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Entry Level Call Center Agent Resume No Experience (2 Samples)

Welcome to our comprehensive guide on creating an exceptional entry-level call center agent resume, even if you have no prior experience in the field.

We understand that starting your career can be challenging, but don’t worry – we’re here to help you pave your way to success.

In this article, we provide two carefully crafted resume samples tailored specifically for individuals like you who are eager to break into the call center industry.

With our expert tips and insights, you’ll learn how to showcase your transferable skills, highlight your enthusiasm for customer service, and present yourself as a competitive candidate to potential employers.

So, let’s embark on this journey together and create a resume that will set you apart in the competitive job market.

Related : Call Center Agent Cover Letter No Experience

Call Center Agent Resume No Experience Sample 1

Bridget Jones 41 Victory Road  Coventry, RI 70252 (000) 907-5417  bridgejones @ email . com

CALL CENTER AGENT

“ I offer extreme passion and energy. “

OBJECTIVE Self-motivated, enthusiastic, and hardworking call center agent with a solid passion for connecting with people in person and over the telephone. Highly efficient and energetic, eager to provide exceptional services to the callers and customers of ABC Company.

HIGHLIGHTS OF QUALIFICATIONS

• Knowledge of handling inbound telephone calls and providing information to customers.
• Skilled in making outbound calls to provide potential customers about the company’s services and products.
• Adept at following communication scripts when handling customers’ problems and queries.
• Familiar with identifying customers’ needs and wants and providing alternative solutions to their problems.

CORE SKILLS AND KNOWLEDGE • Needs Identification • Upselling • Courtesy Calls • Relationship Building • Order Processing • DND Lists • Records Maintenance • Ticket Generation

EDUCATION High School Diploma Coventry High School, Coventry, RI

VOLUNTEER EXPERIENCE

Volunteer  Mind Bridges, Coventry, RI 5/2023 – 8/2023

• Learned how to make outbound calls to existing and new customers to provide them with information on the company’s products and services.
• Generated leads and provided detailed information about them to call center agents/sales agents to follow up on.
• Compiled lists of existing customers who may be interested in upgrading their products and/or services.
• Assisted call center agents in resolving issues by providing them with insight on resolutions.

LANGUAGES English: Reading, Writing, and Speaking Spanish: Full command of Verbal Spanish

COMPUTER SKILLS

• CRM Software
• MS Word and Excel

“I am enthusiastic to excel in the customer service field”

Superior references available on request

Entry Level Call Center Agent Resume Template 2

[Your Name] [Your Address] [Your Phone Number] [Your Email Address]

OBJECTIVE Hardworking and customer service-focused individual seeking an entry-level position as a Call Center Agent. Eager to utilize excellent communication and problem-solving skills to provide exceptional customer service and contribute to the success of the organization.

EDUCATION Associate’s Degree in Customer Service ABC Technical College, Houston, TX

CORE SKILLS & KNOWLEDGE

• Excellent verbal and written communication skills
• Strong interpersonal and customer service skills
• Ability to effectively handle high-stress situations
• Proficient in using customer management software and CRM systems
• Attention to detail
• Ability to multi-task

INTERNSHIP EXPERIENCE

Call Center Agent Intern ABC Company, Houston, TX Jan 2023 – Sep 2023

• Handled inbound and outbound calls in a professional and courteous manner
• Assisted customers with inquiries, complaints, and problem resolution
• Entered accurate and detailed information into the customer management system
• Collaborated with team members to meet and exceed performance targets

CERTIFICATIONS [List any relevant certifications or training]

REFERENCES Available upon request

How to Write a Great Entry-Level Call Center Agent Resume With No Experience?

Writing an effective entry-level call center agent resume can be challenging when you have no prior experience. However, with the right approach, you can still create a compelling resume that highlights your skills, attributes, and potential. Here are some tips to help you craft a great entry-level call center agent resume with no experience:

Objective Statement : Begin your resume with a strong objective statement that showcases your enthusiasm and highlights your desire to excel in the customer service field. Emphasize your motivation, willingness to learn, and commitment to providing exceptional service.

Skills and Knowledge : Create a dedicated section to highlight your core skills and knowledge. Focus on transferable skills such as effective communication, problem-solving, multitasking, and attention to detail. Mention any relevant coursework or training that demonstrates your understanding of customer service principles.

Education : Include your educational background, starting with your highest level of education. If you have obtained a degree or completed relevant coursework, mention it along with the name of the institution, location, and graduation year. Highlight any relevant coursework or academic projects that demonstrate your proficiency in customer service or related areas.

Internship or Volunteer Experience : Even without prior professional experience, you can showcase your skills through internships, volunteer work, or relevant extracurricular activities. Include any call center agent internships or volunteer positions you have had, focusing on the tasks you performed, such as handling phone calls, assisting customers, and entering data accurately.

Certificates and Training : If you have obtained any certifications or completed relevant training programs, list them in a dedicated section. This can include certifications in customer service, communication skills, or any industry-specific training you have completed.

Computer Skills : Mention any relevant computer skills that are valuable in a call center environment. This can include proficiency in customer relationship management (CRM) software, Microsoft Word, Excel, or any other software commonly used in call center operations.

References : Conclude your resume by stating that references are available upon request. This allows potential employers to know that you can provide references if needed.

Remember to customize your resume for each job application by highlighting the skills and qualifications that align with the specific job requirements. Proofread your resume carefully to ensure there are no spelling or grammar errors. With a well-crafted entry-level call center agent resume, you can make a positive impression on employers and showcase your potential for success in the customer service field.

• Entry Level Call Center Cover Letter No Experience
• Top 10 Call Center Agent Objectives for Resume
• Outbound Call Center Agent Job Description for Resume
• 6 Outbound Call Center Agent Interview Questions and Answers

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7 Call Center Representative Resume Examples for 2024

Call Center

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• Call Center Representative Resumes
• Call Center Resume by Experience
• Call Center Resumes by Role
• Entry-Level
• Senior-Level

You’d think that  crafting resumes  and writing cover letters would get easier as you progress through your career. Unfortunately, that’s not the case. Entry-level and experienced call center representatives alike struggle with  resume making . 

Expanding on limited experience or condensing decades of work to fit one page is not an easy task, so that’s where we come in. 

We’ve taken the time to analyze hundreds of resumes from call center representatives  and used analytic tools to determine what does (and what doesn’t) land applicants interviews in 2024. 

We’ve  generated seven call center representative resume samples to help you land your next call center job using this analysis . 

Call Center Resume

or download as PDF

Why this resume works

• Utilizing numbers strategically on your call center resume will allow you to convey more information in a smaller amount of space instead of describing your experience with words alone.
• Avoid filler words and use numbers as often as possible.
• When do you need a resume summary? They’re helpful in setting you apart from the competition if you boast 10+ years of expertise in your field and have specializations you can showcase.

Call Center Representative Resume

• To avoid instant elimination from the sea of applicants, ensure that your call center representative resume includes relevant skills. Check the job description, look for key skills and talents, and have them on your resume. 
• Resumes are frequently processed by applicant tracking systems (ATS) before they reach hiring managers. Call center resumes at this stage with skills that are not specifically pre-selected by hiring teams will never be seen by people. Instead, they’re automatically rejected. 
• When an employer reads your resume, they should instantly know that you’re extraordinary. Present yourself as confident, capable, and goal-oriented by demonstrating your value and that you understand the job responsibilities. 
• What makes recruiters want to interview you? The numbers!
• Pretend for a moment that you’re an employer charged with bringing on an exceptional new team member. Review your current resume and see what you think.

Entry-Level Call Center Representative Resume

• When you’re looking to make your first break into a career, it can feel impossible to craft a compelling entry-level call center resume. How do you demonstrate your job capabilities when you have limited prior experience, irrelevant experience, or no job experience? 
• The most important thing you can do is demonstrate the key skills and responsibilities highlighted in the job description. 
• If you have some relevant prior experience, make sure it features prominently in your work experience sections and quantify your work in each role. 
• If you have irrelevant job experience, you can still highlight relevant skills and responsibilities. For example, if you’re looking for a job as a call center representative, you can highlight soft skills like “friendly” or “empathetic.” 
• If you do not have any work experience, remember that you can detail school projects (perhaps ones that required great communication or leadership), volunteer experience, or extracurricular activities that required relevant expertise. 
• When do you need a resume objective? They’re more important if you’re looking for a career change. They’re also helpful if you’re a little light on experience and need to fill up space.

Call Center Agent Resume

• Also, remember to weave in your software skills such as Salesforce to give your call center agent resume an edge and put you ahead of the rest.

Call Center Customer Service Representative Resume

• You can borrow a leaf here by composing your piece to highlight big achievements and matching them with realistic numbers.

Call Center Manager Resume

• Increased work responsibilities demonstrate growth and personal development, showing potential employers that you will continue to become more valuable to the company over time and increasing the chances of being contacted for an interview. 
• Though you may value an internship you completed 15 years ago, it’s no longer relevant to your resume. Only include the most recent (and related) jobs you’ve held, and save an anecdotal tidbit about your internship for the interview. 
• When you have years of experience, your managerial resume may become denser. Ensure that hiring managers read the most important expertise on your resume by listing it in reverse-chronological order. When your most recent work experience is listed at the top, we’ve found that employers are twice as likely to request an interview. 

Outbound Call Center Resume

• At a minimum, you should demonstrate your capacity to handle high call volumes, ensure customer satisfaction, and achieve or exceed sales targets. You’ll make yourself an even more compelling job candidate if you highlight how you boosted efficiency for yourself and your co-workers.
• Mentioning command over popular customer service software tells employers that you’ll require less job training and may be able to train other staff members on new software programs. 
• Your resume won’t look the same for every application.
• Try reorganizing, quantifying, and using an active voice throughout your resume. Then check your resume to make sure you get interviews using our  resume checker .

Related resume guides

• Sales associate
• Customer service
• Sales Representative

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sample resume for call center without experience

Craft a standout call center resume without experience. Showcase communication, problem-solving, and customer service skills to impress employers.

Table of Contents

Are you aspiring to land a call center job but lacking prior experience? Crafting a well-crafted resume becomes crucial in such situations. At Resume Forrest , we understand the challenges faced by candidates without previous call center experience. That’s why we specialize in providing top-notch resume services tailored for call center positions. In this article, we will delve into a sample resume for call center without experience and importance of a strong resume and how transferable skills can make a significant impact on your chances of securing a call center job. Get ready to be engaged and explore the key questions that will guide you on your path to success.

significance of transferable skills and a strong presentation.

 Understanding the Call Center Field

In today’s fast-paced business landscape, the call center industry has experienced significant growth and an increasing demand for skilled customer service professionals.

At Resume Forrest , we understand the unique dynamics of this industry and offer specialized services to help candidates excel in their job search.

Call center representatives play a critical role in bridging the gap between businesses and customers, where they handle a wide range of responsibilities, including answering customer inquiries, resolving issues, providing product or service information, and processing orders or requests. These frontline employees serve as the voice and face of the company, making their role invaluable in ensuring customer satisfaction and maintaining a positive brand image.

Employers in the call center field seek candidates who possess a specific set of skills and qualities. Strong communication skills, both verbal and written, are essential for effectively interacting with customers and conveying information clearly and active listening skills enable representatives to understand customer needs and concerns accurately, also Problem-solving abilities are crucial for finding prompt and satisfactory resolutions to customer issues. Additionally, employers value multitasking skills to handle multiple inquiries simultaneously and efficiently manage time.

Resume Forrest is dedicated to helping candidates showcase these sought-after skills and qualities in their resumes. Our expert team understands the intricacies of the call center industry and can tailor resumes to highlight relevant experiences, transferable skills, and achievements. With our personalized approach, you can present yourself as a standout candidate and increase your chances of securing a rewarding call center position, Additionally, we offer a comprehensive a sample resume for call center without experience, demonstrating effective strategies to emphasize transferable skills and strengths.

Identifying Transferable Skills

Transferable skills play a crucial role in compensating for the absence of direct of a sample resume for call center without experience. These skills, acquired through various contexts such as volunteer work, group projects, or customer-facing roles, can be effectively showcased to demonstrate your suitability for a call center position.

read more in details about:

Read More : call center responsibilities for resume

Structuring of a sample resume for call center without experience

Structuring a sample resume for call center without experience can be challenging, but by following a step-by-step guide, you can create a strong and effective sample resume for call center without experience.

1. Contact Information in sample resume for call center without experience:

Include your full name, phone number, professional email address, and LinkedIn profile (if applicable). Make sure your contact information is clear and easy to find at the top of your resume.

2. Objective Statement in sample resume for call center without experience:

Write a concise objective statement highlighting your career goals and expressing your enthusiasm for working in a call center. Since you don’t have prior experience, focus on your motivation, willingness to learn, and transferable skills that make you a suitable candidate for the role.

Example : 

3. Education in sample resume for call center without experience:

List your educational background, starting with the most recent degree or diploma. Include the name of the institution, degree or diploma earned, and graduation year. If you have any relevant coursework or academic projects, mention them to demonstrate your knowledge and skills.

4. Skills in sample resume for call center without experience:

Highlight your relevant skills that align with the requirements of a call center role. These may include:

Tip : Even if you don’t have direct call center experience, think about situations in your past where you demonstrated these skills, such as working in a team, resolving conflicts, or providing assistance to others. Emphasize those experiences as transferable skills.

5. Volunteer or Extracurricular Activities:

Include any volunteer work or extracurricular activities that demonstrate your ability to work with others, communicate effectively, or provide customer service.

For example, if you volunteered at a local charity organization or participated in a student club, highlight the relevant experiences and skills gained.

6. Certifications or Training:

If you’ve completed any relevant certifications or training programs, such as customer service training or courses in communication skills, mention them in this section. These certifications can help validate your abilities and show your commitment to professional development.

Certifications in sample resume for call center without experience:

Customer Service Excellence Certification, ABC Institute (Date)

7. References:

State that references are available upon request. It’s not necessary to include specific names or contact information on your resume for call center without experience. Prepare a separate reference sheet with the names, titles, contact information, and professional relationships of individuals who can vouch for your skills and character.

Writing an Attention-Grabbing Objective Statement

When writing an objective statement for your sample resume for call center without experience, it’s important to showcase your enthusiasm, willingness to learn, and commitment to providing excellent customer service. Here’s a guide to help you create an attention-grabbing objective statement:

1. Start with a Strong Opening:

Begin your objective statement with a strong and engaging opening that immediately captures the reader’s attention. Use powerful words or phrases that convey your passion and motivation for working in a call center.

2. Express Enthusiasm:

Clearly express your enthusiasm for the call center position. Let the reader know that you are excited about the opportunity to work in a customer service role and are eager to contribute to the organization’s success.

3. Emphasize Willingness to Learn:

Highlight your willingness to learn and develop new skills. Mention your openness to training and your eagerness to grow professionally within the call center industry. This demonstrates your commitment to continuous improvement and adaptability.

4. Showcase Commitment to Customer Service:

Demonstrate your commitment to providing excellent customer service. Express your dedication to delivering exceptional experiences to customers and your understanding of the importance of customer satisfaction.

Resume Forrest is a resume builer that specializes in highlighting key skills and qualities for resume for call center without experience. Our team tailors resume to emphasize relevant experiences, transferable skills, and achievements, enhancing your prospects for a rewarding call center position. We provide a sample resume tailored for those without prior call center experience, demonstrating effective strategies to showcase dedication to exceptional customer service and understanding the importance of customer satisfaction

5. Tailor to the Call Center Position:

Customize your objective statement to align with the specific call center position you are applying for. Incorporate relevant keywords from the job description to show that you understand the role and its requirements.

Examples of well-crafted objective statements on a sample resume for call center without experience

Showcasing Transferable Skills and Achievements

When showcasing transferable skills in the Skills section of your call center resume without experience, it’s important to use bullet points and provide concrete examples to demonstrate your abilities. Additionally, including any relevant achievements or accomplishments can further strengthen your resume. Here’s how you can effectively showcase your transferable skills and achievements:

1. Use Bullet Points:

Use bullet points to list your transferable skills clearly and concisely. Each skill should be presented as a separate bullet point for easy readability. Start each bullet point with an action verb to make it more impactful.

2. Provide Concrete Examples:

For each transferable skill, provide concrete examples that demonstrate how you have utilized or developed that skill in a previous role or experience. These examples can come from various contexts such as volunteer work, internships, part-time jobs, or academic projects.

3. Include Relevant Achievements:

Incorporate any relevant achievements or accomplishments that highlight your abilities, particularly those related to customer service, academic performance, or extracurricular activities. This can help demonstrate your dedication, motivation, and ability to excel in a call center role.

4. Focus on Customer Service-Related Awards:

If you have received any awards or recognition for your customer service skills, be sure to include them. These accolades can showcase your ability to deliver exceptional customer experiences and may set you apart from other candidates.

Emphasizing Education and Training on a sample resume for call center without experience

When emphasizing education and training on a sample resume for call center without experience, you can still showcase the relevance of your educational qualifications and highlight coursework, projects, or assignments that demonstrate skills applicable to the call center industry. Here’s how:

1. Presenting Educational Qualifications:

List your educational qualifications in reverse chronological order, by starting with the most recent degree or diploma. Include the name of the institution, degree or diploma earned, and graduation year.

Even if your educational background is not directly related to call center work, it still demonstrates your ability to learn and acquire knowledge.

2. Highlighting Relevant Coursework, Projects, or Assignments:

Under your educational qualifications, create a subsection to highlight relevant coursework, projects, or assignments that demonstrate skills applicable to the call center industry. Focus on courses or projects that emphasize communication, problem-solving, customer service, or any other skills relevant to call center work.

3. Mentioning Customer Service or Call Center Training Programs:

If you have completed any customer service or call center training programs, include them as a separate section in your resume. These programs demonstrate your commitment to developing relevant skills and can help validate your readiness for a call center role.

4. Emphasizing Transferable Skills:

Throughout your resume, highlight transferable skills derived from your educational qualifications. For example, mention skills such as communication, problem-solving, critical thinking, teamwork, and adaptability that you have gained through coursework, projects, or group assignments. Relate these skills to their applicability in a call center environment.

Example of this in a sample resume for call center without experience:

Leveraging Volunteer or Extracurricular Activities

Including volunteer work or extracurricular activities on a sample resume for call center without experience and provide valuable evidence of relevant skills and demonstrate your commitment to personal growth and community involvement.

Here’s how to effectively describe these experiences and tie them to the call center job requirements:

1. Highlight Transferable Skills:

Identify the transferable skills gained from your volunteer work or extracurricular activities that align with the requirements of a call center job. Examples of relevant skills on a sample resume for call center without experience could include teamwork, communication, problem-solving, adaptability, leadership, or customer service.

2. Describe the Experience:

Provide a brief description of your volunteer work or extracurricular activities, emphasizing the specific roles and responsibilities you had. Focus on tasks or projects that allowed you to develop and utilize the transferable skills you identified.

3. Demonstrate Relevance:

Connect your volunteer work or extracurricular activities to the requirements of a call center job. Highlight how the skills you gained in those experiences apply to the call center environment. Draw parallels between the responsibilities you had in your volunteer work or extracurricular activities and the tasks you would perform in a call center role.

4. Provide Concrete Examples:

Support your descriptions with concrete examples that showcase your achievements and the impact of your work. Quantify results or highlight any notable accomplishments. This helps demonstrate your effectiveness and the value you can bring to a call center position.

Example of this on a sample resume for call center without experience:

5. Use Action Verbs:

to provide a sense of impact and accomplishment, where action verbs help create a vivid and engaging description of your experiences.

6. Tailor to Call Center Job Requirements:

Review the job description of the call center position you’re applying for and identify the specific skills and qualities they are seeking. Tailor your descriptions to align with those requirements, emphasizing how your volunteer work or extracurricular activities have prepared you to excel in a call center role.

What are some common metrics or performance indicators that call center employers look for in a resume?

Some common metrics or performance indicators that call center employers look for in a resume include average handling time (AHT), customer satisfaction ratings (CSAT), first-call resolution rate (FCR), call quality scores, and adherence to schedules or quotas. If you have any experience or achievements related to these metrics, be sure to include them in your resume.

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Call Center Resume Examples & The Skills to Include [+Templates]

Updated: September 18, 2024

Published: May 15, 2023

Writing a good call center resume can be the difference between landing your dream job and being rejected. A good resume shows excellent use of structure, inclusion of keywords, skill sets, and more.

You must include the relevant qualifications, skills, and experiences that align with call center job requirements if you want to stand out from other candidates. Customizing your resume for each job you apply to will take you further than using the same resume for every application, even if it’s for the same position.

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What is a call center resume?

Call center resume tips: where to begin, call center resume tips, call center resume examples & templates, call center resume summary, call center resume objectives, call center resume skills, create your resume with confidence.

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A call center resume focuses primarily on your skills, professional background, and qualifications, aligning them with the job requirements. Depending on the job position, such as the seniority level or the size of the organization, you should know the average length of your resume.

Although I recommend customizing your call center resume, there are some details you will include like in any normal resume, such as:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful skills.
• Relevant non-work experience if you're new to the job market.

In the next section, I’ll show you some specific templates you can leverage based on your skill set and the open role.

If you’re creating your resume from scratch, you might get caught up on the resume’s layout and the information will go on it. There are a couple of directions I recommend you take if you’re not sure where to begin.

The first is to try AI tools to get started. There are many free AI tools that have emerged in recent years that can help you brainstorm copy and create your resume. ChatGPT can do a surprisingly good job of tweaking the text on your resume. Another AI tool you could use to make your resume is Rezi , which specializes in resume creation, unlike ChatGPT.

As with any AI tool, you’ll still need to make revisions to make sure there are no typos and that the resume accurately represents you, your voice, and your experience. (Beware: Sometimes ChatGPT can create scenarios and numbers out of thin air!)

What’s more, you’ll want to be sure that any AI-supported call center resumes don’t sound like any of the hundreds of other people who use AI to create theirs.

The other direction I would guide you towards is using a premade template that can take care of the layout for you and give you an idea of what kind of information you should provide. Here are a few templates you can use to get started.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

Featured Resource: Free Resume Templates

1. Outstanding Communication Skills

Effective communication is a critical factor in achieving success in the call center industry.

As a call center representative, you will be required to actively listen to callers, ask thoughtful questions to understand their issues, and communicate solutions effectively.

Additionally, you must be able to think on your feet, go off script, and respond appropriately to customer complaints. Therefore, I highly suggest you highlight your communication skills prominently in your resume.

Employers want to hire someone who doesn’t need constant reassurance on how to respond to a customer and can effortlessly communicate.

How to Improve This Skill

• Learn as much about your company’s customer protocols as possible and keep them handy. That way, you’re not scrambling to figure out what to do next while on the phone.
• Summarize the key points you discussed during your call with the customer to ensure you’re both on the same page and prepare them for the next steps.

Pro tip: Highlight your ability to listen and communicate effectively to solve customer problems based on your past experiences.

2. Learning Proficiency

To excel in a customer service role, you must have a comprehensive understanding of the product you’re supporting.

While it may not be realistic to expect a complete mastery of the subject matter from day one, you’ll need to be proactive in learning and finding answers.

Effective training, coupled with attention to detail and an ability to retain information, can help you quickly develop the knowledge needed to provide exceptional customer support.

By prioritizing ongoing learning, you can position yourself as a valuable asset to your team.

• Take notes during your training. Consider what you need to know to complete each task and break each module into smaller steps.
• Leverage outside sources like video tutorials and online lessons to supplement your knowledge and skills.
• Don’t be afraid to ask questions.

Pro tip: Include any additional certifications or credentials you have pursued as part of your self-development journey to highlight your proficiency in learning.

3. Problem-Solving and Troubleshooting

Customers are going to call with issues. Some of them you’ll know how to fix, and some of them you won’t. For the latter, you’ll need to develop a process for diagnosing their issue and determining how to fix it.

You’ll need knowledge of your organization’s system and the ability to detect issues using the process of elimination.

Effective problem-solving requires logical reasoning, as well as the ability to communicate clearly and empathetically with the customer. By honing these skills, you can become a more effective customer service representative.

• Get familiar with your company’s knowledge base to help you assist customers with their inquiries.
• Roleplay using hypothetical issues a caller may have that aren’t explicitly covered in your training. Work through how you would solve it.

Pro tip: Instead of simply saying that you can problem-solve, provide specific examples of how you have used these skills to solve challenges in your past roles. For instance, you could mention how you documented a standard process and increased customer satisfaction by 25%. If you get an interview, you can then expand on this experience.

4. Close Attention to Detail

When working directly with customers, you need to pay close attention to detail.

Customers will be reaching out with specific problems, questions, and concerns. You must pay attention to the details and ensure you’re offering the correct solution.

Additionally, misspellings and grammatical errors are signs of unprofessionalism and will deter employers from trusting you.

By prioritizing attention to detail in all aspects of your work, you can demonstrate your commitment to providing exceptional customer service.

• Listen to live calls for practice and see if you came up with the same solution your colleague did. If listening to your own calls, find what could be improved. Did you miss an important detail? Did the caller have to repeat themselves?
• Use typing tests to improve your speed, accuracy, and data entry skills.

Pro Tip: A great way to demonstrate your attention to detail is by presenting a well-structured, error-free resume. Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission. I’ve had others catch mistakes on work I reviewed multiple times, so having fresh eyes is always a big help.

5. Strong Organizational Skills

Call center agents are required to keep a record of all customer interactions. Since agents speak with several customers daily, it can get confusing to remember which customer had which problems.

If you keep to-do lists, budget spreadsheets, or other records, add these skills to your resume. Remember, a lot of the skills you use in your personal life can end up becoming valuable soft skills that employers need and value.

• Get comfortable with recording thorough notes in your CRM or ticketing systems. They’ll be in the same place as your customers' records.
• Finish recording all pertinent information about the customer and their inquiry into your tracking system before moving on to the next call. This decreases the chance that you’ll forget details.

Pro tip: Highlight any relevant software or tools you have used to streamline your work processes and enhance your organizational skills.

Customers expect to be heard, appreciated, and valued, especially if they’re having an issue and reaching out for support. As a result, one important aspect of providing customer service in a call center is doing so with empathy.

Treating the customer like another number (or worse) is a surefire way to impact the experience negatively.

• Put yourself in the customer’s shoes. How would you like to be spoken to?
• Start by apologizing for the difficulties they are experiencing and express that you will work to resolve the issue. This lets the customer know that you care.

Susan Preiss from BlueOcean recommends making empathy a part of your recruitment, training, and onboarding processes. She suggests measuring and managing it throughout your quality monitoring programs. She further says, “Reward agents for it when they demonstrate exceptionally strong decision-making skills that result in customer satisfaction success stories.”

Pro tip: Mention any volunteering or social service work you have done to demonstrate empathy. If you’ve ever encountered a situation where you showed empathy during a difficult time, if it makes sense, add it in!

7. Ability to Stay Calm in Emergencies

Something that’s underappreciated in the industry is an employee who can remain level-headed. When working closely with customers, it’s easy to end up in tough situations with unhappy or angry customers. I know I’ve had moments where I’ve had to call up a tech support line in sheer panic because something wasn’t working right, desperate for a solution.

The worst thing a call center agent can do is panic because it will only induce more panic in the customer if they’re already in a state of distress. Proving that you are calm in even the worst of scenarios will be a major boost in employers’ eyes.

• Be confident. Remember that you are the expert, and the customer is looking to you for guidance.
• Allow the customer to vent. Letting an angry caller get their frustration out at the onset of the call allows you to calmly solve their issue and signals to them that you are listening.

Pro tip: Avoid just mentioning “I can stay calm in emergencies” in your resume. Instead, provide a specific example of when you had to work under pressure. Then, describe your actions and the results.

8. Persuasive Selling

A big part of working on the frontlines is directly selling products or services to customers. You will be the voice that customers hear, and what you say matters.

Thus, companies want to hire call center agents who can sway prospects toward making purchases or buying upgrades that serve customers and make their lives better..

To be clear, I’m not talking about sales in a way that means being deceitful, but if you strongly agree that the products or services will improve your customers’ lives, you should be able to relay that confidently.

• Know what products would work for a particular customer’s needs or pain points. Get familiar with what problems your products solve so that you can suggest them to customers who could benefit from them.
• Get comfortable hearing the word “no.” Rejection can be intimidating, but you should just look at sales as another avenue for you to solve problems for the customer.

Pro tip: Present references (letters of recommendation) from former employers emphasizing your persuasion skills.

Whether this is your first time making a call center resume or you’ve made a few, it can become an overwhelming process. I have outlined a few of my top tips you can use when you make your resume.

Match keywords on job descriptions.

It can be tricky to predict what kind of skills or information a call center may require since every company has their own processes and needs, so I recommend looking up call center jobs through LinkedIn , Indeed , or Glassdoor and take note of the job descriptions.

What kind of skills do they require from their candidates?

What does working for this company’s call center look like?

A call center may require you to be skilled in job-specific software like a VoIP program that lets you make calls faster than a traditional phone or a CRM that you can use to pull up customer information.

If you have the skills the job requires, you can put them in your resume, and if you don’t, then that’s something you can work on during your job search and then add to your resume. You can gain an incredible amount of valuable information by simply going through the job description.

Make your resume easy to skim.

One mistake I see a lot of candidates make in their resumes is using walls of text. It’s understandable to want to include as much information about yourself as possible in a resume, but always make it easy for the hiring team to read. Here are a few tips:

• Include headings and subheadings.
• Use, at a maximum, two fonts.
• Make sure your font size is no smaller than 10 pt because you don’t want the hiring team struggling to read your fine print.
• Use specific but concise language to get your point across, without making your resume a long read.

Remember, hiring teams go through hundreds of applications, and you don’t want to be out of the running simply because no one wants to sit through reading a novel of a resume.

Make text reader-friendly.

Earlier I showed you some great visual resume templates like the Creative Resume Template that have the potential to wow the hiring team.

There’s a caveat. When creating graphic-heavy resumes, consider using them in conjunction with a more traditional text-based resume.

A graphic resume is better suited to hand in person or include as an attachment in an application because a large number of companies use automated resume screeners before the resume ever makes it in front of a real person.

Save in the correct format.

Once you’re done with your call center resume, you’ll want to make sure you save it in the right format. Depending on the call center hiring team’s portal, you might be able to submit a .doc file or even a .jpg, but for the most part, you’ll end up saving your resume in a .pdf format.

The great thing about a .pdf file is that the text can easily be detected by text-reading software and is typically a small file size, which is great if you have to send your resume over by email. What’s more, it protects any of your formatting (compared with a .doc file).

There is some controversy around the use of AI in a professional setting because of the argument that it’s being done for you rather than by you. However, I think AI is a great direction when you’re in the starting phase of your resume creation.

I want you to consider AI as an additional tool in your belt rather than a lazy shortcut. Even when you use AI, you still have to do the work to tailor the resume to your skills and experience.

Here are a couple of ways AI can be a great asset when making your call center resume:

Use an AI resume builder like Rezi .

Earlier, I showed you a resume that was built with Rezi . The team at Rezi studied application trackers and how they interacted with candidate resumes to deliver a platform that helps people start on the right foot.

Use AI-driven proofreading platforms.

I like Grammarly and Hemmingway to make sure your spelling, grammar, and tone are error-free. These tools can come in handy during the creation of your call center resume, and afterwards to make sure everything is as it should be. You don’t want to lose a job opportunity over any mistakes that could take seconds to fix.

Now that you’ve got a game plan, it’s time to put in the work. Crafting a strong resume highlighting your relevant skills and experience can help you stand out from the competition and increase your chances of landing your desired position.

Consider using the templates and examples above as a starting point, or create a unique resume that reflects your personal experience. I’ve shared examples of complete resumes and the sections and keywords you want to include. Remember, if you aren’t sure exactly what should go in the skills section of your resume, I recommend you look up the job description for each job and tailor your resume appropriately. It really does make a difference to an employer since they see you cared enough to do your research.

As I mentioned earlier, using AI as a tool can greatly assist in starting off your resume or in the final stages of proofreading. Whichever direction you choose to go in, it never hurts to have an additional tool in your resume-building belt.

Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.

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Call Center Resume & Guide

When you are on the hunt for a new Call Center Representative position, it is essential to check out clear and professional example resumes first.

With hundreds of other Call Center Representatives looking for a new job every day, you want to make sure your resume stands out by being both informative and intriguing. Have a look at our 2020 Call Center Resume & sample guide.

What you can read in this article

Call Center Resume Examples

Or download these resume examples in PDF at the bottom of this page for free

The Call Center Resume Writing Guide

What to highlight.

No matter how long you have been working as a Call Center Representative, there are some key things that every employer wants to see on your resume.

Since a Call Center Representative’s job is very metrics-driven, potential employers want to know what your average call times are, how many calls you took per day, and what your first call resolution rates were. They also want to know what level of the call center you are comfortable working on, for example, if you were the first person a customer would talk to (L1) or if you received escalated or complex calls (L2 / L3).

Next, an employer wants to see what type of environment you were in, including the number of people in the call center and the industry. There is a big difference between working alongside five coworkers versus working alongside 500 other representatives.

Lastly, an employer wants to know what kind of issues you were dealing with on your calls. Did customers call you to discuss billing issues? Or did they call to inquire about new products or services? Be as concise as you can and explain all of the types of calls you are familiar with fielding.

Resume Sections

1. Contact Information : Name, Address, Email, Phone Number, Nationality

2. Profile : 1 – 3 sentences giving a broad overview of your profession, years of experience in the industry, and specific areas of specialty (ex. Billing, Products & Services, Technical Troubleshooting)

3. Employment History : Showcase your employment history and include a list of your daily responsibilities. If you are new to being a Call Center Representative, you can add other employment (ex. Server, Sales, etc.) to show you have work experience. If you have been in the industry for a while, only include your Call Center Representative experience.

4. Education/ Certifications/ Coursework/ Training : It is not necessary to have more than a high school diploma to be a Call Center Representative. If you have a degree, list it here. You can also add any special training or certifications that you have received.

5. Key Skills : List of key skills that you possess. These should reflect the key skills that are listed as required in the job postings you are applying for.

6. Languages : This is very important for Call Center Representatives. List all languages you can speak, including your level of proficiency.

Call Center Representative Job Description & Responsibilities

No matter how long you have been a Call Center Representative, try incorporating these responsibilities under your employment history:

• Answering inbound calls in a friendly and courteous manner
• Using the appropriate dialing systems to make outbound customer/ client calls
• Discussing billing or technical issues with a customer, researching the issues, and providing the appropriate solutions
• Informing customers about additional products and services
• Following the conversational script
• Escalating customer calls to supervisors when needed
• Improving customer retention through specialized programs and services
• Utilizing proprietary software systems to complete service orders and requests
• Answering customer questions regarding services, products, billing, claims, and equipment

Quantifying Your Resume

Employers love numbers because it makes your experience feel more tangible. When writing your resume, if you can answer the questions, “ How much ?” or “ How many ?”, you should include that number. For instance:

• How many calls did you field per shift?
• What was your average call time?
• What was your first call resolution rate ?

The Importance of Soft Skills

When it comes to Customer Service Representatives, soft skills are of the utmost importance. You are, in essence, the face and voice of a company, so employers want to know that you will give their customers a professional and pleasant experience. To show employers that you have the soft skills they are looking for, try to incorporate these into your profile, key skills, and cover letter sections:

• Written & Verbal Communication
• Professional
• Approachable
• Process-Oriented

Keywords for your Resume

Never make your employment history sound like a massive list of tasks. Instead, help potential employers envision you performing the job by using these Call Center Representative-specific action verbs:

Related Cover Letters

We picked for you a wonderful Locksmith Cover letter to use or to get inspired!

Call Center Resume Downloads in PDF

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Call Center Agent Resume Example

Hello? Hi, yes, this is the guide to help you write the perfect resume as a call center agent. Need help writing your resume? Well, you've come to the right place!

Our resumes have been proven to work.

Beautiful resume templates to land your dream job

A call center agent , also known as a customer service representative or operator, is someone who is responsible for handling incoming and outgoing customer calls for a business and assisting customers through the phone. According to the U.S. Bureau of Labor Statistics , concierge careers are at a 0.5% growth rate . Additionally, in the U.S., there are currently 2,833,250 employment opportunities. Regardless of where you are, call center agents work worldwide and in a variety of industries. Here are the top 5 states with the most call center agent career opportunities:

Now, if you're looking to update your call center agent resume or land that dream customer service representative job, you've come to the right place. In this article, we are going to go over 7 steps that will help you perfect your call center agent resume. Here are the steps we will be covering:

• Formatting your resume
• Writing a resume summary
• Describing your work experience
• Listing your key skills
• Adding your education
• Including languages
• Include your taken courses

1. Format your call center agent resume like a professional

A hiring manager is not going to hire you if your resume is sloppy and poorly formatted. As a call center agent, it's oftentimes in the details to assure guest satisfaction. When it comes to your resume, it should be all in the details , too. Speaking of details, here are some details you should always include in your resume:

• Contact information
• Work experience

Tip: Feel free to include other details, like languages and courses to your resume, too.

When it comes to formatting your resume, there are three ways you can do so:

• Reverse-chronological , which emphasizes your previous work experience
• Functional , which highlights your key skills
• Hybrid , which combines the previous formats

As a call center agent, selecting the hybrid format would be to your best advantage as you can showcase to hiring managers that you are both skilled in customer service and have the experience to back it up.

Tip: If you're just beginning to be a call center agent, consider using the functional format to highlight your key skills since you don't have much work experience.

Take a look at our guide on how to format your resume if you want to learn more.

2. Impress hiring managers with a resume summary

A resume summary is a 1-2 sentence blurb that summarizes everything your resume consists of. It's a quick and easy way to show hiring managers that you appreciate their time, which can help your resume stand out from the pile since not everyone writes one. You can also think of it as your elevator pitch . Here are some elements you should always include in your resume summary:

• Years of experience
• Achievements
• Some personal characters

Tip: Sometimes, it's easier to write your resume summary after you have already written your resume. That way, it's easier to pick and choose what characteristics to include.

If you're still stuck on how to write your resume summary, here's a good and simple example :

Friendly call center agent with 5+ years experience using expert problem solving and communication to provide customer service to callers in a variety of industries. Skilled in discussing product knowledge in an effective and efficient way.

‍ Tip: Always run your resume, especially your resume summary, through a spellcheck . You wouldn't want to miss your opportunity of getting hired.

Want to write the perfect resume summary? Our guide on writing resume summaries has tons of examples.

3. Describe your work experience

Being a call center agent is not an easy feat. You have to accommodate and help a lot of different kinds of people, and sometimes, that can get difficult, especially when people are hanging up on you. Therefore, showing hiring managers that you already have previous experience in the field may help you to get hired sooner. When listing your work experience, it's important to highlight the specifics you did on the job, and do so using good verbs . Your work experience should include the following:

• Company name
• Years worked
• Job description

Here are some examples of job descriptions you may be able to include in your call center agent resume:

• Talked to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintained and updated customer information as necessary
• Calmly attempted to resolve and de-escalate any issues
• Escalated calls to supervisor when necessary and appropriate
• Responded to requests for assistance and/or possible processing of credit card authorizations
• Tracked call-related information for auditing and reporting purposes
• Provided feedback reports on call issues related to downtime and/or training issues
• Upsold to customers as necessary
• Handled customer inquiries and complaints
• Provided information about the products and services
• Troubleshot and resolved product issues and concerns
• Documented and updated customer records based on interactions
• Developed and maintained a knowledge base of the evolving products and services

Tip: If you're not sure how to list your achievements in the job, write them under the job description bullet points and write them like this, 20% above average success rate and 91% customer satisfaction.

Want more tips and tricks on how to write your work experience description? Check out our guide on describing your work experience .

4. List your key skills

Letting your key skills shine may be what lands you the job as a call center agent because listing impressive and relevant skills gives hiring managers more reasons to hire you. Here are some examples of key skills you can include in your resume as a call center agent:

• Customer Service
• Communication
• Product Knowledge

Tip: Customer service and communication are the most important key skills you can have for this job.

Having trouble identifying your skills? We have a guide with 100+ key skills you can include in your resume.

5. Add your education

To become a call center agent, you don't need a bachelor's or master's degree, but at least a high school diploma or equivalent is preferred.

Tip: It's almost always a good idea to include your education on your resume, even if you think it is so important for the job you are creating a resume for.

Be sure to mention the following when listing your education:

• School name and location
• Years in school

Here's what adding your education to your resume can look like: Riverview High School

Sarasota, FL

2008 — 2012

High School Diploma

GPA: 3.5/4.0

Don't know if to put your GPA on your resume? Take a look at our guide on adding your GPA to your resume , which includes tips and examples.

6. Include your known languages on your resume

Working in customer service, you're sure to come across a lot of different kinds of people who might feel more comfortable speaking to you in their mother tongue. Therefore, including your known languages on your resume may just be what separates you from other candidates and lands you the job. Here are some languages you can include on your resume if you know them:

Tip: Next to the languages you know on your resume, add if you're fluent, intermediate or a beginner in the language to show hiring managers just how well you know the specific language.

Need more help writing the perfect resume ? We have a guide that can help you do just that.

7. Include your taken courses

As a call center agent, there are classes you can take that can help you deal with difficult customers and overall improve your communication and customer service skills. If you've taken these courses , while not required to include in your resume, it's a good idea to include them. This is because it shows hiring managers that you are dedicated to the job and this makes you a better candidate . Here are two classes that you can take as a call center agent and include on your resume:

• Managing Difficult Customers (ICMI Course)
• Blending Sales & Service (ICMI Course)

Key Takeaways

Now that we've helped you perfect your resume, it is time for you to help customers. Here's a summary of everything we've covered:

• Include your taken course

Best of luck!

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How To Pass Call Center Interview (With Sample Questions and Answers)

The country’s BPO (Business Process Outsourcing) industry is continuously growing and shows no signs of stopping anytime soon. Thousands of Filipinos are working as call center agents since the job usually comes with benefits and offers a high starting rate than most jobs in the Philippines.

Are you one of the Filipinos who aspire to work as a call center agent? Read this guide to prepare better and eventually pass any call center interview. 

Note : This article was created in collaboration with Sheina Mendez, the vlogger behind the popular YouTube channel, Kwestyon , which aims “to help call center applicants ace their job interview, improve their call handling skills, and survive their call center life.”

Related: How to Become a Call Center Agent in the Philippines: An Ultimate Guide

Table of Contents

How to prepare for a call center interview: 5 tips, 1. dress well.

Make sure that you look presentable when you show up for the interview. Follow the required dress code and ensure you pick professional clothes that fit you well and feel comfortable.

Moreover, please refrain from wearing strong perfume as some interviewers might find it repulsive.

2. Mind Your Behavior and Body Language

Always be on your best behavior during interviews. Try not to make it obvious if you’re feeling nervous or uncomfortable. Practice having the correct posture when walking, sitting, or standing because it can help you build confidence.

Train yourself not to be too conscious about your answers. You must not be tense so that your answers will naturally flow. Remember to maintain eye contact during the interview and keep a smile on your face.

You should look confident, composed, and at the same time, approachable during the interview.

3. Polish Your Grammar and Pronunciation

Read articles and books to help you determine the correct uses of verbs, tenses, and more. You can also learn how to pronounce words correctly through Youtube tutorials and online dictionaries.

Once you’re ready, there are various quizzes and exams that you can take to reinforce everything that you’ve learned. 

Furthermore, reduce stuttering when speaking. Try speaking slowly so you can pronounce the words correctly. You may record yourself when practicing speaking and look for words or phrases you have trouble pronouncing.

If you want to improve your pronunciation and avoid some common mistakes (e.g., the word “of” must sound like it has a “v”), watch the video below:

Aside from the pronunciation of words, the intonation or “tone” of how we say them also matters. For this reason, it’s important that you master the proper intonation for expressing different types of sentences. For example, if you’re asking a question, it must be clear that your tone is rising. 

Please refer to the video below for more tips on improving your intonation.

4. Learn How To Perform Well Under Stress

Handling angry customers is certainly not a walk in the park. However, if you work on maintaining composure and staying alert even under stress, you’re the perfect person for the job.

5. Study About the Company and Job You’re Applying For

Before the interview, research as much as you can about the company you’ve applied to. Learn more about its history, important milestones, what it’s like working for them, and what they’re known for. Note that the company’s website and job posting will give you valuable information, so don’t forget to check them out 1 .

Sample Call Center Interview Questions and Answers

1. tell me something about yourself.

The answer to this question is a good indicator of an applicant’s potential.

When answering it, be yourself so your personality will shine through. Time’s precious in an interview, so make sure not to waste any by telling the interviewer things already included in the resume .  Delivering your response to this question within 60 to 90 seconds is advisable.

Sample answer : “I’m a person with varied interests. When I’m not doing anything, I like to paint nature and animals. I also have great cooking skills, which I’ve learned from my mom. I love reading books and watching movies because I feel transported to a different world with each book and movie.”

Related: Resume Samples for Call Center Agent in the Philippines

If you have prior working experience that you think is related to being a Customer Service Representative, you may include it in your introduction. Briefly mention what you did in your previous work, especially how you interacted with the customers.

2. What do you know about a call center?

This question is asked during interviews to check if the applicant has a correct or at least a realistic idea of how a call center works. It must be noted that questions like this one are usually asked if the applicant has no call center experience yet.

Sample answer : “I know that a call center is where people ask for support when facing issues and problems with a product or service. It’s where representatives help customers to the best of their ability to find answers to their questions and fix issues they’ve encountered while using the product or service. It’s also a place where people work on flexible schedules and different job functions.”

3. Why do you want to work as a call center agent?

It’s another question only if applicants have zero call center work experience.

Being honest and sincere is important when answering this question. So, if your reason is to earn higher for yourself or your family, it’s totally fine to say it 2 . However, don’t focus too much on money; instead, you can steer the conversation by stating that you also aspire to build a career in the BPO industry. 

You shouldn’t also say that you want to work there to improve your English language skills. Call center agents should already be skilled and well-spoken in the first place.

Instead, discuss your skills, experiences, and what you can offer.

Sample answer : “ I believe that working as a Customer Service Representative allows me to earn enough to sustain my family’s daily needs and my brother’s education. Furthermore, this job can also give me opportunities to build my career and have a better future. “

4. Tell me about your strengths and weaknesses

Companies want to hear what you can bring to the team and what might negatively affect your work. Enumerate all your strengths that will be useful in a call center company. You can be honest about your weaknesses but avoid oversharing lest you leave a negative first impression.  Meanwhile, please do not say you have no weaknesses, as it sounds lame and insincere. 

Sample answer : “I’m very skilled in using Microsoft Office. I can handle upset customers well since I have a calm and soothing voice. One weakness that I can think of is being a perfectionist.”

5. Why are you qualified to work in a call center?

The previous questions should inspire your answer to this question. As much as possible, enumerate all the things that you can offer to the company.

Sample answer : “ I have all the necessary English language skills of a call center agent, like pronunciation, grammar, and creativity. I’ve also done many volunteer work through the years, greatly honing my communication skills. “

6. What do you know about our company?

Have the edge over other applicants by knowing more about the company you’ll be applying for. Do your research and ask about all the essential things you should know about the company. This way, you can show the recruiter that you’re eager to work and render your services to the company. 

Sample answer : “From what I’ve read, this company is concerned about its employees’ welfare. The benefits and huge career growth opportunities drew me to this company. A great workplace knows how to take care of its people.”

7. What achievement/s in your life are you most proud of?

When answering this question, think about the day you felt the happiest and most fulfilled.

It doesn’t have to be about status, grades, or recognition. Share with the employer/recruiter a memorable feat you achieved through sheer hard work and a great work ethic. Be honest because you’ll sound more enthusiastic and inspiring if you’re being sincere.

Sample answer : “My most cherished achievement is when I emerged as one of the passers with the highest scores in the civil service exam . I didn’t have much time to prepare, so achieving that impossible will always be memorable.”

8. What are your main goals in life?

Do a quick rundown of your short-term goals and briefly discuss your long-term plans. Show that you’re someone with ambition and how that drive to succeed will translate to great performance on the work floor. Provide as many details as possible without making your answer longer than necessary.

Sample answer : “My short-term goal is to be a part of this wonderful company for as long as possible. A couple of years after achieving financial stability, I’m thinking of opening my bar. Some of my long-term plans include getting promoted several times and eventually becoming a supervisor.”

9. How do you see yourself five years from now?

Answering this question is tricky and might even make or break your destiny as a potential company employee. However, you can answer honestly so you and the company will be on the same page regarding objectives and goals.

It’s highly recommended that you stay in the company for the next five years, as most BPO firms prefer applicants willing to devote more years with them rather than those who’ll be quitting soon.

Learn more about how to answer this question through the video below.

Sample answer : “I see myself still working in this company but in a higher position.”

10. How do you describe quality customer service?

The reason behind this question is straightforward: employers want to know if your idea of customer service aligns with theirs. Even if you didn’t work in a call center before, it’s not an excuse since the principles of quality customer service are universal and span different industries. 

Sample answer : “Quality customer service involves an agent who goes out of his way to provide what the customer needs or wants. He ensures that customers who need help will be taken care of as soon as possible and to the best of his ability.”

11. What are the ideal skills of a call center agent?

You’re being tested if you know what it takes to be a call center agent. Be honest and include everything you can think of.

Sample answer : “A good call center agent is a quick thinker, adept at technical knowledge, internet-savvy, and a great problem solver.”

12. Why did you leave your previous workplace?

As much as possible, be honest and state only the facts without bad-mouthing your former company. Tell them you were looking for other opportunities for growth and success when you left your previous workplace.

Sample answer : “I want to start something new that can help me develop my skills and grow as a professional. I always want to challenge myself and never stop improving my skills and developing new ones.”

13. Why is teamwork essential in the call center industry?

Teamwork plays a pivotal role in succeeding in the call center, and the interviewer wants to know if you’re aware of it. Answer honestly since there are no right or wrong answers.

Sample answer: “Teamwork is essential in the call center industry since each team usually has to meet a performance level or quota daily. Working together will help all the team members reach their goals .”

14. How do you handle stress?

The call center industry is not for the faint of heart. You’ll be receiving complicated issues and angry callers from time to time. Of course, the company wants to know if you can handle that and still provide your services.

Sample answer : “I try to stay as calm as possible and do breathing exercises if the stress is getting too much. I always do my best to remain calm and never let stress get the best of me.”

15. How will you handle an upset customer?

Inform the interviewer about things you would and wouldn’t do to improve the situation while still providing a wonderful service to the customer.

Sample answer : “First, I’d stay calm despite the situation and empathize with the customer, letting her know that I’m here to help with whatever’s causing the problems. We’ll come up with a solution together.”

16. Give me one good reason why I shouldn’t hire you.

The interviewer is testing your creativity skills and how fast you can think. There are no right or wrong answers, so say what comes first to your mind, as long as it’s appropriate and does not make you appear haughty and proud.

Sample answer : “If you’re not looking for a trainable person who can easily adapt to a new working environment, then you should not hire me.”

17. How long do you plan to stay in our company?

Most BPO companies prefer their employees to stay in them for a long time. So ensure your answer will assure them that you’ll not leave them soon.  Never mention transferring to another company or switching careers after several years. 

Sample answer : “As long as your company needs my service and I can provide them, I will stay in your company. “

18. Do you have any questions for us?

Interviews often end with this question, so provide an impressive response. Provide an answer to this question otherwise, the interviewer might think you’re not interested in the job.

Refrain from asking about the interviewer’s personal information or the company’s salary and benefits. Make your question short and simple so the interviewer can easily respond.

The video below gives you an idea of how to answer this question.

Sample answer : “How does your company assess employees’ performance?”

Looking for more tips on how to ace common call center interview questions? Watch the insightful video below from Kwestyon .

Out-of-the-box questions

1. how would you describe the color red to a blind person.

Questions like this are usually asked during the interview to test the English-speaking skills of the applicant. The key is to be creative when describing a particular color and use expressive words. It’s okay to keep your answer short but meaningful.

Sample answer : “Red is an intense color that can signify a wide range of feelings, including love, passion, and hatred.”

The video below offers an interesting take on this question. Note how the interviewee uses other functioning senses to describe the color red to a blind person.

2. Why is the pizza round?

It’s another unusual question to test how skilled you are in speaking English. There’s no right or wrong answer. Try to think of the most creative way to answer the question while demonstrating that you have excellent grammar.

Sample answer : “Pizzas are round, so it’ll be easier for the customers to carry and divide into separate pieces.”

3. Why are pizza boxes square?

The key is to answer this question in the wittiest way while ensuring that your grammar and pronunciation are correct. Again, there are no right or wrong answers, so you have to show that you have a good command of the English language.

Sample answer : “Pizza boxes are square so that pizzas can fit better in the boxes. It will get too cramped if pizza boxes are square.”

4. What’s your most fantastic fantasy?

This question might be difficult since you must think long and hard for the answer. However, it’s a great way to prove that you have a vast vocabulary. The answer should be as creative and descriptive as possible.

Sample answer : “My greatest fantasy is to have superpowers that can take me to places I’ve never been to before. I’m talking about teleportation, and I think I’ll have the time of my life if I can have that superpower for a day. I can go from chilling at a stunning beach in Indonesia to marveling at the beautiful glaciers in Iceland in just a matter of seconds. The possibilities are endless, and I’d make the most out of my teleportation ability if I ever get one.”

Tips and Warnings

• Always be honest but not to the point of oversharing, which can spread negativity during the interview.
• Be confident when talking so you’ll sound more convincing. 
• Don’t badmouth anyone, including your former boss, colleagues, or even yourself.
• Stick to what the interviewer asks you. Provide a straightforward response if he/she only asks about specific information (e.g., full name, birthday, education, working experience, etc.). Note that some interviewers challenge the applicant’s listening comprehension, so refrain from digressing. 
• If you have zero call center experience, make sure to give the interviewer the impression that you’re willing to learn. Do this by emphasizing that you’re a fast learner and have a good work ethic.  
• Be honest if you cannot understand what the interviewer is saying (e.g., technical words, jargon, etc.). Don’t hesitate to clarify the question so that you can provide an excellent response to it. 
• Limit your hand gestures and keep your hands in one place. Excessive hand movements give the impression that you’re having difficulty explaining yourself and sometimes distract the interviewer.
• Your answers don’t necessarily have to be lengthy. It’s okay to provide short answers as long as you can perfectly convey your point. Remember KISS (keep it short, stupid!). 

READ: How to Be a Call Center Agent in the Philippines: 7 Steps

• Indeed. (2021).  Call Center Interview: Best Tips, Questions & Answers  [Video]. Retrieved from https://www.youtube.com/watch?v=WG2kd6pNrmY
• Kwestyon. (2020).  Why Do You Want to Work in a Call Center? How to Answer  [Video]. Retrieved from https://youtu.be/45VicNg0aQI

Written by Anna Pamela Capistrano

in Career and Education , Juander How

Anna Pamela Capistrano

Anna Pamela R. Capistrano is an experienced content writer who is currently pursuing a bachelor’s degree in multimedia studies at the University of the Philippines – Open University. She has been working as a freelance writer for over 6 years and has created a wide range of content for various websites. Aside from writing, she also loves cooking, baking, dancing, and watching K-dramas. As an Aquarius woman, she’s passionate about making the world a better place one step at a time.

Browse all articles written by Anna Pamela Capistrano

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