Suitable Interview Responses For a Call Centre Or Telemarketing Firm
ROLE PLAY
SUITABLE INTERVIEW RESPONSES FOR A
CALL CENTER OR TELEMARKETING FIRM
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
The following is a list of potential questions you may be asked when
you appear for an interview for a Call Center or a Telemarketers'
profile.
There are two possible answers for most of the questions, you may
use this presentation as a guide if you have to appear for an interview
in either profile.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: Why do you want to work in a contact center?
Interviewee: I am still studying and can not accept a full time work contract. I was
looking for a job with flexible working hours and no special experience needed. From all
available options, I consider a job in a call center to be the best one in my situation.
(or)
I was looking for a position on which I can develop my communication and sales skills
and ideally work in the office. On the top of that, seeing your reward structure, I
understand that if I am good, I will earn quite well in this job. These are the main
reasons for my job preferences.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: What do you want to accomplish on this position?
Interviewee: I understand that to run a call center is a difficult business model. The
competition is huge and everyone tries to get hands on the best campaigns. If I become
one of the best operators and help the team to achieve good results, I will be very happy
and feel accomplished in this job. I believe I can make it happen.
(or)
Well, I would love to improve my communication skills, but at the same time, I want to
become a good operator. My experience with operators is mostly negative, because
they are not enthusiastic and it seems they do not like their job at all. I want to be
different and help to improve the overall reputation of the operators.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: What do you believe is a main duty of an operator?
Interviewee: An operator is the first point of contact in a company. He connects the
caller to the correct person. He helps communication process by making it faster.
He needs to be very accurate in the passing on the information from the caller to the
receiving person or department. And most important ‘do all with a warm smile’.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: This job is very repetitive. What would motivate you to do it well every day?
Interviewee: Like in every other employment, one needs to deliver. If I do not do my job
well, the results of my phone calls won’t be satisfactory. I understand the phone calls
are monitored, so… I need a job, I consider this opportunity as a good one for my
current situation and therefore I will do my best to keep it. That is what motivates me,
even if the job is repetitive.
(or)
To be honest, I prefer routine jobs. I do not like to come up with something new every
day or to solve some difficult tasks on a daily basis. I like to know what I am supposed to
do and take action according to it. After all, the job will be boring, doesn’t matter if I am
positive when talking to a client or not. So why to make it even worse? I try to enjoy it as
much as I can and do not mind if it is repetitive.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: How can we ensure that you would not leave our company after one
week?
Interviewee: I know this job is very demanding and it is not easy to be eight hours on a
call. However, if I was not ready to do it, I would waste neither yours, nor my time in an
interview. If you hire me, I will do my best to have this job as long as possible.
(or)
Presently, I need a job to support my studies. My studies are very important for me and
I really can not afford to continue without an income. This is one of the few jobs I can do
while being at school. So, I really do not plan to leave it soon, if you hire me.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: How would you deal with a client who does not want to talk to you at all?
Interviewee: It would not discourage me. I know people receive many phone calls
nowadays, and sometimes are just tired of answering it. However, I would try my best to
be as positive, enthusiastic and natural on the phone as possible. I would try to assess
the mental condition of a client and do my best to start conversation with him, based on
my assessment of a situation. I am sure I will be able to make them talk and cooperate,
at least in some cases. But for sure, if someone hung up, it would not discourage me. I
would simply continue my job, as if nothing had happened.
(or)
In my opinion, if someone does not want to talk, it makes no sense to push it too hard.
Such a person is not in a buying mood and to try to start a conversation him would be
just a waste of time. I have just eight hours a day to be on the call, so I should invest it
wisely, talking to clients that are actually interested to listen to me and in a mood to
complete the desired action. Therefore, I would apologize to such a person, wish him a
nice day, hang up the phone and move to another call quickly.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: How do you feel about making a cold call?
Interviewee: Before I start promoting any offer, I like to test it on my own, or at least
learn as much as possible about it. In most of the cases, it’s win-win business, so the
customer can benefit from it. Once I convince myself about the added value of my call, it
is easier for me to make cold calls. Actually, I have experience with it from the past, so I
am sure I can handle it.
(or)
To be honest, I am not in favor of cold calling. It’s the toughest aspect of this job.
However, it’s my duty. It’s my task, so I will do it. If I was not ready to make phone calls,
I would never apply for this job.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: This is our product (he shows you a product (socks) or reads a description
of a service). Tell me why someone should purchase it.
Interviewee: These socks have been designed with sports technology especially for the
athletes. It regulates your foot temperature and allows air circulation due to its organic
fibers and technical design.
besides to appeal to youngsters it comes in all vibrant colors of latest trends. So you can
have both style and comfort.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: When are you able to start?
Interviewee: I am obliged to give 15 days notice to my current company and then I can
join here immediately.
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Interviewer: Do you have any questions?
Interviewee: Questions You May Wish To Ask
The Organization
A. Major current projects
B. Future developments
Work
A. What I would be doing
B. Typical projects/timescales
© 2016 albert-learning.com
Suitable Interview Responses For a Call Centre Or Telemarketing Firm
Training
A. Training offered/possible
B. Help with professional qualifications
Colleagues
A. Who would I work with?
B. Who would be my immediate senior
Location
A. Where would I be based?
B. How about travel/mobility
© 2016 albert-learning.com