Telephone interview questions and answers

Telephone interview questions and answers

Although seen by some as merely an extension or precursor to a regular interview, telephone interviews can be an entirely different kind of beast. For a start, with no face-to-face interaction they can occasionally lack the conversational style of a regular one-on-one interview. Instead, be prepared for some quick-fire question and answering to come into play.

We’ve already covered some of our top telephone interview dos and don’ts, but to help keep your manic mumbling to a minimum, here are some of the most common telephone interview questions and answers:

1 Telephone Interview Questions: Tell me something about yourself.

1 Telephone Interview Answers: Well, I can say that I am a person with varied interests. During my spare time, I like to sketch anything that I see on the street such as a dog passing by or a little girl buying candy from the neighborhood store. These things fascinate me. I guess I like to observe people. On Sundays, I do volunteer work at an orphanage. My volunteer work consists of encouraging wealthy people to donate money to the orphanage. What we do is we go to the upscale neighborhoods of the city and tell them about the orphanage. When I have the time, I also like to read novels, and play basketball.

1 Telephone Interview Questions and Answers Explanation:

This Telephone interview question is probably one of the most neglected and least prepared for by interviewees. Questions like these seem very simple and direct to the point. Your answer though to this question will set the course of the interview. From this very simple question, interviewers can likely guess at whether you are a good candidate or not so please do not take this question for granted. Most applicants will answer this call center interview question with information already found on their resumes like their name, address, and school information. Do not make this mistake. When being asked this question, you are supposed to answer with information not found on your resume. Why would the interviewer want to know about your name, age, and address when this information is already on your resume?

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A very good answer to this call center interview question would be to talk about your hobbies. When you do answer this question by talking about your hobbies, remember that you will also be indirectly providing the interviewer with information about your skills. For example, if you answer by saying that you play sports like basketball or baseball, this tells the interviewer that you are competitive. If you say that you like to play chess, this means you’re analytical. If you tell the interviewer that you are involved with various organizations, this spells leadership and people skills. So do not take this Telephone interview question for granted. Make sure to answer this question by giving the interviewer an idea that you are who they are looking for. If you do not have any “good hobbies” (like all you can say is watch HBO, eating, and sleeping), another approach you can take is talking about your family. Describe your relationship with your family. Talk about your brother, the pilot, or your mom, the actress. Say that you are very close to your family, that you guys go to church every Sunday and watch a movie afterward. If you like to watch TV, amuse your employer by saying something like I’m addicted to Game Of Thrones. I watch all Game Of Thrones episodes on my phone every day. If all you have in your arsenal is reading, then make it sound better and more interesting by saying that you are a voracious book reader. Rack your brain. Make sure that when you tell something about yourself, it sounds interesting and will make you shine.

2 Telephone Interview Questions: What is your idea of a call center?

2 Telephone Interview Answers: My idea of a call center is that it is a place where people take calls from customers and deliver superb customer service experience. I know that the people who work for call centers are extremely flexible people who adapt to different cultures, different people, and different schedules all at the same time.

2 Telephone Interview Questions and Answers Explanation:

Telephone interview questions such as this one aims to gauge how correct your expectations of a Telephone job are. Answer this question by giving out your general expectations of a Telephone job. Describe the work (selling if it’s a sales account, instructing callers if it’s a technical support account, etc.) or the people working in Telephone. This Telephone interview question will only be asked if you are a first time Telephone job applicant or don’t have any call center experience yet.

3 Telephone Interview Questions: Why do you want to work in a call center?

3 Telephone Interview Answers: I’d like to work in a call center because I have the skills to match the ones needed for this job. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. As a nursing graduate, I am skillful in dealing with difficult people and patient in working with irate clients. In my course, we were taught how to be good listeners which I know, is a very valuable skill in this industry. Another reason I want to work for a call center is because I know that the benefits and pay in the call center industry are better compared to those in other industries. I also know from my friends that the chances of career growth in this industry are high. In the past, I have heard of people getting promoted overnight.

3 Telephone Interview Questions and Answers Explanation:

Questions such as this one are only directed to applicants without any Telephone experience or first timers. Please do not answer this Telephone interview question by saying that you need money to help your parents. The interviewer wouldn't want to hear that you are in this just for the money. For Filipinos, please do not answer this Telephone interview question by saying that you want to improve your English. By applying for a Telephone position, you should already be confident with your communication skills in English. The answer above, by the way, is a good example of how you can relate your college degree to a job in a call center. I purposely chose to provide an answer that a nursing graduate could give to this Telephone interview question because of the many nursing graduates in the Philippines trying to look for a job in the Telephone industry.

4 Telephone Interview Questions: What are your strengths and weaknesses?

4 Telephone Interview Answers: I am a very patient person capable of dealing with irate and demanding customers. I can think out of the box, so I have exceptional problem-solving skills. I have good communications skills, and I can learn how to operate new computer programs very fast. I am a team player, and I get along with people very well. Those are my strengths. As for my weaknesses, I guess my biggest weakness is working too much and not knowing when to stop. I would say that this is a weakness because sometimes, I would render too much over time that it becomes detrimental to my health.

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4 Telephone Interview Questions and Answers Explanation:

Questions like this one are pretty much self-explanatory. With this Telephone interview question, you would want to answer by enumerating skills that are needed as a Telephone agent or customer service representative. These includes (but are not limited to): flexibility, adaptability, good communication skills, good listening skills, patience, proficiency in Microsoft Office programs, good typing speed, and excellent multi-tasking skills. Of course when it comes to your weaknesses, you don’t want to answer by saying that you don’t have any as this will make you look egotistic. So make sure to be prepared to come up with at least one weakness that isn’t too negative. Examples of weaknesses that aren’t very negative are: being workaholic and being too friendly. Answer this Telephoner interview question with a lot of confidence.

5 Telephone Interview Questions: What makes you qualified to work in a call center?

5 Telephone Interview Answers: I am qualified to work in a Telephone because I possess qualities which makes one a good call center agent or customer service representative. I am very flexible; I don’t have complaints with shift work or working at nights and with split days off. I am willing to learn, and I am not intimidated with learning new things. I am very patient, and I know how to deal with stress. I believe that these qualities make me qualified to work in a call center.

5 Telephone Interview Questions and Answers Explanation:

Answer Telephone interview questions like this one by just reinforcing your answers to the previous Telephone interview question presented. You can also answer this question by expounding on your strengths and good qualities.

6 Telephone Interview Questions: Why do you want to work for our company?

6 Telephone Interview Answers: I have heard nothing but good things about this company from people who have worked here. People say that the accounts here are very stable, the management is kind to its employees, and everyone is friendly.

6 Telephone Interview Questions and Answers Explanation:

In answering this Telephone interview question or similar Telephone interview questions, simply cite the company’s positive attributes.

7 Telephone Interview Questions: What has been your most significant achievement?

7 Telephone Interview Answers: My most significant achievement would have to be graduating from college. I say this because for four years, I have labored so much to get good grades and recognition and it all culminated in my achievement of a college diploma.

7 Telephone Interview Questions and Answers Explanation:

This Telephone interview question aims to look at how you see yourself as a person. Most of us would apply for a job at the age of twenty and at that age, it is presumed that you already have some achievement even if it is only in your own right such as motherhood, marriage, etc. Rack your brain. You’ll think of an answer.

8 Telephone Interview Questions: Give me one quality that you have which will not make me hire you.

8 Telephone Interview Answers: A lot of my friends say that I am a perfectionist. I never consider something done as long as I don’t find it perfect. In my previous job, I sometimes would go on over time just to make sure that I complete all my tasks; and they are done to perfection. I show up for work every day, and I am never late. I remember that when I was still in school, I never missed an assignment or a project. I also remember that whenever we were tasked to come up with a play, I would always be the one who would be insisting that we practice three times a week, and all my classmates would complain and get mad at me saying that they only want to practice once a week. Being a perfectionist can be bad especially when the people around you are lazy but I believe that in certain situations, it can be a valuable trait.

8 Telephone Interview Questions and Answers Explanation:

Telephone interview questions such as this one are tricky and will stump a lot of people. In effect, this question is asking you for your weakness. Do not give an answer saying that you don’t have any qualities that are negative. If you do this, you will look proud and conceited to the interviewer. The best approach to answering this call center interview question is to present a trait of yours which is not that negative. Examples of traits that are bordering positive and negative are being a perfectionist, overly friendly, too loyal, and workaholic. Of course, reinforce your answer by explaining this trait of yours to the interviewer. Make sure as well that you know how to turn your negative attitude into a positive one (just like the interviewee did in the interview answer provided above). Remember to answer this question with a lot of conviction and confidence.

9 Telephone Interview Questions: How do you see yourself five years from now?

9 Telephone Interview Answers: I see myself working for this same company but with a higher position.

9 Telephone Interview Questions and Answers Explanation:

In this question, the interviewer wants to know if your goals in life are in line with the company’s objectives.  It is good to be honest with the interviewer on this question so that expectations will be properly set.

10 Telephone Interview Questions: What are your goals in life?

10 Telephone Interview Answers:  My short term goal is to have a stable job with this company. After working for a couple of years with this company, I would like to see myself take on more responsibilities like maybe become a supervisor or a trainer. Meanwhile, my long term goal is to have an upper management level position with this company.

10 Telephone Interview Questions and Answers Explanation:

This Telephone interview question is almost the same as the previous one presented so you may answer it with the things you want to accomplish in life.

11 Telephone Interview Questions: What do you know about this company?

11 Telephone Interview Answers: I know that this company is one of the leading companies in the Telephone industry. You have several sites in the world, one in Atlanta, and four in Dallas. You have several accounts; most of them are medical and financial accounts. I also happen to know that most of the accounts in this call center company are very stable because this is what my friends who work here tell me.

11 Telephone Interview Questions and Answers Explanation:

This Telephone interview question is simply for the interviewer to know if you know anything about the company. It isn't necessary to know when the company was established or how much they made in the last quarter. You can answer this call center interview question by just giving out general and insignificant information about the company. Of course if you know tidbits like the name of the company president or a recent merger between the company and another call center, then by all means, do impress the interviewer with this information. So as not to be caught empty handed, it is advisable to do some research about the company before the interview. Obviously, please avoid telling anything negative about the company when answering questions like this.

12 Telephone Interview Questions: What is your idea of quality customer service?

12 Telephone Interview Answers: My idea of quality customer service is going out of your way or going the extra mile to provide customer service or to help customers. It is not simply providing assistance according to what you are expected of.

12 Telephone Interview Questions and Answers Explanation:

This Telephone interview question is simply for the interviewer to know how you view good customer service. The idea when answering questions such as this is to simply say that good customer service is going out of your way to help the customer.

13 Telephone Interview Questions 13: What is your expected salary?

13 Telephone Interview Answers 13: Whatever amount you give to people with my qualifications would be fine.

13 Telephone Interview Questions and Answers Explanation:

As much as possible, do not answer questions like this with a figure. The best way to answer this Telephone interview question is by saying that you are okay with whatever the company decides to give you. If the interviewer asks you to give a figure, then that is the only time that you should answer this question with a specific figure. Of course, make sure that you can defend your answer. Do not give a figure that is very small. The interviewer might think that you don’t value yourself, and you have a low self-esteem. A good practice is to come up with a figure that is a few thousands higher than the industry average or what you were given previously by your old company. When the interviewer asks why, then you can simply answer that this is the average salary in the industry or that you want to have a job that pays more than your previous one.

Of course, if you are in the position to dictate the salary you want the company to give you (meaning you have a lengthy experience in the call center industry already) then by all means, give them a figure right away when answering this question.

14 Telephone Interview Questions: Why should we hire you?

14 Telephone Interview Answers: I have all the qualities that a good call center agent or customer service representative should possess. I am punctual, disciplined, patient, and flexible, and organized. You won’t have any problems with me when it comes to attendance and my behavior. I have good communication skills, multi-tasking skills, and I am a fast learner. I can guarantee you that I will be able to deliver what is being asked of me, and I will give my one hundred percent to this company. I know that I have what it takes to become a good customer service representative.

14 Telephone Interview Question and Answer Explanation:

This Telephone interview question isn't intimidating as it sounds. To answer questions like this, simply reinforce your position by enumerating your strengths and how these strengths can relate to being a good call center agent or customer service representative. Answer this Telephone interview question with a lot of confidence and conviction.

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So there you have it!  If you follow the tips above (especially bonus tip #9!), you can almost guarantee to have the interviewer eating out of your hand… even if they aren’t in the same room as you.
Once that’s all done and you’ve hit send on that thank you note, reward yourself for an interview well done!

And yes, now that you’ve knocked that phone interview out of the ballpark and you’re confident in your tailored answers and thoughtful questions…go ahead and put those Scooby Doo flannels back on!