25 Call Center Interview Questions & Answers
1. How would your former coworkers describe you?
How to Answer
Your interviewer likely has a good grasp on your skills and general experience from your resume and application, so now they want to get to know more about you, your personality, and how well you work with others. Understanding how coworkers perceive you, and how you handle this question, will give them a lot of useful information about how you might integrate into their team. When responding to a question like this, you want to strike a balance between describing your skills as an employee and also your personality. Be authentic in your response, because interviewers will likely ask a similar question to your references.
Answer Example
"My former coworkers would definitely describe me as someone who brings positive energy into the work environment. I recall times when I would take a day off or a brief vacation and come back to my colleagues telling me that they missed my good vibes in my absence. In addition, I believe that they would describe me as eager to collaborate and seek feedback."
2. Tell me about a time when you have worked under pressure. How did you handle it?
How to Answer
You will likely be asked about scenarios that are relevant to what you might experience on the job. Your interviewer will use these questions to gain a better understanding of who you are as an employee and how you navigate different circumstances. Prepare for questions like these by studying your resume prior to the interview and reflecting upon your experience. You want to be able to easily reference multiple examples from different points in your work history to share the depth of your experience.
Answer Example
"Last year, I was working in a retail position at a mall around the holiday season. It was my first retail holiday season, so I wasn't sure what to expect. In early December, we started to get extremely busy, and at first it felt like I was never able to recharge since we were so busy day after day. It seemed like the busier we were, the more rude and impatient our customers would become. I worked hard to maintain my positive, customer-focused attitude throughout. After the first full week, I was cleaning up after closing with my supervisor. I asked for advice on how to maintain my energy and disposition for the duration of the season, and he had great advice. He told me that a lot of my experience will come down to my attitude, so I need to consider how I'm framing my time. The next day, I got myself a gingerbread latte to get in the spirit and reminded myself that I had the power to spread more joy and make a stressful time more enjoyable for our customers. From that point on, it almost felt as though I was dancing through each day - and they started to fly by!"
3. When have you quit a job before? What made you quit?
How to Answer
This question might feel a bit intrusive, but it can come up - especially in positions experiencing turnover. Your interviewer might ask this to understand what might motivate you to leave a position and try to anticipate whether or not you will stay in the role short term or long term. When preparing a response to this question, reflect on your employment history and when you have left a job. Try to share an example that does not paint you or the employer in a negative light. Remember, you want to assure the interviewer that you are the right candidate for the job and that they can count on you.
Answer Example
"I took a semester off to work between my sophomore and junior years of college, and in that time I worked in a retail position. I informed them in my interview that I would be returning to school the following January, so I was extremely flexible to work any schedule through the holidays. They appreciated my honesty upfront, so when December arrived I was able to work with my supervisor and colleagues on a transition plan for those taking over my tasks upon my departure. I actually really enjoyed the job and was sad to leave, though I greatly appreciated the leadership I was able to learn from and the experience I gained while there."
4. Where do you see yourself in a year from now? 5 years from now?
How to Answer
This is a fairly common interview question, especially in positions where there might either be a lot of opportunity for growth or conversely a lot of turnover. Prior to your interview, take some time to think about where you want to be in the future. What position, location, skills, traits, or qualifications do you want? Now, think about what steps you will take to achieve your goals as well as how this position and this company will help you get there.
Answer Example
"I think about this question often, and I feel that the answer is regularly evolving as my aspirations continue to grow. I am most interested in finding stability in my workplace while having an opportunity to grow and develop in new roles with new responsibilities. A year from now, I hope to be here in this position having developed my skills and learned new ones from leadership and colleagues. Five years from now, I hope to have worked my way up to a managerial position within the company, using the experience and professional development earned along the way to get me there."
5. How do you strive to improve your interactions with customers?
How to Answer
There are many things you can do to continuously improve your customer service, and your interviewer wants to see that you take that initiative on your own. If you don't currently work directly with customers, then think of relatable examples you can share or what you anticipate doing in the role. This might include requesting feedback regularly from your supervisor or colleagues, taking time to ask how your customers are doing, being intentional about calling them by name and ensuring you pronounce it correctly, and so on. Use this question to demonstrate to the interviewer that you take initiative and strive to provide excellent customer service.
Answer Example
"This is something I am working to improve on a daily basis. I believe there is always room to provide better interactions with customers, so I start by meeting regularly with my supervisor and close colleagues to seek feedback and advice on my interactions. Additionally, I try to be as present as possible in our conversations, so I eliminate distractions from my workspace. Finally, I aim to make my interactions personal for each customer, so I will make a point to ask how they're doing and repeat their name throughout the conversation. I am always looking for new ways to improve, so if you also have suggestions then I'd love to hear them!"
6. Tell me about a time when you went above and beyond to help a customer.
How to Answer
Providing quality customer service is a key component of working in a call center, so your interviewer will need to picture you fitting in that role. When responding to something like this, you want to make it as easy as possible for the interviewer to picture you thriving in the role. So, prior to your interview, be sure to prepare a few examples of your experience in customer service. Outline the circumstances, what was needed, what you did, and what the outcome was. Try to keep your stories succinct to avoid getting off track.
Answer Example
"I was a barista in my senior year of college, and I always had the early morning shift. I quickly learned who our 'regulars' were, and one day one of them came looking for decaf. At the time, we didn't make decaf in the mornings since no one ever ordered it, but this customer mentioned that they were making the switch for health reasons. I apologized for not having it available at the moment and offered to make some right away if they were able to wait. The next morning, they slowly approached the counter and asked how long the wait would be for decaf. I anticipated her timely arrival, so I already had a batch ready and poured a cup right there. I noticed a visible sigh of relief, and I knew that this small task on my part had a big impact on her experience and loyalty with our coffee shop. This continued for a couple of days, when finally she brought in a group of friends to try out her 'favorite coffee shop' as she said. They all became loyal customers after that! The whole experience reminded me that paying attention to customers and responding to their needs can really go a long way, even if what you're doing feels small."
7. Why do you believe you will make a great call center employee?
How to Answer
Interviewers often ask for a brief 'elevator pitch' about yourself and why you'd make a good fit, especially in customer service-oriented positions. Avoid getting caught-up by a simple question like this by preparing your response in advance. Consider your skills, experience, personality, and any other key qualifications that will make you a great employee. Review the job description to integrate what they are looking for into your response.
Answer Example
"In addition to my extensive customer service experience, I have a genuinely positive and charismatic personality. I am truly passionate about helping others, and I believe that my ability to navigate the technical elements of the job with grace, good energy, and passion make me a great candidate."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
My current job has been a great experience learning how to deal with different clients and providing them with the solutions they needed. Based on my previous experiences, I am confident that I would learn the skills and knowledge required for the position fast than others. Moreover, I am truly passionate about helping others."
Amanda's Feedback
8. Call centers require excellent customer service and communication with no face-to-face contact. What is most important for you to convey over the phone to customers?
How to Answer
With this question, the interviewer is seeking to understand how you maintain quality customer service and 'approachability' over the phone specifically. Consider what you do differently or pay more attention to over the phone than you do in person. When preparing for the interview, it can help to record yourself practicing conversations with 'customers' to play back and take notes on what you do and how you sound.
Answer Example
"The most important thing for me to convey is authenticity and respect. By the time many customers connect with us, they are stressed, frustrated, or burdened by an issue. In order to help them as thoroughly as possible and leave them feeling good about our company and service, it is important that my voice carries less of a fake, robotic tone and more of an authentic and respectful tone. I think this makes a big difference in how customers respond, so I do my best to maintain that tone in every call."
9. We have a range of shifts here, including evenings, weekends, and holidays. What is your availability like? Are you flexible with when you are scheduled?
How to Answer
Call centers can have a range of operating hours depending on the company and who they serve, so your interviewer might ask you about your availability and schedule flexibility. You want to demonstrate that you are a team player and will be adaptable to their needs, yet you also need to be upfront about any conflicts or boundaries you may have. When responding to this question, demonstrate that you are flexible and ideally share minimal schedule conflicts. You may also share your preference for shifts while stating that you are open to what the team needs.
Answer Example
"My schedule is extremely flexible, and I am able to work on evenings, weekends, and holidays as needed. I only have one Saturday morning each month when I am unavailable, otherwise I am completely open and flexible to whatever you need."
10. How many words per minute are you capable of typing?
How to Answer
Often, you will be tasked with taking notes or exploring inquiries in real time, so you will need to have strong typing skills. That involves quickly resolving challenges and closing out cases in order to support as many people as efficiently as possible. You should have an idea of how many words per minute you are able to type prior to your interview. You can easily find a typing test online to give yourself a ballpark range. Compare this with whatever you find they require in the job description. Your answer to this question should be fairly concise and to-the-point, though you may also add that you are interested in continuing to improve your typing skills since it is such an asset to your career.
Answer Example
"I last tested my typing speed about a month ago, and I found that I was able to successfully reach 82 words per minute. That said, I generally type around 76 words per minute when I am simultaneously on a phone call."
11. What do you think your first impression is like to others?
How to Answer
This can be a difficult question to answer in an interview, especially when you are in the process of trying to make a good first impression on the interviewer! Preparing your thoughts on this sort of question in advance will help keep you from feeling stumped. You can ask friends, colleagues, or a local barista what they think your first impression is like to give you some external feedback. You may also respond to this question by sharing what you anticipate people's perceptions are as well as what impression you strive to give.
Answer Example
"I aim to make a positive first impression on others, and I like to think I do a pretty good job of that on a consistent basis. I maintain pretty positive energy and carry myself with confidence, and my tone and mannerisms contribute to my approachability."
12. What type of manager gets the best performance from you?
How to Answer
Generally, we have to learn how to work with whatever manager we have, but there are many different management styles out there that might motivate us better than others. With a question like this, your interviewer wants to gauge how well you might work with your anticipated supervisor. Answering questions like this truthfully will ultimately be best for both you and the employer, so be sure to answer honestly. If you aren't sure what management style you best resonate with, then reflect back on your favorite managers or even teachers and think of what qualities and characteristics they had that you valued.
Answer Example
"I have worked well with a wide range of leadership styles, and I believe that I have something to learn from all of my supervisors. That said, I believe I respond best to managers that maintain open, honest communication, are firm with deliverables and deadlines, and listen to and trust their employees. I appreciate being able to approach my supervisor when needed while also being consistently held accountable."
13. How would you rate your previous supervisor? What things did they do well and what things did they do poorly?
How to Answer
Sometimes, the reason we ultimately seek new work is a result of having a poor supervisor. Even if that is the case, you do not want to paint yourself in a bad light by speaking too candidly of a former supervisor. Interviewers might ask this question to better understand what dynamics you do and do not appreciate in a supervisor. This will help them gauge how well you might work with the supervisor you'd have in this role. So, when preparing for this question, outline a list of positives, challenges, and context to provide a balanced response.
Answer Example
"My previous supervisor was very caring and placed a lot of trust in our team, which I loved. She advocated for us when we had a particularly heavy workload and offered to step in and support in order to build teamwork and reduce stress. I would say the one thing that had room for improvement was her consistency with our check-ins. She placed such trust in us that, at times, we wouldn't have meetings with her for several weeks at a time. Of course, we were honored to be so trusted by our supervisor, though consistency in meeting and being able to connect is certainly helpful."
14. When have you attempted to resolve a customer complaint before?
How to Answer
Working in a call center, resolving customer complaints is a big part of the job. So, your interviewer will want to understand your experience level with this aspect of customer service. Be prepared for questions like this by reviewing your resume and highlighting relevant skills and examples from your work. To help you narrow down which skills to focus on, you may refer to the job description for any key qualifications they are seeking. When sharing your response, explain the situation, how you supported, and what the outcome was, and try to keep it positive!
Answer Example
"In a previous retail position, I had a very angry customer approach me and share that he had received the incorrect order. He told me that he had ordered a custom door set for his home with help from one of our associates, and the hardware had arrived for the wrong door direction. I waited patiently for him to fully express his frustration and situation, which allowed him to feel heard and also gave me time to process what he was saying. I apologized for the confusion and offered to looking into it immediately by searching his order. I noticed that the order was completely correct, but instead of combatting him I simply asked to see the hardware. Then, I walked him over to one of our displays and compared it to his product. He quickly realized that he had the right product after all, and he immediately cooled down and even apologized. I told him to come see us anytime with questions, concerns, or anything else. He left a much happier customer!"
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
ACTION: express my sympathy; be polite and patient; wait customer become rational. Then, explained that I have already reminded her multiple times. And provide her solution that pays more than $300 to do STATUS RESTORATION.
RESULT: calm down and pay extra fees and have a new study permit."
Amanda's Feedback
15. Describe something you are very passionate or knowledgeable about in less than a minute, and offer as much detail as possible.
How to Answer
Your interviewer might put you on the spot with something like this, and the purpose is to see how effectively you respond in the moment while informing someone of a particular topic in a short window of time. It is essentially a simulation of what you are tasked to do on the job, so you want to demonstrate that you are prepared to meet the task. It is always a good idea to take a brief pause to fully hear the question and collect your thoughts before jumping into a response. Don't be afraid to use an unexpected or seemingly silly example - it will likely make it memorable!
Answer Example
"My immediate reaction is to share what I know about cheese, because it's delicious and I love it. It's an extraordinarily versatile food that takes on many flavors, forms, and functions. There are nearly 2,000 different cheeses across the world, and they can each be classified by 8 general types: fresh soft, fresh firm, soft, semi-hard, hard, semi-firm, and firm. Most people know cheese to be made from cow, sheep, and goat milk, though it can also be made from the milk of buffalo, camel, donkey, mare, moose, reindeer, water buffalo, and even yak. And, of course, it's extremely tasty!"
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
different style: Hong Kong's traditional; fruit tea; with milk/ with milk power/ caffeine free
different tea: black, green oolong, Jamacha, macha
different taste: sugar level
different topping: bubble, pudding, grass jelly, coconut jelly"
Amanda's Feedback
16. Would you say you are a better verbal or written communicator?
How to Answer
Good communication skills are expected in a call center role, so you should be strong in each of these areas. That said, you may feel more confident in one over the other. When responding to this question, start by briefly indicating your skill in each area before sharing which is stronger. Your interviewer might be asking this question to indicate where you would best fit on their team, so answer authentically to ensure the best fit for both you and the employer.
Answer Example
"I am a strong written and verbal communicator with several years of professional experience using both, though if I had to choose I would say that I am a better verbal communicator. I choose verbal because I really enjoy connecting with others, and I feel that I am able to better meet someone's needs when I can modify my communication in real time. I am confident in my ability to engage audiences and individuals with my captivating, almost storytelling way of speaking and sharing information."
17. How would you handle the tasks you need to complete when you have multiple responsibilities to take care of?
How to Answer
Time management is a valuable skill in any position, especially in one that requires balancing multiple tasks and priorities. If you've made it to the interview, they will expect you to be able to juggle several things at once. Now, they want to know what your process looks like and whether or not you take a reliable, organized approach. When preparing a response to this question, reflect on a time in which you had to balance many things at once at work. What worked, and what didn't? Don't be afraid to share an example where you learned something valuable from what didn't work and what you have done since to successfully navigate similar situations.
Answer Example
"First and foremost, I implement preventative measures like time management and consistent attention to organization in order to keep me on top of my tasks. This helps me to better balance my time and also inform my supervisor of my workload and capacity for additional tasks and projects. I lean heavily on my calendar, automated flows, and shared drives to stay organized and efficient at completing all of my tasks on time."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
ACTION: After clients pay, I divide the workload (urgent-important). build up the folder for each client and have checklists as well. I create a timeline for each of my clients, setting deadlines for different tasks that need to be completed by each day. The first thing I do every day is to check what I need to do for today.
RESULT: I like to plan each day to make life easier for me and my clients."
Amanda's Feedback
18. Tell me about a time when you took on a new course to study in order to improve your own work performance.
How to Answer
Employers often like to see initiative in their employees, and it is also a good sign for you when they show an interest in your professional development. No matter what position you are interviewing for, it is always a good idea to reflect on what you have done to advance your professional development in recent years. It can be an afternoon seminar, a week-long conference, or an online class. Whatever it is, be sure to touch on your motivation for growth in that area, what need it addressed, and how it advanced your skillset.
Answer Example
"In a previous position, I managed many moving parts that were difficult to manually keep up with, so I started teaching myself more about online collaborative platforms and tools like Microsoft Flow. I quickly learned how valuable much of what I was learning would be for the rest of the team, so I asked my supervisor if I could attend a free, day-long virtual training. She agreed, and I was even able to later present what I learned at a team meeting and help implement more streamlined processes in our department."
19. Tell me about an example that highlights your determination to complete your tasks.
How to Answer
Interviewers often ask for specific examples from your experience to speak to certain skills and qualifications needed in the position. The best way to prepare for these questions is to review the job description and highlight key skills, qualifications, and experience they desire. Then, make a list of examples where you prove your credentials in each area and practice how you describe those examples. In this case, you are asked to speak to your determination to complete tasks. It will be helpful to briefly set the scene for them, mention any challenges, outline how you persevere to achieve your goals, and share the general outcome.
Answer Example
"In my current position, I take calls for a mid-sized business. During one of our biggest events of the year, our computer system completely shut down. We were still receiving incoming calls, but we weren't able to access our system to walk through the call process with our customers. Instead of letting my stress and circumstance impact the customer experience, I took a minute to think of how I could pivot my approach. I knew the system like the back of my hand, and I had some resources on my desktop that I could use to help. I started my calls in a calm and positive tone and took notes on my calls by hand to ensure that I captured customer information and could enter it in the system later. Using my visual memory and the resources on my desktop, I was able to seamlessly support customers through each call until the system was back up. At the end of the day, I entered all of the information I had taken down by hand and safely discarded the physical copies."
20. How would your coworkers describe your attention to detail?
How to Answer
Your interviewer might ask you questions about your skills through the opinion of others, such as coworkers and supervisors. This is a way to understand more about you and also how your colleagues perceive you as an employee. You want to demonstrate to your interviewer that you are a valuable employee that works well with others and that your skills don't go unnoticed. When preparing your response to this question, reflect on feedback you've received from former supervisors and colleagues. You can answer in general terms and provide specific examples if available. As always, be honest with your response - they might ask your references this question, so you'll want authentic consistency.
Answer Example
"I can confidently say that my coworkers would describe me as being very attentive to detail in everything I do, certainly for work and even in a personal manner. In fact, I recently had an opportunity to meet with my supervisor for a quarterly review, and one of my notable skills included attention to detail."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
- SITUATION: Every single detail is crucial for immigration applications; know clearly and accurately about the client.
- ACTION: To ensure that, I will build different folders for each client. I also create a short guide with all of the main details for each application that I can refer to while I work.
- RESULT: all materials I submitted are correct."
Amanda's Feedback
21. How are you at navigating a wide range of personalities at work?
How to Answer
Call center employees interact with a very broad range of individuals and personalities throughout each day, so your interviewer wants to ensure that you are up for that challenge and that you will be able to maintain a positive attitude. You can certainly be honest about the difficulties that come with this aspect of the job, just be sure to discuss your tools for overcoming them and successfully working with all kinds of people and personalities each day. Ultimately, you need to display that you are able to navigate gracefully and effectively.
Answer Example
"I am very accustomed to working with a wide range of personalities given my customer service background. I actually really enjoy getting to meet and work with many different kinds of people, so this is a bonus for me. I find that it helps me better understand how to connect with others, so I view even difficult interactions as learning experiences that will help me improve at my job."
22. What do you dislike the most about working in a call center?
How to Answer
Your interviewer might ask you a question that catches you off-guard, like asking what you dislike about your job. This is a way for them to see how you respond to difficult topics and react under unexpected pressure, which will be key in your role in a call center. Prior to your interview, practice a series of questions with a friend or record yourself so you can collect feedback on how you respond. Know that an interviewer can always throw in an unexpected question, so focus some of your practice on how you react, not just on what you say. Remember that, overall, you want to keep the tone of your interview positive.
Answer Example
"I'll actually start by sharing what I like most, which is the opportunity to interact with lots of people each day. What I like least is actually how little I feel I get to interact with my actual colleagues. I enjoy building rapport with coworkers, though it can be difficult to find time to connect in our line of work."
23. Why do you want to work for our company?
How to Answer
It is always a good idea to research a company before any interview for a number of reasons, particularly in anticipation of this sort of question. Interviewers want to see that you are genuinely interested in their company and want to work there, and it helps for you to show you've done your homework. You will also be better equipped to personalize your responses and speak from a place of greater understanding and authenticity if you know what the company is all about. When preparing a response to this question, consider sharing your career goals and how working with that company will help you get there.
Answer Example
"I've been following your company for a few years now, and I am regularly impressed by the accolades you receive in the community for your quality service. My professional goal is to become a leader in the industry and ultimately manage a team. My skills and experience would be a great asset to this particular position, and I believe that I can continue to develop professionally and work towards my goals under the direction of your award-winning leadership."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
- Good place for growth
- Diverse, LGBTQ Friendly"
Amanda's Feedback
24. Tell me about a time when you demonstrated a great deal of patience on the job.
How to Answer
Your interviewer will likely ask you a variety of experience- and situation-based questions to get an understanding of how well you respond to common challenges on the job. Maintaining a level of patience is a must in a call center, so you'll need to prove to your interviewer that this is something you can comfortably navigate. Be prepared for a question like this by outlining a few examples in advance - that way you'll be able to jump right in with a powerful response without scrambling to think of a good example.
Answer Example
"Patience is a must in customer service, and I honestly find myself needing to exercise patience just about every day. During one instance in particular, I was working in a call center for a large retailer, and a customer called to place an order over the phone. Some of our more old-school customers preferred calling instead of ordering online, so I was ready to help and pulled up our ordering system. It turned out, they only had about half of their order decided. I patiently answered all of their questions regarding the items they had not yet decided on, from fabric to sizing and so on. I did my best to answer all of their questions while keeping the conversation on track. Ultimately, we were able to complete the order, and thanks to my patience the customer had a great experience."
25. How do you handle an angry customer?
How to Answer
As with any customer service position, your interviewer will likely ask you a variety of situation-based questions to get an understanding of how well you respond to common challenges on the job. With a question like this, your interviewer wants to see that you are capable of handling an angry customer with poise and a sense of calm while continuing to adhere to company policy. When responding to this question, you may either use an example from your own experience or simply explain how you would handle it - just be sure to demonstrate that you understand this happens and you don't take it personally.
Answer Example
"Angry customers are part of the job, so the first thing I do is remind myself not to take it personally - otherwise the day will wear on you quickly! I find it best to hear them out fully when they first call so they know that they are being heard. Then, I'll apologize for any inconvenience and immediately work to resolve whatever the issue is. If they interject and become increasingly aggressive, then I will let them know that I will do everything in my power to support them with their issue and ask that they work with me to help us come to a solution faster. Most customers just want to know that we are listening and really want to help."
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
ACTION: apologized to him: “oh sir, I am sorry I should have asked you first”. Explain that we closed at 9 pm, and make an exception this time. Then, I called the manager that I would stay with the customer till he finished.
RESULT: customer finished the food in the restaurant. The manager commends what I did and gave me overtime pay. Also, the manager realized this potential problem and changed rules that would not close until the customer finished."
Amanda's Feedback