Latest Call Centre Interview Questions Part – 3
What You Know About Call Center?
Call center is a service desk, where a large volume of calls are handled by the customer associate in order to render services to the customer.
Mention The Types Of Call Center And What Is The Difference Between Them?
The types of call center are:
Inbound Call Center
Outbound Call Center
Inbound Call Center: In inbound call center, customer associate will receive the calls regarding the customer’s queries or demands. Eg: Customer calling to Telecom Company to know the current tariff on internet service they provide.
Outbound Call Center: In outbound call center, customer associate will make calls to their customer, regarding business or sales related. Eg: When you receive a call from a bank offering a personal loan.
What You Understand With The Term “customer Satisfaction”?
Any business depends upon the quality of the service you offer to your customer. To offer this, you need to understand the customers need and their problems. You have to think from their point of view and try to meet their demands and requirements. This is what “ Customer Satisfaction” is.
What Do You Mean By Customer Service?
The key features for customer service is:
Professional
Polite
Friendly
Courteous
Helpful
How Will You Enjoy Working In A Call Center?
As I am an extrovert person and I like to interact with people, call center job is a perfect job for me. I like to resolve customer’s queries and face the challenges positively that come across. Also, the pace of work in call center and team members friendliness always motivates me to work for call centers.
What Will You Do If Customer Abuses You On The Phone?
The first thing that I will do is to stay calm and listen to the customers problem, and try to figure it out what made him/her annoyed. The next thing I will do is to ask politely to customer to calm down, and then assure him/her to solve their problem. The last thing that I will do is to keep check on certain thing that creates problem to the customer and never let it repeat it again.
What Are The Key Features You Think That Customer Associate Should Possess To Become Perfect Customer Associate?
Good listening skill, problem solving, concentration and patience are some key features that make a perfect customer associate.
How You Handle Pressure?
To handle the pressure situation, I always try to keep focus on work and avoid frustration.
Mention The Types Of Customer Service Field?
By phone
Public relationship
Face to face
While Talking To Customer, What Are The Procedures You Follow?
Greet Customer
Introduce yourself to customer
Ask customer how you can be helpful to him/her
Listen to the customer patiently
Try to help the customer with best possible solution
Cross check the customer if he/she is satisfied with the solution
Make sure whether customer need any further assistance
What Is Virtual Call Center?
Virtual call center provides a technology or software service, through which the customer associate or agent can connect to their customer from anywhere. This technology involves host server and the equipments to run the call center. This service is rendered on monthly or annual subscription.
Agents can connect to the host server and can get access to the customer data. The benefit of virtual call center is that you can work from home.
Do You Like Multi-tasking Task Or You Prefer To Tackle One Problem At A Time?
Depending on the situation, I could do multi-tasking as well and could tackle one problem at a time. But multi-tasking always have an upper hand because it increase your efficiency for solving and tackling problem.
What If The Customer Is Not Happy With Your Answer Or Solution?
If the customer is not happy with the answer or solution, then I will ask customer to hold the line and pass on the call to supervisor or a team leader.
To Improve Customer Service What Will Be Your Approach?
To improve customer service, my approach would be to take feedbacks from the customer and ask them how we can improve more to help them solve their problem and render them a good service.
What Will You Do In A Situation Where System Shuts Down And You Still Handling Customer On The Phone?
In the middle of handling phone, if the system crashes then I will ask the customer to hold for some time till I get a power back up and if not then try to resolve his/her problem with my knowledge. The best thing in such situation is to ask the customer to call back or note his contact details so you can call once the system is back.