Call Center Team Leader Interview Preparation Guide
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Call Center Team Leader related Frequently Asked Questions by expert members with job experience as Call Center Team Leader. These questions and answers will help you strengthen your technical skills, prepare for the new job interview and quickly revise your concepts

49 Call Center Team Leader Questions and Answers:

1 :: Explain me why do you want to work for our company as Call Center Team Leader?

During my research, I discovered that your company really values training and ongoing learning for your employees, and as someone who loves to learn new things and be challenged, this is important to me.
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2 :: Explain me how would you handle a call from an angry customer?

I think the first step is to stay calm and express to the customer that you understand them. I think it’s also important to remember that it isn’t personal, and the best way to de-escalate the situation is to work towards a solution.
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3 :: Can you explain about a time when a customer call was escalated to your attention. How did you handle it? What was the outcome?

We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.
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4 :: Suppose I am an angry customer; How would you talk me down?

It’s extremely useful to know in advance how potential agents will handle irate callers.

If you simply ask them, however, most applicants will claim they’d do all the right things. They’ll say things like “I’d actively listen to the customer’s complaint, take notes, and find a solution that complies with company policy.”

While the pressure of a job interview isn’t exactly the same as an angry customer on the phone, it’s worthwhile to simulate the situation and watch how candidates respond in a high-pressure situation. Consider writing a script ahead of time (using real quotes, if possible) from experiences your existing agents have had.
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5 :: Tell me how many calls per hour can you make/receive?

This question primarily applies to telemarketers, but it is also applicable to employees who receive calls. Figure out what the average time per call is, and use that time to figure out how many calls you can make per hour. Customer complaint/problem calls tend to run a bit longer than telemarketing calls, so you will make fewer calls per hour if you are providing support or technical assistance.
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6 :: As you know working in a call center is very repetitive. What will motivate you to do a good job everyday?

This job entails talking to new prospective customers everyday. With each call I never know what to expect on the other end so I don't find it repetitive. If I didn't do my best it could result in a lost sale. Each person deserves just as much effort as the rest. It's only right if my 100th call is just as enthusiastic as my first.
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7 :: Explain me how do you deal with a customer who demands solutions you cannot provide?

I strive to always go the extra mile to achieve satisfactory solutions to customer concerns. However, sometimes a customer will insist on obtaining services that are either against company policy or impossible to provide. For example, I once had an angry customer who wanted to return a computer in exchange for one of a different brand. My company did not sell any computers of that other brand, so that was not a service I could offer him. I listened to his concerns and his reasons for wanting the other computer. Then I told him about other computers offered by my company that were similar to the one he wanted and explained how their attributes were suitable for the customer’s purposes. As a result, the customer was able to calm down and ultimately chose to receive a replacement computer from our catalog.
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8 :: Explain what do you like to do for fun?

If they say things like, “hanging out with friends and watching movies”, they probably aren’t the go-getter type you’re looking for. Great talent has passion outside of the office: Perhaps they like to cycle, play guitar in a band, or they have a side gig (what better way to show a hard work ethic!) In any event, while ‘hanging out with friends’ is a good social trait, you should certainly look for the candidate that offers more to this answer.
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9 :: Explain me what are three positive characteristics you wish you had?

The key here is to be honest about your wish list but then to describe how you plan on developing or growing those characteristics so that it becomes a reality. For example, I wish I had a stronger work ethic and I am reading a book right now about how to instill a better discipline around getting work done efficiently.
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10 :: Why did you leave your last job as Call Center Team Leader?

I wanted a new opportunity where I could learn new things and grow my career, but also where I could work more directly with people.
I wanted to find something more challenging where I could perfect and develop new skills.
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