Call Center Application Tips and Guide
What is a call center?
A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.
A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization.[2] Contact centres, along with call centres and communication centres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.
The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).
Job Positions in call center and Descriptions:
Agents (workers) can be inbound or outbound:
Inbound Agent: This means you as an agent will receive calls and answer them.
Outbound Agent: This means you are the one who would call customers or clients.
There are several types of specializations:
Customer Service Representatives address customer or client queries regarding the service or the product they represent.
Technical Support Representatives address customer or client queries about the technical aspect of a product or a service they represent.
Sales Representatives offers products or services to clients or potential customers. Basically, they sell stuff.
Collections Representatives collect payments or unpaid balances from clients or customers from the product or service provided by the company.
Chat/Email Support (non-voice) Representatives address customer or client queries through chat or e-mail.
What is the difference between CSR and TSR?
In the call center industry, customer service is the most common service provided by the agents. Customer service essentially pertains to the provision of all types of service to clients of another company before, during and after a purchase of a product or service from the call center’s account. This service is comprised by different activities designed to increase the customer satisfaction particularly to address or meet customerexpectation.
The term CSR (customer service representative) and TSR (technical support representative) are fundamentally encompassed under the umbrella concept of customer service. The major difference between the two is the type of customer service provided. CSR pertains to agents who usually provide support and assistance to customers in correct use and optimizing a product. This includes assistance in setting up, installation, fixing, maintenance and disposal of a product. CSR also pertains to agents that handle services like answering customer queries, taking orders, scheduling deliveries, confirming and following up orders, among many others.
TSR on the other hand refers to agents that provides technical support to products or services. This is especially applies to technology products such as cellular phones, computers, internet connection (ISP), software products and other electronic or mechanical commodities. The support provided by TSR like using or installing software application or trouble shooting one’s internet connection are essentially technical in nature.
Call center benefits:
The Big Pay
The call center industry offers higher basic pay for fresh graduates, experienced agents and even for working students. Other benefits like performance-based, night differential and allowances may differ among call center companies, but they do get higher in percentage (%). For some employers in the Philippines, on top of the 13th month pay, they also offer Christmas bonus, cost of living allowance and more!
Free Trainings and Career Growth
Working in a call center company gives you the benefit of free trainings on languages and management. This helps employees to communicate better with customers, potential clients and provide superb services. Some call center companies even provide their employees with post-graduate studies scholarship.
Promotions and incentives are faster inside a call center company than any other BPO company in the Philippines. Employees’ efforts and hard work are easily recognized and quantified!
Being a call center agent doesn’t just limit you to accepting or making calls; you can also be a language translator, an online tutor or an effective operations supervisor or manager.
Health Benefits
Because call center companies are notorious for their rush hours, Holiday and rotating shifts, employers have developed the perfect Health Maintenance Organization (HMO) to help their employees with their medical and dental finances. Not only that, different call center companies in the Philippines even provide sleeping quarters for employee who will be changing shifts the same day, a computer and gadgets room to satisfy the gamers, unlimited supply of coffee and juices if that’s what you’re into, and spa vouchers so you can have your tired body relaxed after work.
Free Trainings and Career Growth
Working in a call center company gives you the benefit of free trainings on languages and management. This helps employees to communicate better with customers, potential clients and provide superb services. Some call center companies even provide their employees with post-graduate studies scholarship.
Promotions and incentives are faster inside a call center company than any other BPO company in the Philippines. Employees’ efforts and hard work are easily recognized and quantified!
Being a call center agent doesn’t just limit you to accepting or making calls; you can also be a language translator, an online tutor or an effective operations supervisor or manager.
Health Benefits
Because call center companies are notorious for their rush hours, Holiday and rotating shifts, employers have developed the perfect Health Maintenance Organization (HMO) to help their employees with their medical and dental finances. Not only that, different call center companies in the Philippines even provide sleeping quarters for employee who will be changing shifts the same day, a computer and gadgets room to satisfy the gamers, unlimited supply of coffee and juices if that’s what you’re into, and spa vouchers so you can have your tired body relaxed after work.
When applying in the BPO industry, the interviews are usually one of the first screening process you have to pass to have a chance of getting hired. You have to handle the interviews well and impress your interviewer to have a bigger chance of proceeding to the next level of the screening process. For someone new to the BPO industry you will not be made to answer very specific and technical questions. They will most likely gauge you on your current skills and capabilities. I still recommend doing a little research on the call center industry and the company you are applying for. It is best to come in prepared.
First we must understand that the Interviewers are looking for certain competencies or traits that would tell them that you have the potential to be able to work and succeed in the call center industry. There are lots of things we can discuss, but I decided to bunch all these things and summarize it in a nutshell so it’s easier to digest.
-Communication Skills
One should be able to converse using the English Language, if not fluently, at least, he/she should be able to handle a conversation. You should be able to understand the questions given to you and give targeted answers. It is highly recommended that your answers be straightforward and that you avoid beating around the bush. The interviewers will measure and test your Listening Skills, Comprehension, and Logical Thinking by carefully paying attention to your answers. They will also be particular of your diction, grammar and pronunciation. They don’t expect you to be perfect on these things, but at least you minimize your errors, the less mistakes you commit, the better. When answering a question you have to make sure you answer it right away. It is okay to pause for a couple of seconds to gather your thoughts, it has to be quick, and then proceed in answering confidently and smoothly. If the question was not clear to you, you can ask the interviewer to repeat the question but as much as possible avoid it.
-Flexibility
Being in the BPO industry, especially in a Call Center setting that supports American customers, the likelihood of you working on graveyard shifts is high. You have to assure the interviewer that you will welcome this change and that you will do everything necessary to adjust and cope with this new environment. You can also cite previous experiences wherein you had a similar experience dealing with the night shift. You should come into the interviews with this mindset. This will give you a higher chance of passing the interviews.
-Attitude
In any work environment, you should be able to work and coexist with your co employees. You have to show a positive attitude to the interviewer. In the BPO industry you will have a lot of interaction with your customers, co workers and superiors. Each with different and unique personalities. You should try your best to be able to adjust/adapt and avoid being emotional. You should treat everyone, especially your callers, with utmost respect and professionalism. The willingness to learn is also essential for a newbie. Most interviewers like to hear from positive and optimistic applicants. It will be hard for the interviewers to pass someone who just aired his grievances with his previous employer or is just complaining all the time.
-Trainability
If you pass the screening process, you will be sent to training. It is there you learn all the things you need to know about your job. If you don’t pay much attention, you will have a hard time come the time you take in calls. Worst, you might not make it past the training classes and you will be terminated. You will have a hard time understanding what your customer is talking about and you will have difficulties in resolving their issues or addressing their concerns. The interviewers will look to hire people who can easily be trained and are willing learners. You need to make sure you exhibit these qualities for you to land the job. Convince your interviewers that you have a good learning attitude.
Common Call Center Interview Questions in the Philippines
Before your interview
It is essential to conduct background research on the job and company to develop answers that are relevant and focused. Work through the recommended background research strategies and use the listed resources to gather the information you need before the job interview.
Interviewers are consistently impressed by candidates who are well informed and able to demonstrate the relevance of their skills and experience in answering a job interview question.
The behavioral interview
A large number of interviewers use the behavioral interview to explore a candidate's job suitability. Develop a good understanding of this type of interview and familiarize yourself with a list of typical behavioral interview questions.
Go through the behavioral interview answer guidelines to plan expert answers and prove to the interviewer how your skills and abilities best meet the job requirements.
During a job interview, the interviewer’s goal is to find out whether the applicant is qualified for the position and can represent the company. They want to know whether the applicant has the qualifications that the company needs to perform the job.
Some of most important qualities that interviewers for call center jobs are looking for are:
Ability to communicate in English spontaneously. This doesn’t mean fluency in English. It means both fluency and comfort speaking English in unpredictable conversations.
Character plays a big role in every employment application. Answer all questions honestly. Giving any false information about yourself or your work experience can lead to termination of your application or worse, being black-listed by the company.
Most job seekers aim to work in call centers due the great job opportunity it offers. Who would’nt like to work in an industry that offers high salary, loads of benefits and out of town team buildings? Call center really offers a lot of tempting perks!
However, applying in a call center is not as easy as 1-2-3. Out of 10 people who apply in call center only 3-4 gets the job, so preparation is really a virtue!
To help you out with your preparations, here’s the most common interview process in call centers:
Screening process- A Human Resource (HR) personnel would screen you to ask you basic questions. Some HR conducts reading comprehension, you will read a story and would re-tell the story based on your understanding. Some would just ask basic questions like your background, likes or any random questions just to test your communication skills.
Listening and Reading Activity- An HR officer would test your hearing and reading ability since call center agents take calls. You will ask to listen to different kinds of voices, accents and phone feedbacks. You will also read series of sentences or stories and re-tell the story aloud.
English and Typing Examination- If you pass this level, then you're few more steps closer to the job offer! English grammar, basic math and basic computer knowledge are often the scope of the examination. Aside from the exam, a typing test would also be done. Here, you will be ask to type a paragraph or series of words in as fast and accurate as you can.
Phone Simulation- The phone simulation is said to be the toughest level since it will put you in the real scenario. You will be given a handbook where the services are noted. An HR officer who would act like a customer that would call you and ask for the services or would complain about his/her problem. All the possible answers are written on the handbook so its going to be how you would handle the conversation.
Final Interview- If you reached this level, you are one step closer to your goal-the job offer. The head HR would interview you and ask series of questions. Never show pressure and never rattle because he/she would decide if you are deserving for the job offer.
The Job Offer- After you succeeded the intense application process, you will receive a job offer. However, the process is not yet over. After you get the offer you will ask to be trained, and will still be graded based on your performance before they will ask you to be part of the company.
Why Do You Want to Work Here?
"Why work at a call center?" is a simple question. Yet, many fail to understand the simplicity of the answer, and I was one of them. I remember my first application to a call center company. During my initial interview, I was asked the same question.
With conviction I replied: "To practice and improve my communication skills."
To be honest, I wasn't really expecting that question, so I tried to answer it in a way I thought would give the interviewer the impression that I want to grow in the industry. But I was wrong.
From the moment I finished my answer, I could see the sudden change in expression on the interviewer's face. She told me that the they are not looking for people who are just here for practice and improve their communication skills. She also added that I could have done that at school or in an English training class.
At that point, I knew I flunked my interview and my confidence was shot. When I was told that I would receive a call and to just keep my lines open, my apprehension was validated.
First, you must understand that this is not a trick question. It does not need sugar-coated answers. You should be honest and truthful.
Why are you applying in the call center industry?
A lot of times, people who don’t land jobs in their respective fields apply as sort of a last resort, and are ashamed to admit it. You don’t have to hide this thinking this might affect your application. Call Center Interviewers are smart enough to know that this is a reality. They won’t take it against you. You just need to make sure you give your interviewers a sense of security, in which I mean, don’t give them ideas that you might be leaving soon. Make it known to them that you are here for the long run and you are serious about the job. If it does not apply to you, or you have future plans in going elsewhere, avoid raising it up or going to that conversation. Going back to the question, you have to give sensible answers like e.g. “I want to support my family and for me this is the best avenue to achieve my goals and dreams in life” or “I have always wanted to work in a corporate world, I want to succeed in this type of environment, I want to be a supervisor or a manager someday…” or “I have always been amazed at the prestige of working for this company, it is my life long dream to work here…”
What are the 3 interesting skills that you have which could help the company?
(why should we hire you?)
sample answer:
-have Good English Communication Skills
-Computer literate
-Flexible (Willing to work on holidays, weekends, overtime, and shifting schedules)
(this answer is based on the qualifications of a call center rep)
tip:
Make a list of all your qualities and skills that match the requirements listed in the job posting.
The best way to answer questions about your contributions to the company is to give examples of what you have accomplished in the past and to relate them to what you can achieve in the future.
Give examples as to why your education, skills, accomplishments, and experience will make you an asset for the employer. Also, be ready to mention what you have accomplished in your other jobs. Your goal is to impress the interviewer with your accomplishments to date and what you expect to accomplish if you were to be hired.
example:
I am an effective communicator who is skilled in giving oral presentations, speaking on the phone, and communicating via email. I am also fluent in a number of relevant software programs and microsoft office softwares. I am a computer literate. I know the basic and advance networking and have the skills in typing and troubleshooting technical issues. I love to multi-task and I'm willing to work on a shifting schedule. I’d really love to bring my diverse skill set to your company.
Why are you applying in the call center industry?
A lot of times, people who don’t land jobs in their respective fields apply as sort of a last resort, and are ashamed to admit it. You don’t have to hide this thinking this might affect your application. Call Center Interviewers are smart enough to know that this is a reality. They won’t take it against you. You just need to make sure you give your interviewers a sense of security, in which I mean, don’t give them ideas that you might be leaving soon. Make it known to them that you are here for the long run and you are serious about the job. If it does not apply to you, or you have future plans in going elsewhere, avoid raising it up or going to that conversation. Going back to the question, you have to give sensible answers like e.g. “I want to support my family and for me this is the best avenue to achieve my goals and dreams in life” or “I have always wanted to work in a corporate world, I want to succeed in this type of environment, I want to be a supervisor or a manager someday…” or “I have always been amazed at the prestige of working for this company, it is my life long dream to work here…”
What are the 3 interesting skills that you have which could help the company?
(why should we hire you?)
Point out your positive attributes related to the job, and the good job you've done in the past. Include any compliments you've received from management.
-have Good English Communication Skills
-Computer literate
-Flexible (Willing to work on holidays, weekends, overtime, and shifting schedules)
(this answer is based on the qualifications of a call center rep)
tip:
Make a list of all your qualities and skills that match the requirements listed in the job posting.
The best way to answer questions about your contributions to the company is to give examples of what you have accomplished in the past and to relate them to what you can achieve in the future.
Give examples as to why your education, skills, accomplishments, and experience will make you an asset for the employer. Also, be ready to mention what you have accomplished in your other jobs. Your goal is to impress the interviewer with your accomplishments to date and what you expect to accomplish if you were to be hired.
example:
I am an effective communicator who is skilled in giving oral presentations, speaking on the phone, and communicating via email. I am also fluent in a number of relevant software programs and microsoft office softwares. I am a computer literate. I know the basic and advance networking and have the skills in typing and troubleshooting technical issues. I love to multi-task and I'm willing to work on a shifting schedule. I’d really love to bring my diverse skill set to your company.
Job Availability
Now, this answer is a little tricky, it could play well or it can lead you to a disaster of follow-up questions. We all know there is no special course or degree needed to work in call centers. The interviewers will try to see if you are really serious about the job, and they will want to know if you are planning to commit for the long term. They know that most of the employees are there because they can't find a job pertaining to their degree, but they also want to hire an employee who will stay longer.
Be Honest
These are the most honest answers you can give to this question, and you don't have to sugarcoat every answer. All you need to do is answer in the most honest way you can so the interviewer will feel the sincerity of your application.
Tell me about yourself.
In answering this question, don’t repeat details from your resume. This is the most common mistake applicants make. What the interviewer would like to see is your spontaneity when answering a question and the kinds of interests you have that relate to the job. Because this is the initial question, try to give an answer that will leave a positive impression.
You don’t have to complicate this. You can express your individuality, your hobbies, likes, wants and dreams. What is truly important though is that you highlight the qualities that will entice your interviewers to hire you. A good example will be “I possess a good learning and listening attitude. I want to continue learning and enhance my skills for me to be effective in the things I do…” or “I am a competitive person, I only strive to be the best, and I will do everything in my power to achieve this…”. However, you need to make sure that you can relate to what your saying, it would be better if you truly meant what you said. So say things that really apply to your personality. Sell yourself, but don’t overdo it to the point that when the interviewer asks you follow up questions, you will be caught in a limbo and you won’t be able to give good answers or specific details.
Here’s what to include when asked this question:
- Your educational/professional background is
- Achievements during the course of your education/previous work
- How your experience has taught you to handle client concerns well
- What skills you can offer as a customer service representative
- What your intentions are working in the customer service industry, or working for them
What if you have no professional background and just graduated from school?
Not a problem – here are the core points you should cover:
-Where did you go to school
-What was your course and how is that going to be useful for you for this job
-Key coursework, an internship/OJT, or work experience and what they taught you
-Why this company + this job to start your career?
Sample answer:
Hi, my name is Ed and I’m a fresh graduate of a University. I studied Human Resources Management because I really enjoy working with people and I’m fascinated with the role of people in building and operating companies. Without the people, you don’t have a business. I am punctual, dependable and can be counted upon to finish what I start. I get a great deal of satisfaction from knowing that I have done something well and on time. For example, at my present job, I was given different work orders every day. It was my responsibility to finish the orders and make sure they all met quality and safety standards within a specific deadline. On occasion, I had to familiarize myself with the product and the production process. I was always able to learn quickly and carry out my job responsibilities. I learned to hone my multi-tasking and time-management skills, value patience, and above all, being a team player. I’m a person who thrives in a fast-paced environment so right now I’m looking for a bigger challenge, and an opportunity to apply my technical experience and problem solving skills at a renowned BPO company like this one.
You don’t have to complicate this. You can express your individuality, your hobbies, likes, wants and dreams. What is truly important though is that you highlight the qualities that will entice your interviewers to hire you. A good example will be “I possess a good learning and listening attitude. I want to continue learning and enhance my skills for me to be effective in the things I do…” or “I am a competitive person, I only strive to be the best, and I will do everything in my power to achieve this…”. However, you need to make sure that you can relate to what your saying, it would be better if you truly meant what you said. So say things that really apply to your personality. Sell yourself, but don’t overdo it to the point that when the interviewer asks you follow up questions, you will be caught in a limbo and you won’t be able to give good answers or specific details.
It's your chance to introduce your qualifications, good work habits, etc. Keep it mostly work and career related.
Here’s what to include when asked this question:
- Your educational/professional background is
- Achievements during the course of your education/previous work
- How your experience has taught you to handle client concerns well
- What skills you can offer as a customer service representative
- What your intentions are working in the customer service industry, or working for them
What if you have no professional background and just graduated from school?
Not a problem – here are the core points you should cover:
-Where did you go to school
-What was your course and how is that going to be useful for you for this job
-Key coursework, an internship/OJT, or work experience and what they taught you
-Why this company + this job to start your career?
Sample answer:
Hi, my name is Ed and I’m a fresh graduate of a University. I studied Human Resources Management because I really enjoy working with people and I’m fascinated with the role of people in building and operating companies. Without the people, you don’t have a business. I am punctual, dependable and can be counted upon to finish what I start. I get a great deal of satisfaction from knowing that I have done something well and on time. For example, at my present job, I was given different work orders every day. It was my responsibility to finish the orders and make sure they all met quality and safety standards within a specific deadline. On occasion, I had to familiarize myself with the product and the production process. I was always able to learn quickly and carry out my job responsibilities. I learned to hone my multi-tasking and time-management skills, value patience, and above all, being a team player. I’m a person who thrives in a fast-paced environment so right now I’m looking for a bigger challenge, and an opportunity to apply my technical experience and problem solving skills at a renowned BPO company like this one.
Why did you leave your last job?
Try to answer this question as honestly as you can without bad-mouthing your last employer. Of course we all have complaints about the company we just left, right? But the interview does not want to see that you back-stab other companies, even if they are competitors. This is where your research pays off. What you need to do is focus on the positive points of the company you are applying to work for. Tell them that as an applicant you want to join the best firm in the industry.
The hiring manager is trying to get a sense of whether you left your job for “good” reasons, such as professional growth or relocation, or if you may have left for not-so-good reasons, such as being terminated or not getting along with colleagues. This is always a question you should be prepared to answer so read more below to get some tips.
Points to Emphasize
Stay positive about your previous job. Emphasize the good things about the job before you explain why you left.
Be specific about why you are now seeking the new position and how it will build upon your previous work experience.
Try to end your response by focusing on how you will apply your skills learned in your previous job
Below are some sample answers to the question, “Why did you resign from your last job?” Use them to help come up with your own answers.
sample answer (sales rep)
I have been at my company for three years and have learned a lot from working with some amazing salespeople. However, I am starting to feel like I need some new challenges. This position really appeals to me because it would allow me to manage a bigger team/account and sell more innovative products.
(first job)
I took this job right out of college, and the position helped me develop a number of skills necessary for this industry. However, there was little opportunity for growth, and I felt it was time to move on to a job with more responsibility. This job will allow me to use the skills I developed at my last job while taking on challenges that I know I am ready for.
career growth
I'm seeking to grow my career with a position in a new, forward-thinking company. It was difficult to job search while working at my previous company, so I am now devoted to finding a position where I can put my skills and abilities to the best use. Your company is the type of organization where I think I can add value.
I had been with the organization for a number of years and wanted to experience a new environment to continue growing.
I left for an opportunity to advance my career.
I was hired for a certain role, but over time that changed and I was no longer being given the opportunity to do the work I was interested in.
I was no longer finding the work fulfilling or enjoying my work as much.
I had been with this company for a number of years and learned a lot, but felt ready for a change.
I didn’t feel there was an opportunity to grow or advance further in that role so I decided a change would best for my career.
I didn’t feel the job was using my abilities to the fullest or challenging me enough.
I resigned from my last job to take care of a family issue. The issue is resolved so I am able to work full time again without any issue.
Tips: What NOT To Say For Why You Left Your Last Job:
1. Never badmouth, especially if you were fired.
2. Don’t say you had a fight with a coworker, and definitely don’t try to then blame them for it.
3. Don’t make it sound like money is the only thing you care about.
The hiring manager is trying to get a sense of whether you left your job for “good” reasons, such as professional growth or relocation, or if you may have left for not-so-good reasons, such as being terminated or not getting along with colleagues. This is always a question you should be prepared to answer so read more below to get some tips.
Points to Emphasize
Stay positive about your previous job. Emphasize the good things about the job before you explain why you left.
Be specific about why you are now seeking the new position and how it will build upon your previous work experience.
Try to end your response by focusing on how you will apply your skills learned in your previous job
Below are some sample answers to the question, “Why did you resign from your last job?” Use them to help come up with your own answers.
sample answer (sales rep)
I have been at my company for three years and have learned a lot from working with some amazing salespeople. However, I am starting to feel like I need some new challenges. This position really appeals to me because it would allow me to manage a bigger team/account and sell more innovative products.
(first job)
I took this job right out of college, and the position helped me develop a number of skills necessary for this industry. However, there was little opportunity for growth, and I felt it was time to move on to a job with more responsibility. This job will allow me to use the skills I developed at my last job while taking on challenges that I know I am ready for.
career growth
I'm seeking to grow my career with a position in a new, forward-thinking company. It was difficult to job search while working at my previous company, so I am now devoted to finding a position where I can put my skills and abilities to the best use. Your company is the type of organization where I think I can add value.
I had been with the organization for a number of years and wanted to experience a new environment to continue growing.
I left for an opportunity to advance my career.
I was hired for a certain role, but over time that changed and I was no longer being given the opportunity to do the work I was interested in.
I was no longer finding the work fulfilling or enjoying my work as much.
I had been with this company for a number of years and learned a lot, but felt ready for a change.
I didn’t feel there was an opportunity to grow or advance further in that role so I decided a change would best for my career.
I didn’t feel the job was using my abilities to the fullest or challenging me enough.
I resigned from my last job to take care of a family issue. The issue is resolved so I am able to work full time again without any issue.
Tips: What NOT To Say For Why You Left Your Last Job:
1. Never badmouth, especially if you were fired.
2. Don’t say you had a fight with a coworker, and definitely don’t try to then blame them for it.
3. Don’t make it sound like money is the only thing you care about.
Why apply for this call center job?
Don’t give a sugar-coated answer to this one. Just give the most honest answer you can. It is practical to work at a call center. You get benefits like HMO medical coverage, night differential wages, allowances, and a high salary.
What are your weaknesses?
When answering this question, turn your weakness into a strength or at least something positive. The most common answer is to say that you are a perfectionist. But this can also be seen as a a weakness, because as a perfectionist you may be so particular about the quality of your own work, that it takes you forever time to finish a task. This example is also a little cheesy and obvious, so try to think of your own “weakness.”
When you’re asked about your weaknesses or aspects about yourself that you want to discuss, it's important to respond carefully. You don't want to cast any doubt on your ability to do the job. However, you also don’t want to come across as arrogant or dishonest by claiming that you don’t have any weaknesses.
sample answer:
I have a very strong attention to detail. Sometimes, this attention to detail can turn into perfectionist tendencies. In the past, I found this leading me to triple-check every item on a spreadsheet, or closely proofreading emails to ensure I’ve communicated what I’m trying to get across in a clear, concise way, or fiddling with the layout of a presentation to ensure that it is perfect. I’ve since learned to successfully budget my time and gauge which tasks require, and actually benefit from, this precise attention to detail.
Everybody has weaknesses, but don't spend too much time on this one and keep it work related. Along with a minor weakness or two, try to point out a couple of weaknesses that the interviewer might see as strengths, such as sometimes being a little too meticulous about the quality of your work. (Avoid saying "I work too hard." It's a predictable, common answer.) For every weakness, offer a strength that compensates for it.
When you’re asked about your weaknesses or aspects about yourself that you want to discuss, it's important to respond carefully. You don't want to cast any doubt on your ability to do the job. However, you also don’t want to come across as arrogant or dishonest by claiming that you don’t have any weaknesses.
sample answer:
I have a very strong attention to detail. Sometimes, this attention to detail can turn into perfectionist tendencies. In the past, I found this leading me to triple-check every item on a spreadsheet, or closely proofreading emails to ensure I’ve communicated what I’m trying to get across in a clear, concise way, or fiddling with the layout of a presentation to ensure that it is perfect. I’ve since learned to successfully budget my time and gauge which tasks require, and actually benefit from, this precise attention to detail.
How do you provide excellent customer service?
We all know that customer service means addressing the client’s concern. Excellent customer service means providing additional service above and beyond addressing the client’s inquiry. At the end of the day, the client was pleased about the service provided. Exerting every effort and empathizing with the client, as if we ourselves were in need of assistance, is required for excellent customer service.
Where do you see yourself five years from now?
Now, don’t go saying you plan to be in abroad at that time (even if it is the truth). The last thing an interviewer wants is a new employee who has no intention of staying with the company. Tell them that by that time you hope to be one of the big bosses, either manager, supervisor, or in a different department. Tell them that you are serious about this job application and you plan to stay for a long time.
You can answer by telling them in 5 or 10 years, you see yourself having a family, happy and progressive. You are successful with your job and you are already promoted to a higher position. Thanks to your job you are able to achieve your goals in life and support your family. You have to make sure you tailor fit your answers to your real goals and dreams in life. If you plan to have a business someday coming from the savings you got from working in the company, then that would be a good answer too. Remember, just be positive and figure out a way to credit your job, as a mechanism for you to achieve your dreams in the future.
You can answer by telling them in 5 or 10 years, you see yourself having a family, happy and progressive. You are successful with your job and you are already promoted to a higher position. Thanks to your job you are able to achieve your goals in life and support your family. You have to make sure you tailor fit your answers to your real goals and dreams in life. If you plan to have a business someday coming from the savings you got from working in the company, then that would be a good answer too. Remember, just be positive and figure out a way to credit your job, as a mechanism for you to achieve your dreams in the future.
Why do you want to leave your current job? (Why did you leave your last job?)
Be careful with this. Avoid trashing other employers and making statements like, "I need more money." Instead, make generic statements such as, "It's a career move."
What are your strengths?
Point out your positive attributes related to the job.
Which adjectives would you use to describe yourself?
Answer with positive, work-oriented adjectives, such as conscientious, hard-working, honest and courteous, plus a brief description or example of why each fits you well.
What do you know about our company?
To answer this one, research the company before you interview.
Why do you want to work for us?
Same as above. Research the company before you interview. Avoid the predictable, such as, "Because it's a great company." Say why you think it's a great company.
What past accomplishments gave you satisfaction?
Briefly describe one to three work projects that made you proud or earned you pats on the back, promotions, raises, etc. Focus more on achievement than reward.
What makes you want to work hard?
Naturally, material rewards such as perks, salary and benefits come into play. But again, focus more on achievement and the satisfaction you derive from it.
Why did you not pursue your course?
“You graduated with a degree in a nursing. Why did you not pursue that course?”
Here is a sample response :
It was my parent’s decision for me to take the said course, but if you were to ask me then, I would have taken either psychology or management. I knew at the back of my mind that by the time I graduated, the field will be saturated with nurses and finding a job will be a real challenge. I was right. I am happy that I finished a course but I am also afraid that reality has caught up with me and pursuing my course is not only a far-fetched option, it is no longer practical. My career shift is a result of two things: that the call center industry is the most viable, and two, that my belief in life is akin to customer service. I believe that this is the industry where I will best thrive, that is why I am applying as a call center agent and no longer as a nurse.
When an interviewer asks this kind of question, he is not poised to automatically fail you simply because you graduated with a degree in nursing (or any course for that matter); he is probing your motivation for finding work. He is looking for any indication that you plan to leave when you see the next opportunity. Therefore, the focus of your response should be to surmount this bias.
Also, remember that a recruiter has a quota, if he sees that you are qualified for the job and that you won’t jump ship at the next port, he may be able to defend your case and offer you a job. Finally, an applicant MUST always do research, especially about the company’s background and the requirement for the job vacancies. Some accounts are very specific about their requirements, one obvious example is an IT company looking for a Level II or Level III TSR will, of course, not hire a nursing graduate.
How would you describe the color red to a blind person?
This question is a little tricky. The interviewer is testing your spontaneity to see how you think. We all know we have five different senses: sight, hearing, touch, smell, and taste. A blind person is missing sight, so in order to describe the color red you will need to use the other senses. For example, the color red is like a loud noise. It is a very loud color.
Do you have any questions for me?
This is usually the last question in an interview. Even still, you want to leave a great impression on the interviewer by asking for more information about the company or even about the next process in the application process. This will show that you are sincere in your application.
Be careful with the type of questions you ask. Some ask very basic questions that’s not even worth answering and would turn off the interviewer. Remember to maintain professionalism and politeness in your questions. It’s good that most of the time, applicants don’t ask questions and that’s perfectly fine. However, if there are things that you need clarifications with about the entire process, then go ahead and ask. Just make sure your questions make sense.
Self-Help For Call Center Applicants: Improving your English Grammar
To be hired in a call center, you must possess this crucial basic skill: English proficiency. There are other skills required, of course, but if you are unable to speak English well, you’ll have a hard time setting foot in one of the most progressive industries in the country.
Subject-Verb Agreement
This is a broad topic, and there are many subject-verb agreement rules, but the crux is clear: the verb must agree with the subject, both in number and in tense. Of course, no one is always perfect when it comes to grammar, but a lot of call center applicants do not seem to be aware of the rules. Or if they are, they have a hard time applying them once the sentence structures get more complex.
Subjects and verbs must AGREE with one another in number (singular or plural). Thus, if a subject is singular, its verb must also be singular; if a subject is plural, its verb must also be plural.
Familiarize yourself with the parts of speech. Know what they are and when to use them.
For example, what are nouns? What kinds of nouns are there? When do we use articles? What is the difference between an adjective and an adverb? Where do they fall in a sentence? Knowing what these are would make you aware of your weaknesses and is the first step in correcting them.
Website: http://partofspeech.org/
#salestips
sell me this pen
Most BPO companies who ask this handle an outbound account. As opposed to an inbound account, where you wait for calls from the customers, you, the agent, is the one making the phone call. Your job is to call prospects or buyers who might be interested on your products. Depending on the company, you could sell different things.
upselling
Ask yourself: What would make someone buy that pen.
Tell a Story using those features.
Provide Advantage and Benefits
Sample answer:
This pen is equipped with a grammar checker. This means everytime you misspell a word or compose a wrong grammar sentence, the pen lights up in red and automatically changes your writing to its correct form. This means misspellings and grammars are the least of your concern as it this will take care of the job for you.
Not only that, making mistakes in your writing is not a problem. And you don’t need a white-out either. This has a special ink that can be easily erased using its tip. The result? A clean paper without the trace of the previous error. In short, you save money.
Third, it contains a unique ink that literally no other pen can copy. It’s unique like a fingerprint. If you’re worried about someone forging your signature, this makes it absolutely impossible. If someone attempts it, it can be detected very easily with bare eyes.
I saved the best for last. You see, this is not just a pen that makes your office tasks easier. It can spare you the anxiety. Are you scared when walking home alone? Well, you have every reason to be. But with this pen, it’s going to spare you some security. This is equipped with a flashlight and Taser ready to immobilize an attacker for a good 5 minutes. It’s an amazing multi-purpose technology that doesn’t not only serve the purpose of a pen, but a white-out, a grammar checker, a flashlight, and a Taser.
Mock Calls - One of the greatest tool to train representatives. This is where the trainer would know if the rep is ready enough to start taking calls. This is the process wherein one pretends to be a customer and the other, as the representative.
Tips to deliver a good mock call:
Breathe. - this is very important. You need to relax. Your brain needs oxygen to process. Your mind should be clear for it to be easier once you pick up the phone and do the call. Shake everything up and leave a clear mind. Being on a mock call is like doing a role-play. You need to use your imagination.
Relax - if you get nervous, pretend your not. Your shaking voice will be heard on the phone. If that happens, it will cause you to stutter. The customer on the phone might think you cannot assist them if you do.
Have confidence in yourself - CONFIDENCE. Believe you can. If others thinks you can’t then PROVE THEM WRONG. Don’t let the caller overpower you. You are the representative, you are trained so you control the call.
Keep Calm and Speak Slowly & Clearly - The caller cannot see you, so no matter what hand gestures you do, they cannot see you. Speak on a clear and understandable way.
MAKE USE OF THE HOLD - If you don’t know the answer to the caller’s concern. Confidently say, “That is a good question. I need to make sure of the information I’m giving you is correct, do you mind to be on hold for a minute or two?
Usually Mock calls are used as the ultimate training exam you have to pass. Training can be an info overload type of learning. Just pick the basics. The rest will be learned in production. Just read through your notes, pick up the Good to know stuffs, you’ll be good.
EXAM TIPS
Typing test. Just practice typing. I think the passing score is 30 WPM (words per minute), You can visit http://learn2type.com/ or any typing program for practice
Computer exam
Computer simulation
English
Grammar
Computer Technology
Read each question carefully prior to answering. Some questions may require multiple answers. Those questions will be designated with a statement at the end of the question as such: (Select all that apply)
1. Software is defined as the non-physical part of a complete computer system.
A. True
B. False
2. Modem is an acronym for Modulate and Demodulate.
A. True
B. false
3. Windows XP is an example of a (an)?
A. Software application
B. Modem
C. Hardware application
D. Operating System
4. Hardware is defined as the non-physical part of a complete computer system.
A. True
B. false
5. An example of a browser is?
A. word
B. Outlook Express
C. Windows XP
D. Internet Explorer
E. Explorer
6. Device drivers are?
A. Little cars that move the electrons around the computer
B. Small programs that control a particular piece of hardware
C. A program that allows the user to perform various tasks within a Microsoft application
D. None of the above
7. A kilobyte is [ giga ] bytes.
8. From the list below, select the largest storage location.
A. Byte
B. Bit
C. Terabyte
D. Kilobyte
E. Megabyte
9. A Firewall is designed to protect a computer from?
A. unauthorized access by another computer
B. hot components that may cause a fire
C. SPAM entering the email
D. all of the above
10. A computer virus is a program that causes damage to a computer system’s hardware
A. True
B. False
Networking Technology
Read each question carefully prior to answering. Some questions may require multiple answers. Those questions will be designated with a statement at the end of the question as such: (Select all that apply)
1. Highlighted text that links you to another website is called a …?
A. Hyperlink
B. Hypertext Markup Language
C. Word Wrap
D. There is no term for this type of text
2. The cord or cable between the computer system and the network is referred to as a (n)? (Select all that apply)
A. Ethernet.cord
B. Cat-Cable
C. Coaxial Cable
D. RJ-45
3. IP addresses can be issued in how many different ways?
A. 1
B. 2
C. 3
D. 10
4. TCT/IP is a (n)?
A. Communication software package
B. The initials of the standardizing committee that create the internet
C. abbreviation for Transistor Controlled Protocol / Internet Protocol
D. Suite of protocols that allow for communication
5. When two or more computers can communicate together, you have a [internet]
6. The proper format for an email address is?
A. User.company.com
B. User/company.com
C. User.company.com
D. User@company.com
7. A network Interface Card (NIC) is used to connect sections of the computer system together.
A. True
B. False
8. An active Modem is needed to connect to the internet
A. True
B. False
9. An extension on a web address that tells what type of group owns the website is called a domain.
A. True
B. False
10. The term that refers to “checking out” websites on the Internet is called?
A. Cruising
B. Checking out
C. Surfing
D. Gaming
SAMPLE EXAM RELATED TO CALL CENTER
1. Which of the following is the most representative of customer satisfaction in a call center environment?
A. Accuracy of service is delivered
B. Call coaching scores
C. Service levels
D. Average handle time
E. Customer appreciation e-mails
2. Which of the following is an appropriate way to handle as upset customer?
A. Talk at the customers tone to make sure they can hear you
B. Put the customer on hold and wait until they cool off
C. Listen to the customer, show empathy, and paraphrase their issue
D. None of the above
3. If a customer begins to belittle the agent or use offensive language while on the phone, the agent should _________.
A. Disconnect the call immediately
B. Transfer the customer to his/her manager.
C. Mark the customers account --- expire all support contracts, disconnect with the customer, and notify your manager
D. Inform the customer that the call needs to remain on a professional level and may be disconnected if he/she continues
4. Which of the following is not considered good “customer care”?
A. Using the customers name frequently throughout the call
B. Properly identifying the company, department and self.
C. Using poor active listening skills
D. Setting customers expectations correctly
E. A and C
5. Which of the following is not typically necessary to connect to the Internet?
A. Computer
B. Modem
C. Search Engine
D. Internet Service Provider (ISP)
6. There are times in this position where you will need to say “no” to a customer. Which of the following is the best technique to do so positively?
A. Bend the truth
B. Tell them what you can do
C. Refer them to another department
D. Tell them what our policy is
7. A location on the hard drive where browsers temporarily store web pages and images is called:
A. swap space
B. cache
C. temp
D. memory
8. File, Edit and View are usually part of the:
A. status bar
B. tool bar
C. view bar
D. menu bar
9. Which of the following is not an internet protocol?
A. Excite
B. TCP/IP
C. Telnet
D. Hypertext Transfer
10. Which of the following is a trait of good call handling?
A. Controlling the pace of the call
B. Using acronyms to present information
C. Making assumptions for the customer
D. Telling the customer what you need
11. Which of the following could be a valid Internet email address?
A. bob@home
B. bob@at&@home.net
C. bob@hotmail.com
D. Bob+jane@hotmail.com
12. One gigabyte is equivalent to:
A. 10 megabytes
B. 1000 kilobytes
C. 1024 megabytes
D. 1000 bytes
13. HTML stands for:
A. Hardy-type Mega Link
B. Hyper Text Mark-up Language
C. High Throughput Machine Language
D. Hardy Tested Machine Language
E. Back the driver to the previous installed version
14. Web pages are connected to each other by:
A. Internet threads
B. Search Engines
C. Hyperlinks
D. Web spiders
15. What is the best description of the control panel in Windows?
A. It is a program for backing up Windows
B. Its main function is to start Windows in Safe mode for troubleshooting
C. It is a collection of utilities for changing aspects of your computer
D. It is a program you can use to control the moving of files between folders
16. Who is the top two Internet Service Providers (ISPs) in the world? _______________________
17. How can you determine the version of Windows running on your computer?
A. Run a DOS shell and then type ver and hit enter
B. Right click on the “My Computer” icon and select properties
C. Start, Run and type in DXDIAG
D. All of the above
18. Cookies are:
A. text files placed on your hard drive by a remote server
B. better with milk
C. no longer implemented on the Internet
D. small but very damaging viruses on the internet
19. Where is the easiest place to go find out the version of a piece of software?
A. The headquarters of the manufacturer
B. call Microsoft
C. File and then properties in the menu bar
D. Help and then about in the menu bar
20. With any product in the Microsoft XP family and above, what needs to be done within 30 days of the software installation?
A. You must activate the product either on-line or by contacting the Product Activation Center
B. You must register the product with Microsoft
C. The hard drive on the PC must be backed-up
D. The user needs to reboot into Safe Mode to modify their documents
21. When a customer wants something that are not able to provide we should:
A. Explain it is our policy
B. Tell them is it not your job
C. Explain additional options to them
D. None of the above
22. When dealing with a difficult customer, it is not good to ______.
A. Express empathy to the customer
B. Use clarifying words of acknowledgement to show you understand
C. Take it personally
D. Avoid using negative words or actions
23. Of the following answers, which is not a good example of “phone etiquette”?
A. Greeting the caller
B. Placing the customer on hold without their consent
C. Picking up the phone within 3 rings
D. Providing your name to the customer
24. Which of the following applications is used to manage email?
A. Microsoft Publisher
B. Microsoft Entourage
C. Microsoft Powerpoint
D. Microsoft Excel
E. Microsoft Outlook
25. What is a modem used for?
A. Playing music while typing a letter
B. Burning CD’s to share with another computer
C. Converting DVD movies to be displayed on the computer
D. Communicating with another computer through a phone line
Basic Knowledge about the INTERNET
The Internet is the largest computer network in the world, connecting millions of computers. A network is a group of two or more computer systems linked together
There are two types of computer networks:
1. Local Area Network (LAN): A LAN is two or more connected computers sharing certain resources in a relatively small geographic location (the same building, for example).
2. Wide Area Network (WAN): A WAN typically consists of 2 or more LANs. The computers are farther apart and are linked by telephone lines, dedicated telephone lines, or radio waves. The Internet is the largest Wide Area Network (WAN) in existence.
All computers on the Internet (a wide area network, or WAN) can be lumped into two groups: servers and clients. In a network, clients and servers communicate with one another.
A server is the common source that :
Provides shared services (for example, network security measures) with other machines
AND Manages resources (for example, one printer many people use) in a network.
The term server is often used to describe the hardware (computer), but the term also refers to the software (application) running on the computer. Many servers are dedicated, meaning they only perform specific tasks.
What is a cookie?
A cookie (also tracking cookie, browser cookie, and HTTP cookie) is a small piece of text stored on a user's computer by a web browser.
IP address
Users may be tracked based on the IP address of the computer requesting the page. This technique has been available since the introduction of the World Wide Web, as downloading pages requires the server to know the IP address of the computer running the browser or the proxy, if any is used.
An e-mail address identifies an email box to which e-mail messages may be delivered. An e-mail address on the modern Internet looks like, for example, jsmith@example.com and is usually read as "jsmith at example dot com".
Hardware and software work together in digital devices and systems to provide computerized functionality. Hardware includes the physical components, such as the motherboard, chips, memory, and hard drives, while software includes the programs that run on the hardware. Ergo, a computer is hardware, while an operating system such as Microsoft XP is the software that makes the hardware functional.
Computer software, or just software is a general term primarily used for digitally stored data such as computer programs and other kinds of information read and written by computers. Today, this includes data that has not traditionally been associated with computers, such as film, tapes and records.
Practical computer systems divide software systems into three major classes: system software, programming software and application software, although the distinction is arbitrary, and often blurred.
1. System software
System software helps run the computer hardware and computer system. It includes a combination of the following:
device drivers
operating systems
servers
utilities
windowing systems
The purpose of systems software is to unburden the applications programmer from the often complex details of the particular computer being used, including such accessories as communications devices, printers, device readers, displays and keyboards, and also to partition the computer's resources such as memory and processor time in a safe and stable manner. Examples are- Windows XP, Linux, and Mac OS X.
2. Programming software
2. Programming software
Programming software usually provides tools to assist a programmer in writing computer programs, and software using different programming languages in a more convenient way. The tools include:
compilers
debuggers
interpreters
linkers
text editors
An Integrated development environment (IDE) is a single application that attempts to manage all these functions.
3. Application software
Application software allows end users to accomplish one or more specific (not directly computer development related) tasks. Typical applications include:
industrial automation
business software
video games
quantum chemistry and solid state physics software
telecommunications (i.e., the Internet and everything that flows on it)
databases
educational software
medical software
military software
molecular modeling software
image editing
spreadsheet
simulation software
Word processing
Decision making software
Basic Knowledge about the Computer and Internet/Networking
What is (Computer) Networking?
In the world of computers, networking is the practice of linking two or more computing devices together for the purpose of sharing data. Networks are built with a mix of computer hardware and computer software.
Area Networks
Networks can be categorized in several different ways. One approach defines the type of network according to the geographic area it spans. Local area networks (LANs) , for example, typically span a single home, school, or small office building, whereas wide area networks (WANs), reach across cities, states, or even across the world. The Internet is the world's largest public WAN.
Common Computer Abbreviations
Following are some of the numerous computer abbreviations in use today.
Operating Systems and Data Storage
BIOS - This is the Basic Input Output System which controls the computer, telling it what operations to perform. These instructions are on a chip that connects to the motherboard.
BYTE - A byte is a storage unit for data.
"K" is a Kilobyte which is 1024 bytes.
"MB" is a Megabyte which is a million bytes.
"GB" is a Gigabyte, which equals 1000 megabytes.
CPU - This stands for the Central Processing Unit of the computer. This is like the computer’s brain.
MAC - This is an abbreviation for Macintosh, which is a type of personal computer made by the Apple Computer company.
OS - This is the Operating System of the computer. It is the main program that runs on a computer and begins automatically when the computer is turned on.
PC - This is the abbreviation for personal computer. It refers to computers that are IBM compatible.
PDF - This represents the Portable Document Format which displays files in a format that is ready for the web.
RAM - This stands for Random Access Memory which is the space inside the computer that can be accessed at one time. If you increase the amount of RAM, then you will increase the computer’s speed. This is because more of a particular program is able to be loaded at one time.
ROM - This is Read Only Memory which is the instruction for the computer and can not be altered.
VGA - The Video Graphics Array is a system for displaying graphics. It was developed by IBM.
WYSIWYG - This initialism stands for What You See Is What You Get. It is pronounced "wizziwig" and basically means that the printer will print what you see on your monitor.
Connecting to the Internet
FTP - This is a service called File Transport Protocol which moves a file between computers using the Internet.
HTML - HyperText Markup Language formats information so it can be transported on the Internet.
HTTP - Hypertext Transfer Protocol is a set of instructions for the software that controls the movement of files on the Internet.
IP - This stands for Internet Protocol which is the set of rules that govern the systems connected to the Internet. IP Address is a digital code specific to each computer that is hooked up to the Internet.
ISP - The Internet Service Provider is the company which provides Internet service so you can connect your computer to the Internet.
LAN - This stands for Local Area Network which is the servers that your computer connects to in your geographic area.
PPP - Point-to-Point Protocol is the set of rules that allow your computer to use the Internet protocols using a phone line and modem.
URL - This is the Universal Resource Locator which is a path to a certain file on the World Wide Web.
USB - The Universal Serial Bus is used for communications between certain devices. It can connect keyboards, cameras, printers, mice, flash drives, and other devices. Its use has expanded from personal computers to PDAs, smartphones, and video games, and is used as a power cord to connect devices to a wall outlet to charge them.
VR - Virtual Reality simulates a three-dimensional scene on the computer and has the capability of interaction. This is widely used in gaming.
VRML - Virtual Reality Mark-up Language allows the display of 3D images.
scorecard
there is a grading system to determine if you passed or failed. Usually hr will give you a list of the reasons why you failed then you can reapply after 1 month
for example:
in English comm.:
1. Vowels & consonants-12.5%
2. Comprehension -25
3. Reading -25
4. Fluency and grammar -25
5. Pronunciation-12.5
typing test: 35WPM+ , 95% accuracy
computer simulation(versant/berlitz/svar)
they also consider:
-creativity in solving a problem
-quick thinker
-good communication skills ( no fillers, vernacular)
-high staying power
-attitude
GOOD LUCK ON YOUR APPLICATION!
scorecard
there is a grading system to determine if you passed or failed. Usually hr will give you a list of the reasons why you failed then you can reapply after 1 month
for example:
in English comm.:
1. Vowels & consonants-12.5%
2. Comprehension -25
3. Reading -25
4. Fluency and grammar -25
5. Pronunciation-12.5
typing test: 35WPM+ , 95% accuracy
computer simulation(versant/berlitz/svar)
they also consider:
-creativity in solving a problem
-quick thinker
-good communication skills ( no fillers, vernacular)
-high staying power
-attitude
_________________________________________________________________________
-Customer Service Representatives
-Technical Support Representatives
Minimum Qualifications:
Completed 2 years in college (if no call center experience )
or at least high school graduate with 6 months call center experience
Must have Good English Communication Skills
Willing to work on holidays, weekends, overtime, and shifting schedules
Computer literate
Note: Accounts/positions, salary and benefits will be discussed during job offer or you can ask during interview. The company offers competitive compensation package.
Ways to apply:
FB messenger:
pm me your complete name, contact number, highest educational attainment and address
email:
send resume to eduardzenfone@gmail.com
Text:
send text to 09285202905
Use this format:
Apply:
-complete name
-contact number
-highest educational attainment
-call center experience if applicable
-address/preferred site
Thank you and good luck !
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