Call Center Job Final Interview
Final Interview Questions Final Job Interview Process Depending on the level of the position, your final interview might be conducted ...
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Final Interview Questions
Some cases, the interviewer is usually the account manager or the head of the department where you will (possibly) be assigned. The main goal of the interviewer is to go deeper into your personality and evaluate your potentials.
Don’t Be Afraid to Brag a Little
While many final round interviews will be about your fit with the company or team, they usually still have some technical component to (again) verify your skills. Feel free to show off a bit. Studies have shown that when it comes to interviewing, candidates who show a bit of narcissism actually end up being rated more favorably than more modest interviewees—so don’t forget to brag a little. You can’t rely on people to make the right assumptions about you. Better to spell it out for them.
But Know When to Address Your Weak Points
That said, you don’t want to seem arrogant. It’s a fine line to walk, but one way to do it is to show that you are very self-aware about your weaknesses. The other finalists might have you beat in some areas, so you want to be able to show you’re conscious of that and working on it. Whether it’s mentioning that you’ve already spoken with someone to learn more about that particular subject or that you’re taking a class on it, acknowledging the weakness and showing the concrete steps you’ve taken to bridge the gap is refreshing and prevents you from sounding overconfident.
Don’t Be Afraid to Ask Questions
The final round interview is typically held in the office you’ll actually be working in should you be offered the position. It’s a way to give you a sense of what you’re signing up for, so it’s a good idea to show interest in this whole process. That doesn’t necessarily mean vigorous nodding when the hiring manager points out the kitchen or the conference room. A better way to show interest and enthusiasm is to ask thoughtful questions. Picture yourself as part of the team and fulfilling your day-to-day responsibilities—what information do you need to complete that picture? Start there.
But Know When to Bring the Focus Back to You
Sometimes interviewers can get a little too excited about showing off the office space or talking about the projects you’ll be helping them with and forget to actually give you a chance to really make your case for the position—after all, they’re probably using this as their chance to convince you to take the job if they decide to offer it to you. But for you, this is the last opportunity to sell yourself as the right candidate for the job. Let the interviewers show you around and give you a sense of the work you’ll be doing, but don’t let the day pass by without giving them more reasons to hire you.
Don’t Be Afraid to Laugh
Interviewing is serious business, but that doesn’t mean you can’t have a little bit of fun with it. If you get the job, the people that you’re interacting with today will presumably be the same people you’ll be spending eight or more hours a day with. Let them know that you’ll be fun to be around by smiling when you’re speaking with them (it sounds basic, but so many people shut down during interviews that I had to say it) and even sharing a laugh if the opportunity arises. It helps to build rapport with your interviewer—and maybe you’ll even be remembered as the candidate who shared a laugh with the CEO.
But Know When to Be Professional
While, yes, you should feel comfortable laughing in an interview, you’ll have to be equally ready to get down to business. There are always some areas of the job that you want to be very serious about. If, for example, the role involves working with clients or managing others, you’ll want to be ready to lay down your experience in a way that inspires confidence. That means using an even voice to describe your qualifications—no nervous giggles. Reading your interviewer and understanding when to be serious and when to show that you’ll click right into the team is what could make the difference between you and another qualified candidate.
After the Final Job Interview
Don't expect to hear back right away and don't panic if you're not contacted immediately after the interview. It takes time for companies to make final decisions, to put together a job offer package for the winning candidate, and to let the other applicants know that they weren't selected.
If a week or so has gone by and you still haven't heard, it's appropriate to follow up with your contact at the company.
Final Job Interview Process
Depending on the level of the position, your final interview might be conducted by a member (or members) of the company's senior leadership, or, if it's a small company, by the CEO.
Occasionally the interview will be conducted by the same person who conducted your other interviews. In the final interview, you will likely meet a number of people in the office including prospective co-workers, and you may even have multiple interviews with these employees.
As far as I can remember these were the questions asked to me:
What are your principles in life?
- I would always say, “We only have one life. So we should live it right and do our best in everything we do.”
Do you always depend on your parents when making big decisions in life? Or how do your parents affect you when it comes to decision-making for yourself?
- “I was raised by a single-mom and I love and respect her and I know that she loves and respects me too. She has always been a major influence to me especially when making major decisions in life. But of course now that I have come of age, she also respects the fact that I already have the ability to discern what is right or wrong for me.”
You may also receive questions that would measure your Customer service skills:
The key to success in a call center position is your customer service skills and orientation.
“Tell me about a situation in your previous jobs when you had to deal with demands from an unreasonable customer.”
- There was one time when I had to deal with a customer who demanded for a replacement despite the fact that his item is no longer within the return period. In times like that, I believe that it is necessary to stay calm and professional and let the customer know that you understand the whole situation and how he feels. I politely explained to him that we could not process a replacement but we can process an in-warranty repair. I believe that an effective customer service agent does not need to compromise the company’s policy to meet customer satisfaction. You just have to sound friendly and professional.
“Tell me about a time when you went the extra mile for a customer.”
Tip : Show how you proactively develop the relationship with the customer, make the extra effort to listen and understand the customer and give high priority to meet the customer’s needs.
Way back at my previous call center company, I was working for an account that handles Technical Support for a digital camera. For How-to inquiries, we were supposed to just refer customers to the online interactive tutorial. However, there was this customer who was in her 80’s who badly needed help with some settings in her camera. I thought it would be too rude of me to just say “Okay log on to this website and you’ll get the support that you need.” So, what I did, I stayed on the phone for over an hour to walk her through with the settings for her camera. And it was worth it, because it always feels good to be of help. Also, she even spoke with my supervisor to give me Kudos.
“Describe a situation when you had to calm down a very angry customer and uses foul language.” Tip: Describe your ability to handle negative customers without being intimidated or getting upset.
Yes, I’ve had a few experiences with irate customers. In times like that, I believe that it is necessary to stay calm and professional and let the customer know that you understand the whole situation and how he feels. If he/she begins saying foul words, in a clear but calm way, I would say, “It would be better that we handle this situation on a professional level. I will do my best to fix this issue but I need you to stay calm. I can handle your problem but I might not be able to handle your foul language. I might be force to end this conversation if you continue to yell foul words at me.”
Learning Skills
Call center positions often require the successful candidate to undergo both product and technical training. In a call center interview you will be asked questions that would explore your ability to learn and apply new information quickly and willingly.
“Tell me about a time you were able to learn something complex in a short time period.”
I am a fast learner because I am optimistic and open-minded. I think these are major factors in order for one to learn very easily. When you are open-minded, you are open to changes and you are open to new things as a result, you are very trainable. Before I entered the call center industry, I had no idea about American Culture. I had no idea on how they live their typical days. I had no idea on how they think. But keeping an open mind and positive attitude helped a lot.
Here's top tips for your final interview
Don’t Be Afraid to Brag a Little
While many final round interviews will be about your fit with the company or team, they usually still have some technical component to (again) verify your skills. Feel free to show off a bit. Studies have shown that when it comes to interviewing, candidates who show a bit of narcissism actually end up being rated more favorably than more modest interviewees—so don’t forget to brag a little. You can’t rely on people to make the right assumptions about you. Better to spell it out for them.
But Know When to Address Your Weak Points
That said, you don’t want to seem arrogant. It’s a fine line to walk, but one way to do it is to show that you are very self-aware about your weaknesses. The other finalists might have you beat in some areas, so you want to be able to show you’re conscious of that and working on it. Whether it’s mentioning that you’ve already spoken with someone to learn more about that particular subject or that you’re taking a class on it, acknowledging the weakness and showing the concrete steps you’ve taken to bridge the gap is refreshing and prevents you from sounding overconfident.
Don’t Be Afraid to Ask Questions
The final round interview is typically held in the office you’ll actually be working in should you be offered the position. It’s a way to give you a sense of what you’re signing up for, so it’s a good idea to show interest in this whole process. That doesn’t necessarily mean vigorous nodding when the hiring manager points out the kitchen or the conference room. A better way to show interest and enthusiasm is to ask thoughtful questions. Picture yourself as part of the team and fulfilling your day-to-day responsibilities—what information do you need to complete that picture? Start there.
But Know When to Bring the Focus Back to You
Sometimes interviewers can get a little too excited about showing off the office space or talking about the projects you’ll be helping them with and forget to actually give you a chance to really make your case for the position—after all, they’re probably using this as their chance to convince you to take the job if they decide to offer it to you. But for you, this is the last opportunity to sell yourself as the right candidate for the job. Let the interviewers show you around and give you a sense of the work you’ll be doing, but don’t let the day pass by without giving them more reasons to hire you.
Don’t Be Afraid to Laugh
Interviewing is serious business, but that doesn’t mean you can’t have a little bit of fun with it. If you get the job, the people that you’re interacting with today will presumably be the same people you’ll be spending eight or more hours a day with. Let them know that you’ll be fun to be around by smiling when you’re speaking with them (it sounds basic, but so many people shut down during interviews that I had to say it) and even sharing a laugh if the opportunity arises. It helps to build rapport with your interviewer—and maybe you’ll even be remembered as the candidate who shared a laugh with the CEO.
But Know When to Be Professional
While, yes, you should feel comfortable laughing in an interview, you’ll have to be equally ready to get down to business. There are always some areas of the job that you want to be very serious about. If, for example, the role involves working with clients or managing others, you’ll want to be ready to lay down your experience in a way that inspires confidence. That means using an even voice to describe your qualifications—no nervous giggles. Reading your interviewer and understanding when to be serious and when to show that you’ll click right into the team is what could make the difference between you and another qualified candidate.
After the Final Job Interview
Don't expect to hear back right away and don't panic if you're not contacted immediately after the interview. It takes time for companies to make final decisions, to put together a job offer package for the winning candidate, and to let the other applicants know that they weren't selected.
If a week or so has gone by and you still haven't heard, it's appropriate to follow up with your contact at the company.
