase your organization's profitability and credibility.
You can answer this question by saying that my experience, my education, and my personality work. I am a hard-working man and a fast learner. I also like the idea or idea that the company is working on, and that's exactly what I was looking for.
15. What do you think about about the term “customer satisfaction?”
Any business depends on the quality of service provided to the customer. To do this, you need to understand the client's needs and problems. You also have to imagine from the point of view of the customer and try to meet their requirements and demands. This is known as “customer satisfaction”.
16. How can you enjoy working in a call center?
As an extrovert and like to interact with people, the call center function is perfect for me. I like solving customer queries and positively facing challenges. Also, the pace of work at the call center and team members always motivates me to work for call centers.
17. What are your strengths?
This is a common question you may encounter in an interview. So, before the interview, do your homework and reduce your strengths like subject knowledge, computer skills, communications, etc. Also, how you can link your strength to your current job. For example, you must master some languages like English, have some good marketing skills or have the ability to convince others as a good call center employee.
18. What will you do if customer abuses over the phone?
The first thing I will do is stay calm, listen to the customer's problem and try to figure out what has bothered me. The next thing I will do is to politely ask the client to calm down. Then assure him/her to solve their problem. The last thing I will do is identify the root cause that creates the problem for the customer and fix it and make sure it doesn't happen again. Also, learning from errors can be used to improve a company's process and policy.
19. What are the key features that you think a colleague should have to become the ideal client?
Good listening, problem-solving, concentration and patience are some of the key features that make a perfect fellow for customers.
20. While talking to a customer, what do you do?
• Greet Customer
• Introduce yourself to the customer
• Ask the customer how you can be helpful to him/her
• Listen to the customer patiently
• Try to help[ the customer with the best possible solution
• Cross-check with the customer if he/she satisfied with the solution
• Make sure the client needs any additional help
21. Do you enjoy working in a team?
Any work in an organization requires teamwork. The accurate answer always be positive.
22. What is Virtual Call Center?
Virtual Call Center provides a technology or software service, through which a client or agent can connect to their customers from anywhere. This technology includes the host server and the equipment needed to run the call center. This service is offered on a monthly or annual subscription. Proxies can connect to the host server and access client data. The benefit of the default call center is that you can work from home.
23. Our call center is involved in activities that have many laws, are you still working with us? The payment is huge.
Ethics and personal integrity are indispensable while choosing my place to work. We will have to fall, unfortunately.
24. How to deal with unreasonable customer requests?
To deal with unreasonable customer demands:
• To avoid conflict with your potential customer, you can always offer a reasonable option
• Pre-qualify your customer, before assigning anything to your customer; make sure you understand your customers' request well
• Say no without hesitation if the request is illegal
• Stay patient while handling these unreasonable customer requests
25. How to deal with the customer has a language barrier?
To deal with the customer has a language barrier:
• Install translation tools on customer service workstations
• If possible, you can provide chat options, email, or customer support in their native language at the top of phone calls
• Assign additional staff with the language skills necessary to work with this customer segment
• Record language barrier procedures that can be used when handling foreign customer calls
26. What will you do if the customer says it took too long to solve a problem?
If a customer says it took too long to resolve a problem,
• First, make sure the customer is not away from him, and has been busy with the task all the time
• You should give him an expression that he or she is the only customer that worries you
• Give him, as appropriate, an explanation of the entire operational path and areas where the task can become slower
27. How can you build customer loyalty?
To build customer’s loyalty, you need to:
• Keep track of customer retention by scanning your customers
• Analyze data to see how many new customers and how many returnees are serving you
• Focus on turning new customers into returning customers as a plan for your customer retention plan
• Encourage employees to build contacts with customers
• Seek feedback from customers, so they feel that their opinions are important
28. What factors need to be taken care of while creating a customer newsletter?
While creating a newsletter for customers, you need to include the following
• General information about your company
• The purpose of the newsletter - promotions, events, upcoming sales, new services/products
• Any images related to the content
• Any discount or coupons may be included in your offer
29. How can you improve customer service without spending any money?
I have retrieved many of the support emails we received from our customers and concluded that many questions have been asked frequently. I searched the online forums and knowledge base to find the solution to these questions. I have provided a solution document, which is now accessible to the client. They were cost-effective and helped reduce the FAQs from the client.
30. What is the main aspect that helps improve customer service?
The main aspect to improve customer service,
Data Analysis: Analyze customer preferences based on data sets
Business Process Automation: To improve customer satisfaction and speed up the business process, implement business process automation
Improve self-service: Explore new ways customers interact with your business
Workforce Effectiveness: Integrating new tools and technologies to improve customer service
31. Name useful online tools that can be used to improve customer service
• Get satisfaction
• Conversion
• UserVoice
• Kayako
• Zoho support
• Assist
• Zendesk
• Freshdesk
32. Identify factors that need to be considered before conducting a customer service satisfaction survey.
Before conducting a customer service satisfaction survey:
• First of all, think about the purpose of the survey
• Make your survey available online
• Keep the questions open and keep the study narrative
• Consideration of negative feedback equivalent to positive feedback is equally important
• Select a scanning method that can give real information in real-time
• Aim for service-related questions
33. How does the analysis of departing customers help your organization?
Analyzing departing customers can help your organization in the following ways:
• Get valuable information about why a customer is leaving you
• You are choosing a competitor to replace your company's service
• What the former customers had expected
• Help understand weaknesses and gaps in the product line or services
34. How do you get a responsive customer response?
To get responsive customer feedback:
• Provide feedback options on every page of your site
• Give visitors an easy feedback form by giving them an eclectic choice
• Give visitors easy-to-use classification systems
• Give the option of a newsletter to skip or to sign up
• Deliver notes to the responsible person directly via email notification
• Avoid choosing from multiple answers Instead, encourage customers to get descriptive feedback
35. What are the important things you need to take care of implementing a CRM solution for your business?
Before implementing a CRM solution for your business, you need to take care of the following
CRM Strategy: CRM only works when there is a clear picture of why the organization does this and how it helps improve customer service
Choose the right CRM Partner: The best CRM solution is flexible and has full integration capability with any other systems in your business
Setting the highest priority: Apply the CRM solution to get the highest priority and return area first
36. How can you create new interactive customer engagement opportunities?
Use the Internet service to contact the customer on social media
Use a mobile phone often to reach the maximum number of customers by sending context-specific customized offers or services
Customer interactions must be relevant to customer interest to gain their trust and encouragement
Analyze customer data and behavior using the business intelligence tool to understand its expectations for the service you provide
Use the cloud platform to keep your service up-to-date with the latest technology and minimal costs
37. What steps will you take to deal with a dissatisfied customer?
• Apologize and make a better choice
• Act quickly and resolve customer complaint
• Take responsibility for what made the customer unhappy
• Compensate the customer with a better deal or free service
38. How can one improve customer interactions?
To improve customer interaction:
• Acknowledge your mistakes even before your customer does and apologize
• Follow-up if a problem is resolved
• Practice effective listening, so your customer can hear
• Try to identify a shared interest or customer liking
39. How do you deal with negative feedback from angry customers?
To deal with negative feedback from angry customers,
• The customer representative should be able to manage the client without control
• It should not be overwhelmed by a disapproving customer
• Try listening and understanding your customers' problem before following suggestions or solutions
40. How can you decline a request from a respected customer?
To reject a request from a valuable customer, you must
• Keep polite and well mannered
• Compliance with company policies
• Explain the situation or the reason for the rejection
• Try to remain trusted with your customers
41. How do you measure good customer service?
Customer service can be measured on the following basis,
• Number of repeat customers
• Total number of customer and type of customer grumbles received
• Number of referrals from existing customers
• Sales number if the service is product-based
• Customer satisfaction questionnaires
• Comparative service with competitors
• The rate of recording the number of customers in your service
• Number of returns
42. How do you deal with difficult client?
To deal with a demanding customer, do the following:
• Actively listen to customers
• Paraphrase their fears
• Provide a workable solution
• Take action and follow up
• Solve the problem at hand immediately
• Use feedback
• Reduce unpleasant situation by appropriate research and preparation
43. What are the main features of a call center manager?
The main features of Call Center Manager are
• Friendly attitude
• Ask the right questions
• Accurate answers to customer query
• Professional phone relationship
• Be the face of the organization
• Present the client's complaint as an opportunity to gain the client's respect
• Resolve complaints patiently
44. What will you do if you shut down the system and still deal with the client on the phone?
In the middle of handling the phone, if the system crashes, I will ask the customer to keep it for some time until I get power again and if not, try to solve the problem with my knowledge. The best thing in such a case is to ask the customer to call back or note his or her contact details so you can connect as soon as the system returns.
45. What will be your approach to improving customer service?
To improve customer service, your approach is to receive feedback from the customer and ask them how we can better solve their problems and provide good service to them.
46. What if the customer is not satisfied with your answer or solution?
If the customer is not satisfied with the answer or solution, I will ask the customer to hold the line and transfer the call to a manager or team leader.
47. How to deal with abusive/vernacular clients using?
To deal with abusive customers:
Give a positive response: Assure the customer that you are there to help them and tell them that you need specific information from them to move forward.
Personalize the conversation: Personalize the conversation and call the customer by the name and refer to their company by name.
Announce your intention and limits: Tell your customer that you can resolve the issue, and that their demands are reasonable. You should not allow the customer to proceed if he is very aggressive; it is time to use other strategies.
Call transfer: The best way is to run the call to the most experienced staff or supervisor. As soon as you transfer the call, the client will calm down - in natural psychology.
Stop the conversation: warn the customer if they continue to use the offensive slang, they will terminate the conversation. If the client is still abusive even after speaking politely, it is best to stop the conversation by telling them to contact our customer service complaints department for further discussion.
48. How to deal with a question that does not know the answer asked by the client?
If you do not know the answer questions
Don’t say, "I don't know." You have to, say, "Wait while I'm looking for information."
Tell the customer that it is technical and requires a specialist. I'll be back to you shortly with some possible solutions
You can also tell the customer to continue -
It is a timely question and requires some time to collect XYZ information
According to the latest information about what we propose to you.
I can partially answer that, but I would consider it more and come back to you.
Do anything else that appears to be proactive as you comment or pass a note to colleagues. You can also keep them busy by asking questions.
49. What is the call center function according to you?
The interviewer asks this question to find out your awareness of the job file. Depending on your answer, they will decide which role or function they will assign to you. For example, if you say that the call center is about dealing with customer issues, they will give you a supporting role for the customer. Conversely, if you answer that a call center is a new business area, where young people work in numbers and get a chance to develop their careers, they may put you in the human resources department.
50. Why should we hire you for our company?
This question represents an opportunity for you to showcase your talent and skill. You can persuade the interviewer by drawing their attention to your talent and visualizing how much you want to get the job. You can also mention some innovative ideas or ideas that can help increase your organization's profitability and credibility.
You can answer this question by saying that my experience, my education, and my personality work. I am a hard-working man and a fast learner. I also like the idea or idea that the company is working on, and that's exactly what I was looking for.