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Call Center Jobs Series

The Call Center Jobs tutorial series includes topics ranging from "What is a call center?" to "What questions will they ask me at the interview?" This series will help prospective employees understand the call center industry, know where to go to find a call center job and help them prepare for an interview. Module 1 of the series covers the basics of a call center. Module 2 in the series will talk more about the types of jobs available in the call center industry, the roles and responsibilities and how to find these jobs. Module 3 will help you prepare for an interview.

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Module 4 - Interviewing and hiring

This tutorial provides some basic tips for locating a job that matches your interests, experience and background. If you are not familiar with the different opportunities in the call center, see the tutorial, Types of Jobs in a Call Center. Once you have successfully found a job and have been invited to an interview, be sure to read the tutorial, Interviewing and Hiring.

Once you have located a job, you will need to prepare for the hiring process. The tutorial assumes that you have already submitted your resume and have been invited to an interview. The preparation guidelines provided here are general in nature and some industry-specific jobs may have additional requirements.

Step 1 - Know the company

Find out about the company through their website and any other literature you can locate including results from internet search engines. If they are a public company (traded on the stock exchange), go to the investor relations section of their site and read the general information including scanning the annual report for the company. Become knowledgeable about their products and services. If you have friends or colleagues at the company, learn what you can from these sources.

Step 2 - Prepare for commonly asked questions

To a certain degree you can expect and prepare for some of the questions you will be ask in the interview. General examples include:

Describe your customer service background and any experience in a call center.
Describe your computer skills and experience with different software applications.

Job specific questions will comprise most of your interview. You can prepare for these questions by going to the job descriptions tutorial for your job and preparing for these subject areas. Practice with a friend or family member.

The top-three qualities or competencies most call centers look for in new hires of customer service representatives are:

Strong communication skills including voice quality, articulation and grammar.
Customer service skills and experience including an ability to work well with the public and an ability to adopt a customer's perspective.
Technical skills including proficiency with computers and supports systems.

Step 3 - Dress for the job

Your appearance reflects your professionalism and desire for this position. If in doubt, overdress for the interview. It is acceptable at this stage for you to out-dress your host and in some cases this is expected. You may have on a suit and they may be in casual clothes. Avoid any dress or jewelry that does not communicate a professional appearance.

Step 4 - Bring a copy of your resume and letters of recommendation with you.

Do not assume that they kept everything you sent to them. Bring any information that will help them get to know you including a copy of your resume, letters of recommendations and examples of past work products.

Step 5 - Be yourself

Communication skills and interpersonal skills are a large part of customer service jobs. When you are relaxed (as much as you can be) and comfortable, your communication skills will be at their best. Remember that the interviewer wants you to do well.