7 Questions to Ask When Hiring a Call Center Agent
Call centers have a high rate of agent turnover, so there is a frequent
need to hire new agents. By screening candidates carefully, manager
stand a better chance of finding suitable new employees that will stay
in their positions longer, thus reducing the turnover rate.
job interview is the best means to assess the candidate’s skills,
experience and personality. Besides the obvious questions meant to gauge
these qualities in an applicant, here are seven additional questions
that should be part of the interview process. [more]
1. What software applications are you familiar with?
contact centers use different systems for customer relationship
management (CRM), quality assurance, call recording and workforce
management. If the applicant is already familiar with the systems in
place at your call center, that should expedite their acclimation into
their new position.
2. Would you characterize yourself as a team player? If so, how?
centers work better with teams of agents that get along, and work
together when issues pop up regarding scheduling, shift swapping and
changes in procedures. Agents should be willing to help each other.
3. What was your most difficult customer encounter at your previous job?
question assesses the applicant’s skill level, and the manner in which
he or she was able to (hopefully) resolve a difficult customer’s issue.
4. Which areas of your job are you best at, and in which areas are you still striving to get better?
applicant might be hesitant to respond to this, out of concern over
acknowledging a limitation in certain specialties. But the ability to
self-assess is important for a call center agent, as they will be called
upon to review their calls through call recording software and identify
the strengths and weaknesses of their performance. Someone who is
already aware of these is ahead of the curve.
5. Describe a situation where you had to think quickly to solve a unique or unexpected customer issue.
it’s important that agents “stick to the script” and follow company
guidelines, there will be times when this is not enough. An agent should
be able to think outside the box when necessary, and address a
customer’s needs in a way that does not violate call center policy.
6. What do you enjoy about working in a call center?
an agent cannot answer this question, he or she may not be the best
hire. Employees who find personal fulfillment in their work always
perform at a higher level.
7. Why did you leave your last position?
agents are released through no fault of their own – perhaps the call
center had to downsize, or moved to a new location. But if the agent was
fired because of a personality conflict or job performance, this will
require additional explanation to avoid a similar situation in the
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