When a company determines that they need to hire a customer service adviser they will interview several top candidates to determine which adviser can help them push their call centre to the next level. The interview can be lengthy and you can expect to be asked a lot of questions that will take you off guard.
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You will be asked several questions to measure ability to drive improvement. As a consultant or adviser, your job is to make suggestions that drive improvements across the enterprise. Be prepared to answer these questions with examples of recommendations you've offered and the resulting improvements. Knowing the specific measurement is always best and shows that you understand call centre statistics. For example; if you made a recommendation to lower call resolution time (CRT) and your recommendation made a positive impact, let the interviewer know the amount of seconds the CRT decreased across the centre.
Although a company may ask questions about the validity of specific call centre policies they want to know if you will support established policies while balancing the customer experience. You'll be asked several questions or scenarios that require you to make a decision between policies and what is right for the customer. These types of questions rarely have a "correct" answer as to which is right. Make a decision and firmly express your reasoning as to why you made the decision. If you choose against established company policy, offer your ideas to amend the policy in a manner that remains profitable for the company and improves the customer experience.
Do you struggle
It's expected that you are an expert in the field of customer service but every person has their strengths and weaknesses. You will be asked questions about your strengths and weaknesses. One pitfall to avoid is to omit discussions about your weaknesses. Interviewers want you to be self aware and own your opportunities for improvement. When you discuss previous opportunities for self-improvement you should also discuss the steps you took to overcome those obstacles to ensure you remain a positive and attractive candidate for the position.
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