What does Customer Satisfaction mean to you? 

When you work at a call center you will come across irritated, angry, and abusive customers, you can say you will do that following to handle them:

-  Listen to them and empathize with their situation

-  Apologize and take ownership of the problem and give a solution

-  Approach them and ask for a reason for their displeasure

-  If they insist on talking to your manager, get him on line ASAP

- Follow up after giving the solution and ask for feedback

Inbound customer service agents handle incoming calls from customers for:

- Requests for help

- Inquiries or requests for information

- Placing orders, in product purchases

- Applications for services

- Filing complaints

Outbound customer service agents make calls to random potential customers to sell a service or product. These agents can also be called as telemarketing executives.

This question focuses to check your ability to handle situations. Do not answer this question with anything that states retaliation. Talk about handling the situation with patience and relaxed mind set. You can answer it as “ If the customer on the other side of the phone line is angry i will first try calming him and ask him his/her problem. After that I will try sufficing the best solution keeping in mind his problem. In this sector customer satisfaction is very important and thus it will be my primary goal.

Answer this question around the following steps :

1. Greet customer.

2. Tell your name to the customer.

3. Ask customer how you can be of any assistance to him/her.

4. Listen carefully and patiently to the customers query or requirement.

5. Provide the customer with the best solution or assistance without making him/her wait for long.

6. Inquire if customer is satisfied with the assistance or help provided.

7. Ask the customer if he needs any further assistance.

KPO stands for Knowledge Process Outsourcing. It is a subset of call centers. The ways in which a KPO differs from a call center are :

1. In KPO knowledge and information related work is carried out.

2. Staff requirement is for highly skilled people.

3. Is mainly related to support and not sales.

4. Carries out works mainly for research and analysis process besides support.

When a business process is outsourced from a company in one country to another company in the same country – it is called onshore outsourcing.

When a work process is out-sourced to a different country which is not nearby – it is called off-shore outsourcing. For e.g. If USA outsources a work process to India- it is off-shore outsourcing. 

Say “Yes” if you have made up your mind to work for a call center. Call centers would usually work 24 X 7 which needs some executives to be always present in the center. This means that you would need to work in shifts.