15 bank interview questions and answers

1. Why should we hire you as call center? For this question, you should have to show you are the best candidate for this position andalso still need to provide your realistic answers. You are confident to say that how yourpositive working attitudes will help become an excellent call center employee after threemonths of work. Keep in mind that you should take full advantages of using informationsource from websites, flyers, pamphlets of the company that can be related to training andcertifications, in order to prove your interest and knowledge as well, and provide realistic yetconservative answers in this question. 2. What does Customer Satisfaction mean to you? It means that how you should have to do in order to deal with customers in a proper orpositive way. Each customer has different preference or demand so the key task of a callcenter employee is what he/she must make for a variety of customers to understand that theyare also take care of their problem.In order to penetrate into customers psychology and preference, you need to create customercare service and assist him/her in accordance with their requirement and satisfaction. It ismuch better to make customers to be aware of their problem. 3. What are the works of Team Leader in Call Center? Leader needs to have motivation to take care of the team. Should check on daily performanceof each team member including shift, ring time and quality of work. Then give themfeedback on area of improvement and tracking attendance, monitor nice or remote calls, takeescalations and team meeting, and update new information on floor. This will give agents ahand? Or team members can enfold the calls soon keep the AHT group and SL corporation. In addition, detect potential or excellent players in the team and out layers. Provide importantout layers and should not neglect good performers. Before or after working shift or whenthere are not leaders presence, give an opportunity/responsibility to the good performers tocheck the out layers performances. Interact with back end and troubleshoot unsolved issues through mails or trunk calls. So thatperformance will not decrease. 4. What do you enjoy about working in a call center? There are some sample answer for this question: I really enjoy the pace of call center work. I always would like to face challenges and liketo truly stay busy. Keeping communication with many people is my habit. The team members friendliness and the pace of working in call center attract me for alltimes and make me a working motivation. Working in a call center is great opportunity for me to pursue current goals and orient long-term career. 5. What experience do you have in this field? Answer tips Speak about specifics that relate to the position you are applying for. If you do not havespecific experience, get as close as you can. If you are being asked this question from your employer then you can explain yourexperience. Tell the employer what responsibilities you were performing during your job.You can tell what programs you developed and what modules you worked on. What wereyour achievements regarding different programs.

Answer sample I have been working with computers since 2001 I also have a degree in networksupport/computer repair. I have built my last 3 computers, have work with Dell as anemployee. So I have around 15 years experience working with computers.

6. What have you done to improve your knowledge in the last year? Answer tips Try to include improvement activities that relate to the job. A wide variety of activities canbe mentioned as positive self-improvement. Have some good ones handy to mention. Employers look for applicants who are goal-oriented. Show a desire for continuous learningby listing hobbies non-work related. Regardless of what hobbies you choose to showcase,remember that the goal is to prove self-sufficiency, time management, and motivation.

Answer samples Every should learn from his mistake. I always try to consult my mistakes with my kith andkin especially with elderly and experienced person. I enrolled myself into a course useful for the next version of our current project. I attendedseminars on personal development and managerial skills improvement.

7. What experience do you have in this field?/Do you have any actual work experience? Answer tips Speak about specifics that relate to the position you are applying for. If you do not havespecific experience, get as close as you can. If you are being asked this question from your employer then you can explain yourexperience. Tell the employer what responsibilities you were performing during your job.You can tell what programs you developed and what modules you worked on. What wereyour achievements regarding different programs.

Answer sample I have been working with computers since 2001 I also have a degree in networksupport/computer repair. I have built my last 3 computers, have work with Dell as anemployee. So I have around 15 years experience working with computers. 8. What have you learned from mistakes on the job? Answer tips Here you have to come up with something or you strain credibility. Make it small, wellintentioned mistake with a positive lesson learned. An example would be working too farahead of colleagues on a project and thus throwing coordination off. Everyone makes mistakes, of course, but some companies are more willing to learn fromthem than punish those involved.Youve learned that when you do make mistakes, someone is usually disappointed in thechoice you made, but you have to figure it out for yourself, they might help you decide whats right and what ss wrong, but youll be the decider on which you choose. Youve learnedthat people do care about you, and to not do it again if you dont want to.

Answer samples Every one makes mistakes but only few people can realize there mistakes and they dontwant to repeat those mistakes again.. I am the one in those few people, I dont want torepeat the mistakes which had done by me in my job/work. 9. What are your career goals? 1.The reasons of this question: This question will test your ability and ambition to develop yourself as well as the ability toplan for the future. 2. Levels of career goals: You are not sure about your goals, then answer: Im rather busy with my dutie s and goals ofthe Company; as a result, I havent focused much on my long-term personal goals. You have goals not or very little relating to the current job: For example, you are applyingfor a sales manager, but your career goal is to become the head of marketing department inthe next 5 years. Current job oriented career goals: For example, you are working as a sales manager, yougoal is to become the area sales manager in the next 2 years and in the next 5 years, you willbe the regional sales manager.

3. Career goals tips: a) You can state some of your goals as following: Study for an MBA certificate or other degrees Become specialist in the sector Get to the title of XYZ something.Note that long-term goals must be set for the next 3-5 years.

b) When you have identified your goals, you need to answer the following questions: Are those goals suitable to the job you are currently applying for? Are those goals helpful to your current job? Are those goals helpful to the development of your current job in the next 3-5 years?

c) How to achieve those goals? Identify what you have to do to achieve your goals? In the next 6 months, 1 year, 2 years, what will you do?

10. Why do you think you would do well at this job? Answers samples Give several reasons and include skills, experience and interest. 1. I am a person that learn quickly and perform better under pressure, am a very good teamplayer that motivate others in other to achieve the companys common goals. 2. Will do well in this job because I already have previous experience in the similar field. so Iwill use my previous experience in this job and I am interested in learning new things andenhance my skills.

3. I believe I will do well in this job because I have the relevant skills and experience. I alsohave the drive, interest and determination to make a real success of this role. 11. What is your greatest weakness? 1. Ways to answer: a) First way: Turning your strong point into weak point. For example: I am a perfectionist and therefore, I rarely believe in anyone who can work aswell as me. As a result, I am afraid to delegate important tasks to others. This approach has a weak side as that if you are not clever, you will cause the employer tobelieve that you are cheating him. b) Second way: Solving your weakness absolutely. A better approach is that you state one point which was once your weakness, but you havedone well to resolve it. For example: I tended to be a perfectionist, therefore I didnt like to delegate to others. But Ihave found out that in order to develop the organization, everyone in the organization mustbe experienced with many tasks and this is very good for an efficient team work. 2. Steps to answer: You need to show it through your attitude and voice: It is really your weakness. And, youmay also state some situations how much that weakness has caused you difficulties. Give your solution to resolve that weakness, partly or wholly. Solutions to a weakness may be training, mentoring, etc

3. Interview Tips for weakness question: This is a common question in any interview, so dont try to avoid answering it. Never mentioning a weakness that relates to a crucial requirement of the job. Dont try to make up a weakness. Dont say you have no weakness. No one is perfect, therefore, you shouldnt say you haveno weakness.

12. Why did you leave your last job? One of the most frequent questions in any interview is that Why are you leaving your lastjob? or Why did you quit your last job? Why did you leave your last job? Why are you leaving your last job 1.Some sample answers to the interview question: Why are you leavingyour last job? There is no opportunity to promote in my current job and Im ready to face a newchallenge; I have worked there for 04 years with much experience and skills. I want to be promotedbut the Company do not offer me that opportunity; The company has cut down with its focus on the business line my job is responsible for; My family transferred to another region, or, my current workplace is too far away from myhome;

My old company often paid late and had inadequate compensation policy.

2.You should avoid answers that: Speak ill of your old boss, colleague, etc.; They punished me many times for I did not complete my job.

13. Why should we hire you? For one, the interview question give us reasons to hire you, why should we employ youor what can you bring to our company is something that differentiates the best candidatesfrom the other good candidates. This question deals with your ability to sell yourself. Think of yourself as the product. Whyshould the customer buy? Tips to answer: One of the best ways to answer this question is to make a short list of all your advantagesand create a paragraph that would point out the positive aspects that you would bring to thenew job position. One of the points that you can raise is the similarity of the job profile you are aiming for atthe company to the job profile you enjoyed in your previous job. You can also draw the interviewers attention to your key skills and strengths, namely quick learning, excellent communication skills, etc. In addition, your professional ambitions should be made clear the motivation anddedication that you have for the profession and the opening position.

14. Are you a team player? Answer tips The answer is YES. This is an open-ended question, given so you may talk about yourteamwork skills. Teamwork skills include listening, discussing, questioning, persuading, respecting, helping,sharing, participating, and ability to utilize all communication channels. Offer one of twoshort 1-2 minute examples. Answer samples If you are asked the question whether you prefer to work independently or as a team, here isthe best way to answer it: I have worked in teams and independently as well. Some jobs match and require ateamwork effort while others fit an individual work. project is completed in a timely andefficient manner. While working independently, I realized that I was the complete owner of the project (i.e.one man project) and therefore considered this responsibility as an incentive/bonus. Though,I did get the company support and interacted very often with other key employees, the way Iworked helped to ensure quick project implementation as well as finding efficient solutionfor any calculated risks. Therefore, I have had very good experiences working in a team aswell as working independently. I am a great team player because I work hard to become knowledgeable in the fi eld of myinterest, and I also love to pass on my learnings. I dont believe in relaying blame as it is aeasy-way out. One of the teamwork aspects I enjoy is a good open discussion and givinglikewise feedback and suggestions. I believe a successful team depends on theresponsibilities that each and every member takes on, not just the natural leader whoemerges. Everyone brings something to the plate.

15. Why did you leave your last job? 1. Some sample answers to the interview question: Why are you leavingyour last job? There is no opportunity to promote in my current job and Im ready to face a newchallenge; I have worked there for 04 years with much experience and skills. I want to be promotedbut the Company do not offer me that opportunity; The company has cut down with its focus on the business line my job is responsible for; My family transferred to another region, or, my current workplace is too far away from myhome; My old company often paid late and had inadequate compensation policy.

2. You should avoid answers that: Speak ill of your old boss, colleague, etc.; They punished me many times for I did not complete my job.

___________________________________________ 1." Are you able to maintain accuracy while handling a large number of calls?"

My accuracy during the last 5 years has always been over 95%. I am able to handle a large number of calls without my accuracy being compromised. My accuracy has never been affected by the number is calls I am handling.

2. "Describe how you would handle a problem you were having with a co-worker."

I try to get along with everyone, and respect their opinions and boundaries. In the past when I have had a problem with someone, I have been able to work it out by talking with them. If I were having a problem with a co-worker, I would try talking to them to see if we could work out our differences. If they weren't open to that, or if the problem remained, I would discuss it with my supervisor. I would first talk to the person and try to figure out what was bothering them. If the problem continued after talking to them, I would bring it to the attention of my supervisor. In my experience, what can't be resolved by talking one on one with the co-worker should be brought to the supervisor right away, before it escalates.

3."Do you multi-task well, or do you prefer to tackle one problem at a time?"

I am fantastic at multi-tasking, in my personal as well as my professional life. I prefer to have many things going on at once to trying to complete one thing before moving to another. I find it much more interesting to multi-task, and I find that I accomplish more than if I try to handle one problem at a time. I find that I multi-task far better than I single task. When I tackle one problem at a time, I tend to dwell on the solution, while when I have multiple things to accomplish, I am able to focus on the most accurate solution right away.

4."Do you enjoy working in a fast paced team environment?"

I love it, the faster the better. I really enjoy being a part of a busy team. I really enjoy being a part of a busy call center team. I find that in a fast paced environment, my efficiency improves.

I really thrive on a fast paced team environment. I enjoy the camaraderie of working as part of a team, and helping people together.

5."Do you have experience handling multiple phone lines?"

Yes, I do. In my last position, I had X lines coming to me, which I had no difficulty handling. This is the first call center position I have applied for, but in the training I have done through the temp agency I have been working with, I practiced with X lines, and was able to handle them with ease. I have over 10 years of experience working with multiple phone lines, in a busy doctor's office, as well as at the call center where I worked previously.

6."Do you have good people skills?"

I like working with people, and I have been told that I have good people skills. I think I communicate effectively and in a pleasant way. I get along well with most people I meet, and people find me easy to talk to, so I think I have good people skills. Throughout my career, I have always worked in customer service, and been known as a people person.

7."How do you handle pressure?"

I thrive on pressure. I really enjoy the excitement of a high pressure environment. I find that when the pressure is on, my speed and accuracy increase. I find that pressure in a work environment enables me to reach higher goals than when I am

8."Have you ever had difficulty getting along with a manager?"

I have been very lucky to have had terrific managers during my career so far. I have respected each one, and got along well with all of them. Once I had a manager who brought her own problems into work with her on a daily basis. She was going through a difficult time in her personal life, which everyone tried to sympathize with, but it affected the atmosphere at work in a negative way, and made her very difficult to get along with. No, I am a hard worker, and my managers always seem to appreciate the job I'm doing. I've got along well with every manager I've had.

9."How are your talk and type skills?"

Excellent. My typing speed and accuracy stay very high while I am making calls. Talking and typing come naturally to me, I have always been good at multi tasking. My talk and type skills are very good, and constantly improving.

10. "How many calls can you make/handle per hour?"

That depends on the type of calls I am making and receiving. I have always met or exceeded the department goals in my previous positions. I have made up to XX calls per hour with XX per cent accuracy in a call center that handled a similar type and number of calls as this organization. In my last position, I was able to handle XX calls per hour, and my accuracy was XX per cent.

11. "How many words do you type per minute?"

I type XX words per minute while maintaining a comfortable conversation pace.

My talking while typing skills are quite good. I can type over XX words per minute while working in a fast paced call center. In my last position, I was typing XX words per minute while maintaining clear and concise communication with my customers.

12. "How would you handle an angry call from a customer because of a mistake one of your colleagues made?"

I would try to find out exactly what the problem was, and evaluate if there was something I could do to make it right. I would ask the customer to explain the problem to me so that I could make sure that they spoke with someone who could help them immediately. I believe that when a customer is angry, they most often have a reason to be. I would reassure them that I would like to help them in any way possible to rectify the problem, and that if they would explain what happened, it would be my priority to help them solve it, or put them in touch with someone who could help them.

13."What do you enjoy about working in a call center?"

I really enjoy the pace of call center work. I like to stay really busy, and I like the communication with so many people. The team atmosphere, and the pace of working in a call center makes going to work something to look forward to for me. Working in a call center is fast paced and team oriented. I like feeling like we're all contributing to the customers, and helping solve their problems. ___________________________________________ As a fresher, you often experience a lot of anxiety before you go to attend an interview. The solution to this anxiety is good preparation. Here are some interview questions which you can expect to be asked during your HR interview with a way to answer them: 1. Did you face any difficulty in finding this place? The interviewer usually asks this question to initiate the talk and put the candidate to ease. You can smile and answer this question by saying: It wasnt difficult to find this place. 2. Tell me something about your self. This is the most commonly asked first question in any interview and the one which can set a ground for rest of your interview. Include details like: Your education background (not beyond 12th standard), some information about your family fathers profession, mothers profession, number of siblings (no need to get into their educational details) and some information about your extracurricular activities or hobbies. 3. Why does this role interest you? Or why have you applied for this job? The purpose of this question is to see if you are really interested in this job or you applied to this job just because you are jobless. Relate the job requirements with your candidature and explain why do you believe you are a suitable candidate for this job. 4. Why do you think should we take you for this job? This is another way of asking the last question. A company will want to hire you if you can add some value to it. So, focus your answer on your skills and how they can be helpful for the position you are being

interviewed for. Also, tell them about your ability to grasp new things quickly, adjust well into a team and flexible attitude. These are the qualities that employers usually seek in a fresh graduate. Remember to keep an example ready for each personal quality you offer. 5. Are you an Introvert or Extrovert? Being on either of the extremes at work can be bad for you and the company. Your behaviour at work should be as per the requirement. To answer this question you can say something like: I behave as per the requirement of the situation. For e.g. If I am representing the company at an event which requires me to talk to a lot of people, I become an extrovert while if there is some serious issue under discussion, I think quietly and deeply on it. 6. What is your greatest strength? This is also one of the most commonly asked questions in any interview. Your answer to this question demonstrates your preparation for the interview. Your same set of strengths can not be an advantage in every interview. This needs you to tailor make your answer as per the requirement of the position you are being interviewed for. Before every interview, analyse the requirements of the role carefully and list out the qualities required to perform that role. Now, make a list of the qualities you have and match them with the requirements. You can offer these qualities as your strength for the role. 7. What do you want to achieve in the next 5 years?

This answer shows your ability to make plans for yourself, have an ambitious but realistic plan: Say you would like to acquire certain skills and move up the ladder If you are interested in Management, say you would like to take up a part-time course/full time course in x years time 8. Are you willing to change your project/profile when required?

This is very important for a company, they want employees who are willing to change roles, to meet business demands, so the typical answer here is Yes. Say I understand it will be in best interest of the business, if my manager wants me to develop my skills and take up another role. 9. What skills do you want to develop to succeed in this role?

Again talk about some key skills that are necessary for the role, this will show them that you are ready to learn and are aware of your shortcomings: Tell them that you, as a fresher, have the ability but formal training to enhance your skills for a professional environment 10. Are you planning to go for further studies?

This answer needs to be answered tactfully, they want to know whether you are going to stay for long or you are just there to use their training resources and then say goodbye in 6 months time. If you are pursuing further studies, say so. Tell them why you want to go for that course If you are taking up a distance education course or a part time course, they should know, as you will need to take leaves when you appear for exams 11. What newspaper/magazine/book do you read?

Browse through the newspaper that morning they might ask you what was the front page headline, they might ask you your favorite columnists name Same goes for the magazine, make sure you have read the last edition When giving names of books, remember the author(s) name(s) and be ready to give out some summary of the book Introduce yourself

12.

This question is usually the first question they HR might ask you. This question could form a basis for further discussion. Discuss your family background in short Discuss your qualification Discuss your characteristics that will help you professionally Discuss your interest, hobbies 13. Tell me something about yourself that is no written in your resume.

If you missed out on some points while writing your resume this is your chance to discuss them: Whenever talking about yourself, be confident, but not over confident. You could discuss some personal traits or acheivements 14. Do you know anyone who works with this company?

It is fine if you do not know anyone, but if you know it will be good to give out the name: This shows them about your level of interest, and it is human nature if you know someone who works there you will ask them for feedback about the company or the role They could ask that person for your reference 15. Do you have any other offer at hand?

This is usually a closing question and they might want to know how actively you are looking for a job. Usually give an honest answer and say why you are looking for another job with that offer at hand. 16. Do you have any questions for us?

Always have a question ready to answer this one: You can ask whether the company allows for lateral and vertical role changes You can also ask whether the company encourages learning and development of employees Ask whether the company has plans for expansion You can also discuss your role in detail ___________________________________________ How would you describe yourself as a person? The main purpose of this question is to see if you have some of those qualities which employers look for in their employees like dedicated, performance oriented, hard working, creative etc. So, pick one of your qualities which employers are willing to buy and offer it as an answer.

Tell us something about yourself. This is usually the first question you would face in any interview. The basic purpose of this question is to start the communication and put the candidate to ease. This is the simplest but the trickiest question as you can take the interview in whichever direction you want through this question. To answer this question, start with some information about your family back ground, educational qualifications and work experience. Focus on the things you have learnt during your last employments. The trick is to put a full stop at right place to provoke the desired next question. What is a call center? A center equipped to handle a large volume of telephone calls. These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing. What are the different types of call centers? There are mainly two types of call centers a.) Inbound call centers Inbound call centers are those which receive support or service calls from customers usually on a toll free number. For e.g. when you call up a bank to check the status of your request for credit card, it is an inbound call. b.) Outbound call centers Outbound call centers are those in which the call center executives make calls to the customers. These calls are usually made to generate the leads or sales. For e.g. when you receive a call from a bank offering you a personal loan, it is an outbound call. What according to you is a job like at a call center? The purpose of this question to see if you are aware about the type of job you have applied to and if you are aware of what call centers do. So, based on the answers to question number 2 and 3 here, tell the interviewer what you think people employed at call centers do. Why do you think companies outsource their call centers? There are mainly four reasons for a company to outsource its call center: a.) Cost saving b.) Focus on core activities c.) Access to special enterprise which has expertise in the domain. d.) Other resource related reasons like relieving resource constraints, reducing staff. What is the difference between a BPO and a call center? Call center is a subset of BPO.

What is off-shore outsourcing? When a work process is out-sourced to a different country which is not nearby it is called off-shore outsourcing. For e.g. If USA outsources a work process to India- it is off-shore outsourcing. What is near shore outsourcing? When a work process is out-sourced to a nearby country, it is called near shore outsourcing. For e.g. If a business process is out-sourced from a company in USA to a company in Mexico or Canada it is near shore outsourcing. What is onshore outsourcing? When a business process is outsourced from a company in one country to another country in the same country it is called onshore outsourcing. Why do you want to work in a call center? Relate the qualities you have to the requirements of a call center job like, good command over the language(English), team working capabilities, patience, good listening skills etc. and say that you think, these skills will make you successful in the industry. Also, talk about the prospects for the industry and how you think you can grow with it. Have you ever worked in a call center before? If so, how long did you work there? The purpose of this question is to see if you already have some experience of working at a call center. If so, tell the interviewer about your experiences and what you learnt there. If you do not have a work experience, dont panic, stay calm and say I dont have a first hand experience of working at a call center but this is what I know about them and I look forward to work for one. Can you do a job that requires you to stay on the phone all day? Before you go for a job at a call center you should know that the focus of the job here is voice which needs you to be on phone for quite a long time. So, the interviewer expects a Yes as an answer to this question. How do you rate your English skills? Again, before you apply for a job to a call center you should be aware that most of the call centers cater to English speaking customers and this needs you to speak clear English without any grammatical mistakes. How do you rate your patience and people friendliness? When you are applying for a job at a call center you should know that there will be moments when unsatisfied customers will get angry on you. The key here is to focus on what is the purpose of the call, maintain your calmness and be polite. As an answer to this question, you can say that you would rate your level of patience and people friendliness above average. You can back it up with an example from your personal or professional life.

Can you work in shifts? Say Yes if you have made up your mind to work for a call center. Call centers would usually work 24 X 7 which needs some executives to be always present in the center. This means that you would need to work in shifts. Do you get along well with co-workers? Getting along well with co-workers boils down to being a good team player. To answer this question, you can provide some examples from your professional life where you worked in a team and how you all achieved a common goal together. What are your strengths? To answer this question analyse the requirements of the position you have applied for and make a list of the qualities a person working in that profile should have. Pick up the qualities you have out of them and offer them as an answer. For e.g. some of the qualities people applying for jobs in call centers are: Patience, fluency in English, good hearing skills, problem solving etc. This is quite an expected question so you must go prepared with an answer for this question well in advance. What are your weaknesses? You must understand that it is perfectly normal for any human being to have some weaknesses. What is more important is to identify them and work on them. So, if you are asked this question in the interview stay calm and admit that you have weaknesses. There are two ways for you to answer this question now. a.) Offer a totally un-related weakness. For e.g. Inspite of using the camera for so many years, I still cant make out if anything wrong goes with it. b.) Offer one of your strengths as a weakness. For e.g. My friends accuse me of being to picky about the grammar and the words in English but I think it is important to speak a language properly. If you have applied for a position with a call center, they would immediately buy this. Why do you want to quit your present job? If you are currently working or worked in the past, it is one of the most obvious questions you would face. So, you must go prepared with a good answer for this. The key here is do not bad mouth your last employer or boss. Just say that you want to switch for better prospects. Where do you see yourself 3 years from now? The purpose of this question is to see if you are ambitious and if you will stay with the company for sometime or not. To answer this question you can say, In three years from now, I see myself at a more responsible position where my company treats me as an asset and hope to grow with this company.

Can you share with us your experiences from the last job? The purpose here is to see what you learnt during last assignments, how you used the opportunities to grow etc. Focus you answer on the challenges you faced, solutions you offered and your achievements. How would you manage your accommodation? This question might be thrown at you unexpectedly to see your reaction. To answer this, you can just say that accommodation will not be a problem, you will manage. Would relocation be a problem for you? Think over this before you appear for the interview. Do not say Yes if you mean No otherwise you will face problems after you have joined. Can you speak for two minutes on one of these topics? You will be given some general topics to see you communication skills, on the spot thinking capability etc. So, read a lot and be ready to speak on some general topics. Do you know anything about our company? Answer to this question shows your level of interest in the job and company. Make it sure that you read about the company before appearing for an interview. Do you know anyone who works for us? Give a reference if you know anyone inside. Why should we hire you? To answer this question, you need to prepare well in advance. Read through the requirements of the job properly and match the qualities, skills and experience you have with the requirement. Now offer this as a reason for you to be hired. Do you think you can work under pressure? Work and pressure are always going to co-exist. It might be the pressure at work or on personal front but you should be able to deal with it. So, the answer to this question should be Yes backed up with some example where you worked under pressure. If you were hiring for this position, what qualities would you look for? A person in a particular role needs to have some qualities, skills and expertise. Analyse the ones required by the position and offer them as an answer. For e.g. if it is a support job offer analytical skills, problem solving skills, patience and communication skills as an answer.

What is your expected salary? Dont jump at a figure when asked a question about expected salary. Put the ball back in interviewers court by asking them, What does the company offer for a position like this? If you are the one who has to speak out the figure first, give a range which is not too broad for. e.g. I expect something in mid thirties or something. Would you leave us if another company offers you 2K more than us? By asking this question the interviewer tries to analyze if the candidate will leave the job for a couple of thousands. Recruiting a candidate costs money to the company so they would like to hire somebody who has some loyalty towards the company. You can answer this question by saying that though you know the attraction of money every job offers but you would first try to analyze the growth opportunities with both the jobs. If your present company can offer you the desired growth with the industry trend, you would not switch. You will discuss the issue with your senior and ask his views on your growth in the present job and if you see that there is a potential to grow in the present job, you will stick otherwise you will politely inform him about your decision to move ahead in life. 42. Would you like to ask any questions? When you are going for a job interview, go prepared. Try to find out the latest information about the company. When you are asked this question, you can ask interesting questions like the opportunities for you to grow in the company, the expansion plans of the company and the chances for you to grow there. If the company has been in news recently, you can ask questions related to that also. Are you patient, give an example to show this Patience is considered as a strength, by showing you are patient you are letting the interviewer know that you know what to expect and that you are prepared for it. Show that you are able to maintain a positive attitude and a high performance standard under pressure and can face of challenges head on. Describe a situation when you used appropriate methods to overcome provocation and stress and exhibit that you are able to keep patience when faced with a difficult customer. Can you work in shifts/rotational shifts? Call Centers provide 24*7 support to customers, so if you want to make a career in this industry, make sure you are ready to work in shifts. You will not only work at odd times, but your shifts will rotate on weekly, fortnightly, or daily basis. So be prepared to say yes to this question and be open to working in shifts. Can you work under pressure? Here again they are checking your patience level, so you need to provide some examples to answer this question, some sample answers: In any job one has to face with stressful situations that require them to work under pressure on a daily basis and with time one learns to manage stress. For most of us it is just part of the job I like the challenge of working under pressure, but proper planning and time management skills can take the pressure of.

 I work well under pressure. But I do not panic when faced with stressful situations. Instead of reacting to a situation, I analyze the situation and try to come up with an optimal solution. What motivates you to work in a call centre? You need to again show them that you know what does a call center do and you would enjoy working at one. Some of the following would be good reasons: I like to deal with customers over the phone and develop my customer service skills The call center industry is booming I like the type of work done in call centers and the salary provided by call centers is decent and I look forward to a long term career in this industry, as it is bound to grow and will provide long term career stability. What do you know about BPO? BPO is an abbreviation of Business Process Outsourcing. It could be outsourcing of various processes, such as, manufacturing, call centers, IT, and others. There are 2 types of Call Centers: Inbound Here agents receive calls from customers Outbound Here agents are supposed to call random people, to sell a service or product. What is the difference between inbound process and outbound process? Inbound customer service agents handle incoming calls from customers for: Requests for help Inquiries or requests for information Placing orders, in product purchases Applications for services Filing complaints Outbound customer service agents make calls to random potential customers to sell a service or product. These agents can also be called as telemarketing executives. What will you do when a customer is abusive/irritated? When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them: Listen to them and empathize with their situation Apologize and take ownership of the problem and give a solution Approach them and ask for a reason for their displeasure If they insist on talking to your manager, get him on line ASAP Follow up after giving the solution and ask for feedback Rate yourself on communication skills Communications skills are one of the key skills an interviewer looks for in an interviewee Be confident and say "I would give myself an 8+ for communication skills, and I am improving on it." You could tell them to get in touch with references who think you are good and say: "My previous Manager who rated my communication skills gave me a 9." Give a range to be on a safe side: "Anywhere between 8-10"

Sell a product Pen/Watch are common products as they come handy. Sales is one of the most difficult jobs and you need o prove that you can sell the product to someone who does not actually need it, you need to: Focus on how the products features and how it addresses your potential customers needs Be persuasive, confident, and lively Do not list down the features of the pen, be creative and think about the situation when you will need a pen desperately One such example would be, signing a check; you could give a blank check to the interviewer with your sign and ask him how it would be like to have a pen in this situation. You will need to consider your customers concerns and how to handle them. Your interviewer might counter your points, but keep your cool and focus on addressing those concern. Show your willingness to take up the challenge. What is your current CTC and what are your expectations? Be honest about your CTC, as you will have to produce you salary slip as a proof of employment Be realistic when you state your expected CTC, you can ask for a 20-30% hike If you are underpaid at your current company you can look for the standard salary paid for the experience you have and ask for that amount. For freshers, call centers usually pay a decent amount and there are lot of other benefits so make sure you ask for the industrys standard salary. Are you planning to go for further studies? Be transparent in your answer. If you are pursuing further studies, say so. Tell them why you want to go for that course If you are taking up a distance education course or a part time course, they should know. They might not even hire you if you say you are going for higher studies. If well qualified, why do you want to work in a call centre This is a very important answer, as you will need to convince them with your tone, answer, and expressions. Some of the answers could be: I want to work in a call center because it is a fast growing industry. Call centers provide a good working environment, and a good salary to maintain a good lifestyle, and offer great opportunities to develop my skills. Call centers provide a work hard, play hard environment, with rewards, and job satisfaction What is the difference between BPO and call centre? A BPO is responsible for executing a process of another business organization/unit. That means a business process is outsourced to save on costs or increase productivity. A call centre handles telephone calls; it could be handling customer complaints coming over a telephone.

What is back office? Back office manages a companys technology, services, or human resources. Back office is involved administration/services that are not seen by customers. How to impress your customer? When selling a product remember that you are the one (your company) who created the solution, so you know your customers problem better than anyone else. When you have no answer, or dont know an answer, make something up. A customer will always be impressed by someone who knows everything. Do not make them wait or leave them to assume what youll do. Create a niche around your product/service that you offer, you need to know why your customers come to you. What does customer service mean to you? Polite Professional Courteous Friendly Helpful How long will you stay in our company? You should ensure that you give an impression that you will pay back more than what you take from the company: You can say I will stay here as far as I see an opportunity for growth, as I am looking for a stability in work place If they stress on number of years say 3-4 years, and more if I can explore new challenges/growth opportunities Show them that you want to grow vertically and that is possible when you stay in a company for long and not when you switch jobs frequently. What do you expect from us, as an employer? The employer is interviewing you to see what you can do for the company, but now wants to know what you want from them, be reasonable and not very demanding, if you want to be hired: Say whether you want to work alone or in a team? You can express how would you want to be motivated? You can also say the following: A company that encourages learning A company that encourages open culture Tell us about your qualities that affect this job

You need to exhibit qualities that will affect the job you will be hired for, following points will help: I believe in hard work and honesty, and these two are very important characteristics that a call center executive must possess. I am confident and patient, so I can handle difficult customers I like talking to different type of people and possess strong communication skills, and I can understand human nature quickly, this is again a very crucial skill for customer service professionals What do you know about our company? Do some research about the company, make sure you know about their processes When you have done your homework, they will be convinced that you are interested, as you have taken out time to learn about the company and its work. What can you sell about self? This question is targeted to check the communication skills and the power to convince in you. Here you will have to bring the best in you and show how you can be an asset to the company. Talk about how dedicated you are to the work and how flexible you are to the work environment or shift that will be provided to you. You can also talk about the skills to convince or the spirit to get a work done. For example you can sell anything provided on the table to the interviewer. Talk about all possible good things you can think about the thing you picked to sell and be polite yet straight in the way you sell. Be very careful about the language you use as it should be strictly professional. Will you sign a bond with the company if required to? This question is intended to check your stability on the job. Do not hesitate in saying a yes to this question as it might be the end of the interview. Be confident while answering. Saying a no will direct let out the signal that you plan to flee from the job after a short time. As call centers train you for the job and invest money into this they need to be really sure that you stick to the job. How can you make the customer happy? This question is to check your understanding of the customer Answer it highlighting the point below: 1. Understanding the requirement, problem or query raised by the customer. 2. Providing the best solution to the issue stated by customer. 3. Being patient 4. Addressing to the customer fast without making him/her wait. If a team is assigned to you, how will you lead it? This question is to check the leadership qualities in you. Answer this question with following points of consideration: 1. Coordinating with team members. 2. Guiding the team in the right direction. 3. Motivate team members to perform better. 4. Be available to the team. 5. Have an asserting edge over the team. 6. Monitor the team.

What according to you is the key to success for a call center? This question will be asked to check your perception of call centers. As the call centers are based on customer services you can frame the answer in this way : The key to success for a call center is the customer service. The success of call centers is directly related to how efficient it is in providing customer with satisfactory services. Each member is responsible for his own share to this success. What procedure you will follow when taking a customers call? Answer this question around the following steps : 1. Greet customer. 2. Tell your name to the customer. 3. Ask customer how you can be of any assistance to him/her. 4. Listen carefully and patiently to the customers query or requirement. 5. Provide the customer with the best solution or assistance without making him/her wait for long. 6. Inquire if customer is satisfied with the assistance or help provided. 7. Ask the customer if he needs any further assistance. Why should i hire you when you are not related to this field? This question can get very tricky at times. Make sure you have appropriate knowledge of the field or process you are applying to. State why you are interested in getting into this field. The answer can be built around as This is a very fast growing sector and i see a good future in the sector. Do not assert too much on promotion or growth in the field or about switching profiles as it may give the wrong impression to the interviewer. What is a KPO? What Is the difference between call center and a KPO? KPO stands for Knowledge Process Outsourcing. It is a subset of call centers. The ways in which a KPO differs from a call center are : 1. In KPO knowledge and information related work is carried out. 2. Staff requirement is for highly skilled people. 3. Is mainly related to support and not sales. 4. Carries out works mainly for research and analysis process besides support. Why do you want to join this company? This question is asked to check what you think of the company and how much do you value it. Answer this with points stating good things about the company you are applying for or the industry it relates to. Give points such as the company has a good reputation or i have heard good reviews for the company from people. Show interest in the profile the company is offering and what all you like about the company such as the work environment, packages offered, work enthusiasm and other related points. Do not answer this question with points such as the company is your only option or related statements that might give a wrong impression. Why would you be a great candidate for the job?

This question is asked to judge your confidence level that you have in you to compete for the job level of performance. Show confidence about your standing among other candidates in the field you are applying for. Make sure you show positive dedication to the work and how your abilities will help define the job better or get work done. you can ans this question with reference to you qualifications and how they might be the reason for you being above other candidates. Have you ever missed a deadline? Be realistic when asked this question. Say that you missed a dead line and you had a thrashing from your boss but in work culture it is part of life and how you learned from it and implemented it in your work life. Also state points such as humans have tendency to make mistakes but with every mistake one must learn and improvise and you believe in improvising self. Judge and rate yourself on a scale of 1 to 10. Be very practical, realistic and modest while answering this question. Do not rate yourself anywhere below average as this will indicate lack of confidence also do not rate you self 10 as this might show you as over confident. Rate moderately and base the rating entirely on your qualification and skills. Adequate rating will be 7 to 8 and provide a good base for this rating. What if we provide you adequate money to retire, will you? Do not say a yes as you are interviewing to work. Answer this with a no and state points such as you are in a learning zone right now where you want to work and make the most out of it. Saying a yes will put you forward as a lazy and spoon fed person. Follow up the ans with your will to work and how it makes you feel better. Saying a yes will also put up a question about you just being interested in money and not the work. What did you do yesterday? This is a very commonly asked question to check communication skills and to see how good you are in expressing things. Do not lay down your day as a very plain, normal and dull day. Make it sound a little interesting. Add up points which help you keep them involved or interested or involve some of the current events to make it more interesting. Also do not go beyond the line to gain attention and state a very extraordinary. Keep it interesting yet subtle. Also focus on the language you use and especially as the conversation relates to past tense do not make grammatical errors. What will be your response if the customer who calls on the other side of the phone is angry? This question focuses to check your ability to handle situations. Do not answer this question with anything that states retaliation. Talk about handling the situation with patience and relaxed mind set. You can answer it as If the customer on the other side of the phone line is angry i will first try calming him and ask him his/her problem. After that I will try sufficing the best solution keeping in mind his problem. In this sector customer satisfaction is very important and thus it will be my primary goal. Define success and what do you consider self to be in this aspect? This question is set to check your attitude towards life. You can answer it as Success is to achieve goals set by self to suffice every requirement to achieve these goals. When answering the other part of this question be modest and realistic. Do not come across as someone

who thinks very high of self. You can answer this as I consider myself successful and the reason for this is that i have set goals in my life , achieved some and i am in the process of achieving rest. What tasks or activities have you done in past year to improvise self? Talk about activities and tasks related to your job life and aspects for developing skills. Also add up personal side to the answer by mentioning points such as increasing endurance, learned to be patient, work harder and set personal goals. You can include activities related to your profession such as courses or study of the current trends in your field, reading of books to gain knowledge related to the field. What does virtual call centre technology provides? Virtual call centre technology provide various ways to get connected just by using the service known as software as a service. This service is one of the emerging services from where the virtual call centers are operated. The operations that is being performed on this consists of the host servers and their equipments to run the call center activities. This service is being given on the basis of monthly or annual subscription. Through this they use their own data center and setup to host many call centers together. Agents connect through the service that is being provided using the VOIP or the vendor's equipment. It allows the people to do work from home, instead of coming to offices or having a centralized office from where they work and submit their work. How will you define a good team leader? Do you think the definition goes for you as well? If yes say how and mention some instance to prove yourself a suitable team leader. A good team leader is one who uses his/her past experiences to lead his/her team, adopt his positive points and eliminate his negative points to guide team team accordingly. You can say I was also a team member, so I know what a team member expects from a team leader But do mention some of your school or college incident to justify it. What is your perspective of seeing a most difficult job? This type of question is asked to check how you are planning your work and how determined & confident you are, so in this case you can say I think if one is skilled enough, then no job is difficult. what makes a job difficult is poor planning and management. I know i would plan and manage my job well, so there is no point of difficulty. ___________________________________________

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