Call Center Interview Questions (Teleperformance)

Initial Interview:

Tell me about yourself - Hi, Nice to meet you, Sir, Ma'm My name is Eunice D. Bongalos. 22 years old, currently living in North Caloocan City, and an undergraduate 3rd Year College student. I was taking a Bachelor of Science in Computer Engineering when I stopped, I stopped due to financial reasons and personal problems. Before I go to college, I applied as a service screw at Minute Burger in Novaliches Quezon City. I worked there for 2 months and was quit due to I'm preparing myself to go to college and my parents want me to focus on school. During my work as a service crew, I was able to handle stress, pressure, and workloads from preparing the customer's orders and dealing with their concerns. I've always made sure that each of the customers received the best service possible I can.
What is your expected salary? - Actually, I'm not focusing on salary right now as a call center newbie and have no experience at all. I would gladly accept whatever salary you would offer to me as it is close to my qualifications.
Why Teleperformance? I choose Teleperformance because this is a great place to work as a newbie in the industry. I wanted to explore new things here which is according to my research your company is the fastest-growing company in the Philippines. You have a diverse, innovative, and committed team of professionals delivering digital integrated business service to customers. I want to learn more about call centers here and maximize my skills along the way while working in your company.

Online Examination 1.Speed Tying Test (Go to this website:and clickany Selection and select 2 minutes then start typing. Not less than 35 WPM) 2. Hearing 3. Spelling / Grammar 4. Situational

Final Interview:

Why chose the BPO industry rather than applying for a job that is related to your course? - I choose the BPO industry because it offers a lot of opportunities to fresh graduates and undergraduate students which is pretty good for us looking for a job. BPO is more indemands than any other career opportunities, it offers financial stability to their employees, not only that there are also a lot of bonuses and impressive benefits. It may not be related to my course in college, but I will surely used what I have learned in school in this company.

2.Do you have plans on continuing your study? No, I don't have plans to come back to school again, this is the only way I can focus to my job and I may now continue helping my parents in our financial status.

3.The reason why you stop studying? The reason why I stopped studying due to financial crisis, my parents is old already. I have one sister left, she's in senior high school right now, I need to provide for my family and for my sister schooling. So that's why I need to stop and find a job.

4.How long will you stay at the company? I'd like to stay in your company as long as I'm contributing positively at my work, and to my costumer's need.

Why should I hire you? You should hire me because I’m a person who knows how to handle stress and pressure. During my work as service crew at minute burger, I dealt with a lots of costumer coming in. We are only 2 crew that time and we feel stress as it a lot of pending orders that need to prepared at once, and a lot of costumers are waiting in line outside, we are only trainee that time so we are just new to the environment. My crewmates is assign for cashiering and invoicing orders and I am assigned at preparing the costumers order. So there's one costumer who suddenly yelled at us because his order is too long to prepared. So many costumers, were also waiting for their orders to finished. We are stunned by his attitude that time, and that was my first time someone yelled at me. Honestly I don't know what to react and I just breath heavily and smiled to him. I apologize to him that were sincerely sorry. I tried to explain to him that he should wait for his order to finished since we are first come first serve. We don't serve first the last order. And it will be unfair to others who comes first. After that, he just said he would wait. I sincerely smiled at him and I thank him for understanding the situation. When we finished the other costumers order and the order of the man who yelled at us. I smiled again to him as I called him and handed his order and I saind that I'm sorry for waiting. He just slightly smiled and nooded to me. He also said that he feels sorry and he is just so tired and want to go home. I nooded to him and I feel sympathy towards him. I said that I understand what he's going thru for the whole day and we also feels the same way. He thanks me for understanding and left with a smile. We feel relived that time that we resolved the problem right away. I understand the task of a call center agent and I’m confident about my ability to handle stress and pressure from costumers complain. I’m hoping that your company would give me a chance to prove myself even if I don’t have a call center experience.

6.What can you contribute for this company?

Where do you see yourself 5 years from now? I see myself working still in this company but with a higher position as a Cyber Threat Analyst or might be a security analyst. 5 years from now I see myself working on that position wherein I can relate to my course as a Computer Engineering student.
For how many hours is your travel time from your house to your workplace? Yes, It is almost 30 minutes if there's no traffic. From there, at my house I need to ride a tricycle for almost 5 minutes I think until I get to the jeepney stop. And riding a jeepney would take me almost 25 or 30 minutes. Since I don't want to get caught in the traffic, I've always left at my house early.
What requirements you have ready? 10.Give me a situation, wherein you met a stranger, and how were you able to handle it. 11.What will make you leave our company? What make me leave in this compnay might be for this 2 reasons, I'm moving to other city which is far away from this company or I am having personal issues that I think I can't handle anymore that even my work is being affected. But I will try not to get affected by those and I will just focus whenever I am at work.
What is good customer service Good customer service is when a customer feels satisfied with the service you offered to them. It is when an agent is eagerly looking for ways or solutions to provide the customer needs and wants.
How do you handle stress First, I will try to remain calm as possible. Drink a lot of water since I had it all whenever I go. Even when I was a service crew, I always drink water to release the tension and then do breathing exercises whenever there's always incoming costumers. Also when I have to do a lot of assignments, projects and quizes at once, I will try to remain calm, think what will I do next. I will based on what's urgent and Important.
What is teamwork for you Teamwork is important to every aspect of our life. Teamwork makes our goals more likely to achieve. When there's teamwork, there's a higher chance of productivity and will make the team more strong. Working together will help the team reach its goals.
What is your strength and weaknesses I consider my Flexibility as one of my strength. I remember when I was a trainee in minute burger, I was assign at different shift. In my First week as a trainee, my schedule is day shift. From 9 am - 9 pm. After a week they scheduled me for night shift, from 9pm - 9 am and honestly it was very exhausted for me since i don't have any sleep for the whole 12 hrs. I also assigned to their different branch, I assigned at novaliches, sauyo, commonwealth and luzon. It was very tiring but at the same time it was all worth it because I overcome my fear of going to the other places alone. Also I'm a great in multi tasking, like to interact with people and self motivator. For my weakness I can say that I'm a bit shy speaking infront of other people speacilly introducing myself, it is always happen first day of the class but I'm trying to overcome that shyness everytime we have reporting or reciatation. I just make my voice louder to make it confident.
What is your main goal in life - My main goal in life is to be a part of a company that values hard work and the contributions of the employee. After a couple of years, I want to save up for my own car, for my transportation. And of course to achieve financial stability, and eventually to get a promotion for a higher position in this company.
what is call center agent - A call center agent is an individual who on behalf of a company or organization deals with customers concern, inquiries through telephones, Internet, or emails and ensures that their costumers recieve the best service possible.
What is call center - A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Call centers are located either within an organization or outsourced to another company that specializes in handling calls.
What was your last job - My last job was a service crew at minute burger in Novaliches quezon City. My work there is all around . I do cashiering sometimes, preparing costumer orders, and cleaning all the equipments that used in a wholeday. But there's one section that I din't yet experioence is doing an inventory.
What is customer service - I would define customer service as helping customers handle issues, helping them find the product they want, and doing your best to have them leave the store pleased.
How will you handle irate customers - If I encountered an irate customer or angry customer. The first thing I should do is to remain calm and listen carefully to what the complaints all about. After venting out their frustrations, then that's the time that i will used the ASAP technique. I will Apologize for the problem and acknowledge the customer's frustrations. I will make sure that it has to be sincere so that they will feel that I understand what they are experiencing right know. Sympatize and emphatize to the costumers, I'll say that I'm here to help and I understand why they are upset and proceed to take the responsibility to resolve the problem, assure them that it will resolved as soon as possible.
Do you have questions for us - What's your favorite part of working at this company?
Tell me your memorable experience - I think one of my memorable experience is that when I was only 9 yrs old i think and it was Christmas that time. Me and my cousins went to Nova Mall, that was my first time going to a mall and that time we had just finished visited some homes hoping to recieve some you know gifts. Then going back at the mall. We stopped by at ukay ukay store and there's one stuff toy, has only one eye that caught my attention.It has big ears, with white hairy and fluffy body. It was put in a bulk of ukay ukay clothes. I picked it up and I can't stop looking at it. It was so beautiful for me, even to others it is messy and was a cheap stuff toy. I couldn't let it go until one of my cousins called me to let it go, since we need to leave. Until I decided to put it down and for the last time I took some glances to it hoping that I could see that again. When we nearly left the ukay-ukay store, there was a voice that called me behind and when I looked at it, it is the salesman of the ukay ukay. He handed me the Stuff toy I was looking at. I'm stunned, I don't know how to react. Only the feeling of happiness. He said to me that, the stuffed toy is now mine. He gave it to me for free. I was so happy that time when we leave. I am hoping that I did say thank you to him for giving me a wonderful stuffed toy and bringing me happiness that time. That was my first ever Stuff Toy. Until now, It gives me chill, I still have that stuffed toy and I am forever grateful for him.
Why do you want this job
Give me one good reason why I shouldn't hire you - If your not looking for a person who has capability to handle stress and has flexible hrs then you shouln't hire me.
Describe red to a blind person - Red Think of red as something warm and nourishing. It’s what you feel when you’re warming yourself up by a fireplace or when you’re sipping a hot tinola on a rainy day. It’s the security you felt when, as a little child, you were startled by the thunder and your mother rushed to hug you. It could also be a lover’s passionate kiss. Red is love.

Green Green is the melody you hear when you’re in the middle of a forest. It’s the singing of birds, the fresh air you breathe, the murmur of a river. When you’re stressed, these melodies will relax you because green nurtures life. Green is slow but it moves with purpose. It’s gentle yet powerful. Where there is no green, it’s hot, dry, and dusty. Green is life.

Blue Blue is the feeling you get when you’re having a massage while listening to your favorite music. It washes away your stress and lets you live in the moment. Blue is also confidence. When you’re certain that you can do something exceptionally well, that’s blue. You become cool, calm, and collected. In short, blue is tranquility and confidence combined

Brown Brown is that peace you feel when you’re indoors and curled up with a warm blanket, while outside, the storm is raging. You think you ought to be scared but you’re not because you feel warm and safe inside your own home. It’s also the feeling of belongingness when you’re laughing among friends and families. Brown is security and stability.

Yellow Think of yellow as the explosion of taste in your mouth when you sip a glass of fine wine or eat a well-aged cheese. It supports growth and metamorphosis so that grapes turn into wine, milk into cheese, and caterpillars into butterflies .

Orange Imagine holding a freshly picked orange. Now, smell its aroma and taste its flesh. That’s how the orange color looks like. It’s sour, yet sweet. When you think of orange, think of the most talkative yet most likable person in your life. Orange always makes itself known. It’s never shy, nor dull.

Purple Imagine soaking in a warm bath infused with lavender oil. That’s purple. It’s richly scented but never overpowering. Feel the touch of a velvet fabric. That’s purple too. It’s comforting and relaxing and helps you sleep after a long day.

Pink Imagine touching the skin of a newborn baby at the back of your hand. That’s how pink feels like. Or imagine eating a freshly baked salmon or a medium-rare beef steak. It’s tender, soft, and juicy. Pink could also be passionate but without the overbearing dominance of red and orange.

White White is the sound of a gentle breeze blowing through your hair. It’s the melody that milk makes when it’s being poured on a glass. It’s the smell of freshly cooked rice.

Gray Gray is the sensation of dust and sweat clinging to your body when you’re riding a jeepney on a hot summer day. It’s the smell of mold in an abandoned building. It’s the emptiness you feel when you long for someone who is no longer there.

Black Black is the rich taste of chocolate in a hot champorado. It’s the smell of fresh rain on fertile soil. It’s the heaviness of your eyelids and muscles when sleep is about to come.

OUT OF THE BOX QUESTIONS

What did you have for breakfast?
What is your spirit animal? My spirit animal is butterfly, butterfly symbolizes joy and brightness. I see myself in a butterfly because when someone through difficult times, somewhat want to feel them, that I'm here. We