Call Center Job Interview Simulation | No Call Center Experience

miss candace mackerel yes welcome  to the interview have a seat how are you doing today um i'm a little  nervous but i'm doing great how are you doing   well couldn't be better and thank you for your  interest in our company i'm olivia by the way and   today i'm going to ask you a series of questions  about yourself and throughout this conversation i   want you to feel free to ask me anything about the  industry and the position that you're applying for   are you ready yes perfect so why don't you  start by you telling me something about yourself   sure i graduated from a computer programming  course but i ended up working in customer service   for a milk tea store for two years i worked there  alone as both as a cashier and a service crew   which means that i was responsible for everything  in the store from organizing it preparing the food   interacting with a customer and processing the  payments it was a demanding job but i loved it   and when i saw that you're hiring for customer  service reps and that's highly related to my   experience i just knew that i had to apply why do  you want to work in our company well i've heard   a lot of good things about your company but one  that interests me the most is your ascend program   where you help or you train your employees to  learn new skills useful skills that you can use   in the workplace like public speaking leadership  training and i think that's very impressive for   a call center company i think that you place high  importance high importance on learning and growth   right and i think that it's not something that  one can easily find in any call center company   so i definitely want to be a part  of your company because of that okay you said that you loved your previous job  but why did you quit i left for two reasons   first i want to upgrade my skills i have been  handling customer service locally it was a great   experience it was helpful but i think it's time  for me to explore on an international level second   for someone in my situation i think i would  have a better shot financially and career-wise   if i joined this industry okay in what way  would working in this industry be beneficial   to you career-wise well career-wise i know  that it'll sharpen my communication skills   that is a huge plus to anyone because wherever  you go whether you're in a high or entry-level   position a great communication skill is  something that will always be useful to you   and i think it's a prerequisite to anyone  who wants to have a career and i want to   have a career and i think i can achieve  that by joining this industry okay   some people say that working in a bpo industry in  a call center industry is a dead-end job do you   agree no absolutely not this job has disadvantages  just like any other but i don't think this is a   dead-end job i know some agents who were promoted  to a higher position and they started off as   agents i also know some who are no longer  working in this industry and are now working for   higher paying jobs in a related industry like  online freelancing for example and a lot of them   told me that they don't think that that they would  have gotten to where they are now had they not   worked in this industry so that doesn't sound like  a dead-end job to me because there is progress i   definitely agree i have plenty of friends who  started out as agents and they are currently   thriving in in this industry but may i ask why  didn't you pursue computer programming i see here   that you finished it successfully why did you work  in a milk tea store after graduation it's a long   story but um i only finished a two-year course a  vocational course technically and i'm not saying   that it's impossible to find a job with this  level of education but it is definitely a struggle   i experienced it firsthand when i was competing  with degree holders and at that time my funds were   already running out and i was only left with two  choices either to go back to the province and be   jobless or to find a job immediately and i and i  chose the latter because i wanted to stay in the   city and explore other opportunities and so it  just so happened that a multi-store was hiring   and i managed to get in and ended up liking it  do you have plans to pursue computer programming   in the future not really i love programming i  loved programming and i think i was decent at it   but i don't think i'm going to pursue it any  longer my interest now lies in the bpo industry   and where do you see yourself five years from now  it's hard to tell and i don't want to sound too   ambitious but i would love to be in a higher  position where i can specialize in one area   and then i can use that skill to impact the  company positively but as to what that expertise   is i am not sure i cannot really tell for now  but i definitely see myself in the bpo industry   five years from now within those two  years of working as a cashier and   service crew what was the hardest experience you  had with a customer and how did you deal with it um okay okay uh so there's this one customer who  insisted that she already paid even if she didn't   um i remember when i asked for the payment  she just replied what are you talking about   i already gave you a 1 000 peso bill where's my  change and of course i was taken aback because   she didn't give me any money  i was 100 percent sure of that   and so i told her firmly but respectfully  that ma'am you haven't given me any money   and after that something strange happened she  she turned red she stared at me wide-eyed and   she said how dare you accuse me of not paying do  you know who i am do you know who i am and she   was repeating that and the customers were already  watching her we're already staring at her and i   for a moment i didn't know what to do  because it was something that i hadn't   really experienced with another customer but the  good thing was i realized that there's a cctv   in front of us so i told her ma'am i don't want  any trouble i am not accusing you of anything   how about we have that cctv checked so we can  confirm whether or not uh a bill was handed   to me and all of a sudden she just gave me the  exact amount and she walked out without a word   wow did this happen on a regular basis  with your job fortunately no i i find that   filipino customers are usually reasonable  and they're they're patient but i i heard   and and feel free to confirm or deny but i heard  that um western customers aren't so patient   is that true well i would say that it's  still a case-to-case basis and ultimately   it depends on the individual but yes generally  western customers do tend to be less patient   or more accurately i would say that they  have higher standards of customer service   but what do you think do you think you can handle  irate western customers i am confident that i can   yes i have dealt with customers face to face and  i believe i can also handle them over the phone i   am not downplaying the difficulty that comes with  talking to people who don't share your language   and your culture but i believe that my experience  in customer service is a solid foundation for that   confident i like that and how do you usually  de-stress i'm sorry when you're stressed   what do you do to de-stress oh well i read  fiction novels specifically fantasy books um   it just helps me de-stress it feels like a mini  vacation for me and i don't have to pay for a   vacation but it's a vacation and another thing  is i also do cardio every other day you know it   just helps with my mood overall and what is your  greatest weakness well i'm terrible at making   small talk and i used to convince myself that it  isn't really a weakness and that small talk is   superficial anyway but of course i realized that  it's an essential part of communication and so now   every chance i get i interact with strangers i try  to smile at them and interact with them at parties   so i'm still not the greatest at it but i am  improving even if it's just little by little   and was there ever a time when making small  talk yielded a positive result for you yes   definitely um i got to meet my best friend  joy three years ago at the at a party because   i made the first awkward step to talk  to her the thing about us is we're both   introverts so we're not so talkative and so the  chances of us connecting effortlessly was low   but because i made the first step i now have  a friend a best friend who shares my interest   i can sense that you have a you're you're very  enthusiastic about this industry and you seem to   be very open to new experiences and that's a good  thing but what do you know about the tasks of a   call center agent do you have an idea based on my  research because i have done a lot of research on   this call center agents talk to customers about  products and services it could be inbound where   the customers are calling the call center the  agents to ask for help about something for example   the other day i called globe about a missing  prepaid load and an agent helped me recover it   i think that was inbound and there's another setup  which is outbound where the ones doing the calling   are the agents and they're calling the customers  to either sell something or to conduct a survey   so that's outbound and lastly i  know that being a call center agent   is not an easy job that's all i know okay that  pretty much sums it all up are you amenable   to working the graveyard shift yes absolutely  okay and how about shifting schedules you could   be working the day shift this month and night  shift the next are you okay with that yes i am   great okay this is an unusual question  but why do you think manholes are round   i'm sorry but i don't know what a  manhole is could you explain for me   okay um manholes are basically underground holes  where a human could enter so he could access the   the sewer system of a city for instance it's used  to access the sewer system and you would usually   see them on sidewalks and pavements oh i think i i  see i see what you mean i think i have an idea yes   and they're usually round not triangle not square  not not rectangle why do you think is it that   they're around can you can you give me a moment  to think about it sure of course take your time i think i think that to answer that question  you would have to ask one would have to ask   what would happen if manholes are built as squares  or rectangles as opposed to round and i think   the answer to that is if they're built as squares  then the cover would fall off easily into the hole   if it's it's placed in a wrong position  whereas if you build a manhole cover   with a round shape then i don't think that  problem happens if it's a perfect round   so i guess they're building it round  for convenience that's my opinion and how would you describe color  red to a blind person since birth okay um i think i would describe it in a  way that a blind person could relate to   um he couldn't see he doesn't have a sense  of sight but he could feel my description by   you by me using the other functioning senses  like the sense of taste uh touch smell   you know just an as an anchor to help him  understand a color okay pretend that i am   that blind person describe red to me right  now okay so think of red as something warm   and nourishing it's the warmth you feel when  you're sipping a hot tinola on a rainy day   okay it could also be the warm kiss  of someone you love or the warm hug   by a lover you know it's it's  passionate it's warm it's red and why should we hire you okay aside from my job   experience and my intention to stay in  this long in this industry long term   i do not shy away from irate customers i never  shy away from them even if it's uncomfortable   i have experienced hand handling them i know how  to handle them and i have the mental strength   to do it well our interview is about to end and my  last question is do you have any questions for me   about the job yes anything related  to the job and the industry um well   you said a while ago that you have plenty of  friends in this industry and they're thriving   what do you think do they have in common in  terms of that one factor that contributed   to them being successful in this industry  because i seriously would love to know well   that's a good question and i think that it  has something to do with them being able to   be willing to go above and beyond in whatever  it is they're doing whether for the customers   the clients or the company you know they just  don't put in their bare minimum they work harder   and you know it's only a matter of time before  these types of people get noticed and offered   higher positions i think that's it going above  and beyond in whatever it is you're doing that   makes so much sense i will definitely keep that in  mind for inspiration all right that concludes our   interview for today thank you so much candace  for your time and could you wait outside and   tell the others that i'll be there in let's say  10 minutes i will be announcing the results sure   thank you thank you so much for your time olivia  i really appreciate it it's my pleasure okay bye

Channel: Kwestyon

Views: 2,086,174

Keywords: job interview simulation, call center job interview simulation, bpo job interview simulation, mock job interview, sample job interview, call center interview questions answers, bpo, call center, cc interview, job interview call center, mock interview, interview simulation, job interview example, kwestyon, call center recruiment, call center final interview, call center initial interview, business process outsourcing, how to pass call center job interview

Id: hH28QO2dBgM

Length: 18min 9sec (1089 seconds)

Published: Sat Apr 02 2022