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© 2014 wheresjenny.com ROLE PLAY STAFF IN CALL CENTERS AND TELEMARKETING FIRMS
© 2014 wheresjenny.com Interviewer: Why do you want to work in a contact center? Interviewee: I am still studying and can not accept a full time work contract. I was looking for a job with flexible working hours and no special experience needed. From all available options, I consider a job in a call center to be the best one in my situation. (or) I was looking for a position on which I can develop my communication and sales skills and ideally work in the office. On the top of that, seeing your reward structure, I understand that if I am good, I will earn quite well in this job. These are the main reasons for my job preferences.
© 2014 wheresjenny.com Interviewer: What do you want to accomplish on this position? Interviewee: I understand that to run a call center is a difficult business model. The competition is huge and everyone tries to get hands on the best campaigns. If I become one of the best operators and help the team to achieve good results, I will be very happy and feel accomplished in this job. I believe I can make it happen. (or) Well, I would love to improve my communication skills, but at the same time, I want to become a good operator. My experience with operators is mostly negative, because they are not enthusiastic and it seems they do not like their job at all. I want to be different and help to improve the overall reputation of the operators.
© 2014 wheresjenny.com Interviewer: What do you believe is a main duty of an operator? Interviewee: An operator is the first point of contact in a company. He connect the caller to the correct person. He helps communication process by making it faster. He need to be very accurate in the passing on the information from the caller to the receiving person or department. And most important ‘do all with a warm smile’.
© 2014 wheresjenny.com Interviewer: This job is very repetitive. What would motivate you to do it well every day? Interviewee: Like in every other employment, one needs to deliver. If I do not do my job well, the results of my phone calls won’t be satisfactory. I understand the phone calls are monitored, so… I need a job, I consider this opportunity as a good one for my current situation and therefore I will do my best to keep it. That is what motivates me, even if the job is repetitive. (or) To be honest, I prefer routine jobs. I do not like to come up with something new every day or to solve some difficult tasks on a daily basis. I like to know what I am supposed to do and take action according to it. After all, the job will be boring, doesn’t matter if I am positive when talking to a client or not. So why to make it even worse? I try to enjoy it as much as I can and do not mind it is repetitive.
© 2014 wheresjenny.com Interviewer How can we ensure that you would not leave our company after one week? Interviewee I know this job is very demanding and it is not easy to be eight hours on a call. However, if I was not ready to do it, I would waste neither yours, nor my time in an interview. If you hire me, I will do my best to have this job as long as possible. (or) Speaking honestly, I need a job to support my studies. My studies are very important for me and I really can not afford to continue without an income. This is one of the few jobs I can do while being at school. So, I really do not plan to leave it soon, if you hire me.
© 2014 wheresjenny.com Interviewer: How would you deal with a client who does not want to talk to you at all? Interviewee: It would not discourage me. I know people receive many phone calls nowadays, and sometimes are just tired of answering it. However, I would try my best to be as positive, enthusiastic and natural on the phone as possible. I would try to assess the mental condition of a client and do my best to start conversation with him, based on my assessment of a situation. I am sure I will be able to make them talk and cooperate, at least in some cases. But for sure, if someone hung up, it would not discourage me. I would simply continue my job, as if nothing had happened. (or) To be honest, if someone does not want to talk, it makes no sense to push it too hard. Such a person is not in a buying mood and to try to start a conversation him would be just a waste of time. I have just eight hours a day to be on the call, so I should invest it wisely, talking to clients that are actually interested to listen to me and in a mood to complete the desired action. Therefore, I would apologize to such a person, wish him a nice day, hang up the phone and move to another call quickly.
© 2014 wheresjenny.com Interviewer: How do you feel about making a cold call? Interviewee: Before I start promoting any offer, I like to test it on my own, or at least learn as much as possible about it. In most of the cases, it’s win-win business, so the customer can benefit from it. Once I convince myself about the added value of my call, it is easier for me to make cold calls. Actually, I have experience with it from the past, so I am sure I can handle it. (or) To be honest, I hate cold calling. It’s the toughest aspect of this job. However, it’s my duty. It’s my task, so I will do it. If I was not ready to make phone calls, I would never apply for this job.
© 2014 wheresjenny.com Interviewer: This is our product (he shows you a product (socks) or reads a description of a service). Tell me why someone should purchase it. Interviewee: These socks have been designed with sports technology especially for the athletes. It regulates your foot temperature and allows air circulation due to its organic fibers and technical design. besides to appeal to youngsters it comes in all vibrant colors of latest trends. So you can have both style and comfort.
© 2014 wheresjenny.com Interviewer: When are you able to start? Interviewee: I am obliged to give 15 days notice to my current company and then I can join here immediately.
© 2014 wheresjenny.com Interviewer: Do you have any questions? Interviewee: Questions You May Wish To Ask The Organization A. Major current projects B. Future developments Work A. What I would be doing B. Typical projects/timescales
© 2014 wheresjenny.com Training A. Training offered/possible B. Help with professional qualifications Colleagues A. Who would I work with? B. Who would be my immediate senior Location A. Where would I be based? B. How about travel/mobility
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