#callcenter tips

BE PART OF CONCENTRIX....

Tell me about yourself. In answering this question, don’t repeat details from your resume.
This is the most common mistake applicants make. What the interviewer would like to see is
your spontaneity when answering a question and the kinds of interests you have that relate
to the job. Because this is the initial question, try to give an answer that will leave a positive
impression.

Why did you leave your last job? Try to answer this question as honestly as you can
without bad-mouthing your last employer. Of course we all have complaints about the
company we just left, right? But the interview does not want to see that you back-stab other
companies, even if they are competitors. This is where your research pays off. What you
need to do is focus on the positive points of the company you are applying to work for. Tell
them that as an applicant you want to join the best firm in the industry.

Why apply for this call center job? Don’t give a sugar-coated answer to this one. Just give
the most honest answer you can. It is practical to work at a call center. You get benefits like
HMO medical coverage, night differential wages, allowances, and a high salary.

What are your weaknesses? When answering this question, turn your weakness into a
strength or at least something positive. The most common answer is to say that you are a
perfectionist. But this can also be seen as a a weakness, because as a perfectionist you may
be so particular about the quality of your own work, that it takes you forever time to finish a
task. This example is also a little cheesy and obvious, so try to think of your own “weakness.”

How do you provide excellent customer service? We all know that customer service
means addressing the client’s concern. Excellent customer service means providing
additional service above and beyond addressing the client’s inquiry. At the end of the day,
the client was pleased about the service provided. Exerting every effort and empathizing
with the client, as if we ourselves were in need of assistance, is required for excellent
customer service.

Where do you see yourself five years from now? Now, don’t go saying you plan to be in
abroad at that time (even if it is the truth). The last thing an interviewer wants is a new
employee who has no intention of staying with the company. Tell them that by that time
you hope to be one of the big bosses, either manager, supervisor, or in a different
department. Tell them that you are serious about this job application and you plan to stay
for a long time.
How would you describe the color red to a blind person? This question is a little tricky.
The interviewer is testing your spontaneity to see how you think. We all know we have five
different senses: sight, hearing, touch, smell, and taste. A blind person is missing sight, so in
order to describe the color red you will need to use the other senses. For example, the color
red is like a loud noise. It is a very loud color.

Do you have any questions for me? This is usually the last question in an interview. Even
still, you want to leave a great impression on the interviewer by asking for more information
about the company or even about the next process in the application process. This will show
that you are sincere in your application.

Other possible questions:

How do you deal with angry or frustrated people?

How do you cope with with your stress?

Did you ever experienced where you regret?

SVAR EXAM TIPS
TSVAR has six parts (Section A to F).

Section A is reading
You will be instructed to read 10 sentences included in the piece of paper given to you at
the start of the test. The voice will tell you to read sentence 1, 10, 2, and 5 for instance; but
even if you don’t read the sentences you are asked to read, it doesn’t matter. What matters
is you read something loud and clear, there is no dead air, avoid stuttering and no fillers.

Section B is repeat the sentence you hear

You just have to repeat the sentences you hear, listen carefully you will only get once
chance to hear. Even if you don’t understand what has been spoken, it doesn’t really matter.

What if you don’t understand the recorded sentence?

Don’t worry, still speak a sentence in a way that you don’t sound uncertain of what you are
saying. Even if you say, “I’m sorry I don’t understand what you said because it was too fast.”
is fine for as long as you follow the correct intonation and you don’t sound doubtful of your
answer.

Section C is answering simple questions

In this section you will hear a conversation followed by a set of questions based on it.

For example, the recorded voice says, “Joe is smiling, is he happy or sad?” Even if your
answer is “sad” it doesn’t matter. Just make sure that you sound affirmative and you answer
promptly. But of course it is better if you answer it truthfully and correctly.

Section D is vocabulary
This section will test your vocabulary, there are multiple choice questions followed by
answers in option form. Answer according to the instructions you hear.
For example the recorded voice will say the following:

What is the synonym for the word Huge?

A) Heavy
Tiny
C) Large
D) Little

If you have picked C as the correct answer pat yourself in the back, remember you have to
answer the whole sentence as “The answer is C, Large“

Section E is grammar
This section will test your grammar, similar to Section D there are multiple questions
followed by four options. Answer according to the instructions you hear.

For example the recorded voice will say the following:

Which of the following sentences is grammatically correct?

A) Good morning ma’am! How must I help you?
Good morning ma’am! How would I help you?
C) Good morning ma’am! How may I help you?
D) Good morning ma’am! How might I help you?

If you have picked C as the correct answer but you have to answer the whole sentence as
“The answer is C, Good morning ma’am! How may I help you?“

Section F is timed answers

In this section, you are required to speak on the topic provided to you. The topic will be
repeated twice, you will be given 30 seconds to think about the topic. After 30 seconds, you
will hear a beep tone. Start speaking on the topic after the beep. Speak on the topic for a
maximum of 45 seconds.

The goal is not to be able to retell the topic in 30 seconds or to answer the open question in
40 seconds but to consume the time allotted to answer.

Think of your own creative way to extend the sentence. For instance, instead of saying “I
applied for a CSR job in Exprosearch.” say, “I applied for a CSR, TSR, Non-voice and Back
office job in Exprosearch.” Or instead of saying, “He works on weekdays” say, “He works on
Monday, Tuesday, Wednesday, Thursday, and Friday.” that strategy is termed as “listing.
 CALL CENTER MOCK CALLS SCRIPT SAMPLE - CUSTOMER SERVICE
Situation: A customer is calling about her account balance.
Customer's Profile: Female, Age is 25-30yrs old, calm.
Goal: Answer customer’s inquiry in a timely manner.

Agent: It's a good day today at Bank of Wealth, my name is Heather, How can I help you?
Customer: I would like to know my remaining money in my account.
Agent: I'll be glad to help you. May I please get your Bank Account number and the Name on the
Account?
Customer: Sure, it's Tracy Q. Randall, account number is 805-7845-3895-061
Agent: Thank you, let me just check on it. Ok, can you please, verify the last four numbers of your
social security ID?
Customer: It is ****.
Agent: You still have 84 thousand and 65 cents. Is there anything else that I could assist you with?
Customer: Yes, If I transfer it to my bank account in Lloyds of London, how long will it take?
Agent: If we do the transaction over the phone or online, our team will still contact you for verification
prior sending your money to a different bank. The whole process usually just takes 2-3 days.
Customer: Oh, I see, never mind, I'll just do it after the holidays. Thanks for your help, Heather!
Agent: You are very much welcome, Ms. Randall! You have a great day and Thank you for calling Bank
of Wealth. Good Bye!