I have a interview at a call centre on thursday! HELP!

alison999

Im really happy I have this interview but Ive never worked in a call centre and have absolutely no idea what to expect.

The lady on the phone was really nice but Im still really nervous since I havent had a interview in nearly 6 years :cool:

Has anyone worked in a call centre? What was it like? What was the interview like?

Any help will be appreciated :j

no1catman

alison999 wrote: »

Im really happy I have this interview but Ive never worked in a call centre and have absolutely no idea what to expect.
The lady on the phone was really nice but Im still really nervous since I havent had a interview in nearly 6 years :cool:
Has anyone worked in a call centre? What was it like? What was the interview like?
Any help will be appreciated :j

Well done - first for passing the 'phone interview, but what sort of call centre is it?
Basically a call centre is a working environment where you'll be taking several hundred calls a week, no not straight away, but you'll be working to be able to achieve something like that. Having said that, it depends what the business the company is involved with. A motor insurance call centre for example, would mean less calls - but long more involved ones.
Interview - expect special interest in your 'customer service' experience - e.g. provide examples!
Good luck.

iwanttosave_2

I work in a call center and as said above it would depend on what kind of call center you're working in and who for. I work in quite a relaxed environment where the emphasis is spending time with the person on the phone where as other call centers/companies have a calls per hour target.

For interview, empathy, understanding, patience, listening and being able to speak clearly are all great points to show you have.

alison999

Thanks guys!

She wasnt too specific on the phone, its something to do with kitchens, I have to get them interested in the product then pass their number onto another team that will actually make the sale

It is not commision based so I was hoping it might be less target driven.

NGlady

Alison, I have worked in a fair few calls centres for different things. I have worked in sales for an internet company, down to working in relation to insurance, and all call centres are unfortunatly targeted in some way, they have SLA's now these targets might be the number of calls you answer, the number of leeds, or just how short your calls are etc. Stress you like working under pressure you can cope - if you dont have any working experience with it, maybe bring your children into it as an example, I think its a good idea to try and back everything up with a reason or an example, i know its easier said than done cos youll be nervous.

Have you googled the company?

GOOD LUCK I have a second interview for a call centre job tomorrow.

alison999

Thanks, no I haven't googled them, going to do that later today (on my blackberry now) just haven't had a interview in so long oim worried my mind will go blank as soon as I walk in!

CHARDONNAY_3

I have worked in 2 call centres, neither of which were sales based (last 1 was NHS Direct) & have to admit, I found the whole experience awful, as there are (as mentioned) always targets to hit (call time, accuracy etc) not to mention often very rude customers to deal with.

It's very important you find out exactly what the job involves as it sounds as tho it could be cold-calling, for which you would have to be very thick skinned.

In all cases you are likely to need e.gs of team work, cust service, working to targets & dealing with difficult people.

If you are on JSA, it would be worth asking them about work-trials before you commit to this type of work.

shikoku

I didn't like to answer this because I have worked in many call centres and down the years they have got progressively more into the realms of mind control, to the point where I have absolutely nothing positive to say about them.

The staff turn over is immense even in these straightened times.

You can find yourself working in an oppressively noisy atmosphere where it is absolutely impossible to maintain any level of personal professionalism.

Ridiculous targets are set and nasty little jobsworths harass you to reach them.

The rudeness you encounter from callers will occasionally leave you stunned beyond belief.

Enough of my little rant but I believe someone described them as battery farms for people and I can't think of a better comparison.

jamespir

i worked in a call centre selling kitchens and its not easy but don't let the miserable gits get to you

chomsky_2

alison999 wrote: »

Thanks guys!

She wasnt too specific on the phone, its something to do with kitchens, I have to get them interested in the product then pass their number onto another team that will actually make the sale

It is not commision based so I was hoping it might be less target driven.

Hi there, I temped for a few months in a call centre when I was younger and hard up and I remember the interview process. I remember I had to do a written test to demonstrate grammar and spelling (I'm not exactly fantastic at either and I got the job, so standards can't be that high). I also had a typing test to see what my word count was. I then had several 'test' phone calls to see how I dealt with sales situations/rude customers/enquiries etc.

My role was credit card sales, selling credit card insurance and the like and I have to be honest I hated it. I literally would have rather swallowed a coat hanger than go to work in the morning. I was told by the agency that there was minimal selling, no targets etc and of course this turned out to be a huge lie. When I started the job there was an enormous amount of pressure to sell, sell, sell! There were daily targets and if you didn't reach them you got a right dressing down and threatened with sacking.
Managers would literally be over your shoulder all the time shouting, "why didn't you sell to this customer?"

Me: "I did try but the customer told me they weren't interested."

Manager: "It doesn't matter if they are not interested, you keep selling the product to them."

The worst ever was the incentives they offered us to sell products, warm cans of Carling at 9am, fun sized mars bars and burnt, shrivelled up pieces of pizza served on a children's party plate.

I had such a depressing and horrible experience that I swear I would rather stave than work in another call centre. If it is a sales role and you are happy to do this and happy with potentially having pressure then go for it. Make sure you can get hold of a job description though before you start as then you will know what you are in for. If you like sales you may well love the job, some people are fantastic at sales, I however am awful, possibly the worst sales person ever!

Good luck!

alison999

Er, thanks everyone lol Im debating whether to even go for the intervie since even my o/h doesnt like the thought of me working there! Im just starting to get over the stress from my last job and dont really need loads more idk what to do