8 steps to be a call center agent

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 You’re 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 grad’s 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 it’s 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. There’s 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 don’t matter in the call center world. This is a great thing because you are not discriminated even if you don’t have a diploma or you’re 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 PayWhile 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 DiscriminationIf 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 TrafficThe good thing about working at nights is that I don’t 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 BenefitsAnother 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 don’t even make them. Fifth Advantage of Working in a Call Center: Low Work VolumeIf 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 don’t 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 CodeDress 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 wouldn’t 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: PrestigeAlmost 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 aren’t 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#.VPQjDfmUdyEFirst Disadvantage of Working in a Call Center: Work scheduleThe 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 you’re 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 DaysFor 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 everyone’s home on Saturdays and Sundays and you’re 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: StressCall 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 WorkThis 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 changeOne 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 one’s social skills especially if you don’t have a lot of it.Sixth Disadvantage of Working in a Call Center: You are an Avaya SlaveWhat 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 won’t 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 AgentBy 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, good-looking 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 May 13, 2014 Call Center ManagementTop-Qualities-of-a-Successful-Call-Center-Agent

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, it’s 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 agent’s 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 brand’s philosophy.

They should know when they can’t 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 customer’s 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, isn’t 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 customer’s 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 customer’s 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 isn’t 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 won’t 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 it’s also definitely still worth mentioning. Because an agent’s job is to communicate with the callers, they should have top-notch communication skills. But communication doesn’t 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 can’t 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. It’s also important to the callers themselves. They don’t 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. It’s important that they’re creative because it’ll help them meet caller’s 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 you’re looking to hire. Also, just because some of your current agents don’t possess all of the skills of a successful call center agent, doesn’t mean they won’t 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 PurposeAnswer 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

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

Outbound Call Center Job Description

General PurposeInteract 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 you’re 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 I’m 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.


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 it’s a sales account, instructing callers if it’s a technical support account, etc) or the people working in call centers. This call center interview question would only be asked if you don’t 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: I’d 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.


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.


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 don’t want to say that you don’t have any as this will make you look egotistic. So make sure to be prepared to come up with at least one weakness which isn’t too negative. Examples of weaknesses which aren’t 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 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 make me qualified to work in a call center.


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.


In answering this call center interview, simply cite the company’s 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.


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. You’ll 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 don’t 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.


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 don’t 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.


In this question, the interviewer wants to know if your goals in life are in line with the company’s 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.


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.


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.


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 don’t 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 won’t 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.


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. Let’s 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 don’t have a chain of thought and can make you feel less confident. Try to sprinkle your response with some fillers though. If you don’t 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 won’t 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 you’re 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 haven’t 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 can’t 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 don’t 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 you’re 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, don’t forget to shake that person’s 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 you’re nervous and you are probably losing hope already. But pray to God and remember that there are numerous call centers out there. If you don’t 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 didn’t 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 you’re 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 company’s policies and can redress the customer’s 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 there’s 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 doesn’t 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 won’t 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/

8 steps to be a call center agent

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