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14 CALL CENTER INTERVIEW QUESTIONS & ANSWERS

Blog post written by Jerome Herrera from All I can Handle.

In this blog post, I will be discussing the most common and hardest to answer call center interview questions for first timers, fresh graduates, beginners, and freshers. I also would be equipping you (our dear readers) with valuable tips on how to answer these call center interview questions.

While call center job interview questions will mostly resemble interview questions found in job interviews in other industries, the content of your interview answers will have to be tailor-made for the needs of the call center industry. Job interviewers in the call center industry will primarily be on the lookout for skills such as flexibility, customer service, multitasking, good communication, and critical thinking.

This blog post features call center interview question and answer samples in a question and answer format. The answers will be given in a script format. This will be followed by a short explanation on each call center interview question and answer.

14 Most Common Call Center Job Interview Questions and Answers

Call Center Interview Question 1: Tell me something about yourself.

Call Center Interview Answer 1: 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.

Explanation to Call Center Interview Question and Answer 1:

This call center interview question is probably one of the most neglected and least prepared for by interviewees. The question seems 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?

A very good answer to this call center interview question would be to talk about your hobbies. When you do talk about hobbies, remember that by doing this, you are also providing the interviewer with information about your skills. For example, if you say 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 call center 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 GOT episodes on DVD 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.

Call Center Interview Question 2: What is your idea of a call center?

Call Center Interview Answer 2: 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.

Explanation to Call Center Interview Question and Answer 2:

This call center interview question aims to gauge how correct your expectations of a call center job are. Answer this question by giving out your general expectations of a call center 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 call centers. This call center interview question will only be asked if you don’t have any call center experience yet.

Call Center Interview Question 3: Why do you want to work in a call center?

Call Center Interview Answer 3: 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.

Explanation to Call Center Interview Question and Answer 3:

This is another call center interview question that is only directed to applicants without any call center experience. Please do not answer this call center 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 call center interview question by saying that you want to improve your English. By applying for a call center job, you should already be confident with your communication skills in English. The above response, 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 give a response that a nursing graduate could give to this call center interview question because of the many nursing graduates in the Philippines trying to look for a job in the call center industry.

Call Center Interview Question 4: What are your strengths and weaknesses?

Call Center Interview Answer 4: 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.

Explanation to Call Center Interview Question and Answer 4:

The call center interview answer 4 is pretty much self-explanatory. With this call center interview question, you would want to enumerate skills that are needed as a call center agent. These include (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 say 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 call center interview question with a lot of confidence.

Call Center Interview Question 5: What makes you qualified to work in a call center?

Call Center Interview Answer 5: I am qualified to work in a call center because I possess qualities which makes one a good call center agent. 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.

Explanation to Call Center Interview Question and Answer 5:

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

Call Center Interview Question 6: Why do you want to work for our company?

Call Center Interview Answer 6: 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.

Explanation to Call Center Interview Question and Answer 6:

In answering this call center interview question, simply cite the company’s positive attributes.

Call Center Interview Question 7: What has been your most significant achievement?

Call Center Interview Answer 7: 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.

Explanation to Call Center Interview Question and Answer 7:

This call center 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 something.

Call Center Interview Question 8: Give me one quality that you have which will not make me hire you.

Call Center Interview Answer 8: 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.

Explanation to Call Center Interview Question and Answer 8:

This call center interview question is tricky and will stump a lot of people. In effect, this question is asking you for your weakness. Do not say 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 response provided above). Remember to answer this question with a lot of conviction and confidence.

Call Center Interview Question 9: How do you see yourself five years from now?

Call Center Interview Answer 9: I see myself working for this same company but with a higher position.

Explanation to Call Center Interview Question and Answer 9:

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.

Call Center Interview Question 10: What are your goals in life?

Call Center Interview Answer 10: 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.

Explanation to Call Center Interview Question and Answer 10:

This call center interview question is almost the same as the previous one presented.

Call Center Interview Question 11: What do you know about this company?

Call Center Interview Answer 11: I know that this company is one of the leading companies in the call center 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.

Explanation to Call Center Interview Question and Answer 11:

This call center 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.

Call Center Interview Question 12: What is your idea of quality customer service?

Call Center Interview Answer 12: 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.

Explanation to Call Center Interview Question and Answer 12:

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

Call Center Interview Question 13: What is your expected salary?

Call Center Interview Answer 13: Whatever amount you give to people with my qualifications would be fine.

Explanation to Call Center Interview Question and Answer 13:

As much as possible, do not answer this question with a figure. The best way to answer this call center 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 give a 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 say 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.

Call Center Interview Question 14: Why should we hire you?

Call Center Interview Answer 14: I have all the qualities that a good call center agent 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.

Explanation to Call Center Interview Question and Answer 14:

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

Please don't forget to come up with answers to possible follow-up interview questions the interviewer may have. If the interviewer asks you what your hobbies are, and you say reading, please expect the interviewer to ask as well questions like what is your favorite book or who is your favorite author and why.

When the interviewer asks an interview question that you haven’t prepared for, remain calm. Take a second or two to think of your answer. Two-second pauses are definitely accepted. Pauses which are longer than two seconds though might give an impression that you can’t express yourself well in English.

Remember that the call center interview questions and answers in this article are just a guide. Please do not just memorize whatever was written in this post and use it in your interviews. And please do not be tempted to lie to the interviewer. Remember that interviewers will always try to catch job applicants lying.

HOW TO GET A PROMOTER SCORE / CUSTOMER SATISFACTION SURVEY IN A CALL CENTER

Working as a Call Center Agent is not really that tough. It can actually be fun especially if you are a people person – that is, IF you love connecting with people. You will also find joy in working in a call center in the Philippines if you possess what they call a ‘servant’s heart.’ That is, a heart that delights in serving others and finds fulfillment in helping solve someone else’s problem.

This is why, working as a Call Center Agent in the Philippines can truly be a fulfilling career for people who love to connect with other people at the same time, help solve their problems or address their concerns. As a Call Center Agent, you get to talk to different kinds of people. That is why, if you are someone who enjoys talking on the phone with people in general, this truly is a suitable job for you.

Basically, think of being a call center agent is where you get paid to talk — but of course, this is not the kind of talk where you laugh and tell stories. This is more of a professional nature. As a Call Center Agent, your aim is to get positive customer surveys or what we call a "promoter score". You want your customer to say good things about the company you are working for, thus attracting more customers.

There is a saying - "A satisfied customer may tell a friend or two about how good your product is but a dissatisfied customer will use every chance he/she gets to tell everyone how bad his/her experience was in an effort to let off steam". That is why you must do your best to satisfy your customer so he/she will be a promoter.

So what do I need to do to get a good customer survey in a call center?

As a Call Center Agent, the most basic step you need to do is to listen carefully to what your caller is saying and make sure you understand your caller’s concern. As a general rule, part of the script is to repeat what the customer said by saying something like: If I understood you correctly, you are calling because…. then go ahead and restate your caller’s concern. This is called "paraphrasing" which is an important skill for any call center agent.

Be sure to ask the right questions to verify some information that will help you address your caller’s concern/s. The next step is to assure your caller that help is on the way and that you are trained to handle this sort of problem. The goal is make sure that the customer feels at ease, and confident that you know what you are doing.

Then proceed to inform your caller that you will be putting him/her on hold while you address his/her concern. Make sure that you get back to your caller every now and then to provide an update on what you are doing and how close you are to solving his/her problem.

In instances where you are not sure what to do or how to address your caller’s concern, you can ask the help of your supervisor or escalate the concern but make sure to inform the caller before transferring him/her to your supervisor.

Basically, as a Call Center Agent, you are the ‘face’ of the company to its clients. As such, make sure you put up a very good and impressive face Remember that your clients are the lifeblood of your company. You need them as much as they need you. Success in any endeavor does not only require that you possess the right brain — it is also important that you possess the right heart. Therefore, make sure that you love what you are doing. Also, maintain a professional attitude.

A rule of call center survival is understanding that -- you have a job to do, so make sure that you do it right. That way, you help your company to thrive. Generally speaking, some callers are nice and friendly – therefore, a delight to talk to. However, there are also callers who have an ax to grind. You just have to deal with them as part of your job.

How to get a customer satisfaction survey from an irate caller?

Irate callers can, at times, be rude and nasty – so the idea is to be nice anyway, and never take their grievances personally. Handling irate customers as a call center agent is a skill. Normally, you just have to respond with the script your company provided you with – something like: “I understand your frustration. I am trained to do this and I can definitely help you. So, please tell me your concern.”

Make sure you listen very well and that you fully understand the caller’s concern. Some companies allow their agents to use the notepad on the computer to jot down important facts about the caller’s concern. Clarify any gray area/s by asking the right questions.

When call center agents re-state the concern by saying something like: If I understood you correctly, you are calling about (re-state the caller’s concern). Then assure the caller that you were trained to handle this type of concern. That assurance and being able to state correctly and completely the caller’s concern somehow has a calming effect. At times, this earns the caller’s trust making him eager to work things out with you.

Inform the caller that you will be putting him/her on hold while you do your job to resolve his problem. Make sure you get back to your caller every few minutes to give an update about what you are doing and what you have accomplished so far. This somehow has a calming effect since it assures your caller of your sincerity to help and your ability to address his/her concern.

Always remember that as a call center agent, establishing trust is very important in keeping your customers and also receiving good feedback about your company. That is why you should always make sure that you rightfully address your caller’s concern.

Once you have resolved the caller’s concern on your end, verify with the customer if the problem was resolved on his/her end. Once the customer agrees that it has been resolved, ask the customer to please answer a survey regarding his/her encounter with you. Make sure you have a positive and nice tone so that the customer will be at ease.

What do you gain from customer satisfaction surveys/promoter scores in a call center?

Remember that for a call center agent's survival, positive customer surveys, or promoters’ scores assure you of your tenure with the organization. By being a top agent in a call center, you will also receive some perks and even help you climb up the corporate ladder. Those who have a track record of happy customers in call centers are usually rewarded with perks and favors.

The last thing you must realize is that you will not have a positive customer survey at all times. Just make sure that you always give your best in everything you do and always strive to do better the next time.

How to be a good call center agent in the Philippines?

It's easy to get a job in a call center in the Philippines, but it's hard to succeed as a call center employee. As a call center dad blogger, there were many challenges that I had to go through to get to where I currently am.

I would like to share some good practices and call center survival tips you should know before you enter the world of customer service. Will also give some insights on free call center trainings.

You first need to understand what are the Roles of a Call Center Agent in the Philippines.

Call centers jobs in the Philippines provide live support to customers who have questions or need help with products and services. There are some important differences between inbound and outbound call centers:

Inbound call centers are focused on providing information to customers through phone, email, or chat. For example, if you're looking for information about how to use your phone service (such as changing your plan), this is likely an inbound call center.
Outbound call centers create calls that go directly to potential clients instead of waiting for them to contact you first. For example, if you want people in your city who own small businesses to buy advertising space from you and haven't reached out yet via another channel like social media or email marketing then an outbound team would be best suited for making cold calls as they specialize in reaching new prospects via telephone calls rather than emails sent out indiscriminately every day across multiple industries at once like most other types of PBX systems do today."

Call Center soft skills

Soft skills are those personal qualities and characteristics that are not directly related to the job itself. They’re used to get the job done, but they may not be as obvious in their function as hard skills. Some examples of soft skills include:

Adaptability - being able to change how you act or think depending on what's going on around you
Critical Thinking - figuring out how things work by looking at them critically, rather than just trying things randomly until they work
Emotional Intelligence – understanding other people’s emotions and being able to manage your own emotions well enough so that they don't get in the way of getting things don

Develop good communication skills

There are a number of skills that are important in any call center job. One of the most important is communication skills - which is a set of abilities that help you communicate effectively. Communication skills can benefit both you and your colleagues, as well as the customers you serve. As a call center dad, I can attest to communication being the top skill needed for this role.

When communicating, it's important to remember that there are two sides to every conversation: yours and theirs. You need to understand what each person is saying, but also make sure that they understand what you're saying before moving on to other things.

Communication involves:

Understanding yourself – Being able to identify your emotions and the reasons for them will allow you to control them better when dealing with others or during stressful situations at work (and life in general).

Read a lot about customer service

Being a call center agent in the Philippines is a tough job. You need to be resilient and read about customer service tasks. Be sure to read customer service blogs and books, as well as articles and news about the subject. There are also many videos in YouTube about call center survival and how to adapt.

Listen to call center calls in YouTube

Listening to calls and reviews is an important part of call center training in the Philippines. When you listen to calls, you learn how to talk with customers and handle difficult situations. You also learn about the types of questions people ask, which helps you improve your own knowledge base and skills.

TESDA ONLINE - CALL CENTER TRAINING COURSE

TESDA now offers online call center training courses for free for Filipino Call Center Agents. If you want to learn and equip yourself for the call center industry - this is the perfect resource to help you.

Conclusion

What’s great about these tips is that they are easy to do and don’t cost you anything. So, go ahead and start working on them right away. As you can see, by following these tips, you will have a better chance of getting a call center job. However, you also need to be prepared for the interview and make sure you have all the required documents ready so that everything runs smoothly on your appointment date.

How to be an excellent call center agent

How to be an excellent call center agent in the Philippines

So you’ve got a job at a call center in the Philippines. Congratulations! You may be nervous—and that’s only natural. Dealing with customer service calls can be challenging, but it can also be extremely rewarding.

To make sure your customers are satisfied and your bosses are happy, follow our tips for working in a call center:

Always be professional.

Being a call center agent in the Philippines is an important job, and it requires you to always have the best attitude and demeanor. This is why it's important to keep your language and tone professional. You should avoid slang, contractions, emoticons, or abbreviations at all times because these things can make you sound less educated and less serious about your work. In addition to speaking well of yourself in this way, being respectful and polite towards customers will help them feel more comfortable talking with you for long periods of time.

Strike a balance between patience and assertiveness.

Patience and respect are key to a productive working environment. You’re dealing with people, after all.

But don’t let customers walk all over you! If they’re being aggressive or rude, be assertive—not aggressive. Remember: patience is important in this industry, but so is assertiveness.

Sometimes it takes more than just “assertiveness” to get through a rough conversation with an angry customer (or even an annoyed one). That's when having patience is most important—and why learning how to use it will help keep your cool under pressure when things go awry in the call center environment.

Call center TIP: Remember that you’re offering a service.

Remember that you’re offering a service. As a customer service agent in the Philippines, you are not the customer—you are the service provider. This means that you need to have empathy for your customers and appreciate their frustration with your company. You also need patience because no one likes being on hold (even though we all do it), so treat each caller like they matter and show them respect even if they're not treating you with any at all. Finally, be assertive when you need to say “no” or ask questions about things like billing information; don't let yourself get pushed around by angry customers who think that yelling at someone who can't physically see them makes them seem justified in their complaints.

Call Center TIP: Do not transfer the call over to someone else.

Even if you think you have a better idea and might be able to help the customer, it is your job to make sure that they reach the correct person. Even if you think someone else has more experience or knowledge about a certain topic, don’t interrupt them.

It can be difficult for people who are used to working in call centers where everything is laid out explicitly for them, but remember that every service provider around the world wants their customers to have an easy time when they call up with questions. Your job is not only to answer questions and provide information but also help customers reach those goals of having great experiences with your company!

Call Center Tip: Take ownership of the problem.

When you join the call center, you are the first point of contact for customers. You will be the person who will resolve their issues and get them to hang up (hopefully in a good mood).

This means that you need to take ownership of fixing any issue that occurs during a conversation with a customer. This can be anything from being unable to understand what they are saying to not being able to solve their problem. If something goes wrong, don't blame it on anyone else; step up and fix it yourself!

Call Center Tip: How to handle angry customers.

Let the customer vent.

When a customer calls in, they may be upset or frustrated about something, and sometimes it's important to let them get their feelings out before you start working on solving their problem. You can do this by summarizing what they say in your own words: "I'm hearing that there was a misunderstanding about how much time should be included in your parking pass." And then ask them if that's correct: "Is that right?" If they agree with what you've said, repeat back what they tell you until they give you another piece of information or ask for clarification on something. This process shows that not only are you listening carefully but also taking an active role in understanding the problem fully before moving forward.

Call Center Tip: How to be a professional call center agent.

A call center job is not a popularity contest. Your job isn’t to be liked, it’s to get the job done. Even if you don’t like the customer or think they are rude, there is a way for you to handle it without making it personal. You can be friendly and helpful without being fake or over the top about it!

If one of your coworkers is having a bad day or taking out their frustration on another coworker, don't let that affect your work ethic. If someone is rude to you, politely inform them how their behavior is affecting others in the team such as yourself and inform them they need to change their attitude before they continue speaking with any other member of our customer service team
Call Center Tip: Show empathy for customers

Avoid using canned responses—be a human!

Canned responses are impersonal and can come off as robotic. They aren't helpful to the customer, nor do they help build trust or relationships between your business and its customers. Not only that, but they're also a bad idea from an efficiency standpoint: why even ask all those questions if you're just going to turn around and feed them into a computer anyway?

Instead of being an automated response machine, try actually talking with your customers over the phone. If there's something about their order that doesn't seem right or needs clarification, let them know! After all, these people called you for help because they didn't know how else to get it. Be human; be friendly; be helpful; forge relationships with these people who have entrusted their hard-earned money into your hands.

Call center agents use their brains, and Filipino Call Center agents are smart.

Call Center Tip: Use your common sense.

The best tip when working in a call center in the Philippines is to use common sense.

Don't be afraid to ask for help when you don't know something. In fact, it's probably better if you ask for help sooner rather than later. You don't want to get stuck on a call with an angry customer who's demanding an answer from you and all you can say is "I'm sorry, but I don't know." That could make things worse!

Don't feel obligated to do anything that goes against what's in your company's policy or call center guidelines (although admittedly sometimes these policies are made more strict by management out of paranoia). If a customer asks for something that would violate their rights as a client or break some other rule in place at your job, politely tell them no and offer an alternative solution instead—like trying another department within the company if possible.

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