5 Questions that only the best CSRs can ace

5 Questions that only the best CSRs can ace

OABPO Blog Team Published on July 31, 2014

5-Questions-that-only-the-best-CSRs-can-ace-inbound-customer-service-solutions

We’ve already established in a previous blog post that call center recruitment is a customer service function. It needs to apply the same customer-centric practices that agents use so that recruiters can attract potential company assets instead of drive job applicants away. This is why outsourcing firms that provide global clients inbound customer service solutions from operations sites in the Philippines devote much thought and energy to their hiring activities.

Of course, every new hire will undergo training and orientation to get immersed into the work culture and become a productive part of the company. None of the trainings, however, would matter if the employees don t possess the innate makings of a good customer service representative (CSR): patient, empathetic, and willing to help.

These traits should be readily in place and not developed only after hiring. And there’s no better opportunity to spot an ideal candidate than through an interview. However, a generic set of questions won’t likely unearth the qualities of a natural CSR; what you need is to twist the queries a bit to squeeze out genuine answers that reflect the traits you’re looking for.

As a follow-up to the blog post mentioned earlier, here is a list of questions that would draw out ideal answers from CSR candidates and ultimately, the recruiter’s nod.

1. “Can you tell me about your hobbies and interests?”

5-Questions-that-only-the-best-CSRs-can-ace_--

While this question seems to be just an ice-breaker, it actually gives you an idea of how passionate the applicant is in extending a hand. Observe how enthusiastic he is when talking about his hobbies and see if his interests involve making others happy. If he’s into collaborative activities like sports, he’ll likely make up a good member of a CSR team.

 

2. “How’s our application and hiring process so far?”

5-Questions-that-only-the-best-CSRs-can-ace_

It may not seem important, and this is probably a question applicants didn t expect to get nor prepare an answer for, which makes for a great measure of their true answering abilities. Plus, if they are able to mention the steps and the names of the people who processed their application, it will show how good they are in retaining detailsโ€”a skill that they’d use every day as a CSR.

 

3. “What are the things you dislike about the brands you love?”

5-Questions-that-only-the-best-CSRs-can-ace--

If they can’t list any flaw of a product they support, how can they find room for improvement when they represent your brand?

 

4. “What would you do when a customer points out a problem with the company you’re representing?”

5-Questions-that-only-the-best-CSRs-can-ace__

Here, the candidate would take either of these two sides: the customer’s (they’ll admit the problem and apologize) or the company’s (they’ll defend the brand’s image). A more advisable thing to do, however, is to first confirm if the issue exists before owning up to it, and then make up for the inconvenience to win back the customer’s loyalty for the brand.

 

5. “Have you gone against a company’s policy just to deliver excellent customer service?”

5-Questions-that-only-the-best-CSRs-can-ace_-

Again, answers to questions like are subjective, so you should use your conscious judgment to tell if the violation is a justified one or if you personally believe that company regulations must be upheld all the time, regardless of surrounding circumstances.

More than the applicant’s impressive answer, it is the recruiter’s skill to identify talent that makes call center hiring successful. Do you have other interview questions in mind? Feel free to drop yours in the comment box and share what answers you were able to get.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO6 hours ago
China is the second-largest consumer market in the world. However, its strict business protocols make it difficult for many foreign brands to establish a local presence in the region. Open Access BPO ๐—ซ๐—ถ๐—ฎ๐—บ๐—ฒ๐—ป enables businesses to penetrate and thrive in the billion-strong Chinese global market.

Open Access BPO's expanding campus in Xiamen offers #CustomerSupport in Chinese dialects including Mandarin, Hokkien, and Cantonese.

๐—ฃ๐—ฒ๐—ป๐—ฒ๐˜๐—ฟ๐—ฎ๐˜๐—ฒ ๐˜๐—ต๐—ฒ ๐—–๐—ต๐—ถ๐—ป๐—ฒ๐˜€๐—ฒ ๐—บ๐—ฎ๐—ฟ๐—ธ๐—ฒ๐˜ ๐—ฎ๐—ป๐—ฑ ๐—ฒ๐—ป๐—ต๐—ฎ๐—ป๐—ฐ๐—ฒ ๐—ฐ๐—น๐—ถ๐—ฒ๐—ป๐˜-๐—ฐ๐—ผ๐—ป๐˜€๐˜‚๐—บ๐—ฒ๐—ฟ ๐—ฟ๐—ฒ๐—น๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€๐—ต๐—ถ๐—ฝ๐˜€: https://buff.ly/3WVldvs

----------
๐—˜๐˜…๐—ฝ๐—น๐—ผ๐—ฟ๐—ฒ ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/3XOmOEt
โ€ข Our Other Locations: https://buff.ly/3XRmtRt

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO9 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needsโ€”from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO7 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO