Call Centre Interview

mutley18

Hi,

I have a competency based interview next week for a role within the call centre of a major firm. My background is in construction so I really don't know how I will relate my answers to the position I have applied for? Any advice would be greatly appreciated!

And as a male, I should suit up for this yes? Some people have told me overdressing for a basic call centre role stinks of desperation?!

The Gibzilla

mutley18 wrote: »

Hi,

I have a competency based interview next week for a role within the call centre of a major firm. My background is in construction so I really don't know how I will relate my answers to the position I have applied for? Any advice would be greatly appreciated!

And as a male, I should suit up for this yes? Some people have told me overdressing for a basic call centre role stinks of desperation?!

Hi,

Congrats on your interview. I wouldn't say a suit ever stinks of desperation, it's better to be overdressed than under-dressed. Generally, I would gauge attire from the selection process I.E if it's been a formal process thus far, professional cover letter & CV, professional phone interview then I'd follow on and wear a professional get-up for the occasion.

As for the competencies, I'd try and think of examples in which you can show communication, team work, customer service skills and problem solving ability. I'm sure you've quite a few examples of problem solving, team-work and communication from your time in construction and you've most likely dealt with a lot of customers too, so whist the two industries are different the competencies remain the same.

All the best with the interview!

gandalf

I'd always suit up for an interview. If you are overdressed you can make a joke of it with the interviewers, if you are underdressed then you are off to a very bad start and will have probably blown the interview.

As Gibzilla says use your previous experience to show your competencies. Make sure you check the job description and pick out the key competencies that they are looking for and have a few sentences prepared for each of them.

Good luck with the interview.

Ilovelucy

You don't have to relate competencies to work situations. You can give examples from other areas in your life. In one interview I had I was asked about my organisational skills and I used an example of being on a fundraising committee and how I organised it from beginning to end. As long as some are work related then it's ok to use outside examples.

ForstalDave

mutley18 wrote: »

Hi,

I have a competency based interview next week for a role within the call centre of a major firm. My background is in construction so I really don't know how I will relate my answers to the position I have applied for? Any advice would be greatly appreciated!

And as a male, I should suit up for this yes? Some people have told me overdressing for a basic call center role stinks of desperation?!

What does the call center support?? The questions they will ask depend on this, Call centers like upc and eircom generally provide a basic support function so they provide on site training and the questions are more about getting to know you than anything. I did one for BT before and they basically asked the same 2 questions 50 times in different formats (are you ever late and are you ever sick)

mutley18

Thanks for the replies guys really appreciate it!

This is the job description:

Overall purpose of post:

• The Technical Support Team services calls and requests for numerous Business areas. Under general supervision, performs moderate to high complex transaction processing work.
• Identifies and resolves problems in a timely fashion following established guidelines.
• Incumbents have a good understanding of their specific product or functional area and are flexible in attitude.
• A strong emphasis on time management and accuracy is critical for this role.
• Cross-training is an integral part of this team and offers an opportunity to grow and develop skills.
• Some of our Helpdesks are 24*7 operations and the team works on monthly rotational shifts.
• Handle various types of enquires and transactions related to new and existing accounts via telephone (both inbound and outbound calls) and in a back office environment.
• Assists in the resolution of customer complaints in order to drive high levels of customer satisfaction.

Summary of Duties:
• Strives to exemplify the company’s core value of providing World Class customer service in each and every customer interaction.
• Answer incoming call requests/problems for Prudential staff; investigates the situation, determines appropriate course of action (with manager’s approval, if situation warrants), and follows through with the customer on resolution in a timely manner.
• Undertakes transaction-processing responsibilities following standard operating procedures for each transaction type and attain all transaction processing quality standards.
• Handles requests/problems for customers; investigates the situation, determines appropriate course of action (with manager’s approval, if situation warrants), and follows through with the customer on resolution in a timely and professional manner.
• Responsible for a possessing a high level of technical knowledge regarding components of products that are serviced by Operations.
• Uses computerized system for tracking, information gathering, providing information, referrals, and routine transactions and/or troubleshooting.
• Meets or exceed daily transaction processing productivity/call service level timeliness and goals.
• Motivates and supports co-workers in order to attain team and department goals
• Uses feedback from others to identify opportunities for continual performance improvement
• Uses computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting.
• Displays flexibility for other issues/tasks as they arise.

Knowledge and skills requirements:
• 1-3 years IT experience
• Technical support helpdesk experience is a plus
• Experience working in a transaction-based environment
• Administration experience on moderate to high complex transactions
• Administration /customer service experience
• Excellent communication skills
• Numerical skills
• Flexibility/Adapting to change
• Demonstrate initiative and drive for results
• Good organizational and time management skills
• Attention to detail and accuracy
• Ability to work in a team and independently
• Computer Literate

Background requirements
• Leaving certificate/Degree/ ECDL/FAS or VEC qualification
• Knowledge of Excel
• Relevant previous experience an advantage
• Previous Customer Service Experience

ForstalDave

General anything goes IT call center, They will most likely ask a range of basic IT questions, Have you any hands on experience in IT? I could list out a ton of questions that could come up

mutley18

I done a pretty basic course in IT covering ECDL etc and it had a short work placement in an office environment but that is about it I'm afraid.

ForstalDave

mutley18 wrote: »

I done a pretty basic course in IT covering ECDL etc and it had a short work placement in an office environment but that is about it I'm afraid.

Well i doubt you lied on your CV so they would know your IT skill level, simply put don't stress in the interview don't be afraid to say you don't know something and say your always willing to learn.
I would guess if they called you for interview they are more interested in training you from the ground up and as such i doubt they will worry to much on your technical level once you show you are willing and able to learn. Also if they ask how would you solve a problem you don't know the answer to just say google

Mr. Loverman

I worked in a call centre doing tech support throughout college.

I reckon these are the four main things they'll be looking for:

1. Can speak clearly.
2. Reliable. This is super important in a call centre where good time keeping is a big deal.
3. Trainable.
4. Patient.

They won't be expecting a genius as you'll likely be given full training.

vonievega

I was fired by big A as incompetent. There was a time a call centre was a service Now it's gone all fungible you'd meet yourself coming back.
I see nothing wrong in chinos shirt tie. The questions are evaluated with negative positive situations. You'll answer a in one question.. but in a similar scenario question 2 you'll answer b... when they input the data then depending on the stat analysis they use you can't tell how you'll do.
answer consistently. Best answer is do you know anyone working there ? The ol not what but who opens doors;)