MOST FREQUENTLY ASKED QUESTIONS IN CALL CENTER INTERVIEW

There are some question that are frequently asked when one goes for call center interview.
You will feel very comfortable when you read this post because this is all my experience and write down all practical questions that one would face in interview.
please give feedback for improving my post.
General Packet Radio Service (GPRS) is a packet oriented Mobile Data Service available to mobile users of Global System for Mobile Communications. GPRS has several unique features which can be summarized as: Theoretical maximum speeds of up to 171.2 kilobits per second (kbps) are achievable with GPRS using all eight timeslots at the same time. This is about three times as fast as the data transmission speeds Possible over today fixed telecommunications networks.

Q2: English word “Return and back” both have the same meaning. Can we use both words together? Returned back?
Both words have almost same meaning but according to sentence nature both words are used on different sentence. Some time these two words can be used together because “back” is at the same time noun and we can say I will return at 6 pm back. Now the return back shows the returning to destination. 
Q3: How to make a positive impact on the customer?
Customers have only concern with their problem and the product or service that they are going to purchase so make them satisfy by solving their problem, solving their queries. Speak softly with customer and realize that he is always right and whatever he wants we will provide him. Do not abuse customer at any cost. Do not allow customer too much wait and do not put customer on hold for long time.  
We have to follow the simple steps;
·         First we have to understand the query of the customer.
·         We should listen to the problem of the customer patiently.
·         Solve their problem as soon as possible.
·         Never make them irritable with our response as making hold on longtime.


Q4: Please detailed explain BPO?
Business processing outsourcing, It is a business practice that involves the astringent of the actions and tasks of specific functions to a third party.
BPO is mostly divided into two types:
·  Back office outsourcing means inside business functions like human resource, finance, Accounting, operations.
·  Front office outsourcing means customer related service like customer care center or call center.
Q5: Very frequently ask question at the start of interview?
There are some question that generally ask during he call center’s interview
·         Tell me about yourself?
·         How would you define call center?
·         Why you select call center industry?
·         What is your expectation salary?
·         Are you available to do the job in any shift (i.e. day, Night shift)?
Q6: Who is Team Leader in Call Center?
A person who leads the team in call center is a team leader. Team leader is person who motivates his team at every stage.
There are some duties of Team Leader:
·     Check daily performance of each member of his team. Like attendance, shift and break adherence, AHT, occupancy rate, Quality and feed back of customer about that member.
·         Gives them feedback and proper instruction of area of improvement.
·         Interacting with back end and troubleshooting unsolved issues through mails or trunk calls.
Q7: If your customer is a Blind Person, them how will you explain him red color?
This is generally asked question to check the analyzing ability of interviewee that how much he can understand the customer problem.
Remember the characteristics of red color violence, arrogance, anger, negatives, unacceptability. Try to explain the customer the situation of anger. Rose is also have red color I will put one rose in his hand and tell him to smell it and feel it. So if every time he heard the color red he will remember that it is like a rose and its color is red. He only lost one sense but still he has the four senses. 
Q8: What is the abbreviation of WNS?
WORLD NETWORK SERVICE
Q9: What is CDMA?
CDMA stands for CODE DIVISION MULTIPLE ACCESS. It is more secure technique in mobile communication over GSM. It assures more speed of data over network in standing and moving position as well. The frequency range is also wide. A specific code is assigned whenever call is made and all data is multiplied by that specific code and the receiver have the same to divide coded data to decode.
Q10: What is backend?
A back-end database is a database that is accessed by users indirectly through an external application rather than by application programming stored within the database itself or by low level manipulation of the data (e.g. through SQL commands).
A back-end database stores data but does not include end-user application elements such as stored queries, forms, macros or reports.
Q11: What is Inbound and Outbound process? 
In inbound process we just satisfy the customer and solve the queries and problems related to our company and mostly customer contact to the company and ask their problems.
In out bound process we just make call to the customer and selling the company products.
Q12: What is the Definition of Quality in Call center industry?
Quality is a factor based on conservation with the customer. It includes good knowledge of productivity, active listener, opening and closing script, good communications skills and probing solving skills also.
Q13: Tell me your knowledge about call center?
Call center is an organization, which comes under BPO. Call center is a place where we communicate with customer through telephone. We make sales, collect data, and make surveys. Call center has ability to handle many calls at the same time with professional and experienced CSR’s. There are different types of call center such as Inbound, outbound, sales, insurance, etc.
Q14: What is your Salary Expectation?
Salary is not the main concern but is I want to work with your esteemed company and want to make career in this organization so the Salary can be negotiate. My main concern is learning, experience and knowledge. I want to improve my communication skills and want to understand the customer nature and style that will help me in my future career.

Q15: One girl has a blind, deaf, dump and she is uneducated. One boy loves her. He want to propose her “without touching” how he will propose?
Express his live by doing thing that would feel the girl about love. Giving red rose, food, flowers and care will realize that someone loves her.

Q16: What will you do if you are not selected for this Job?
Success and failure are both important part of our life. If I get rejected, there is definitely some weaknesses that I must have to overcome for my future so I will overcome my all mistakes and will get ready for next interview. I would like to know that what my mistakes are.
Q17: If interviewers asked to speak on some topic, then which topic is better to choose?
This is the thing that goes in your favor because you better know about your knowledge. SO choose your most favorite topic and just speak because interviewer just wants to know about your fluency in English. But better thing is that tell him about your abilities, qualities, interests, knowledge this will tell him more about you and make him impressive by your proper grammar and pronunciation....All the best
Q18: Create an email to the customer for the damaged mobile phone... what is the answer req. in this mail?
Dear customer,
as per company policy as to warranty per se we can replace damaged mobile phone within the specified date of purchase
thank you for patronizing our products

for your queries and concerns please contact as these numbers #####

thank you have a nice day!!!!

Q19: when can you join?
This question ask for checking your availability so your are going for work so say I am ready to work right know. This answer will explain the interviewer that you are motivated, energetic and enthusiastic about your work. 
Q20: What are your career objectives?
To work with demanding environment this provides me the generous opportunity for learning and growth. My career objective is to make my career and get the good designation in the organization with giving the 100% efforts towards my job.

Q21: What is your achievement?
Think about whole your past life and tell him every single achievement that you achieved. Think of the actions that took by you to achieve the goal. Tell him about every single step that you have taken for achieving the objectives.

Q22: What is your greatest strength?
Tell him about your strengths.
Q23: How long do you want to stay with us?
As I came to know about this organization I know it provides the healthy atmosphere for learning as well as for working, this is the only organization which use to appraise their employee at regular time interval so I don’t think would be quitting this organization.


  

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Online Marketing Blog: MOST FREQUENTLY ASKED QUESTIONS IN CALL CENTER INTERVIEW
MOST FREQUENTLY ASKED QUESTIONS IN CALL CENTER INTERVIEW
Question that are frequently asked when one goes for call center interview.
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