customer service issues. Since much of call center life is technology based, you more than likely will be faced with upgrades to the system and the technology, and therefore quick learning and adapting may be required to be successful in the position. You may find such questions being asked as "How well are you at adapting to new technologies," "how long may it take you to pick up on new systems and technologies?" "Have you ever in the past volunteered to gain new knowledge of a work system without being asked?" Being a quick learner, and a real "go getter" will be beneficial to advancing in any position. Just remember, call centers are more than just talking on the phone, so be prepared and desirous to apply yourself to learn new things.
Years back, I worked at a call center, and within the first year I was there, they installed an auto dialer machine. I worked on that system for a few months before I was recognized as having the technological know-how to actually be a team leader and become one of the representatives that actually operated the brain of the system. I got moved off the call center floor, and into the operations room, where I set up the call lists and performed all of the functions to make the auto dialer work. Being a quick learner, and willing to put in a little extra time to gain the knowledge necessary, can help for quick advancements.
How well you tolerate stress is a big issue with call center related functions. If you are on the phone all day with frustrated or angry customers, how well will you function? Can you keep your cool no matter what is thrown at you? Are you able to go from call to call without taking the frustration from previous calls with you? If you have a short fuse, then not only is customer service in general not a good idea for you, but definitely not call center positions. When customers call in, you are the company to them. Your actions, words and all interactions reflect on the customer's view of your company — remember that. So, the interviewer may ask you to describe a scenario where you dealt with a very upset customer, and how you handled it and kept your composure. You might even relate at this point how you have learned from a bad situation; maybe a call you "lost it" on, and how you learned and corrected the situation.
We'll pick up here next week in part three.
Jeff McCormack resides in Virginia Beach, VA. where he works as a web designer by day. In his off time he is a husband, father, and musician. Aside from being a freelance writer for this Customer Service Jobs blog, he also seeks to assist in career choices and information by contributing to other Nexxt blog sites.