Interview questions: looking for the best way to hire a Call Center Agent?

We’ve compiled a list of interview questions normally used in an online skills assessment for a Call Center Agent role.

To hire the right Call Center Agent it’s not enough to ask “resume questions” about someone’s experience. The best way to predict performance is to test job-related skills by seeing how candidates perform tasks they’d normally do on the job.

In this skills assessment you’ll find interview questions that evaluate a mix of skills relevant to a sales manager role, including Resilience, Learning Agility, Customer Empathy and Attention to detail.

Call Centre Agent assessment preview

Call Center Agent interview questions

Question 1

Prioritization

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Prioritization

Please imagine this situation: You have a customer on the phone. You have been trying to help her solve her problem but it is hard for her to understand your instruction. At the same time, your colleague is trying to transfer a call to you who is a customer you served before and looking to speak to you specifically. Also, you know you have a scheduled follow-up call happening in 5 minutes. How would you handle everything and prioritize in this situation?

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Question 2

Resilience

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Resilience

The instructions from the boss to you is to obtain certain basic information about the caller before you answer any of the caller's questions. Yet, the caller is asking you question after question. What do you do? What do you say?

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Question 3

Business Acumen

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Multi-choice
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Business Acumen

Many customer service environments work towards standards and targets for successful customer service delivery. In this context, what does the term KPI stand for?

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Question 4

Communication

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Communication

A large part of this business is tracking seller metrics. If you were tracking metrics and noticed that you have been recording them incorrectly for the past five days, what would you do?

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Question 5

Customer Empathy

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Google Docs
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Customer Empathy

You have received a complaint via email. Please read the letter and write your response below.

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Question 6

Customer Empathy

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Customer Empathy

Turning around a difficult situation is one of the most rewarding aspects of a career in customer service. In your own words, what are (at least) three important things to remember when dealing with an upset customer?

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Question 7

Customer Empathy

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Video
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Customer Empathy

You are a call centre representative at an e-commerce company. A customer called you and yelled, “I am so disappointed at my recent experience with your company, and I will never shop on your website again!” If you can ask 3 questions to understand and help this customer, which questions will you ask? Please record.

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Question 8

Learning Agility

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Learning Agility

Please describe a time when you learned a new skill or gained a new kind of ability in your job. What was the task, and how did you learn the new skill? How did you use the task on the job?

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Question 9

Learning Agility

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Learning Agility

Tell me about your first time selling something. What were some key takeaways?

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Question 10

Learning Agility

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Learning Agility

How has your experience prepared you for this role?

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Question 11

Resilience

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Resilience

You have just started your day and so far, 4/4 calls have been angry, irate customers that have personally blamed you for their orders being wrong. You are about to pick up the call to the next customer, how do you feel? What is your tone coming into this call?

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Great people are worth it

Talent management is the most important competitive advantage in any business.

Vervoe helps companies reach their potential by avoiding bad hires, which cost up to 2.5x salary.

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