Call Center Team Leader Question:
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Explain me what your idea of a call center is and how you would utilize your prior experience in providing call center service?

Answer:

I see a call center as a place where I would provide customer service over the phone instead of face-to-face. I understand that it is typically a high-paced environment where I will need to adapt to speaking with many different types of people and address their concerns. My time providing face-to-face customer service has taught me the value of tailoring interaction to each individual for maximum customer satisfaction. I have also learned to listen actively, express empathy and offer constructive and prompt solutions. In my opinion, since over-the-phone customers do not have the advantage of observing my facial expressions and body language, I will need to ensure that my tone conveys the message I intend. As customers are also unable to see what I am doing, I will also be sure to keep them updated throughout our conversation, for example, letting them know that I am checking the electronic record of their purchase.

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