What experience do you have managing a call center team?
I have already been working for a call center for about a year and half, but I am not an employee. I run the center as an independent contractor. I do a lot of things that I would do if I were running the center for one company. For example, I hire and fire, train and evaluate my employees, maintain our customer files, develop new campaigns and marketing ideas. I am the one who signs the checks and makes sure that my employees get paid on time. When I bill clients, I use many of the skills that a regular call center manager would use to fill out bills.
When customers have complaints or problems, they usually contact me directly instead of calling a customer service rep directly. This means I spend a good portion of my day talking to unhappy customers. I also spend some of my day supervising my employees, who can be difficult sometimes. I try to help them improve their skills, and I make sure they are trained on the different types of calls they can expect to get.
What strategies have you used to improve customer satisfaction and agent productivity in the past?
I believe that my experience as a call center agent is the most important thing that has helped me do a lot of things effectively. I know what goes into making our agents happy and giving them what they need to be successful in their jobs. I also know how to quickly identify problems and work with customers so we can solve them. This makes us more productive and allows us to create campaigns that are effective and efficient. We are able to create these campaigns by doing a number of things that are essential for customer satisfaction. We do this like:
Just getting to know the customers and using this information to create a more personal relationship with them.
Using surveys to be able to find out what customers want and use that information in our campaigns.
Checking on customer satisfaction and responding wherever we can, often by giving them rewards. This is a great way to reward customers who are loyal and also works as an incentive for those who aren’t. We use this strategy so our agents don’t have to sell; they just provide support for the products.
We use our management systems to keep track of all the information. The staff is able to communicate directly with management and gets the result that they need in no time at all. This is because of how well the systems run.
How would you handle difficult or angry customers on the phone?
I would try to put my customer at ease first. I think that if a customer feels like they are not being heard, it will only make the problem worse. I would try to put myself in their shoes and see how I would want someone to treat me. Then I can develop strategies for solving the issue. I would be approachable and easy to talk to, even if I had a heavy day. I would make sure that I am not being aggressive with the customer, but that they are able to express their concerns. I would make sure that I did not become emotional because of anger, but remain composed. I would stay focused on the issue at hand. I would take notes as we talked and remind myself of the issues and action steps. I would listen carefully to the customer, so they know that they are valued as a person and their concerns are taken into consideration.
What is the worst thing that could happen at work? (Keep in mind your job is a blessing and you should be thankful for it.) I would work overtime or face personal issues. I feel that when the workplace does not go smoothly, personal lives are affected. Instead of there being time for family or friends, extra hours are worked. I make sure to include my family and friends into my life because it is important to have support. I would keep in mind that my co-workers can provide support if things get tough. I would make sure to keep a positive attitude at all times.
Describe a time when you had to deal with a difficult personnel issue in your previous role.
This answer is a good way to let them know what you have done in the past that has made you successful. This will show them that they can trust you with difficult situations. They can see that you have more experience and are more effective in solving problems than they would imagine.
To demonstrate the ability to solve problems in an effective way, you can provide the interviewer a problem that you solved at work. He or she can ask you to explain how you solved it. This may be your most important task in this interview.
Bonus: Provide a more complete explanation of how you solved the problem with examples when possible. This will increase your chances of being hired and also prove that you are more capable than your competition.
Title: Describe a time when you had to deal with a difficult personnel issue in your previous role.
#1: How would you handle customer complaints?
Answer: I would talk to the customer and get an explanation of what they did not like. I would also try to find out if they were satisfied with our products or services after their experience with us. I would then talk to their direct supervisor or manager in order to get the problem solved as quickly as possible.
#2: How would you handle a situation where one of your subordinates was not producing?
What qualifications do you have that make you the best candidate for this position?
I have a great customer service background. I have been in customer service for nine years and I know what it is like to deal with difficult people. I was able to learn the skills needed to do this job well. Before I started my current part time job, I was doing customer service for another company for about 10 hours a week. Both jobs helped me develop the experience that I would need to do a great job in this position. I developed important skills like being able to get along with all kinds of people, and how to work effectively with people that are not familiar with what I was doing.
My customer service experience means that I have the important skills that management needs to do a good job in this position. I have excellent communication skills and I am good at resolving conflicts. I will fit in well with the other employees at this call center.
I know that customer service skills are one of the most important parts of being able to do this job well, so I have developed excellent communication and interpersonal skills from my experience on the telephone every day. I know that this job will require other skills as well, but customer service is the most important.