You’re about to interview for a call center job. What are the most common questions you should prepare for?

1 Why do you want to work in a call center?

This question is meant to test your motivation and interest in the call center industry. You should show that you understand the benefits and challenges of working in a call center, and that you have the qualities and goals that match the employer's vision and values. You can mention how you enjoy interacting with customers, solving problems, learning new things, or working in a team. You can also highlight any relevant experience or skills you have that make you a good fit for the role.

2 How do you handle difficult or angry customers?

This question is meant to assess your communication and problem-solving skills, as well as your ability to deal with stress and emotions. You should demonstrate that you can listen empathetically, apologize sincerely, ask questions to understand the issue, offer solutions or alternatives, and follow up to ensure customer satisfaction. You should also explain how you manage your own emotions and cope with pressure. You can use the STAR method (Situation, Task, Action, Result) to give a specific example of a time when you handled a difficult or angry customer successfully.

3 How do you deal with multitasking and distractions?

This question is meant to evaluate your time management and organizational skills, as well as your adaptability and focus. You should show that you can prioritize your tasks, use tools and systems to keep track of your progress, and switch between different channels and platforms efficiently. You should also mention how you avoid or minimize distractions, such as noise, interruptions, or personal issues. You can give an example of how you multitasked and stayed focused on a busy day at work or in a previous job.

4 How do you measure your performance and improve your skills?

This question is meant to measure your self-awareness and commitment to learning and development. You should show that you have clear and realistic goals, that you monitor and evaluate your performance regularly, and that you seek and act on feedback. You should also mention how you identify and address your strengths and weaknesses, and how you learn new skills or update your knowledge. You can give an example of how you improved your performance or skills in a specific area or task.

5 How do you work in a team and collaborate with others?

This question is meant to check your interpersonal and teamwork skills, as well as your attitude and culture fit. You should show that you can communicate effectively, respect diversity, support and cooperate with your colleagues, and contribute to a positive and productive work environment. You should also mention how you handle conflicts, disagreements, or misunderstandings, and how you resolve them constructively. You can use the STAR method to give a specific example of a time when you worked in a team and achieved a good outcome.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?