Call Centre Agent – Vervoe Help Center

Call Centre Agent: Interview Guide

Candidate:

Skills assessment score (%):

This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low - Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.

Competency / Skill	Candidate with this will display	Low	Medium	High
Call Centre	Experience in previous call center roles OR customer service Understands the importance of call centre responsibilities on the overall performance of a business Personable, friendly nature that enjoys liaising with a range of people.
	Questions
	What do you think is the biggest challenge of working in a call center. How do you (or would you) overcome this? This role involves you liaising with a range of people from various backgrounds. Can you tell me about your experience in this and how you would build rapport with a range of people? What’s the most important attribute of a call center agent? Can you provide an example of when you demonstrated this?

Comments:

Competency / Skill	Candidate with this will display	Low	Medium	High
Customer Empathy	Demonstrates an understanding of customer’s needs and emotions while ensuring theirs remain neutral Respectful of all customers Takes time to understand customer’s frustrations and finds relevant solutions
	Questions
	Describe a time where you had to put your own feelings aside for the betterment of a customer. Describe a time where you have received feedback from a customer (this could be positive or negative) that has made you better at your job. Tell me about a time where you have had to take ownership of a mistake that was made, either by yourself or someone else, in order to get a positive result for a customer.

Comments:

Competency / Skill	Candidate with this will display	Low	Medium	High
Resilience	Treats each call as a new one with a fresh mind Able to handle difficult calls without impacting the quality of work or personal emotions Demonstrates the ability to deal with setbacks or tough situations Ability to remain calm under pressure Bounces back quickly after failures or setbacks
	Questions
	Tell me about the most difficult customer service experience you have had. How did you overcome it? Tell me about the last time you felt overwhelmed or frustrated at work. How did you work through this? How do you handle setbacks? Please provide an example.

Comments:

Competency / Skill	Candidate with this will display	Low	Medium	High
Communication	Able to clearly communicate through multiple channels, written and verbally Ability to communicate technical terms and terminology in layman's terms Clear, concise communication style
	Questions
	Tell me about a time where you had to explain a complex idea or situation to someone who didn’t have the level of technical knowledge required. Describe a time you have had to communicate sensitive information. How did you deliver this message? How would you build rapport with customers over the phone or through an online chat function? Tell me about a time where you feel you didn’t communicate your best. How did you correct the situation?

Comments:

Competency / Skill	Candidate with this will display	Low	Medium	High
Learning Agility	Quick to pick up new systems, procedures, and ideas Ability to transfer skills learned in one situation to another Demonstrates an ability to learn from mistakes to avoid repeating the same problem Adaptable to changing environments and processes
	Questions
	What would you do if you were sent a task that you didn’t know how to complete? What was the last thing you learned that made your job easier? Where did you learn this and how did you implement it? Tell me about a situation where you had to embrace the change of a new idea, process, technology or system.

Comments:

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