How to nail a contact centre interview: Your ultimate guide

When people panic about a product or service, contact centre staff are often among the first to deal with it. It’s no secret that a customer’s interaction with a company directly influences their sense of trust and loyalty – and great contact centre staff can help companies stand out!

These roles offer valuable customer service experience, but they also provide opportunities for career growth and development. Sound like a rewarding career choice? Then we’re here to help you understand what employers are looking for and how you can shine in your next interview.

Before the interview, research the company and the specific role you’re applying for. Understand the core responsibilities, such as handling customer inquiries, resolving complaints and managing customer accounts.

Contact centre roles demand a specific set of skills. Key among them are excellent communication abilities, problem-solving skills, patience and empathy. During the interview, be prepared to discuss examples from your past experiences where you demonstrated these skills. For instance, you could talk about a time when you successfully resolved a customer complaint or efficiently managed a high volume of calls.

Certain questions are almost guaranteed to come up in a contact centre interview. Be ready to answer:

“Can you describe a time when you dealt with a difficult customer?” Use the STAR method (Situation, Task, Action, Result) to structure your answer, ensuring you highlight your problem-solving abilities and emotional resilience.

“How do you handle stress and pressure?” Contact centre work can be demanding. Show that you have strategies to manage stress, such as staying organised, taking breaks or practicing mindfulness.

“Why do you want to work in a contact centre?” Tailor your response to align with the company’s values and your career goals. Emphasise your passion for helping people and your interest in customer service.

Here’s a pocket guide to some other common contact centre interview questions:

Customer service skills:

1. Talk me through your current experience with telephone-based communications.
2. What do you enjoy about customer-facing roles?
3. What is your understanding of good customer service?
4. How do you break the digital barrier to show empathy to a customer online?

Your motivations:

1. Tell me about the best and worst manager you’ve ever had?
2. Do you think you are more motivated by recognition or reward?
3. If you’re missing your targets, what would you do about it?

Teamwork:

1. Tell me about your experiences of working in a team before; what did you enjoy?
2. You have a team target; how do you plan to work towards it?
3. How do you/would you overcome the remote element of a team to build connections with colleagues?
4. How should a team set goals?

Many contact centres use specialised software for managing calls and customer interactions. While you may not know the exact systems they use, showing that you are tech-savvy and can quickly learn new tools will be a plus. Mention any relevant software you have used in the past and that you’re comfortable with technology. But remember, at the end of the day, no matter the tech, it’s the people that customers will remember, so make sure to highlight your people, problem-solving and communication skills.

A positive attitude is crucial in a customer service role. Smile and express enthusiasm about the opportunity. Employers are looking for candidates who will contribute to a positive work environment and handle customer interactions with a friendly demeanour.

When it comes to interviews, we often think of them as a candidate’s chance to impress an employer… but the opposite is also true! Interviews are a two-way thing. They’re also about understanding whether the company and role is a good fit for you.

At the end of the interview, you will likely have the chance to ask questions. Be sure to find out the expectations of the role and any targets. Don’t be afraid to ask questions around the company culture and policies as this will help you understand if the company values align with yours. For example, what is the benefits package like? What is the company’s stance on diversity, equity, inclusion and belonging? What sort of training and career development support does the business offer? Can they give examples of how people have progressed through the business? How about flexible working and remote/hybrid working policies? Maybe wellbeing resources are important to you?

Finally, a great way of finding out what it’s really like to work for an employer is to look at what previous employees have said. Find the company on Glassdoor and take a look at the reviews.

Nailing a contact centre interview is about preparation, understanding the role and showcasing the very best of you – the skills and attitudes that make you an ideal candidate. But it’s also an opportunity for you to find out if the company is right for you by asking the right questions. All this will put you well on your way to impressing your interviewers and landing that job.

If you’re looking for your next contact centre role, Brook Street is here to help. With offices spread throughout the country, we have hundreds of temporary and permanent opportunities available across a range of industries. Our experienced consultants are on hand to match your experience and skill set with suitable roles.

View all our job opportunities and apply for a role today.