Call centers can be hectic places with routine high-pressure situations. Whether it’s a sudden flood of calls or angry customers, you need to hire people who know how to perform well under stress.

In answering this question, you want candidates to describe the situation they were in, the steps they took, and the outcome.

If your interviewee has call center experience, they’ll have stories to tell. Their stories will give you a sense of how they deal with job stress.

For a situation candidates feel they handled well, you’ll learn what they consider “good” handling, and see whether you agree with them. Ultimately, it’s easier to train agents who have similar ideas/standards as you.