I prepared this module as reference for potential interview questions based on internet, from

my call center experience and from my past job interview experience. I have provided my own
answer to give you idea. You can create your own thoughts and opinion.

Reminders during interview.

 Be prepared ( Research company’s background and the nature of a certain position )
 Be confident
 Sell yourself to the interviewer
 Never say “NO” to a question.
 Remember: There are no wrong answers to interview questions, it’s a matter of how
you express your thoughts.

RECRUITMENT PROCESS:

1. Initial interview ( Phone interview, mass interview or panel, basic questions, assessing
grammar, pronunciation, fluency etc. )
2. Online Exam/Pen and paper exam ( consist of Analytical, Computer shortcuts/parts,
Grammar and sales for 45 minutes.
3. Versant/SVAR-language assessment
4. Final interview – phone interview ( one on one interview with the HR )
5. Typing Test ( at least 30 wpm and 90% accuracy in typing test ( You can visit
[Link] for test/practice typing test specifically the “ ASEOP FABLE”)
6. Account manager interview (endorsement to account, interview with the account
manager)
7. Congratulations! You are finally in the Job Offer.

CATEGORIES OF COMMUNICATION SKILLS ASSESSMENT

1. message and information thought organization
2. tone and expression eagerness to help
3. vocabulary word choice
4. listening skills understanding
5. language structure grammar
6. pronunciation Enunciation/intonation
7. customer satisfaction customer experience

CONCENTRIX- is global business service division of Synnex. It’s a global company that focuses
on providing outsourced business process service. Concentrix bought IBM’s customer care
business process outsourcing service known as IBM Daksh. Concentrix formed a strategic
partnership with IBM.
BPO- it stands for Business Process Outsourcing which the company transfers its business
function to an external service provider and that is call center.

Outsourcing- contracting with another company to do a particular function- the outside firms
that are providing the outsourcing services are the third party providers or as commonly called,
service providers. For example: Globe network company hires local external service provider
like Company X. A customer calls to Globe with regards to her complaint because of slow
internet connection. The customer will answers by customer service representative from
Company X in behalf of Globe Network Company.

Call Center- is a physical place or office where a call center agent provides quality customer
service through telephone.

2 Kinds of BPO or Call Center

 Inbound- receiving calls
CSR (Customer Service Representative) assist customer in regards to their queries and complaints.
TSR (Technical Service Representative/ Support) assist customer in regards to technical issues and
troubleshooting
 Outbound-making calls/sales

Common questions during interview

1. Tell me about yourself.

This is the common first interview in a BPO, They will be assessed your communication skills
so don’t miss a chance to impress your interviewer.
 Contents will be:
Yourself (educational background, job experience, trainings, achievements, skills and
qualification)
Job description background
Short and long term goals
Ex: “ Hi my name is Mira, I graduated last 2013 in Polytechnic University of the
Philippines. I took up Bachelor of Arts in English major in Mass Communication. I see
myself 5 years from now working in this company as a customer service
representative and looking forward to become a trainer or team leader. I am
fascinating to people who works as a call center agent because for me it is a very
challenging job as you have to deal with different kinds of people from all over the
world. I haven’t been in any BPO company but I have a little background. I submitted
myself into training in Mindbank Training and Skills Corporation. I spent my 144 hours
for free call center training. They taught us about English, grammar, pronunciation,
fluency, American culture, call center job and my typing skills have been improved a
lot. As it requires to speak English in the class, I used to it and I build my confidence in
speaking English language from time to time. For me, BPO companies are perfect place
to work because of the friendly-family environment, good facilities and you offer a lot
 of opportunities. I like the compensation offer. I am a kind of person who always put
my heart in everything I do. Even in my previous job as an office staff, I was happy
serving our clients for 5 months. I am dedicated, flexible, easy to deal with, I’m a well-
disciplined person and professional when in terms to work and schedule.
2. Why did you leave your last job?
 Ex: I wanted a new opportunity where I could learn new things and grow
my career, but also where I could work more directly with people.
 I wanted to find something more challenging wher e I could perfect and
develop new skills.
3. Why do you want to be a call center agent? Your answer will test your eagerness to the
job position.
Ex: find it very cool. For me it is a high profile profession. I find it interesting how
agents manage irate customers over the phone.
4. What are your strengths and weaknesses?
Ex: One of my greatest strengths is my ability to learn fast on the job and teach myself
different skill sets. And while I don’t have much experience in customer service, I think
my ability to learn will help me overcome that obstacle quickly.
5. What’s your idea of a call center?
Ex. It’s the job of call center agents to listen and understand customer concerns while
also providing helpful information. At the end of the day, customer service
representative need to create satisfied customers with every call.
6. What is your idea of quality customer service?
 Answer: My idea of quality customer service is being able to provide customers
with friendly, professional service that not only solves their problems or
answers their questions, but also leaves them feeling satisfied with the service
they received.
 Quality customer service is being able to empathize with a customer and view their
issues as your own. For example, the caller who wanted to refill a prescription online
might not have understood how the online portal worked. If I were in the customer’s
position, I would want the representative to explain the online system so that next
time I could do it myself.
7. How would you handle a call from an angry customer?
Answer: I think the first step is to stay calm and express to the customer that you
understand them. I think it’s also important to remember that it isn’t personal, and
the best way to deal with situation is to provide a solution.
8. What attracts you towards a BPO?
Answer: Benefits
Ex. Comfortable and dynamic workplace, your company provides benefits and
opportunities, it also helps to improve social life.
9. What is your expected salary?
Answer: Do not jump a figure. Pull the ball back in interviewer’s court by asking them,
what does the company offer for the position like this? Or
Ex. Whatever it is expected to offer for this position since I am not after the salary, I
am just after the experience.
 10. What is your weakness?
Answer: Disguise strength as a weakness.
Ex. I am too perfectionist
Turn your weakness into the positive way
Ex. I don’t know how to manage my time so I was always came late at school and I
think the best solution for that is to wake up early so that I can be at work 1 hour
before my time schedule. I can assure you that I have a good time management now.
11. Why should we hire you?
This is the time that you have to sell yourself.
Ex: You should hire me because I undergo in a formal call center training, I am a
degree holder, I don’t have any attitude problem and I am very excited to be part of
this industry so I have to give my 100% commitment and dedication.
12. What can you offer in the company?
Ex: I can offer my dedication towards work and be your productive asset because I
believe that is something that I can give you back for accepting me here and giving
your trust to me.
13. Is customer always right?
Ex. The customer is always right slogan was just made to push employees to give a
highly priority to customer satisfaction but that doesn’t mean customers are always
right, in fact they may not always right but of course they are the reason why
companies are running and generate profits. That is something to consider not to
argue with customers over principle. Even if the customers aren’t right, you need to be
open- minded and listen to what they are saying.

14. What if some other company offers you more than us?
 It will assess your loyalty to the company.
Ex. I want to grow vertically and I really value loyalty so I must stay to this company.

*OUT OF THE BOX QUESTIONS*

Out of the box questions might not sound connected to a job interview. These questions
are using by most interviewers for them to assess applicants who are capable to provide
answers in a quick and creative way. Interviewers create trick questions so that they can
identify the candidates who are prepared and unprepared.

15. TELL ME 10 USES OF PENCIL EXCEPT WRITING AND ERASING

Ex: “When I am feeling lazy I use the eraser to dial numbers on my phone, when I need
to scratch my back, ruler, for stabbing bag of chips when I can’t tear it open, weapon,
decorator in art stuff, it can be tie a long hair, fire wood stick, drum stick or a
bookmark.
 16. HOW WILL YOU CONVINCE A PERSON TO BUY A PEN THAT IS WORTH 2 MILLION?
Ex. I have a cheque here in my hand worth 4 million pesos, If you want to get this
cheque, you need to buy my pen because it is the only pen that allowed in signing the
cheque.

17. HOW WILL YOU CONVINCE A CUSTOMER TO BUY A SECOND HAND TOOTHBRUSH
WORTH 2 MILLION?
Ex: If you buy this second hand toothbrush, you will have chance to pick your price, it’s
either a house and lot worth 3 million pesos or 3 million cash. And another thing, you
can pay it in installment basis.

Selling Key points

 Buy 1 take 1
 Significant value (used by famous person)
 Proceeds goes to charity
 Money back guarantee
 Free shipping and handling delivery
 Installment basis

18. WHY PIZZA PUT IN A SQUARE BOX?

Ex. Because it is easy and cheap for manufacturer to make a square box.

19. WHY THERE’S A WHOLE IN THE DOUGHNUT?

Ex. They made holes in donuts for it to be evenly baked or cooked.
They made holes in donuts to make it more attractive and easy to hold by kids who
loves donut very much.

20. WHY THERE IS A WORD BUTTER IN A BUTTERFLY?

Ex. According to the popular belief, the word butterfly is derived from the expression
butter colored fly when first seen this species.

21. WHY MANHOLES ROUND?

Ex. Because circle doesn’t have edges or corners that could puncture the automobile’s
tire and it’s easier to put back the cover to its hole because you don’t need to align.

22. HOW DO YOU HANDLE STRESS?

Ex. I do exercise every morning, I listen to music, I go out with my friends and I just
looking to my cat and play with him, my stress totally disappear.
I take a deep breath for a second and say short a prayer, then my stress disappear.

23. HOW DO YOU RATE YOUR COMPUTER SKILLS? 1 WOULD BE THE LOWEST AND 10 IS THE
HIGHEST.
 Ex. Since I’ve entered call center training before, they trained us to developed our
typing skills and computer navigations so I am proficient in computer.
24. HOW ARE YOU AS A PERSON?
Ex. It can be a thing that symbolizes you or a word/adjective that represents you or
something your friends and family sees you as a friend or a family member, as a
person.

SITUATIONAL QUESTIONS:

25. HOW WILL YOU MANAGE AN IRATE CUSTOMER?

Ex. One of the things that I learned during my call center training, never argue with
customers. I have to remain calm and patient. I have to apologize even if it’s not my
fault and find a solution to make things right.

26. WHAT WILL YOU DO YOUR CO-WORKER IN THE DIFFERENT DEPARTMENT DOESN’T DO
HER JOB?
Ex. I would talk to my co-worker and try to figure out what’s the problem then I will
try to give her a piece of advice that can help her and motivate her. Even though we
are in the different department still we are working in the same company so if she was
not doing her job well, it will affect the whole company. If she gets mad or don’t want
talk about it, I would discuss it to my supervisor.

27. IF YOU COULD BE #1 EMPLOYEE BUT HAVE ALL YOUR CO-WORKERS DISLIKE YOU OR
YOU COULD BE #15 EMPLOYEE AND HAVE ALL YOUR CO-WORKERS LIKE YOU, WHICH
WOULD YOU CHOOSE?
Ex. You can’t please people to like you so I prefer to be in the middle. It’s really
important to build a strong relationship with your co-workers. If you know how to
respect people and you are fair and deserving, that will make you on top.

28. IF YOU COULD BE A SUPERHERO, WHAT WOULD YOU WANT TO BE AND WHY?
Ex. I would like to be a genie because for me they also a superhero. I want to be a
genie so that I can grant the wishes of people and I want everyone to be happy and
satisfied.

29. IF YOU COULD BE AN ANIMAL, WHAT WOULD YOU WANT TO BE AND WHY?
Ex. Since I love pet, I would choose cat because they are adorable and sweet. Cat also
sleeps most of the time beside me and he also lessen my stress.

30. IF YOU WOULD BE A PRESIDENT, WHAT WILL YOU DO TO HELP THE COUNTRY?
Ex. I will be a good leader and influence for people. I will be a role model for having a
discipline and respect for others. I think those things are missing and I would like to
help my country to be prosperous and unite the people.
*MEANING OF THE COLORS*

BLACK- can be a color of sophistication, elegance or class (such as black evening gowns). Black
is the color of the night, and evil. Black can also represent ideas such as power, mystery, fear,
unhappiness, sadness, anger and sorrow. Black can also represent bad luck or misfortune.

BLUE- is the color of the Virgin Mary, usually indicates femininity, life and purity. Blue can also
symbolizes peace, calmness, stability, security, loyalty, sky and water.

BROWN- represents the ideas of earth, home, endurance, simplicity and comfort.

GOLD- is associated with royalty. It represents the color of the heavens that is why it is used to
decorate statues of the Buddha and religious temple.

GREEN- represents nature, the environment, youth, vigor, jealousy, envy and eternal life.

ORANGE- represents energy, balance and enthusiasm.

PINK- it is normally associated with girls, femininity and sexuality. It symbolizes innocence,
freshness and childishness.

PURPLE- represents royalty, spirituality, mystery, wisdom, enlightenment and sorrow or grief.

RED- symbolizes strong emotions rather than intellectual ideas. It can symbolize excitement,
energy, speed, strength, danger, passion, love, infatuation and aggression. Red also signifies the
color of the sun: a symbol of energy, life and vitality.

SILVER/GRAY- symbolizes intelligence, modesty, maturity, conservative, old age, sadness and
boredom.

WHITE- is the color of angels and gods that reflects sacred and purity. It is the color of the
health profession, as well as cleanliness. White can also represent simplicity, peace, youth,
winter, snow and cold.

YELLOW- can symbolize joy, happiness, optimism, idealism and hazard.

LAST MINUTE REMINDERS FOR YOUR CALL CENTER JOB INTERVIEW
 Talk slow
 Voice level
 Avoid feelers
 Absolutely no tagalog words
 Nervousness
 Do not be late
 Research the company
 Review yourself based on your resume

THINGS THAT YOU SHOULDN’T SAY DURING A JOB INTERVIEW

 My boss is incompetent, a jerk, an idiot or anything else foul words.
 I hate my job
 You look great.
 I’m not aware of any weaknesses when asked to share some shortcomings.
 Can I work from home or how much vacation would I get?
 You’ll regret it if you don’t hire me, I’m the most qualified.
 I don’ have any questions for you.

Practice makes perfect!

GOODLUCK ON YOUR APPLICATION!!!!

****No one is allowed to reprint/distribute this copy without any consent of the owner****

******************RIZALINA ROSALES-TRAINER************************************