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Your brilliant resume and winning cover letter have earned you a phone interview for a call center job that would be just perfect for you. Are you ready? Your call is in a week, and between now and then you have to prepare but – where do you begin? This post will cover the basics and help you organize and feel confident all the way through so you can land the call center job you deserve.

Wait – it’s a phone interview. Do those even matter?!

From your friends, the staffing experts, YES! Yes, it matters. Phone screenings and phone-based interviews are important in any industry, but for call center job openings, a phone interview is a massive opportunity. The interviewer will serve as the gatekeeper to the future of your candidacy and as such, it’s important to impress. The best way to do this is to show off your skills.

What skills should I highlight in a call center interview?

Naturally, as a call center employee with experience, you know you need to be outstanding in oral and written communication. You also know there’s much more to it than that. Highlight your ability to do the following:

  • Conduct yourself professionally & work with a team.
  • Solve problems and multitask – think on your feet!
  • Learn & retain information.
  • Meet goals – sales goals, productivity goals and other quotas.
  • Accommodate different schedules, changing needs and new structures.
  • Show up to work punctually.

This is an oversimplified list. As a call center employee, you know that there’s so much more to the industry. Use real-life examples and specific achievements to highlight your abilities. Saying “I can” is less effective and telling than saying “I have and here’s why it worked.” Interviewers are moved by results.

How can I prepare for my call center phone interview?

Your skill set is ready to go and you’ve gathered up your examples to share. How else can you be sure you’re ready for the call?

Be on time. Just like an in-person interview, a phone interview that is scheduled at 11:00 should take place at 11:00. This means you should be in a quiet area, with a notepad and pen, ready when the call comes in. A call center job seeker who answers the phone with a “Hey! Who’s this?” will not convey preparedness or professionalism.

Research the company. When you’re contacted for an interview, double-check what company you’re speaking with. Is this a call center position for a specific client or for a call center agency with many clients? What is the culture you’re aiming to fit in with? What can you speak to that addresses your interest in the company? A shared cause? A similar mission or set of values?

Know what they’ll ask.
Not all call center phone interviews were created equal, and interviewers are at liberty to ask anything they like. Be ready for curve balls! Still, there are a few stock topics most call center interviews cover, including inbound customer service such as how you would handle an unhappy customer or answer a customer question when you’re not sure of the correct response as well as outbound telemarketing topics such as your CPH and how to handle an accidental DNC call.

Prepare your own questions. Interviews are a two-way street. You’re asked questions to see if you’ll suit the needs of their company. You ask questions to determine whether it’s a place you’d truly like to work. Ask about the benefits, but be sure to ask about more than money. How do teams communicate and integrate? What does your interviewer enjoy about working for the company? What are the overarching company goals? Take an interest and you’ll demonstrate preparedness, conscientiousness, and initiative.

Call center phone interviews are important, but they’re nothing to be nervous about. Now that you’ve prepared, done your research and made certain you’re ready when the call comes, you’ll have no problem showing off just how hirable you are. For more tips on how to secure a call center position or to begin your search for the job of your dreams, work with MRInc. We’re devoted to connecting top talent such as yourself with the companies who need you.

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