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Call Center Job Interview Tips

by Alohagems

Last updated: 08/24/2011
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The Call Center

Interviews are truly nerve racking, especially, if you have to express yourself in a second language or be grilled by the Interviewers. There are several kinds of Interviews and Phase that we are going to discuss, but, let me tell you that I wrote this article, especially, for Call Center job applicants. How is it different from other jobs? Well, I guess, when it comes to the process, since, Call Center agents are considered as front-liners of the company. They have to be much strict when it comes to their guidelines and requirements. According to our company's statistics, out of 100 applicants, only 3-5 gets the job. I just hope that this kind of standard is implemented on all Call Center's around the world.
Image: World of Communication by prawny_globes

Let's also put in mind that the main reason why Employers will consider you for the job is because, you can communicate well and you have customer service skills. Have you ever called Technical Support or Customer Service hotline and you can't understand the person on the other line? It is really frustrating, right? Aside from the wait time you had to endure, then, someone from outer space will just ruin your day. So, if you don't have an excellent communication skill, I suggest that you polish it first, and then come back. You don't want to look stupid during the whole interview experience, otherwise, it will be just a bad experience for your, and for your Interviewer. Remember, this is your time to shine!

3. Actual Interview
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1. Submission of your Resume

If you are applying on-line, I would suggest that you apply in one or two companies at a time.

Don't send your resume to any company that you see on the Job seeker's website. This is just unethical and a very desperate move. It would be advisable to review the background of the company first, the ethics and etc. Get more information about the company, and take your time in researching. Carefully pick the best company where you really want to work for. Don't be in a hurry. Because, during the Interview the company will ask you what you know about them or how did you know that they have job opening. Don't go underdog, plain and simple.
Image:cv corporate by joingatephotography

2. Phone Interview

This is just applicable, if you applied on-line.

A trained Recruitment Specialist will contact you, usually, within 24 up to 48 hours after you send them your resume. It's better to write on your online application the best time they can reach you. Make sure that you are prepared Interview questions on the phone. Usually, they will just ask you about the things you wrote on your resume, and some, basic Interview questions. If you get lucky, you will be asked to apply in person. If not, they usually say that they will keep your resume for future reference and you can re-apply after 6 months. Don't be sad, try applying in another company.
Image: black telephone icon by Tomaniac

3. Actual Interview

Since you already have an appointment from your phone interview session with them.

Prepare for an actual Interview. Wear your best attire; you can't go wrong if you go for business casual. For Male applicants, a pair of trousers, and long sleeves and tie will work. For Female applicants, skirt paired with coordinated blouse. For both Male and Female applicants: Wear light perfume or cologne, cut your nails, fix your hair. Dress not to kill, but, dress for your Success!

First phase of the Interview
Usually, they'll ask you about the things on your resume, hobbies, daily activities and etc. Then, they will ask you to read a paragraph or two. From there, you can easily get eliminated, if you don't even know how to read. Don't be nervous, relax and learn from this experience.
Second phase of the Interview
Most of the time, they will ask you to take written exams. Usually, under time pressure, maybe 15mins only. After you take it, they will run it on their automated machine, and you'll get the results a few minutes after. They will tell you if you qualified for the next phase.
Third phase of the Interview
Call Simulation or Mock Calls will be next. It is a computerized exam that gauges your Customer service skill, Typing Skill and your overall Communication skills. On Call Simulation, you will hear a recorded conversation, you will type in the Order or you will select the correct answers on your screen. On this phase, you have to pass it, for you to be qualified for the next Phase.
Fourth phase of the Interview
Panel or Manager's Interview, usually, this is what we call the grilling session. You just have to relax, take a deep breath before answering a question. Don't be arrogant, and avoid surrogates or fillers like "ahhhh..", "uhmmm", or "you know!"%u2026 Because, they can easily see if you are just memorizing your answers, or making it up. Interviewers are not dumb, usually; they are on the Managerial level. They are much trained to filter out applicants like you. This phase is not something that you should be afraid of, because, if you make it on this level, then, you are almost there. Try to establish good impression by entering the room with a happy face and a warm shake hands.
Fifth phase of the Interview
This last and final phase is usually when the job offer comes! This is your time to deal with the Managers and agree with the salary and benefits, before the contract signing. Now you have the power to either reject the offer or accept it. It's best that you ask friends or people who work in a Call Center to give you an idea how much the salary would be. As of this writing, here in the Philippines. If you don't have a Call Center Experience, salary will range from 13-15,000PHP as Basic Pay, plus the Allowances and Incentives. For people with Call Center experience, usually it would be 17,000-25,000PHP Basic Pay, plus the Allowances and Incentives.

Call Centers For Dummies (For Dummies (Lifestyles Paperback))

by: Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson

Call Center books

Call Center Hands-Free Headset + Adjustable Volume + Mute Control with Comfort Fit Headband for NEC Aspire Nortel M2616 M3904 Plantronics A100 T10 T20 T100 S11 S12 Aastra Telecom Shoretel Avaya Telephone

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