Call Center Actual Application | Mock Call | Final Interview | Kuya Reneboy in Metacom Part 3

what made you decide to give it a try here in the video industry how do you usually handle feedback in general can you describe to me your attitude when you're working with multiple tasks why do you think it's important to conduct call simulation and incorporate it in our hiring process all right yes good afternoon yes good afternoon as well so yeah how are you doing so far I'm doing good today if you're nervous but excited at the same time that's nice to see here well then I believe you're prepared already yes I actually prepared for this interview so before we start let me just take a quick newer CV it says here your full name is correct yes that's correct and is it is it okay if I address you and oh you're a fresh graduate yes college student so aside from that oh I can see here that you don't have any work experiences yet yes I don't have any work experiences right so I'm just curious right now since you're a college graduate with all what made you decide to give it a try here in the video industry or let's say what's your idea generally about the work here in this industry even though I'm a fresher I don't have any work experiences yet but I did a lot of research about BPO and I learned the stat it's all about customer service it's about providing excellent customer service to any customers it can be an offshore or onshore it depends on the client and I also learned that the difference between inbound and outbound about inbound customer service representative needs to receive a call from the customer and then the outboard call center it's all about giving a call to the customer it can be an outgoing calls or code quality generally it's all about sales account they are doing the outbound calls that's all I know about Pro Center that's all I know but that's actually a lot and I can sense that you've clearly done your research and that's very good for you well then I think we can proceed now to the interview questions right so I'd like to know how do you usually handle feedback in general around it I'm an optimistic person and I'm taking feedback in a positive way I just feel very damn long as it can help me grow as a person as long as it can help me improve or enhance my skills and knowledge I will take them positively okay so you take the criticisms positively as years a constructive feedback yes that's right all right moving forward to my next question to you Ashley one of the challenges here in the industry is that we encounter constant change in our standard operating procedures all right on a daily basis so can you tell me about let's say a situation in your academic experience before where you dealt with something similar and how do you handle it actually I'm a fast learner and I can easily end up with constant changes back in my college days I had this professor who was actually inconsistent as well in giving procedures I was able to add by providing a lot of options I'm always creating Plan B and plan C and all that when whenever I encounter some changes I can easily adapt with and regarding the schedules I also often experience that that sometimes the deadline was changing so I really need to give some time I always need to live allowable time in order for me to finish something so I just don't waste my time in nonsense things so that whenever they have changes in deadlines I can easily pass something I can easily meet the deadline so you always have back plans yes that was my agenda before I know your attitude when you're working with multiple tasks I'm a great multitasker and I can work with multiple tasks simultaneously I'm a type of person who's always creating a to-do list in order for me to be an organized well organized person I'm creating a to-do list in order for me to know which one to prioritize and which one should not be prioritized and whenever I'm creating to do this in this way it helps me to think clearly in every task that I must do and this is for me to ensure that I am doing and I'm on the right route whenever I have multiple times that's great here so she's such a multitasker you're used to it yes I'm used to it and now also I would like to know your take about you know the muffle thing and the hiring process that we're doing so why do you think it's important to conduct call simulation and incorporate it in our hiring process pulse simulation is very important in a hiring process of Eco Center industry because it can really help you filter the applicants use the applicant and give a good delivery whose applicant and give a good customer service for a customer can really help you evaluate an applicant each one who can give a good customer satisfaction so it's one way of assessing actually yes it's one way and now to also get your tailor opinion about this if ever let's say you'll get hired you'll be put in a team and your team leader decided something let's say your team leader gives you a solution that you don't totally agree with what will you do about it okay I will still give him or her a chance if he already had a decision regardless if it's majority decision or not I will still give them a chance because team leaders are team leaders and they know what they are doing they are not going to be in their positions if they don't have the skill they don't have the knowledge as a team member is my number one responsibility to follow so just in case the team leader asked me to speak then that's the only time I will speak all right to give your opinion to give my opinion our suggestion so that well okay that's good for you all right now sorry given the fact that you'll be working in a customer let's say service field and maybe you'll be setting something or you'll be catering to sell concerns specifically say for example imagine you're selling to a customer so how do you think you can convince a customer to switch to your network or internet provider of course first I will need to investigate so I will ask probing Customs to my customers the current plan that she already has and then the monthly payment that here he is paying I will ask all of those and then once I evaluated everything that I need I will offer now my product or my network provider I will tell him or her about the features that you can enjoy about the additional plan I will maximize everything the resources that everything that we have like previous discounts to convince the customer I will offer everything wow that's nice [Music] and now I think this is such a common question that you're hearing or even encountering what you will do your research before but I'd like to know what's your strategy or what will be your strategy in handling iron customers first thing that I should do is to listen to the customer and then I will let him or her vent out or express its frustration or disappointment in regards to the product or service that she encountered and then after that I will give a current statement I will empathize when needed of course and then after verification process if necessary I will verify the account after that I will resolve the issue by maximizing all the resources the products that we have we can give a one-time courtesy and a freebies just to classify the situation I will do that and of course I will do extra mile just to classify the frustration of the customer and [Music] thank you so much that's it for the final interview and I believe you're ready to proceed with the call I guess so all right so now we'll be having the muffal uh scenario so again this is the role play part of the internet anything to know how to received your local script yes they have it all right that's actually because uh that will serve as your product knowledge all right so all the information that you'll be needing is in there as well as the actual scenario okay okay okay and again you may keep the paper open or with you while we're doing them okay okay and I guess are you already prepared for it as well yes I already read it in practice that's nice here so shall we start or do you practice it I guess we can start now so yeah just to just a month into 75 all right so your end goal here is to provide what do you think will be the proper resolution for it okay okay so you have to show the process to be how will you be catering to that concern okay maybe I'll just explain to the customer the situation okay so you have to demonstrate that to me all right okay okay okay and again when I say ring ring you're gonna start throwing the opening spill and then the call still will follow all right okay ready ready all right then so bring a ring thank you for calling customer service my name is Renee how can I assist you today so you just hire you on time and sometimes in advance but why am I getting charged for no absolute reason I understand that you're calling about the charge and I completely understand it I know that this is confusing no worries let me check on this may have your name and account number yeah sure my name is Samantha Smith number is 0012-92-56 5574 thank you one moment please I'm so disappointed with your service honestly I thought I would have a good experience once I tried your service but you know I actually keep on getting charges from I don't know where it came from I know that you are so much disappointed Samantha but I apologize for that to be honest aside from this is there anything else that you don't like about our plan let me know actually it's just real no charges all right upon seeing here the reason why you keep on getting charges for your monthly bill is that your payment every month is not full your monthly bill is 75 and you paid 50 a monthly only that's why the balance keeps on adding every month oh I see so it's been only paying fifty dollars and the rest is being incurred in my other monthly bill yes that's right to avoid charges in the future please pay your monthly bill with the exam amount total of 75 monthly yes is there anything else that I can assist you with Samantha oh actually there's no no thank you for trying everything okay no worries I'm glad that you cleared your confusion again thank you for calling customer service my name is Ryan have a great day [Music] actually I was nervous but it was fun that's nice here that you had fun doing are you interested to be in the call center industry we got you because we have tons of open positions here in matacom we are continuously hiring customer service Representatives technical support Representatives usrn along with bhrn and Tech roles such as Java developer system developer specialist and system developer analyst you may enjoy signing bonus various allowances account incentives and action will benefit aside from your basic salary to start your application just click the link in the description box below and fill out the form [Music] thank you [Music]

Channel: Metacom Careers

Views: 170,709

Keywords: mock call interview for call center, mock call practice scripts, mock call practice sales, mock call practice, mock call, final interview questions and answers in call center, final interview questions and answers, final interview call center, final interview questions, final interview for call center agents, metacom careers, kuya reneboy, final interview questions and answers in call center for newbies, fina interview call center no experience, final interview

Id: tKIRQyB6_H0

Length: 12min 41sec (761 seconds)

Published: Fri Jun 02 2023