The Call Center Interview – Know What to Expect
What makes a good call center agent? Know what the interviewer is looking for in the call center interview and prepare to win that call center job. Call Center Competencies First and foremost are the competencies that the successful candidate requires. These are the knowledge, skills and ability needed to perform in the job. Knowledge and skills would include technical expertise in terms of the company’s products and services and the call center system including computers and software applications, CRM databases and the telephony systems that the company uses. Abilities that have been identified as contributing to the success of a call center agent include problem-solving, customer-service orientation, decision-making, learning ability and stress-tolerance. The current trend is to use behavioral questions to explore these competencies, questions that ask the candidate to describe how they behaved in relevant situations in the past. A typical behavioral question is, “Tell me about a tim
