Interview

Tell me about yourself
I’m you can call me Zyra and I’m 19 years old. So, Zyra is an optimistic and a goal-oriented person. She is
an achiever and puts 100% of her best in everything she does. She can work with minimal supervision but
can effectively work as part of a team. She assures that she works efficiently and as proactive as she can be.
Why would we hire you/ what differ you from others?

I have been an intern in the department of health where I could say that exposed me in an actual workplace
even before I was hired from my previous company. The skills that I developed and work experiences I’ve
gained combined, I am confident that I can be an asset in your company. I’m glad that those places allowed
me to learn and grow the skills that I have now.
Do you have plans in pursuing college?

No, I don’t, I believe that learning is a lifelong process even though I don’t pursue college I am confident
that I will continue learning throughout all my experience and what I will experience.
How do you see yourself working 5 years from now?

Although I have thought of things, I want to be 5 years from now I know that those plans may change. But
for now, I can see myself still working in your company. Most likely taking up a new role because I know
that in that 5 years’ time, I’ve learned a lot from my experiences and I’m confident that I can apply and
share that to the company.
How do you handle irate or angry customers?

First, I will apologize, because I know that there is a reason behind their behavior. I will listen attentively
and understand the concern. I will not match the customer’s emotions and I will handle it the politest and
most patient I can be. And I will assure the customer that I am there to help until the problem is resolved.
Business Process Outsourcing

It is a type of business where one company assigns another company to do certain task like a call center that
handles inbound and outbound calls for the company.
Call center
A call center takes calls in behalf of other companies regarding customer inquiries like subscriptions, cards,
products and many more.
Why call center?

I think that I have the qualities that can contribute in a call center company. I’m very dynamic and can easily
adapt to changes. Aside from the salary, it best suits my situation right now since the community quarantine
was mandated the movements are very limited and I believe that I can survive call center.
How much salary do you expect?

I will accept any compensation package that you know best fit me.
How do you handle stress?

I do the things that can make me happy. I give myself an alone time to reflect but sometimes I talk to people
that are close to me and do hobbies that can make be get back on track.
Strength
My strength would be I can communicate and comprehend well that makes me solve problems more
effectively.
Weakness
My weakness would probably be I’m a bit emotional. But I am working on it I do things that keeps me calm
in emotional situations like doing breathing exercises.
What is customer satisfaction?

For me, customer satisfaction is when you reach the point where your customer problems or inquiries were
resolved accordingly and beyond excellent. It is where the customer had been satisfied because you help
them not just in a short period of time, but it benefits them in a long run. And I truly understood it when I
became an agent myself, I have encounter different customers and once a customer has been satisfied with
your resolution that tome will also open trust not only to the company but also to the agents.
Inbound Calls
Means that the call center is the one that receives calls about different accounts or inquiries.
Banking and Finance Accounts

it covers inquiries that are financial in nature, services like (credit cards or savings accounts), loans,
investment banking, retail financial services and a whole lot more.
After Sales (Products and Services)

Customer service does not end after the purchase of a certain product or service. Since customers would
need assistance from replacements to account changes, most companies provide after sales service to take
care of their customers.
Outbound Calls
Outbound calls focus on making calls going outside. Here are the different types:
Sales Calls
This is the 1st thing that usually came to our minds when we hear outbound calls. During the early stages,
outbound calls were done to make sales. Appointment setting can also be placed under sales calls for it’s a
potential sale closure.
Chat / Email Support

A BPO deals with inquiries or problems through via email or other online platforms.
Customer service
is important because it can help you to:
Increase customer loyalty. Increase the amount of money each customer spends with your business. Increase
how often a customer buy from you. Generate positive word-of-mouth about your business.
How do you handle a rejection?

I just take it in as a positive feedback to me. I make it as a tool to grow and explore more things that I know
I can still learn and developed. I believe those rejections can be your way towards success in the future.
If you overheard a coworker being rude or inappropriate while on a call with a customer, what would
you do?
To be honest if I just overheard it, I would mind my own business during their call because I really don’t
know what is going on between the call. But I will try to open to my coworker about his behavior after the
call. But if ever that it is worst than I thought I would probably call a higher authority than I am because I
am still an employee myself. Such behavior I believe need a much attention.
What are the most important skills for a call center representative?
Skills such as empathy, active listening, speaking, problem-solving and time management are key to helping
customers effectively. The job description may mention specific skills the company is looking for, so be sure
to address those skills with examples when possible.
1. Tell me about how you worked effectively under pressure.
2. How do you handle a challenge? Give an example.
3. Have you ever made a mistake? How did you handle it?
4. Give an example of how you set goals.
5. Give an example of a goal you reached and tell me how you achieved it.
6. Describe a decision you made that wasn't popular and explain how you handled implementing it.
7. Give an example of how you worked on a team.
8. What do you do if you disagree with someone at work?
9. Share an example of how you were able to motivate employees or co-workers.
10. Have you handled a difficult situation? How?
Possible Follow-Up Questions
 Have you worked on multiple projects? How did you prioritize?

 How do you handle meeting tight deadlines?
 How do you handle it when your schedule is interrupted?
 What do you do if you disagree with a co-worker?
 Give me an example of when you did or when you didn't listen.
 What do you do if you disagree with your boss?
 How do you handle it when there's a conflict among team members?
 What is your most career important accomplishment? Why?

Interview

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Interview

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Tell me about yourself

Why would we hire you/ what differ you from others?

Do you have plans in pursuing college?

How do you see yourself working 5 years from now?

How do you handle irate or angry customers?

Business Process Outsourcing

Why call center?

How much salary do you expect?

How do you handle stress?

What is customer satisfaction?

Banking and Finance Accounts

After Sales (Products and Services)

Chat / Email Support

How do you handle a rejection?

2. How do you handle a challenge? Give an example.

4. Give an example of how you set goals.

7. Give an example of how you worked on a team.

8. What do you do if you disagree with someone at work?

9. Share an example of how you were able to motivate employees or co-workers.

10. Have you handled a difficult situation? How?

Possible Follow-Up Questions

 Have you worked on multiple projects? How did you prioritize?

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