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General Interview Questions!

Regardless of the industry or job title, all job seekers will likely encounter the following interview questions:

1. Tell me about yourself.
This question is usually the opening ice-breaker. Take this time to highlight your accomplishments, strengths and previous job experience, while also mapping them to some of the specific desired qualifications outlined in the job description.

Be professional, but also show some personality. Beyond your experience and skills, interviewers are also trying to determine if you’ll be a good cultural fit.

2. Why did you leave your last job?
Honesty is definitely the best policy here, but avoid disparaging your former employer. Some great responses could be:

- I wanted a new opportunity where I could learn new things and grow my career, but also where I could work more directly with people.
I wanted to find something more challenging where I could perfect and develop new skills.

3. Why do you want to work for our company?

Interviewers want to understand your career intentions, as well as know if you’ve done your company research. Share something you’ve learned about the company’s mission, values or reputation, and tell interviewers why it’s important to you. Your response could sound something like this:

- During my research, I discovered that your company really values training and ongoing learning for your employees, and as someone who loves to learn new things and be challenged, this is important to me.

4. What are your strengths and weaknesses?
Once again, match your strengths to the preferred skills and qualifications in the job description to reinforce that you’re a strong candidate. When it comes to weaknesses, look for ways to turn them into strengths. For example, you might say:

- One of my greatest strengths is my ability to learn fast on the job and teach myself different skillsets. And while I don’t have much experience in customer service, I think my ability to learn will help me overcome that obstacle quickly.

For more ideas on the skills you should highlight, check out the seven skills we believe every call center agent should have.

5. What questions do you have for us?
This question not only gives you the opportunity to learn more about the position and the company, but also the ability to promote your skills and desire to become a part of the team.

Compile a few questions while doing your company research. Some questions you may want to ask, as well as some potential follow up responses, are:

- What would a typical day look like for me?
Response: I’ve been exposed to both structured and unstructured work environments, so I feel like I can easily adapt to this kind of work day.

How many people would be on my team?
Response: I’ve been a part of both small and large teams, so this seems like something that is right up my alley.
What does your timeline for hiring someone look like?
Response: That sounds great. I’m available to start in two weeks.
For more general interview questions and tips, Read 14 Commonly Asked Job Interview Questions & How to Answer Them.

For Call Center Agent Job Seekers
Whether this would be your first or next position as a call center agent, you can expect many of the following questions:

6. What’s your idea of a call center?
If you have no previous call center experience, interviewers will use this question to gauge your familiarity with the call center environment. Use this opportunity to not only highlight the actual function of a call center, but also the role call center agents play in providing quality customer service.

You should also pay special attention to what kind of call center you are applying for. Inbound call centers field the customer calls placed towards a business and your time will be spent addressing customer questions and concerns. Whereas in outbound call centers, you will be responsible for dialing customers and prospects to collect survey responses, schedule sales demonstrations, perform telemarketing, and more.

For example, if you’re applying for a customer service call center position, your answer might be:

- To me, a customer service call center is the frontline of all customer interactions. It’s the job of call center agents to listen and understand customer concerns while also providing helpful information. At the end of the day, customer service call centers need to create satisfied customers with every call.

7. Why do you want to work in a call center?
Illustrate your knowledge of a call center’s atmosphere and the unique demands you’ll face in the position. For example, you could say:

- I’m excited to work in a fast-paced environment that will challenge me to use all of my skills to solve problems and improve the customer experience. I love flexing my communication skills and interacting with customers.

To learn a bit more about what it’s like to work at a call center, read our answers to the six most common questions job seekers have about working in a call center.

8. What is your idea of quality customer service?
Interviewers want to know what you think quality customer service is and how you would deliver it. Your response could sound something like this:

- My idea of quality customer service is being able to provide customers with friendly, professional service that not only solves their problems or answers their questions, but also leaves them feeling satisfied with the service they received.

9. How would you handle a call from an angry customer?
Angry customer calls are a reality for any call center. Tell interviewers the steps you would take to de-escalate the situation and solve the problem. Be detailed in your response and emphasize that staying calm and empathetic during the call will be key to coming up with a solution the customer will be happy with. For example, you might answer:

- I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.

10. Are you able to work with multiple phone lines?
If you have previous call center experience, answering yes to this question should be easy. In addition, tell interviewers how many calls you handled during a typical day. For those without previous experience, highlight other positions that required multi-tasking skills. A response might be:

- While I haven’t worked in a call center previously, I have juggled customer service while I was working in retail. Handling multiple customer returns each day involved a lot of multitasking with our inventory system, communicating with the customer, and accessing our POS system.

DO’s and DON’Ts During the Interview

● Dress nicely
● Come in on-time
● DO NOT speak in Tagalog, no matter what
● Talk slowly if you have to watch your accent and grammar
● Maintain eye contact
● Sit upright, DO NOT slouch
● Be confident and authentic
● Own your answers by using the word “I”
● Acknowledge mistakes (if any) and correct yourself It is a plus point)
● Ask questions to show that you are really into the job
● Smile (even if you are having a bad day)

Do’s Before the Interview

● Sleep early
● Read English magazines/books
● Watch English movies/series
● Listen to English radio stations
● Ask someone to converse in English with you
● If no one is available, speak English to yourself as a practice
● Record your practice conversation (if possible) so you can listen to yourself and know where to improve

Most Asked Questions with Sample answers

1.)Why do you want to work with us?

-I do believe this company can help me very well not just for experience but also for my development and career.

-This company is very competitive i love the challenges the job bring and i believe this is where i will get the best career opportunities

2.) Why we shouldn't hire you?

-There is no reason why you should not hire me because of my work experiences, educational foundation and above all, with my good working and personal qualification.

-You should not hire me if you're not looking for a employee who is willing to do his/her best.

-Simply if you are looking for someone that does not value his job and has a problem with absentism well im not that kind of person im very much dedicated to work and definitely you can rely on me when it comes to attendance.

3.)Why we should hire you?

-For I am passionate of this position where I am comfortable to work with perfection no matter what I am going through.

-You should hire me because the qualifications and experiences I have fits for the position I am applying for

Interview Question:

4.) How do you see yourself 5 years from now?

Seeing myself five years from now is really hard for me to say but I can guarantee you, I will do my best in this role to have a wonderful career on your team through your leadership and when the time comes I would like to see me as a future leader of the company.

I can clearly see myself five years from now I'd still be working in this company.Maybe in a much higher position if there's any that fits for my qualification and of course,if this company still needs my service.

Interview question:

What is the importance of having a second language?

- it can be a way for people in different places to understand each other.

- second language is important in understanding other people, since English is the international laguage, some people will use English as their second language. Being fluent in English language, helps us to understand in what we are trying to sa. Second language unites every nation, making our communication or conversation easier and understandable.

Interview question:
Why do you want to apply in BPO?

- aside from having a good benefits and high salary. I haven't seen any discrimination in this industry. They give equal opportunitiesband treatment to every employee. BPO companies don't judge their employees based on their gender, physical appearance, age, or religion. They value the hard work and good perfomance of their employees and I think because of that, it will become a motivation for me more to give my best and showcase my skills on this field.

- I would really want to work in a fast-paced environment that will challenge me to use my skills, to solve problems, and improve customer experience. I love to showcase my communication skills and interacting with customers.

- I chose BPO because I know, I can expand my knowledge and capabilities about having a Good communication skills, which can help me improve my skills. Also, they offer generous amount of salary that is enough to sustain the needs of my family. Im addition, I am earning while learning and that would be the advantage and benefit that I can acquire as an employee.

How do you deal with technical issues?

- It would depend on the situation. For example, the tech. issue is about the T. V. that was purchased by the customer, and he or she could not follow the manual instructions, then you can help them on how to operate the T. V.

You should give them clear instructions (step by step). You have to ask the model or brand of the T. V. that they have purchased, search it on Google so that you will be able to help your customers'.

- Never assume,
Be specific,
Set proper expectations,
Ask questions,
Give instructions (step-by-step)

- Clarify the issue by asking questions.
Ex: Mr cx if I got you correctly, you are having issues with your mobile data, am I correct?

Then, acknowledge the concern, and make sure to give assurance that you are there to help them. Advice customer that you are going to ask them couple of questions for troubleshooting purposes. Afterwards, give them step-by-step troubleshooting guide. Lastly, educate the customer on how to do basic troubleshooting.

Interview queston :

What is the difference between empathy and sympathy?

Sympathy acknowledging one' s emotional hardships meaning you can tell someone that you feel sorry for while empathy means not only acknowledging someone's emotional hardships but you are spontaneously moved to provide comfort and assurance that you completely understand what someone is going through because you had experienced it yourself.

Empathy is the ability to share someone else's feelings while sympathy is a feeling of support for something

Interview question :

What is the difference between change and improve?

Change means to replace something into something new. While Improve doesn't involve a complete change. It just need to make something better than it was before.

Change is the act or instance of making or becoming different It could be positively or negatively, you can change for the better or for the worst while improve is more on the positive side because it means an instance to make or becoming better, it exhibits growth or development

Interview question:

Do you believe that customer is always right?

I dont believe in that saying, because some customers will abuse the service that you can give, some customers will disrespect you and belittle you, but as we all know customer has their right to complain if they encounter some problems about our product which we can help them resolve their issue about our product. And we can make them feel valued by respecting them and understand why they are compalining about the product. And we should treat them right.

Yes , because if there is no costumer there is no costumer service thats why we need to provide what they need , be patient and give your 100% best to stay calm and think a soultion to there concern.

Interview question:

What is your ideal working environment?

I prefer with a clean environment and sorround with optimist people as my team so that I could work more freely and confidently to be able to do the work fast and well done.

Sample Interview Questions with Answers

1. What is customer service?

- Customer Service is the way of doing the best & excellent which us above the expectation of someone just to meet the satisfaction of the customers regarding to their concerns and giving the best solution to the customer's complain.

- It is the act of taking care of the customer's need by delivering professional, helpful, high quality service and assistance to them.

2. What do you understand by "EXCELLENT CUSTOMER SERVICE"?

- An excellent customer service is providing brilliant solution and exceeding the customer satisfaction. Going extra mile in assisting customer is a plus to keep them coming back. I make sure that all of my caller's concerns are resolved on their first call by doing things right.

3. What is your idea of a call center?

- My idea of a call center is that it is a place where people take calls from customers and deliver superb customer service experience.

4. What makes you qualified to work in a call center?

- Well, I can say that I am qualified to work in a call center because I possess a qualities which makes one a good call center agent. I am very flexible; I don't 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 makes me qualified to work in a call center.

5. Why do you want to work in a call center?

- I'd like to work in a call center because I believe that I have the skills to match the ones needed for this job. BPO is the best industry where I can showcase my skills and ability. A platform that gave equal opportunities for graduates ,undergraduates and even young and old people. An industry where I find no discrimination and addresses everyone's talents and characteristics. I'm pretty sure to myself I'll be proud to be a member of the family.

Interview Question:

Why your are interested to join in our company?

-Being a newbie in the BPO industry, I want to start my first job in a company wherein they give importance to the welfare, improvement, and well-being of their employees. And I learned that your company provides all those and beyond to all of your employees.