Contact Centre Agent Interview Questions

Contact Centre Agents handle customer complaints or enquiries via telephone, emails, chats or text messages at Contact Centres.

Whether you're a job seeker preparing to be interviewed for the role of Contact Centre Agent or an employer preparing to interview candidates for Contact Centre Agent position, these Contact Centre Agent interview questions will help you prepare yourself for the job interview session.

Contact Centre Agent Interview Questions

Below are a list of some skill-based Contact Centre Agent interview questions.

1. What qualities do you think are necessary to be a successful contact center agent?
2. What do you think sets you apart from other candidates applying for this job?
3. Describe a time when you had to deal with an irate customer. How did you handle the situation?
4. Describe a time when you went above and beyond to help a customer. What was the result?
5. Tell me about a difficult problem that you were able to successfully solve for a customer.
6. What do you think is the biggest challenge that contact center agents face? Why?
7. Tell me about a time when you had to learn about a new product or service quickly. How did you go about doing that?
8. What do you think is the key to maintaining a good relationship with customers?
9. What do you know about the Contact/Call Center Industry?
10. What will you do if the customer abuses you on the phone?
11. What is your experience of working in a contact/call center?
12. Are you comfortable working in a fast-paced and high-pressure environment?
13. Describe a time when you encountered a problem that you weren’t able to solve on your own. How did you go about finding a solution?
14. Are you comfortable working long hours, including evenings and weekends?
15. What is your typing proficiency?
16. As a Contact Centre Agent, what procedure do you follow when a customer contacts you?
17. Tell me about a time when you received constructive criticism

Contact Centre Agent Interview Questions and Answers

Every interview is different and the questions may vary. However, there are lots of general questions that get asked at every interview.

Below are some common questions you'd expect during Contact Centre Agent interviews. Click on each question to see how to answer them.

1. What is Your Greatest Strength?
2. Why Do You Want To Leave Your Current Job?
3. Are You a Leader or a Follower?
4. What is Your Salary Expectation?
5. What is Your Greatest Weakness?
6. Why Should We Hire You?
7. Do You Have Any Questions for Us?
8. Tell Me About Yourself
9. What Is Your Greatest Accomplishment?
10. Why Do You Want This Job?