Thursday, June 21, 2012

Inbound Call Centre Interview Questions

In inbound call centre, an employee must not only have sufficient knowledge about his or product but must also have the technical resource to handle a large volume of callers. He or she must deal with irate customers with patience and courtesy but also be firm when the need arises. Inbound call centre interview questions must focus on these issues.

Sample Inbound Call Centre Interview Questions
  1. How would you differentiate between an inbound call centre and an outbound call centre? Do you think the client profile of each is different? If so, how?
  2. Is this your first experience working in a call centre? What has prompted you to apply for this post?
  3. How familiar are you with your space of operation? For example, are you aware of terms like “mainframes” and “telecom” switches?
  4. How do you propose to deal with abusive and irate customers without being impolite or rude yourself?
  5. What is your idea of product research, essential to an inbound call centre employee?
  6. How do you seek to handle technical glitches which are an inevitable part of a call centre employee’s life?
  7. What particular skill will you be bringing into this job? What are your views on accent training? Have you ever had such training before?
  8. How important would you consider one’s communication skills in this sort of a job? Where do you see yourself in this job as far as professional growth is concerned?
  9. Are you satisfied with your proposed salary? What other benefits, apart from the ones already recommended, would you suggest be incorporated?

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