8 Steps to be a CALL CENTER AGENT

1. Understand what the job involves. Working in a call center requires discipline to follow a flexible
schedule, communication skills and the ability to multitask. You will have to help out customers
while following your company's policies, and you will need to build up character to deal with upset
and difficult customers.
2. Learn to use a computer. You need to be comfortable with most desktop environments and be able to
type fast on a computer. Also, you need to know enough about a computer that using new software
takes the shortest time for you to adapt yourself.
3. Develop your communication skills. You need to work on speaking slowly, without stuttering, using a
professional tone of voice that reassures and calms down the customer, to show them that you are in
control of the situation. Remember : you are the person to help out the customer. The customer does
not have control of the call as they are calling for help and therefore do not know as much about
your company and the system you use as you.
4. Learn to be on time. This may not seem very important, but call centers are very strict on
punctuality. You need to arrive at work on time (most call centers will require you to come early to
log in to your system or get ready to take calls) and take your breaks when your schedule gives them
to you. This allows the call center to run with a maximum of agents ready to take calls at all time. So
please, do not give to the temptation of taking your breaks with the cute guy who sits two rows away
from you.
5. Stay up to date with your company's activities. Whether you work for a bank or a cellphone company,
it is essential to be aware of the latest changes in the policies or the products offered. If your
supervisors don't let you know about those changes, they might assume that it is your job to keep
yourself updated (and they're right !). Frequently check your company's website and the internal
memos that are sent to you.
6. Take time to breathe. Working at a call center can be very demanding, both emotionally and
intellectually. Go out with your friends on the weekends, stay with your family and generally take
time to yourself whenever you can. Even if you're the shy type, try to have social interaction outside
of your workplace. This will allow you some distance, which is necessary for a good performance at
work.
7. Learn from your supervisors. They did your job before and they know how hard it can get. Even
though they can seem distant at times as they have to deal with a lot of agents, try to talk to them if
you have breaks together and ask them advice on how to get better at your job. Most of the times
they get commissions on their agents' performance so they will be glad to help you.
8. Work! The job might seem hard enough at first that you'll want to quit. Don't let it bother you. Try to
complete your training and then work a few months. Understand that if you only stay a few weeks at
the job, you won't be able to put it on your resume as it will make you look unprofessional. So don't
waste your time by quitting too soon. After a few months, you'll get the hang of it and will master
the software as well as the customer service part of the job perfectly. But you have to give it time
and work on it.
http://www.wikihow.com/Be-a-Call-Center-Agent

10 Reasons Why You Should Be Grateful Youre A Call Center Agent

October 17, 2013By: think-tank

Being a call center agent means having one of the most lucrative jobs in the country. A lot of fresh graduates land on a
call center as their first job. There is still a strong and constant demand for call center outsourcing services. This is the
reason why call center companies thrive in the Philippines and why you are fortunate to be a call center agent. Need
more convincing? Here are 10 more reasons that will make you feel grateful you are in this industry.
10 reasons why you should be thankful
Competitive compensation. Call center agents are one of the highest earning employees in the country. They rival
those that work in multinational companies. For a fresh grads first job, he or she can earn around 15,000 easily even
without experience. That range of stable income is hard to beat even for established companies.
Great benefits. Call center companies offer a whole range of benefits from health cards, gift certificates, and cash
incentives. If you perform well, you get additional cash incentives. Annual increases are also given based on your
performance.
Career growth. Promotions happen at a faster rate in call centers compared to other companies. You can easily be
promoted as a team leader then onto a supervisor if you perform well. Your efforts are easily recognized, measured,
and quantified either with a promotion or an incentive.
Double pays and night differentials. Working on a holiday has never been more enjoyable when you work in a call
center. You not only get paid twice as much, you also get the night differential pay on top of that! You may be working
on supposedly a rest day but its worth it once you see your pay check.
Free Trainings. Call center companies are known to give the best language and management trainings. These are free
and can be availed anytime! Since call center agents cater international clients, the need for competent and efficient
communicators and managers are vital. Some call center companies even provide scholarships for post-graduate
studies!
Unlimited coffee/drinks. Theres an unlimited supply of coffee for call center agents. Some companies have unlimited
juice or iced tea aside from coffee! These help agents fight sleepiness while on the job. When employees get stranded
due to typhoon, some companies give free food and lodging.
Open for students. Students who need support for their tuition fees need not worry anymore because call center
companies embrace them with open arms. Most companies require a minimum of two years in college before hiring
students. Some can opt for a part-time post while others can go full time if their schedule permits.
Not discriminating. Age and college degree dont matter in the call center world. This is a great thing because you are
not discriminated even if you dont have a diploma or youre not young enough. Call center agents are gauged based on
their performance and not on these things.
Camaraderie. Call center agents are probably one of the happiest employees in the country. They evidently enjoy the
camaraderie and team chemistry within the organization. A lot of employees stay in the industry because of their
colleagues.
Great experience. Being a call center agent is a combination of rich experiences from trainings to work ethic and team
work, all of these things are valuable to any employee. These experiences make call center agents efficient workers
who love what they do and get paid for it.
You should not only be grateful that you are a call center agent; you should also be proud of it. It is a job that pays
well, rewards hard work, and provides opportunities for career growth way ahead of other companies. The outsourcing
industry will not wane as long as there are effective and brilliant call center agents like you who provide quality
service that foreign clients look for. On the flipside, call center companies strive to maintain this kind of quality work
environment and excellent service to clients in order to provide you with the compensation and benefits you deserve.
http://www.spi-global.com/blog/think-tank/10-reasons-grateful-call-center-agent/

Do You Have What it Takes To Work in a Call Centre?

By Canadajobs.com Staff

Working in a call centre might seem like an easy job at first glance. It's just about answering phones, right? Wrong.
There are many different jobs in call centres. There are Customer Service Reps (CSRs), Technical Service Reps (TSRs),
Supervisors, Managers, and Human Resources staff, and many others who work to ensure a call centre, the customer's
first line of contact with a company, works as a well-oiled machine.
So what does it take to work in a call centre? Though for this article we'll focus on CSRs, many of these skills are
critical in other call centre jobs too.
Ability To Work in a Fast-Paced Environment:
In a call centre, it's all about speed. If you are working in an inbound call centre (meaning call come in to your call
centre, as opposed to CSRs making calls) the main focus is how fast can a rep answer a phone. How quickly can they
solve a customer's issue? Call times and wait times are how a centre calculates its efficiency, and therefore, it's costs
and profits. But call times and wait times aren't just important for the company, they are also important to the
customer. That's why it's critical to be able to work under pressure.
Accuracy and Attention to Detail:
The customer is calling you because they have a problem. You must be able to answer their inquiry quickly and
correctly so their faith and trust in your company is upheld. It's important to the company you work for that their
customers aren't frustrated. These customers are the backbone of your company, and they need to have faith that their
call is being handled professionally and correctly and that they will get the same correct answer if they call next time.
Accurate consistency is critical. And for that, you need to be the type of person who can learn and retain information.
Ability to Learn New Skills:
Products and services change constantly. And though the basics will remain the same, you need to be on top of new
things. The last thing a customer wants to do is be calling you for answers and you don't know what they're talking
about. You also have to be willing to learn computer programs or software unique to your call centre. Call centres have
a lot of processes and you must be able to learn how those work so you can work more efficiently, and better serve
customers.
Learning new skills such as another language can also help your job prospects in a call centre. Many list the ability to
speak a second language as an asset.
Ability to Deal with Difficult People:
More often than not, customers will call because they have a problem and they want you to fix it right away. If you
cannot show empathy, and support them in their frustrations, they will get increasingly upset. You must be able to deal
with difficult people and know how to handle and diffuse them. Consider taking a course on the subject. You'll learn
how to improve your listening skills, and learn little tricks as simple as repeating back what you hear from your
customer. This helps them feel listened to, understood, and in the end, it helps them feel better. The more ability you
have in dealing with difficult people, the better you will feel also.
Flexibility:
Though a call centre can be a great 9-5 job, most of them require you to work some shift work. And this or may not fit
your schedule. When you decide to apply for a job at a call centre, make sure you know what you are able to do in
terms of shift work. If you have dependents, you will need to make alternate care arrangements. Remember too that
changing shifts can affect your sleep patterns and your activities outside work hours.
The nature of call centres can also mean that you can be called in at the last minute. You might also be sent home if
there is not enough work. If this is a concern for you, ask how often this happens when you are considering a job in a
call centre.
Working in a call centre as a CSR can be a satifying job. Often, opportunities to move up to a team leader or scheduler
can be had with the work experience you gain starting at the bottom. If you have the right skills and the desire to
improve them, a career as a CSR might well be worth investigating.
This article is exclusive to Canadajobs.com.

Copyright 2005-2015, Farfan.

Reproduction of this article in whole or in part is prohibited.
http://www.canadajobs.com/articles/viewarticle.cfm?ArticleID=1221
6 Advantages and Disadvantages of Working in a Call Center
From only a few hundred call center agents when it began, the Philippines now is home to thousands of call center
agents. This exponential growth in the call center industry happened in a span of only a decade.
Nowadays, it is not unusual for you to see a hoard of applicants everyday from early in the morning to late in the night
in the top call center companies in the Philippines. But what attracts all these people to the call center industry? What
advantages do these people see in working for call centers? What are the advantages of being a call center agent?
In this blog post, I will be discussing the advantages of working for call centers. If you are one of the many people
aspiring to get in the call center industry, then I fervently hope that this article will enlighten you and will deepen your
understanding of the call center industry which you desire to be a part of.
First Advantage of Working in a Call Center: Higher Pay
While there are certainly other industries which offer higher pay, none will offer a higher salary for entry level
positions than the call center industry. Based on my experience, the lowest basic salary that call centers will give is
twelve thousand pesos. However, call centers also give allowances such as rice, meal, clothing, and transportation
allowance aside from the basic pay. Thus, on average, a call center agent will receive fifteen thousand pesos every
month after taxes (take home pay). Of course there are other call center companies which offer higher salaries.
Second Advantage of Working in a Call Center: No Discrimination
If you are a college dropout, you will most probably have a very difficult time in looking for a job. Call centers however
accept college drop outs. Some will hire you even if you only have a high school diploma and never went to college.
Generally however, call centers look for two years of college in applicants. Age is also not a factor in the call center
industry. While some occupations will have an age limit, there is none in the call center industry. In my experience, I
have worked with people as young as eighteen and as old as sixty.
In the call center industry, the only thing that matters is if you will be able to deliver.
Third Advantage of Working in a Call Center: No Traffic
The good thing about working at nights is that I dont have to put up with rush hour traffic. In the morning, when
everyone is heading south (to Ayala, and Ortigas), you are heading the opposite direction and at nights when everyone
is heading north, you are heading to the business districts of Ayala and Ortigas.
Fourth Advantage of Working in a Call Center: Full Benefits
Another big plus of working for call centers is the benefits. Some of the benefits that a call center agent gets are
dental and health coverage. Dental coverage would normally consist of tooth extraction, prophylaxis (cleaning), and
tooth fillings while health coverage inclusions would depend on the company but would normally consist of
consultations, diagnostic procedures like X-Ray, vaccinations, and hospital room costs. Some call centers give health
and dental coverage only upon regularization. Call Centers also pay SSS, PAG IBIG, and Phil Health from your very first
day on the job. This is in complete contrast to companies in other industries which only make these payments upon
regularization and some dont even make them.
Fifth Advantage of Working in a Call Center: Low Work Volume
If you are a teacher, chances are after a hectic day at work, you still bring home work such as papers to grade and
lesson plans to prepare. This never happens in a call center. During certain occasions however, when you dont get to
end your shift at the usual time you end it because of a long call, you can almost always declare it as overtime and get
paid accordingly. In some calls centers, an excess of one minute to your normal working schedule can be declared as
over time already. In others, fifteen minutes is the minimum. Take note that this only applies to the rank and file
employees.
Sixth Advantage of Working in a Call Center: Dress Code
Dress codes in call centers are very informal. If you encounter a call center agent on a Monday, he/she would probably
be wearing jeans, a shirt, and rubber shoes. You probably wouldnt even know that this person just came from work or
is about to go to work. Some call centers even allow its employees to wear open shoes and short pants on Fridays. A
few call centers though would require its employees to wear buttoned shirts and slacks but not business/corporate
attires.
Seventh Advantage of Working in a Call Center: Prestige
Almost all call centers with international accounts are multinational companies. This is something worth bragging
about. Since most call centers are big companies with deep pockets, you will most probably have a very nice office in
business districts such as Ayala, Fort Bonifacio, Ortigas, and Eastwood and chances are you will be working with very
popular and prestigious brand names like Microsoft, IBM, HSBC, JP Morgan, American Express, Travelocity, AT&T, and
etc. Call center offices are equipped with gyms, game rooms, sleeping quarters, and/or recreation rooms for
employees to blow some steam and relax and pantries in these offices would come with drinks such as coffee, and
chocolate.
Now you know what the rage is all about. These are the advantages of working in a call center and the reason why you
see a lot of people trying to get into call centers. Now it is time for you to decide whether these advantages are
enough for you to want to be a part of that crowd applying in call centers. Whatever you decide, I sincerely hope you
make the right decision.
You may have heard a lot of people putting down the call center profession. People in the industry though rebut by
saying that people who put down call center agents are narrow minded people who arent able to get in the industry
even though they are qualified to work in call centers (in paper). But then, putting aside the usual comments of people
that call center work makes one dumb or that call centers are hotbeds of HIV, let us now look into the real
disadvantages of working for a call center.

http://allicanhandle.blogspot.com/2011/10/6-advantages-of-working-in-call-center.html#.VPQjDfmUdyE

First Disadvantage of Working in a Call Center: Work schedule

The graveyard shift is the most difficult thing about working for a call center. We all know our bodies are made to
function in the day and sleep at night. If you work for a call center, you have to adjust your schedule so that you work
at night and sleep in the day. You also have to adjust your eating schedule so that you eat breakfast in the evening,
lunch at midnight, and dinner in the morning. Sleeping in the day can become so difficult and frustrating when you
have noisy neighbors. Then when weekend (or your rest days) comes, you go back to the normal sleeping time which is
at night (unless youre okay with not having a social life). Then when you go back to your work week again, you then
need to readjust to the graveyard shift. All this adjustments will give you a feeling of jet lag and will sometimes wear
your body down.
Second Disadvantage of Working in a Call Center: Rest Days
For most call centers, rest days are not every Saturdays and Sundays. This can be a real downer especially when you
have a family or are living with your family and everyones home on Saturdays and Sundays and youre not. It is also
not uncommon for you to have split days off (eg. Saturday and Monday, Tuesday and Thursday, etc). This can be a
problem also since most of us are accustomed to having two consecutive days off.
Third Disadvantage of Working in a Call Center: Stress
Call center work can be very stressful. Whether you work for a customer service, sales, or technical service account,
you will encounter heavy stress. This is part of the reason why a lot of call center agents are smokers. The stress from
call center work does not only come from the nature of the work, it also comes from the culture of the customers that
we deal with. American customers tend to be very demanding and impatient. You will encounter American customers
who are very insistent on getting what they want and will go to the extent of talking to a supervisor just to get what
they want. Because of our culture (as Filipinos), most of them will seem to be impolite and rude. Take note though that
this behavior is normal in their culture.
Fourth Disadvantage of Working in a Call Center: Monotonous Work
This is why most people say that call center work makes one dumb. Call center work is notoriously very repetitive and
boring. At first, it will seem challenging at first, however after saying the same things and encountering the same
scenarios over and over again, you would tend to become bored with your job. This is one of the reasons why some call
center agents hop from one call center to another.
Fifth Disadvantage of Working in a Call Center: Too much change
One of the things that I dislike about working in a call center is the many changes that can happen around you. This is
especially true if you are working in a relatively new account. Schedules also change regularly in call centers and a new
schedule would normally mean a new team which comes with a new supervisor and new team mates. A new team every
few weeks or so can be quite taxing on ones social skills especially if you dont have a lot of it.
Sixth Disadvantage of Working in a Call Center: You are an Avaya Slave
What is an Avaya slave? An Avaya slave is a term which I coined and it refers to call center agents who are hooked up to
their Avaya phones eight hours a day, and forty hours a week. If you are a government employee, a nurse, a teacher, or
a bank teller, you would probably have an occasional chit chat with your employees. You also probably are not very
conscious about your coffee breaks and bathroom breaks. During office hours, you probably have experienced stepping
out of the office to run some errands like banking. All the things mentioned above are things that you wont be able to
do as a call center agent. As a call center agent your fifteen minute breaks are exactly fifteen minutes, you have to
man your phone your entire shift, your bathroom breaks are also counted and limited, there is little chance for you to
gossip with your officemates as you will be taking calls almost continuously, and there is absolutely no way for your
boss to allow you to step out of the office during your shift. If you want to look at it very negatively, you can even say
that a call center is ran like a factory production line wherein your only rest is when you get off from work.
With this blog post, it is my wish for all aspiring call center agents out there to see the bigger picture and not to spread
controversies or bad vibes. I sincerely hope that reading about the disadvantages of working in a call center will help
you decide whether you really would like to enter the call center industry or not. Whatever your decision is, I hope
that you make the correct one.
http://allicanhandle.blogspot.com/2011/10/6-advantages-of-working-in-call-center.html#.VPQjDfmUdyE

Pros and Cons of Being a Call Center Agent

By mhybiarway
Working in the Call Center Industry for more than 5 years would consider me a pro in this line of business. I worked as a
Customer Service Representative for almost four years and now working as a Supervisor for more than a year.

A lot of Filipinos believe that working as a call center agent is better than any other regular jobs here in the
Philippines. On the other hand, if we would ask those who have experienced working with call center companies, they
would say that they want to resign and find another job. Why do they have different opinions about working in a call
center? Let's find out why.
PROS:

It is one of the high-paying jobs in the Philippines.

No university dimploma is required, as long as you're 18 years old or older, you can apply.
No age limit. As long as you can speak English very well and know how to use the computer, you're qualified.
With night differential, since they mostly work in a graveyard shift
Students can apply - if they work daytime, then they can work at night
Fast career growth. Promotion is this industry is not hard, as long as you are knowledgeable of the position and
has performed well in your previous position, then being promoted is possible. You can even get promoted in as
early as 3 months unlike other regular day jobs where you have to be employed for 5 years or more to be
considered for a higher position.
If you're single and currently looking for a dating partner, you're in the right place. It is a pool for young, goodlooking and smart men and women.
Trainings here are free.
Free coffee and even iced-tea.
Great benefits like health card for you and your family worth more than P100,000 each, life insurance, tuition
fee reimbursements, etc.
Get a lot of double-pays because you work on holidays

CONS:

Eye bags because you work on graveyard shifts

Hypertension due to lack of sleep
Kidney problem or UTI because you cannot leave your station to go the restroom unless it's your break already
Laryngitis or Tonsilitis because of endless number of calls
You're asleep while the rest of your family is awake during daytime
You work even during the holidays
If the account, project or program pulls out their business from your company, you will either be forced to
resign or to transfer to another account
If you're a parent, you will not be able to attend to your child's school activities because you're either asleep or
just on your way home and before you get there, the program is already done
Week-end Rest Days are not guaranteed

http://mhybiarway.hubpages.com/hub/Pros-and-Cons-of-Being-a-Call-Center-Agent

9 Top Qualities of a Successful Call Center Agent

Call Center Management
Top-Qualities-of-a-Successful-Call-Center-Agent

May 13, 2014

Hiring an excellent call center agent is never an easy task. Screening candidates based on personality, skill, fit and
motivation are just a few of many criteria to consider during the hiring process.
Regardless of your list of prerequisites, its helpful to know exactly what makes a successful agent. Here are some of
the top qualities of a successful call center agent:
1. Knowledge Retention
An agents mission is to provide the highest quality support to customers. To accomplish this, they need to be able to
learn and memorize a good amount of information about your company. By the time they get up and running, they
should at least know the ins and outs of your product or service and be on board with your brands philosophy.
They should know when they cant resolve the issue and who to transfer the call to if this is the case. As time
progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your
candidates do not appear to be the type to be able to quickly learn and retain information (or have a proven track
record of doing so), hiring them could ultimately impact the quality of your support.
2. Attention to Details
Being a call center agent can sometimes be very monotonous. They often answer the same questions and receive the
same complaints day after day. The danger with this is when agents become complacent as a result. Agents that fall
into this assume they understand the customers issue, without checking in, and offer a quick canned response.
This is a recipe for disaster and incredibly, very common. In fact, consumers say that on average agents only answer
their questions 50 percent of the time. Make sure your team stands above the rest (and this is not a high bar) by
checking in with the customer to make sure their issue was resolved to their satisfaction before they end the call. Also,
during the hiring process if a candidate has errors in their resume, isnt well groomed, or appears sloppy, pass them up
for one that appears to pay more attention to details.
3. Organization
Agents that work in a busy call center should be incredibly organized. They need to be able to juggle multiple tasks at
once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk) all while attending to
the customers needs. Staying organized will help reduce errors during this process, ensure that they are completing
after call work efficiently, and allow them to address the customers needs more effectively.
To make sure your agents are organized, hire people who met all deadlines (i.e., arriving to the meeting on time,
submitting requested materials, etc.) and have a track record of being organized. Once they are on the team, make
sure they have the tools (i.e., call center software that integrates with your business tools and an effective CRM and
helpdesk solution) and the environment they need to stay organized. These things can make all the difference in
customer satisfaction and your bottom line.
4. Flexibility
Not only do call center agents in a busy call center handle dozens of calls per day, but they also interact with
customers with challenging personalities. To make sure your agents are flexible enough to meet the needs of your
diverse customer base, you should hire agents that can go with the flow.
They should be able to handle a chatty customer one moment and an angry customer the next. They should be able to
roll with the punches and let the bad stuff slide off of them with ease (after providing a solution, of course). In
addition, you may also need to have some of your agents work challenging hours: holiday, nights and weekends. Make
sure that you remember this when scouting out new agents. Flexibility is key.

http://blog.talkdesk.com/9-top-qualities-of-a-successful-call-center-agent
5. Friendly
Agents are the frontline of your company. Make sure they are projecting a warm and friendly image and your customers
will rave about their experience. However, there is a difference between an agent with a lot of friends, and one that
can consistently maintain a positive demeanor and keep a smile on their face day in and day out. When hiring, make

sure that your agents can go the distance with a friendly attitude. Once you have hired your team, make sure you
cultivate a culture that encourages friendliness and discourages burnout. Your customers will thank you for it.
6. Calm Under Pressure
A quality agent isnt easily flustered. Some would argue that this is one of the toughest jobs to maintain, due to the
number of frustrated callers they interact with on a daily basis. A good agent will remain calm when someone is yelling
at them over the phone or when they have a Chatty Cathy on the other end of the line who simply wont let them get a
word in edgewise. Keeping their cool throughout all of these situations and not letting the frustrated callers get to
them personally will get any call center agent far in the industry. During the hiring process, ask them how they handle
pressure and check in with their previous employees to see if what they say matches up.
7. Effective Communication Skills
This one is a given, but its also definitely still worth mentioning. Because an agents job is to communicate with the
callers, they should have top-notch communication skills. But communication doesnt just mean speaking. Effective
communication also involves listening to the caller, digesting the information and effectively conveying a solution
quickly and efficiently. The agent should speak clearly using basic vocabulary. If they can communicate effectively, this
will bode well for the quality of your service. In fact, seventy-eight percent of consumers say that a competent service
agent is the most important part of a happy customer experience. You simply cant have competence without clear
communication skills.
8. Speed
Quality agents should be fast and efficient. They should work quickly without sacrificing the quality of their work. This
is important to your bottom line because the more callers an agent can handle, the fewer agents you need to keep
your call center running smoothly. Its also important to the callers themselves. They dont want to wait around for a
live agent (after all, 75 percent think it takes too long to reach a live agent). They want their call answered as soon as
possible. A fast-working agent can reduce average speed to answer and service level for your entire team so your
customers are more satisfied.
9. Creativity
Finally, a strong agent needs to be creative. He or she should be able to come up with workable solutions for any
problems thrown their way. Its important that theyre creative because itll help them meet callers needs in the best
way possible for both the company and the customer. This can also increase customer satisfaction. When agents resolve
an issue effectively, 70 percent of the time, that customer will return and do business with the company again.
Truly successful call center agents can be challenging to find. But it helps to know what makes a good one when youre
looking to hire. Also, just because some of your current agents dont possess all of the skills of a successful call center
agent, doesnt mean they wont one day. Remember, most of these qualities can be taught and fostered over time. You
can even hold a training session to teach these skills to your already-existing agents to get everyone on the same page.

http://blog.talkdesk.com/9-top-qualities-of-a-successful-call-center-agent

CALL CENTER AGENT

Inbound Call Center Job Description

General Purpose
Answer incoming calls from customers to take
orders, answer inquiries and questions, handle

complaints, troubleshoot problems and provide

information.
Main Job Tasks and Responsibilities
answer calls and respond to emails
handle customer inquiries both
telephonically and by email

research required information using available

resources

manage and resolve customer complaints

provide customers with product and service

information

enter new customer information into system

update existing customer information

process orders, forms and applications

identify and escalate priority issues

route calls to appropriate resource

follow up customer calls where necessary

document all call information according to

standard operating procedures

complete call logs

produce call reports

Outbound Call Center Job Description

Education and Experience

high school diploma or equivalent
proficient in relevant computer applications
required language proficiency
knowledge of customer service principles and
practices

knowledge of call center telephony and

technology

some experience in a call center or customer

service environment

good data entry and typing skills

knowledge of administration and clerical

processes

Key Competencies
verbal and written communication skills
listening skills
problem analysis and problem solving
customer service orientation
organizational skills
attention to detail
judgment
adaptability
team work

stress tolerance
resilience

General Purpose
Interact by phone with outside parties to solicit
orders for goods or services, request donations,
make appointments, collect information or conduct
follow-up.
Main Job Tasks and Responsibilities
contact businesses or private individuals by
phone

deliver prepared sales scripts to persuade

potential customers to purchase a product or
service or make a donation

describe products and services

respond to questions

identify and overcome objections

take the customer through the sales process

obtain customer information

obtain possible customer leads

maintain customer/potential customer data

bases

follow up on initial contacts

complete records of telephonic interactions,

orders and accounts

Education and Experience

high school diploma or equivalent
proficient in relevant computer applications
and call center systems

good typing skills

knowledge of sales principles and methods

proven track record in sales

required language skills

Key Competencies
communication skills
persuasiveness
problem solving
adaptability
tenacious
negotiation skills
stress tolerance
high energy level

http://www.best-job-interview.com/call-center-job-description.html

14 Most Common Call Center Interview Questions and Answers

In this blog post, I will be discussing the most common and hardest to answer call center interview questions. I also
would be equipping you (our dear readers) with valuable tips on how to answer these call center interview questions.
While call center interview questions will mostly resemble interview questions found in job interviews in other
industries, the content of your answers will have to be tailor-made for the needs of the call center industry. Job
interviewers in the call center industry will primarily be on the lookout for skills such as flexibility, customer service,
multitasking, good communication, and critical thinking.
This blog post featuring call center interview questions and answers will be presented in a question and answer format.
The answers will be given in a script format. This will be followed by a short explanation on each call center interview
question and answer.
Call Center Interview Question 1: Tell me something about yourself.
Call Center Interview Answer 1: Well, I can say that I am a person with varied interests. During my spare time, I like to
sketch anything that I see on the street such as a dog passing by or a little girl buying candy from the neighborhood
store. These things fascinate me. I guess I like to observe people. On Sundays, I do volunteer work at an orphanage. My
volunteer work consists of encouraging wealthy people to donate money to the orphanage. What we do is we go to the
upscale neighborhoods in the city and tell them about the orphanage. When I have the time, I also like to read novels,
and play basketball.
Explanation to Call Center Interview Question and Answer 1:
This call center interview question is probably one of the most neglected and least prepared for by interviewees. The
question seems very simple and direct to the point. Your answer though to this question will set the course of the
interview. From this very simple question, interviewers can likely guess at whether you are a good candidate or not so
please do not take this question for granted.
Most applicants will answer this call center interview question with information that is already found on their resume
like their name, address, and school information. Do not make this mistake. When being asked this question, you are
supposed to answer with information that is not found in your resume. Why would the interviewer want to know about
your name, age, and address when this information is already on your resume?
A very good answer to the call center interview question would be to talk about your hobbies. When you do talk about
hobbies, remember that by doing this, you are also providing the interviewer with information about your skills. For
example, if you say that you play sports like basketball or baseball, this tells the interviewer that you are competitive.
If you say that you like to play chess, this means youre analytical. If you tell the interviewer that you are involved
with various organizations, this spells leadership and people skills. So do not take this call center interview question for
granted. Make sure to answer this question by giving the interviewer an idea that you are who they are looking for. If
you do not have any good hobbies (like all you can say is watch HBO, eating, and sleeping), another approach you
can take is talking about your family. Describe your relationship with your family. Talk about your brother, the pilot, or
your mom, the actress. Say that you are very close to your family, that you guys go to church every Sunday and watch a
movie afterwards. If you like to watch TV, amuse your employer by saying something like Im addicted to Lost. I watch
all Lost episodes on DVD every day. If all you have in your arsenal is reading, then make it sound better and more
interesting by saying that you are a voracious book reader. Rack your brain. Make sure that when you tell something
about yourself, it sounds interesting and will make you shine.
Call Center Interview Question 2: What is your idea of a call center?
Call Center Interview Answer 2: My idea of a call center is that it is a place where people take calls from customers and
deliver superb customer service experience. I know that the people who work for call centers are extremely flexible
people who adapt to different cultures, different people, and different schedules all at the same time.
Explanation to Call Center Interview Question and Answer 2:
This call center interview question aims to gauge how correct your expectations of a call center job are. Answer this
question by giving out your general expectations of a call center job. Describe the work (selling if its a sales account,
instructing callers if its a technical support account, etc) or the people working in call centers. This call center
interview question would only be asked if you dont have any call center experience yet.
Call Center Interview Question 3: Why do you want to work in a call center?

Call Center Interview Answer 3: Id like to work in a call center because I have the skills to match the ones needed for
this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills
and how to deal with people. As a nursing graduate, I became skillful in dealing with difficult people and patient in
working with irate clients. In my course, we were also taught how to be good listeners which I know is a very valuable
skill in this industry. Another reason why I want to work for a call center is because I know that the benefits and pay in
the call center industry is better compared to those in other industries. I also know from my friends that the chances
of career growth in this industry are high. In the past, I have heard of people getting promoted overnight.
Explanation to Call Center Interview Question and Answer 3:
This is another question which would only be directed to applicants without any call center experience. Please do not
answer this call center interview question by saying that you need money to help your parents. The interviewer
wouldn't want to hear that you are in this just for the money. For Filipinos, please do not answer this call center
interview question by saying that you want to improve your English. By applying for a call center position, you should
already be confident with your communication skills in English. The above response by the way, is a good example on
how you can relate your college degree to a job in a call center. I purposely chose to give a response that a nursing
graduate could give to this call center interview question because of the many nursing graduates in the Philippines
trying to look for a job in the call center industry.
Call Center Interview Question 4: What are your strengths and weaknesses?
Call Center Interview Answer 4: I am a very patient person capable of dealing with irate and demanding customers. I
can think out of the box so I have exceptional problem solving skills. I have good communications skills and I can learn
how to operate new computer programs very fast. I am a team player and I get along with people very well. Those are
my strengths. As for my weaknesses, I guess my biggest weakness is working too much and not knowing when to stop. I
would say that this is a weakness because at times I would render too much overtime that it becomes detrimental to
my health.
Explanation to Call Center Interview Question and Answer 4:
The call center interview answer 4 is pretty much self explanatory. With this call center interview question, you would
want to enumerate skills that would be needed as a call center agent. These includes (but are not limited to):
flexibility, adaptability, good communication skills, good listening skills, patience, proficiency in Microsoft Office
programs, good typing speed, and excellent multi tasking skills. Of course when it comes to your weaknesses, you dont
want to say that you dont have any as this will make you look egotistic. So make sure to be prepared to come up with
at least one weakness which isnt too negative. Examples of weaknesses which arent very negative are: being
workaholic and being too friendly. Answer this call center interview question with a lot of confidence.
Call Center Interview Question 5: What makes you qualified to work in a call center?
Call Center Interview Answer 5: I am qualified to work in a call center because I possess qualities which makes one a
good call center agent. I am very flexible; I dont have complaints with shift work or working at nights and with split
days off. I am willing to learn and I am not intimidated with learning new things. I am very patient and I know how to
deal with stress. I believe that these qualities make me qualified to work in a call center.
Explanation to Call Center Interview Question and Answer 5:
Answer this call center interview question by just reinforcing your answers to the previous call center interview
question presented. You can also answer this question by expounding on your strengths and good qualities.
Call Center Interview Question 6: Why do you want to work for our company?
Call Center Interview Answer 6: I have heard nothing but good things about this company from people who have worked
here. People say that the accounts here are very stable, the management is kind to its employees, and everyone is
friendly.
Explanation to Call Center Interview Question and Answer 6:
In answering this call center interview, simply cite the companys positive attributes.
Call Center Interview Question 7: What has been your most significant achievement?

Call Center Interview Answer 7: My most significant achievement would have to be graduating from college. I say this
because for four years, I have labored so much to get good grades and recognition and it all culminated into my
achievement of a college diploma.
Explanation to Call Center Interview Question and Answer 7:
This call center interview question aims to look at how you see yourself as a person. Most of us would apply for a job at
the age of twenty and at that age, it is presumed that you already have some sort of achievement even if it is only to
your own right such as motherhood, marriage, and etc. Rack your brain. Youll think of something.
Call Center Interview Question 8: Give me one quality that you have which will not make me not hire you?
Call Center Interview Answer 8: A lot of my friends say that I am a perfectionist. I never consider something done as
long as I dont find it perfect. In my previous job, I sometimes would go on overtime just to make sure that I complete
all my tasks and they are done to perfection. I show up for work every day and I am never late. I remember that when I
was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to come
up with a play, I would always be the one who would be insisting that we practice three times a week and all my
classmates would complain and get mad at me saying that they only want to practice once a week. Being a
perfectionist can be bad especially when the people around you are lazy but I believe that in certain situations, it can
be a valuable trait.
Explanation to Call Center Interview Question and Answer 8:
This call center interview question is tricky and will stump a lot of people. In effect, this question is asking you for your
weakness. Do not say that you dont have any qualities which are negative. If you do this, you would look proud and
conceited to the interviewer. The best approach to answering this call center interview question is to present a trait of
yours which is not that negative. Examples of traits which are bordering positive and negative are being perfectionist,
overly friendly, too loyal, and workaholic. Of course, reinforce your answer by explaining this trait of yours to the
interviewer. Make sure as well that you know how to turn your negative attitude into a positive one (just like the
interviewee did in the response provided above). Remember to answer this question with a lot of conviction and
confidence.
Call Center Interview Question 9: How do you see yourself five years from now?
Call Center Interview Answer 9: I see myself working for this same company but with a higher position.
Explanation to Call Center Interview Question and Answer 9:
In this question, the interviewer wants to know if your goals in life are in line with the companys objectives. It is good
to be honest with the interviewer on this question so that expectations will be properly set.
Call Center Interview Question 10: What are your goals in life?
Call Center Interview Answer 10: My short term goal is to have a stable job with this company. After working for a
couple of years with this company, I would like to see myself take on more responsibilities like maybe become a
supervisor or a trainer. Meanwhile my long term goal is to have an upper management level position with this company.
Explanation to Call Center Interview Question and Answer 10: This call center interview question is almost the same
with the previous one presented.
Call Center Interview Question 11: What do you know about this company?
Call Center Interview Answer 11: I know that this company is one of the leading companies in the call center industry.
You have several sites in the world, one in Atlanta, and four in Dallas. You have several accounts but most of them are
medical and financial accounts. I also happen to know that most of the accounts in this call center company are very
stable because this is what my friends who work here tell me.
Explanation to Call Center Interview Question and Answer 11:
This call center interview question is simply for the interviewer to know if you know anything about the company. It
isn't necessary to know when the company was established or how much they made in the last quarter. You can answer

this call center interview question by just giving out general and insignificant information about the company. Of
course if you know tidbits like the name of the company president or a recent merger between the company and
another call center, then by all means, do impress the interviewer with this information. So as not to be caught empty
handed, it is advisable to do some research about the company before the interview. Obviously, please avoid telling
anything negative about the company.
Call Center Interview Question 12: What is your idea of quality customer service?
Call Center Interview Answer 12: My idea of quality customer service is going out of your way or going the extra mile to
provide customer service or to help customers. It is not simply providing assistance according to what you are expected
of.
Explanation to Call Center Interview Question and Answer 12:
This call center interview question is simply for the interviewer to know how you view good customer service. The idea
when answering this question is to say that good customer service is going out of your way to help the customer.
Call Center Interview Question 13: What is your expected salary?
Call Center Interview Answer 13: Whatever amount you give to people with my qualifications would be fine.
Explanation to Call Center Interview Question and Answer 13:
As much as possible, do not answer this question with a figure. The best way to answer this call center interview
question is by saying that you are okay with whatever the company decides to give you. If the interviewer asks you to
give a figure, then that is the only time that you should give a figure. Of course, make sure that you can defend your
answer. Do not give a figure that is very small. The interviewer might think that you dont value yourself and you have
a low self esteem. A good practice is to come up with a figure that is a few thousands higher than the industry average
or what you were given previously by your old company. When the interviewer asks why, then you can simply say that
this is the average salary in the industry or that you want to have a job that pays more than your previous one.
Of course if you are in the position to dictate the salary you want the company to give you (meaning you have a lengthy
experience in the call center industry already) then by all means, give them a figure right away when answering this
question.
Call Center Interview Question 14: Why should we hire you?
Call Center Interview Answer 14: I have all the qualities that a good call center agent should possess. I am punctual,
disciplined, patient, and flexible, and organized. You wont have any problems with me when it comes to attendance,
and my behavior. I have good communication skills, multi tasking skills, and I am a fast learner. I can guarantee you
that I will be able to deliver what is being asked of me and I will give my one hundred percent to this company. I know
that I have what it takes to become a good customer service representative.
Explanation to Call Center Interview Question and Answer 14:
This call center interview question isn't intimidating as it sounds. To answer this question, simply reinforce your
position by enumerating your strengths and how these strengths can relate to being a good call center agent. Answer
this call center interview question with a lot of confidence and conviction.
These call center interview questions and answers are not by all means perfect. They have been provided to you as a
sort of guide.
Please do not just memorize whatever was written in this post and use it in your interviews. Do not be tempted to lie
to the interviewer. Remember that interviewers will always try to catch you lying.
The call center industry is one of the fastest growing in the Philippines these days. As recently as ten years ago, there
were only a few call center agents and the word call center was hardly ever used in the country. Today, almost every
family in the Philippines has at least one member working in the call center industry. The reason for this boom is partly
economics. In the Philippines, low paying jobs are very notorious and while call centers set up shop here because of
the low labor costs, Filipinos decide to work for the call center industry because it pays higher than average wages.
Consider this: if you are an average worker in the Philippines with an entry level position, you probably are getting paid
seven to ten thousand a month; meanwhile, an average employee in the call center industry with an entry level

position will get around fifteen thousand pesos a month, plus free dental and health benefits (HMO). Call centers also
will pay your SSS (Social Security), PAGIBIG (home building fund), and PhilHealth (health insurance) from day one in the
job. It is no wonder then that almost every day, you see hundreds of applicants in the top call centers in the country. If
you are reading this post, then you are undoubtedly one of the many Filipinos aspiring to work as a call center agent.
Even though the demand for call center agents outpaces the availability of qualified workers, having the qualifications
to become a call center agent alone does not guarantee you a job in this competitive industry.
Furnishing a resume is easy, then the hardest part begins: the job interview. Some people who are very much qualified
to become call center agents seem to question at times why they aren't able to pass call center interviews. The answer
is simple. They are most probably not giving very good answers to the interview questions directed at them.
Most people say that it is not what you say, but how you say it. While it is true that how you deliver your answers to
the interview questions hurled at you matters a lot, the content of your response would also be significant. So please
do not dare to think that you can pass a call center interview with just confidence as your weapon.
One valuable tip that I can impart to you is to make a script. Yes, make your own script for the call center interview
questions listed above. After making your own script, try to make an outline for each answer. Lets take the call center
interview answer 1 as an example. For this particular answer, your outline can be: varied interests, sketch, and
volunteer. Memorize these keywords so that you will be able to deliver your answer smoothly. This will minimize the
need for fillers like uhms and ahhs. Remember that fillers can make you look like you dont have a chain of thought and
can make you feel less confident. Try to sprinkle your response with some fillers though. If you dont have any fillers,
you will look like you have just memorized all your answers. You do not want this to happen. This is why I recommend
memorizing just an outline or the keywords of your response and not the entire thing. Not memorizing your entire
responses will make sure that you will still have some fillers and pauses while formulating (or trying to remember) your
answers. It wont be a big obstacle though, as you already have a ready outline of keywords in your head. Do not sound
like a robot, just have a ready and organized response in your head.
Please remember as well to come up with answers to possible follow up interview questions the interviewer may have.
If the interviewer asks you what youre hobbies are and you say reading, then please expect the interviewer to ask as
well questions like what is your favorite book or who is your favorite author and why.
When the interviewer asks an interview question that you havent prepared for, remain calm. Take a second or two to
think of your answer. Two second pauses are definitely accepted. Pauses which are longer than two seconds though
might give an impression that you cant express yourself well in English
It is also a good idea to conduct job interview simulations or role plays. This will help you practice and gain
confidence. Practice with your parents or with your friends. Make sure to act serious about it though (as if it were the
real thing).
Always remember that the interviewer is on your side. The interviewer is not a wicked witch sent out to make you
squirm. The interviewer wants you to pass. No matter how inquisitive the interviewer is, know that behind that wall of
indifference is an office employee who has to meet a quota on hired applicants.
In the call center industry, it is very important to possess chain of thought and confidence. Why do you need
confidence? Simple. You will be speaking with Americans. Remember that America is an industrialized and fast paced
country. This means that most Americans are living with a lot of stress. When they will talk to you, they will be
impatient. So when you deliver them bad news, you will have to be firm and confident.
In your call center interview, this is one of the many things that the interviewer will look in you. Will you be able to
carry out this job? When the customer on the phone will shout at you, will you cower in defeat or will you stand your
ground. When under pressure, will you lose your control or will you manage to uphold decorum gracefully?
Finally, just a few last minute reminders before you on to that job interview. Please maintain eye contact no matter
what. Maintaining eye contact will tell the interviewer that you are a confident person. When thinking about your
answer, you can momentarily glance sideways, up or down, but make sure to make eye contact with the interviewer
again when you begin speaking. Averting the eyes of the interviewer will give that person an impression that you are
lying or that you are uncomfortable. Assume a good posture the moment you see the interviewer. This will make you
look confident and sure of yourself. Make sure that you sit up straight. No slouching. The next thing that you need to
remember is to smile. Give your interviewer a warm and confident smile. You dont know the wonders a smile could
work on a job interview. Why is smiling important? Aside from the fact that it will make you look charming and
confident; it will disarm your interviewer. In a job interview, you will want the interviewer to feel at ease and relaxed.

Smiling will also calm your nerves down and will make yourself feel comfortable. Be sure to talk slowly and clearly.
Enunciate. Do not mumble.
For Filipinos, watch how you pronounce the following: b, v, f, p, and th and please pronounce the letter h as eych and
not ech.
Minimize hand gestures. Excessive hand gestures could make the interviewer feel uncomfortable especially if you look
like youre debating. Excessive hand gestures will also make you look like you are having a hard time expressing
yourself. The same goes for mannerisms like cracking knuckles. Keep these in check during the job interview. Now
when you meet the interviewer for the first time and that person introduces him or herself, dont forget to shake that
persons hand. This friendly gesture works just like wearing a smile. It will disarm your interviewer and will make you
look at ease and confident with yourself.
For Filipinos, my last and most important reminder for you is to speak absolutely zero Tagalog. Do not let a single
Tagalog word slip out of your mouth. You are most likely to utter Tagalog words or fillers whenever you are having a
problem expressing your thoughts. Normally, job applicants would utter words like ano and parang when thinking about
how to articulate their thoughts into words. When this happens and the interviewer heard it, you are a goner.
Nevertheless, when this happens, carry on as if nothing happened. The interviewer might just let it go. Oh and by the
way, please do not overdress. Dress casually.
Now I know that youre nervous and you are probably losing hope already. But pray to God and remember that there
are numerous call centers out there. If you dont get into the first five call centers that you applied for, know that
there are hundreds more out there. So relax, have fun, laugh. It is the company that needs you and not the other way
around.
http://allicanhandle.blogspot.com/2011/10/14-most-common-call-center-interview.html#.VPQnpfmUdyE

10 Call Center Interview Questions you MUST be Prepared For

DECEMBER 16, 2013 BY LARAN JOSEPH

callcenterinterviewquestionsWorking at a call center is a rewarding experience with lots of opportunity for social
interaction with your peers as well as with people at the other end of the telephone line. Most call center jobs offer
convenient hours, tons of benefits and a high-tech workplace that is comfortable and safe. In addition, the growth
prospects at a call center are tremendous. Starting at the agent level, you can work your way up the ladder to senior
executive, team leader, group leader, program manager and then senior manager operations. The pay is great and the
opportunity is fantastic.
Here are some basic call center courses you can take to prepare you for the interview:
Cold Call 101: How to Cold Call like a Boss!
Customer Service Training
Below, you will find questions related to outbound sales and inbound customer service. These are the two major
categories in call center jobs. Some are more specialized than others, but these questions will cover whatever you
need to know to successful attend a call center interview for the position of customer service/sales executive.
Inbound Customer Service
These questions will cover the basics of phone customer service, call etiquette and other essentials of inbound
customer service call centers.
1. Why did you leave your last position?
This is a tricky question because anything you say can and will be held against you! Be careful and only answer with a
positive tone. You can say that you didnt find the job challenging enough for your skills, or that the workload was
sporadic and you spent, say 40%, of your time on idle mode. Never speak ill of your last employer because it shows
that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your
current one will respect you for it.
2. How would you handle an angry call from a customer?

First, you need to allow them to vent their anger. If they are abusive, tell them youre willing to listen, but only if they
stop using profanities. Next, hear what they have to say and note down key points. Third, re-state the main points so
both of you are clear about the situation. Fourth, find a solution that fits within your companys policies and can
redress the customers problem. Fifth, confirm that the problem has been solved and that the customer is satisfied
with the solution. You may not be able to do all of this in one phone call, but this is the essential process. The
important part is to keep your cool at all times, and genuinely try to find a solution that will make the customer happy.
3. Have you ever had conflict with your team leader or manager?
This can be your answer: No, my work ethic is strong, so theres been no reason for conflict. However, at times I have
had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out
and find a solution that my team leader has supported.
4. Are you able to work with multiple phone lines?
Your answer: Yes, this has been part of my training, and my previous job entailed handling several lines. I have good
multi-tasking skills and my previous employer can vouch for this.
5. How would you handle a high pressure environment?
Your answer: I am highly organized, and I prioritize my workload so that everything gets done on time and with high
quality. I also leave room for urgent tasks that might be assigned to me so that my schedule is basically unaffected by
emergencies.
Outbound Telemarketing
These questions are often asked of candidates aspiring to a position as a telesales representative.
6. How many calls per hour can you make on an average campaign?
Make sure you do your homework/research before you answer: My average call handle time was about X minutes at my
previous job. On a similar campaign I can typically make 60/X calls per hour. On a predictive dialer I can usually make
10 to 20 percent more calls.
To improve your sales skills, try this online course Sales Skills by Learning Motion
7. What are your strengths and weaknesses?
Your answer should be relevant to telemarketing, so you could say: I have the ability to talk effectively and persuade
people. I am a good listener, and that helps me identify customer needs so I can sell more effectively. My one weakness
is that I sometimes get too involved with customers, but I have counseled with my previous manager on this and I
believe I no longer have that problem.
8. What are your goals as a telemarketer?
Your answer: My goal is to have a very short learning curve on this particular product portfolio. By doing this, I can aim
to be among the top performers in the next 3-6 months. After showing consistent results for another 6 to 12 months, I
will aim to become a team leader in the same company because I believe that growing with the same company will
give me a strong foundation for my career growth.
9. How do you handle a customer who starts yelling at you as soon as they pick up and find out that you are a
telemarketer?
Your answer: Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of
the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a
valuable potential customer doesnt lose out on the great benefits your products can give them.
10. What do you do if the dialer puts a Do Not Call number through to you by mistake?
Your answer: As soon as I know that this is a DNC number, I will apologize at once to the customer for the error and
assure them that their number will be immediately included in our internal DNC list. I will also make a note in the CRM

application so even if the system error happens again the next agent wont be forced to deal with an escalated
problem. I will also report the problem to my team leader or manager as soon as I hang up.
https://blog.udemy.com/call-center-interview-questions/