Call Center Team Leader

I plan to work hard and distinguish myself from the others in the call center. I expect to be one of the top performers within the next 6 months and possibly team leader by the end of my first year.

There’s really only one answer to this question: “Going above and beyond expectations” is quality customer service.

I managed a team of five in my last position, and I loved being able to offer advice and train them into better employees. To help motivate my team I frequently placed goals in front of them that they were incentivized to reach. I found this increased their motivation and their performance.

I wanted a new opportunity where I could learn new things and grow my career, but also where I could work more directly with people.

I wanted to find something more challenging where I could perfect and develop new skills.

The key here is to be honest about your wish list but then to describe how you plan on developing or growing those characteristics so that it becomes a reality. For example, I wish I had a stronger work ethic and I am reading a book right now about how to instill a better discipline around getting work done efficiently.

This job entails talking to new prospective customers everyday. With each call I never know what to expect on the other end so I don't find it repetitive. If I didn't do my best it could result in a lost sale. Each person deserves just as much effort as the rest. It's only right if my 100th call is just as enthusiastic as my first.

If they say things like, “hanging out with friends and watching movies”, they probably aren’t the go-getter type you’re looking for. Great talent has passion outside of the office: Perhaps they like to cycle, play guitar in a band, or they have a side gig (what better way to show a hard work ethic!) In any event, while ‘hanging out with friends’ is a good social trait, you should certainly look for the candidate that offers more to this answer.

This question primarily applies to telemarketers, but it is also applicable to employees who receive calls. Figure out what the average time per call is, and use that time to figure out how many calls you can make per hour. Customer complaint/problem calls tend to run a bit longer than telemarketing calls, so you will make fewer calls per hour if you are providing support or technical assistance.

We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.

It’s extremely useful to know in advance how potential agents will handle irate callers.

If you simply ask them, however, most applicants will claim they’d do all the right things. They’ll say things like “I’d actively listen to the customer’s complaint, take notes, and find a solution that complies with company policy.”

While the pressure of a job interview isn’t exactly the same as an angry customer on the phone, it’s worthwhile to simulate the situation and watch how candidates respond in a high-pressure situation. Consider writing a script ahead of time (using real quotes, if possible) from experiences your existing agents have had.

Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn’t lose out on the great benefits your products can give them.

During my research, I discovered that your company really values training and ongoing learning for your employees, and as someone who loves to learn new things and be challenged, this is important to me.

I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.

Talk about a challenging question! I can’t even think about a tough decision I’ve had to make in that timeframe. (Don’t worry, we’re leading into an easy question next.) There’s no right answer here, just let the candidate tell their story, and hopefully the challenge had some merit.

I would apologize and assure the customer that I will make certain their number gets categorized correctly. I would then note it in the CRM application. That way even if it's a system error we will still catch the mistake next time and another agent won't have to deal with an escalated encounter. Lastly, I would notify my manager.