Pam Sample 11/20/2006 3:21:04 PM
SELECT for Call Centers-Inbound Combo Interview |
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Preparation:
- Review the application form
- Review the test results
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STEP 1: Open the InterviewHello, my name is ____________ and I'm
the _____________ (your position). We're pleased that you are interested
in this position. The purpose of this interview is to learn more about you
and your work experiences. I will be asking you some questions about your
previous experience, how you approach certain things, etc. You will
probably see me jotting down some notes -- that's to help me remember
better what you said after the interview is over. There are no correct or
incorrect answers; what we want is to learn more about you. At the end,
I'll leave some time to answer any questions you might have. If you are
ready, we can begin. |
STEP 2: Review the Application and Investigate Potential Problem
Areas
| ___All blanks completed? |
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___Employment gaps? |
| ___Application signed? |
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___Extremely high or low earnings? |
| ___Several jobs in the last 2 years? |
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___Earnings show progress? |
| ___Vague reasons for leaving job(s)? |
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___Can complete all essential
functions? |
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Example Questions:I see that you were unemployed from
_____to _____. Please tell me about this period of unemployment.
I see that you left your previous employer for personal reasons. Would
you explain further?
I noticed that you have changed jobs frequently in the recent past.
Why? |
STEP 3: Review Test Flags and Begin In-depth QuestionsWhile
asking the following interview questions, be sure to listen and probe in
the following areas:
- Low Influence Inclinations (Sales Only)
- Low Preference for Structure (Sales Only)
- Low Acceptance of Diversity
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1. Tell me about your responsibilities in your
previous (or current) job. Which did you like most and why? Also, which
did you like the least and why? (Listen for relevant work experience,
likes and dislikes that may or may not fit this job.) |
2. Why
are you considering leaving or why did you leave your current/last job?
(Listen for reliability, job fit.) |
3. What
attracts you to this job with our company? (Listen for a desire to sell
and a desire to serve others as well as an interest in your organization.)
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4. Have
you ever had a sales job? What did you sell? Did you like the job? How
successful were you? (Listen for sales experience, desire to sell and a
willingness to influence others.) |
5. Have
you ever worked or volunteered in a position where you sold products or
services over the telephone? How did you like it? How successful were you?
(Probe for sales drive, positive competitiveness to be the best.)
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6. How
would you describe yourself as an employee? What are your strengths? What
things do you think you might need to improve? (Listen for work ethic,
interpersonal skills, a willingness to influence others.) |
7. What
type of people do you like best? And least? Why? (Listen for openness
and a lack of prejudice.) |
8. What
type of supervisor do you like best? Why? (Listen for a willingness to
be supervised.) |
9. In
previous jobs how was your performance measured? What do you think would
be a good measure of your performance in this job? (Listen for a focus
on measurable results.) |
10.
Tell me about a time that someone did a good job of selling something to
you over the telephone. Give me examples of what the salesperson did well.
(Listen for sales knowledge, values.) |
11.
Tell me about a time that someone did a poor job of selling something to
you over the telephone. Give me examples of what the salesperson did
poorly. How could he/she have improved? (Listen for sales knowledge,
values.) |
12.
What do you think is most important in helping a customer decide to buy
your product or service? (Listen for sales knowledge, values, the
ability to influence others.) |
13.
Sooner or later, we all have to work with a customer who is unreasonable.
What types of behavior would you find most frustrating? How would you
respond under such a circumstance? (Listen for openness, tact and
ability to handle difficult people.) |
14.
Eventually, you will call a customer who feels that your call is an
intrusion. How would you respond under such a circumstance? (Listen for
diplomacy, tact, frustration tolerance.) |
15.
From your understanding of the job, what aspects of the job will you like
the most? What are some things you might dislike? (Listen for job
knowledge and job fit responses.)
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If you are still concerned about the Performance Flag areas, here
are some additional questions to ask:Low Influence
Inclinations: (Sales Only) Do you have sales experience?
Are there other circumstances in which you were required to exert
influence over the decisions of others? Please give me some examples. How
effective were you? Why? (Listen for an ability and a willingness to
influence the decisions of
others.)
Low Preference for
Structure: (Sales Only) In general, what types of things
would interest you in a job and what types of things would you dislike?
This job requires following some standard procedures and methods such as
________ and _________ . Have you ever done this type of work before?
Which parts would be easy for you? Which parts would be difficult? (Listen
for a tendency to quickly become bored with monotony or a tendency to
circumvent the rules.)
Low
Acceptance of Diversity: What types of co-workers do you like?
What kind do you dislike? Describe situations in which you have provided
service or done things for other people. What did you do? How did they
respond? Are there some types of people you do not like to serve (help)?
Why? (Listen for prejudices or biases that may influence how he/she would
behave with co-workers and others on the
job.)
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