Nail your next Call Centre Interview

So you’ve applied for a Call Centre role, what happens next?

Phone screen: Many recruiters/employers will contact you via phone. You may think they are calling just to ask qualifying questions, but make no mistake, they will use this as the first opportunity to listen to how well you communicate. Talk clearly, confidently and always be polite.

You will also be asked if you have the ability to work in the country, if the hours needed are suitable, your availability (possible start date) and when you can come in for a first interview. Be prepared with answers to all of these.

Ask about the dress code: Aside from your CV, this is your first opportunity to make an impression. Tell the recruiter/employer that you would normally wear corporate attire (business corporate) to an interview and ask if that is ok. Many Call Centre’s have a casual dress code but it’s better you ask. If in doubt always wear business corporate. You can get away with being overdressed, but rarely will you succeed if you turn up underdressed.

Know the pay: Ask about pay (you can ask the recruiter/employer during the phone screen if needed). You don't want to be asked about salary expectations, only to low ball yourself out of money.

Be on time: People underestimate the power of good timekeeping. When hiring for a Call Centre, being punctual is high on our list of things to look for. Get to your destination a good 30 – 40 minutes early, find somewhere close to relax and go over any notes you may have. Turn up between 10 - 15 minutes before the interview starts, no earlier, no later. If you are late (DON’T BE LATE), make sure you contact the employer or recruiter at your first possible convenience. Apologise profusely and explain your reasons (hopefully it was outside of your control). Reassure them that you know the importance of being punctual and that it won’t happen again. Be genuine!

Strong handshake: If you are meeting someone for the first time, you want to make a GREAT first impression. Have a confident handshake and smile. Be the most considerate, polite person they will meet on the day.

Group Interview – Group interviews are quite common in the Call Centre world. This is where all the candidates come in at the same time, to sit through a short company/job presentation (take this time to listen intently and create questions regarding anything you find interesting). A group activity may follow, this could be a range of different things but know this, the group activity is for observation. We do this to watch how you interact with the group and to see if you are a team player. Don’t try the win at all costs angle, but try to be the most helpful and collaborative. Take control but involve and encourage others.

Feel free to opt out: At this stage, you have an idea for what the company is about and what the role consists of. If you strongly feel that you are not suited or don’t want to continue, feel free to let someone know. Take it from me, I’d much rather you tell me you’re not interested instead of wasting both of our time. I’ll respect you for your honesty and you will get the rest of the interview time to continue looking for a role that will suit you.

Role Play: The role play is generally a mock scenario of an outbound or inbound call. You may be be given a script or some information to help you prepare. I cannot stress how important it is you listen to what your employer/recruiter wants from you during this activity. I generally request creativity and great phone manner. Use the material provided and highlight all the important points. It’s imperative you don’t sound too scripted so really get to understand the product you’re selling or situation you will be in. If you get stuck mid call, get creative, say something, even if it’s just to distract the customer whilst you think up what to say. Example: “Oh I’m sorry, I will answer that in just a moment, my computer seems to be having some technical difficulties….”

One on One interview : The one on one interview will contain standard generic interview questions, but it could also be the time the recruiter/employer will ask you questions specific to your CV. As an example. “I see you have had 3 roles in the last year, can you let me know why you seem to move about so much?”. Pre-empt these questions by looking for weaknesses in your CV and come prepared with answers.