Question
Mention the biggest challenge you have faced at work during the last one year.
Answers
The purpose of this question is not to know about the challenges you have faced but to see your approach to manage them. Pick up an example of a challenge you faced at work and focus your answer on the steps to took to deal with it. Also, discuss about your learning in the process.For e.g. "Recently I was asked to recommend and implement the changes in the way the calls are distributed among my team members at the call centre. My team members were quite used to the way they were working and there was a lot of resistance to the proposed changes. I knew that these changes will improve the performance of the whole team so I discussed them with my manager and team in detail. I tried to win the confidence of the team members and explain them that it will be in the interest of all of us and the call centre if we implemented these changes. As they started seeing my point, it became easier to gain their support and the desired outcome. The result is that the customers get a reply faster and the performance of each team member has improved by more than 50%.

Why do you want to leave your current job?
The reasons for leaving your current job could be numerous but offer the one that the interviewer is willing to buy. You can say something like "Better prospects in terms of responsibilities and growth" for example.

What is the importance of customer service to you? Have you ever walked an extra mile for a customer?
The business of call centre runs on customer service. Genuine interest in customer service is one of the most important qualities the interviewers look for in the potential candidates. Being in the field of call centres, customer satisfaction has to be your mantra. To answer this question, you can say something like: "Being in the field of call centres, customer is our king and customer service is our faith and religion. There have been times when I took an extra mile to ensure that my customer is satisfied." Focus your answer on the extra steps you took for customer and how this elated customer helped the business.   Your Comment




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