In
2010, there were over 2.1 million customer service jobs in the US
according to the Bureau of Labor Statistics. That number is expected
to grow 15 percent over the next decade. As more complex products
are introduced to the marketplace, call center reps are resolving
more complex consumer issues. A key requirement is to be able to
understand the customer's need and be able to quickly resolve the
issue.
As
more companies look to creating contact centers in the United States
as opposed to India or the Philippines, it is imperative to
successfully ace the interview if you seek one of these customer
service jobs. Larger centers rely on sophisticated interview methods
such as STAR or CAR behavioral analysis questions. Understanding the
question and answer techniques can dramatically improve your chances
of success.
Types
of Interview Methods
As
a former senior manager for a large call center, I've interviewed
hundreds of applicants using the STAR method. Candidates who were
able to provide their work history using the format below were
considered the best applicants for the jobs.
STAR
S
– Situation, background set the scene
T
– Task or Target, specifics of what's required, when, where, who
A
– Action, what you did, skills used, behaviours, characteristics
R
– Result – Outcome, what happened
CAR
C
- Context
A
- Action
R
- Results
Both
methods force the applicant to tell a compelling story about their
work history. For the hiring manager, these methods provide an
opportunity to look at what an applicant has done as opposed to what
they will do. Known as behavioral based questions, these methods
highlight an applicant's strengths as well as providing an
opportunity to show negatives in a positive light.
Preparing
for a Behavioral Interview
- Identify situations that show your behavior in a favorable light. Call center managers are looking for situations where you've shown leadership, teamwork, customer satisfaction and conflict resolution.
- Jot down two-minute "stories" for each situation.
- Use examples from recent employers as well as coursework, sports or community service if your work experience is limited.
- Rehearse your examples, and be sure to show yourself in a positive light.
- Be specific. Vague examples or examples where other parties were responsible for the outcome
Sample
Interview Questions and Answers
- Tell me about a time when you had to go above and beyond to satisfy a customer.
“ A
NYC customer called into the site to advise us of a shipping
mistake. The customer had ordered several large pieces of equipment
that could not be installed because the floor would not support the
weight. I quickly contacted the equipment manufacturer in Wi and
asked about alternatives. They suggested smaller lightweight systems
instead of the larger systems. We calculated the electrical load
requirements, advised the shipping company to return the larger
systems, and immediately shipped out the alternatives. The client
received the smaller systems in 4 days and was able to install them
without any problems. Throughout the entire situation, I remained in
contact with the manufacturer and the customer to ensure a smooth
implementation.”
- Describe a time when you had to resolve conflict with a co-worker.
“A
co-worker and I were on the same team but different shifts. Because
she came in later, she didn’t always know about some of the
incentives being offered and accused me of using unfair selling
techniques to generate more sales. I pulled her aside after one
instance where she loudly stated that it was impossible for “some
people” to have such high numbers. I explained that the morning
shift supervisors often gave the early shift customer incentives. I
offered to leave a copy of all promotions and incentives on her desk
so that when she came in, she would be able to go right to work
without having to search for the promotions. I received permission
from the manager to create these “cheat sheets” for everyone on
the team. The other worker was delighted to have this when she came
in. She became a top seller and I eventually became a team lead.”
- Give me an example of when you had to make an important decision.
“There
was a customer who needed sales information that I couldn’t provide
in customer service. The sales reps were in a meeting and there
wasn’t anyone available to help the customer buy the product they
wanted. I contacted a sales manager in another store and advised
him of the situation. He remained on the phone with me as I
conferenced the customer in. Based on my quick decision to make the
sale, the customer purchased over $10,000 of product. I provided the
customer with his sales reps information for follow-up and left the
rep with a detailed report of what happened.
HR
managers and hiring managers in call centers may interview hundreds
of applicants when a site opens or expands. Being seen as a top
candidate is easy if you are able to communicate your accomplishments
in a clear and focused manner.
References:
U.S.
Bureau of Labor Statistics: Customer Service Representatives Job
Outlook
