Call center employees work directly with your customers. Therefore, it’s extremely important you hire the correct person right out of the gate. After all, 78 percent of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.” Here are some questions to ask call center candidates to increase your odds of making a great hire.

Describe a situation where you encountered a difficult customer. How did you handle it?

It’s only a matter of time before an employee experiences turbulence in the form of a difficult customer. This question will provide insight on a past experience and give you an idea of how they would handle a similar situation in the future.

Pay close attention to their approach and logic to see if it matches your company’s philosophy/culture. Also pay attention to the outcome, and use it to determine their likelihood of being successful if they were brought on board.

How do you calm down an upset customer?

The answer to this question will tell you a lot about a candidate’s communication skills and their ability to be professional during adverse circumstances. The way they react will either help or hurt your company’s customer service. It’s critical they have a calming effect and are capable of maintaining positive relationships.

Describe a time that you made a mistake. How did you learn from it?

Mistakes are inevitable, but it’s important an employee is able to learn from them and apply that knowledge to future situations. While answering this question, take note of a candidate’s response and their body language. If they appear nervous or anxious, they probably won’t perform well in this type of job.

The ideal candidate will have no issue owning up to their shortcomings and will be able to explain how prior mistakes made them better at working in a call center.

How do you ensure that you’re offering great customer service?

This final question will allow a candidate to explain specific actions that they take in order to thrive in their position and keep customers happy. This is important considering that “it takes 12 positive experiences to make up for one unresolved negative experience.”

It’s crucial you choose the right call center employees from the start. A great way to gauge their knowledge and skill set is to ask the aforementioned questions. That way you can bypass iffy hires and recruit top talent.

Looking to accelerate your recruiting? Contact PrideStaff DFW today.


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