Call Centre Interviews: What You Need To Know To Pass

With so many companies turning to hosted telephony

, the demand for contact centre staff has never been greater. Therefore, an increasing number of entrepreneurs and organisations are seeking the best people to represent their businesses. From sales forces to charities, its never been a better time to break into the industry.

Communication skills

Needless to say, communication is a top priority for a contact centre. This isnt just the ability to speak clearly and listen carefully. Indeed, it is about the ability to learn and convey information as simply and succinctly as possible. Its not just about being confident either. Employers will be looking for candidates who can talk with passion and tact; who can listen, reason and compromise. The people conducting the interview will know exactly what to look for they are experts who are trained to filter the right people for the job. This is the reality of call centres, which should come as no surprise. Employers want only the best for their business. To prepare for this, practise talking about yourself and the role. You may even be tempted to enrol in a call centre training programme first.

Multitasking and typing skills

Without the ability to multitask, you may not fit the bill. While you are listening to a client or customer, you may be required to simultaneously take down information or fill in data. In some cases, this will need to be done quickly to ensure the best possible service, or the easiest possible sale. You may even have to think on your feet, responding to unexpected questions, or extracting information from customers. Be prepared to tell interviewers that you respond to multitasking well, with the ability to keep cool and professional at all times.

Basic computer literacy

Companies, on the whole, have upgraded their business telephone systems. This means that everything is connected via computers. Therefore, all information to do with customers is invariably stored on a computer. A fundamental understanding of computers and the way they work is essential. Familiarise yourself with major systems, such as Microsoft and Apple, as well as types of writing and data input software, such as Word and Excel. Whether or not the company uses the software, it will show your ability to adapt if necessary.

Test calls

Most contact centres will ask you to do a mock call. Theres only one way to prepare for this: practise with friends and family. This will help you gain confidence and get feedback for improvement. Ask them to be honest about your performance. They will be able to tell you whether you are being too loud, too quiet, too forceful, or anything else that may hinder your chances.

by: Emily Collins

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