The Basics in Writing your Curriculum Vitae (CV) or Resume

Think of your CV as a sales document - you are selling yourself to potential employers and, as such, it should be a professional and concise representation of you and your employment history. Don’t rush this document, this should be polished, detailed but not to the point that you are writing your life’s history. Don't be tempted to write a novel! If you have a long professional experience, up to four pages is generally acceptable, while anything longer will likely see your CV consigned to the reject pile. I suggest outlining the positions that’s actually suited or related to the Job that you’re applying for. In other cases, it may warrant the inclusion of a single line with the period worked, name of company and position held. Even if we have to decide which to include or exclude on our Resume, we still have to follow a certain professional requirement in writing one.

Your CV/Resume should include the following basic information:

Your personal details (name, address, telephone number, email address) are the obvious starting point as you need your prospective employer to be able to contact you easily with regards to your job application.

Professional qualifications (if any) and be honest. Don’t oversell yourself to the point of telling a lie! While many employers look to professional qualifications as a filter in the event that they get a lot of applicants, a strong CV with good professional experience should hold on its own if you have been in a "learn on the job" role.

Career history, write this starting with your most recent job working backwards, I suggest to be honest and write down only the jobs that you were employed in. Don’t exaggerate the Job descriptions as well - answering phones for your boss on a secretarial position does not qualify as a “Call Center Experience”. Believe it or not, I’m actually seeing this on some CVs.

Your achievements in each role should also be highlighted, be concise about it and make sure you only highlight that which deserves to be. Don’t go outlining everything to the point of bragging. Those you highlighted should also show your characteristics that are relevant to the post that you are applying for.

Write down your educational background as well from your most recent working backwards. If you don’t have any employment history yet, write down your academic achievements, seminars that you deem fit for the job as well as on the Job Trainings that’s related to the industry that you are applying for.

Write at least two references and their contact details. Make sure to advise them that someone might call to inquire about you. The best references would be your previous supervisor or college professor and a colleague or someone you know who is already employed at the company that you are applying for. I suggest a combination of both so that the employer can gauge your professional and personal characteristics based on your reference.

The format of your CV should be very clear and easy to read, with a simple font like Ariel or Times New Roman, using 11 or 12 point size and one and half line spacing. Highlight the names of your employers, the position you held and the years spent working there.

Your CV is part of the first impression you make with an interviewer and it is a key to the questions that they would be asking. It would be worth it if you put a lot of effort in crafting an outstanding CV to give yourself the advantage in moving forward on a job application. While writing your CV down, start to formulate the questions that might be asked by the interviewer based on the information that you provided. In this way, you won’t be caught off guard once the questions pop out. Happy hunting and remember, don’t give up on your Job hunt. Those who strive are rewarded.

Tips on How to Improve your English Communication Skills

Although we don’t need to delve deep into grammar for you to be able to communicate with a native speaker, you still need to learn and familiarize yourself with the basics for you to speak clearly and become an effective Call Center Agent. The familiarization of the English grammar and the discovery of new English words will help you to get a stronger grasp of the language and in turn help your career by shaping your personality – remember that if you can convey your thoughts clearly, the easier it is to talk to you. Though you do not need to be a conservative grammarian, the basics will help you build a foundation for your communication skills. Once you’re used to it, you should be able to determine what’s right and wrong in a sentence just by listening to it.

Here are a few ways to improve your English Proficiency:

Go back to the Basics and Simplify Your Thoughts 

Filipinos have been privileged to have been exposed to the English language since the day they first started school, for some, it even started since the day they were born. English movies, Television Series, Literature and Articles are so accessible that students tend to take their English lessons for granted. I’m not telling you to go back to school again, what I’m suggesting is for you to remember the basic grammar rules that were taught to you in your grade school and high school. It’s a sad fact that even though we have English subjects every school year, we still fail at mastering the art of communication in the English language. It’s not because we don’t understand it, it’s because we have a hard time simplifying our thoughts for our mouth to utter the words.

The key is to use simple words, construct simple sentences and re-learn your basic grammar rules to make sure that they are correct. You may Click here for some tips on the grammar rules. A good practice would be to learn Phrases – Click Here for sample phrases and familiarize how the sentence was constructed with the proper grammar rule. A more enjoyable practice would be watching English movies with subtitles and imitate the dialogue on the movie. You can also imitate the pace, the pitch and the intonation of your favorite Celebrity. Make sure to take note of how fast they are speaking when talking with each other on the Movie, this is the pace that you want for someone to understand you. What are you waiting for? Go watch that favorite English movie of yours and start a practice that you can also enjoy.

Expand your Vocabulary – Read and Learn Online and Offline 

The world of internet is full of opportunities, information and a lot of free materials. You can utilize this resource to the fullest to improve your knowledge of the English Language. You’d be able to find a lot of sites that offers articles that you can read, a good example would be the Rarejob News Article blog – the blog is a summary of News articles from all over the net with a list of vocabulary per article to add to your English arsenal of words. Since Rarejob caters to Japanese students who want to learn English, you can make sure that their articles are simplified in way that you can use them as if you were learning again for the first time. I would also suggest making it a habit to read newspapers or books, the Newspapers is not just for you to keep up with the current affairs but this can also introduce you to a range of new words and Sentence Structures. They also help you to form opinions on various issues. The habit of reading a book is also bound to make you aware of the grammatical rules and also strengthen your vocabulary. You can also read magazines and journals. The majority of writers who write in famous publications have a pretty good knowledge on the fundamentals of proper grammar. In this practice, you'll be exposed to a lot of useful materials that would help you increase your English proficiency, aside from that - you might even learn something new.

Read Out Loud 

This practice is awkward to some people but mind you, this is really effective. Remember when we were kids where we were shown pictures by our teachers and were asked to read the words that come with the picture out loud? When you do this, your brain records the sound of the words as spoken by you and you will never forget the way the sound goes with the image. Eventually, we get exposed to new ideas and techniques in reading and we start to just whisper the words instead of saying it out loud until the time where we only read through our minds.  This technique though is also the reason why our tone and enunciation is also deteriorating as time passes by. When we read silently, we only use two parts of our body – the brain and the eyes. To get back to the saddle - we should back up a bit and start to read out loud again and when we do, we would be using four parts of our body - the brain, eyes, ears, and mouth. Using more parts of the body would increase your retention level since your mind had been trained to listen to your own native language and it is resisting the learning. So you can train your mind to listen to something new by actually reading out loud, with feelings and emotions as the word turns. This way, what the eyes see, the brain will hear and the learning becomes faster and the skills you develop will get better from your practice. You would also be able to exercise your facial muscles since the sounds are shaped by our facial organs - tongue, teeth, nose, lips, etc.

What would be the best source of practice for this? We should look for materials with gentle cadences that change the mood of the written word like poetry or literature - materials with dialogues that you can imitate. Experiment with the tempo, the tone, raise your voice up and down and notice that every time you do this, even with the same sentence, it would turn up with a different meaning. Always read what interests you, in this way, you won’t have a problem with getting bored and giving up right away. Observe what your read, when you read out loud, use your mind to the maximum. Notice how the sentences are put together, the order of the words, how they construct the sentences and the grammar rules that they are using. Try to remember these things and put them in practice when you speak and write in the English language.

Never give up on Practicing 

In case you find yourself getting bored or uninterested in learning, don’t give up. Think of giving up as a mortal sin. Like your job hunt, you shouldn’t give up on your Communication Skills as well. Learning and mastering the English language is never easy. The key is to keep practicing until you get the hang of it.  You reduce your practice hours or frequency but don’t quit - keep reading and writing.

The rewards of a good communication skill are not just limited to your job hunt or your employment, this will also develop you personality and your people skills. It is an investment that’s worth the effort with only your time as the cost, work your way in developing these skills and reap the rewards, you will never regret it.

Essentials Things To Do When Preparing for a Job Interview

The BPO industry in the Philippines has this simple yet effective way of sourcing out applicants. They just ask the applicant’s full name and contact number and the applicant would get an invite for an assessment and interview. Believe it or not, the assessment is actually the easiest part of the whole process. It’s the interview that you have to prepare for. Most companies give utmost importance on scrutinizing the applicant’s personality and communication skill since most of the other attributes are acquired knowledge. Remember - product information and customer responses can be taught and scripted but how you deliver it is you and yours alone. I’m not saying you have to disregard the assessment. The bulk of it anyway is just Basic English and Computer know-how which I’m sure was taught to you way back in high school. So if you were listening then, I’m pretty sure you won’t fail it. You do have to prepare for your interview - this is something that you have to keep in mind so I have listed some essential things to do before you even go through the whole process.

The first thing you need is to have a good understanding of the position you are applying for. There is nothing worse than giving your interviewers the impression that you just applied for the post and you don't even understand what it is. Lucky for you, we have a whole section - Call Center 101 dedicated for you to understand what a Call Center Agent is all about. You may Click here to visit that section. Once you are scheduled for a job interview, take time to review the job descriptions. Pay close attention especially to the tasks and responsibilities involved. Visit the company or the organization's website if it has one. Read its Mission/Vision as well as core values. Try to have a sense of what it’s like to work in that environment. Present yourself as someone already working there but never try to put on a persona, just be yourself, knowledge is everything in this industry so try to equip yourself with one.

Another thing to remember is to anticipate the interview questions and prepare an answer for them. Always remember though that most of the questions will mostly come from your Resume so spend some time to read through it, think of the possible questions that the interviewer might ask and it’s best that you have an answer for all of them. There might come a time where an interviewer would throw an oddball / trick question that’s out of context, just keep in mind that these questions are designed to gauge your communication skills and how you react to unexpected things, it doesn’t have a right or wrong answer - just answer the question with confidence and you should do good. Always diversify your answers and never forget to give out examples as it would be your proof that you’re not making up stories. What I suggest to do is write down all your positive attributes, traits, characteristics, abilities and give out 3 examples for each of them. When worst comes to worst, since you have probably listed a lot, it’s easy to pull one up even if you forget the other ones. You may also Click here to view the Sample Question and Answers that may be asked when you go through an interview. Don’t get caught off guard – shield yourself with confidence through preparation.

The last thing to consider is to plan how to be on time for the interview. You already know how important a good first impression is. You can be certain that you will not make a good first impression if you are late for your job interview. To avoid being late, double check the address and the time, make sure you know very well how long it will take you to get there. If it’s possible, take a trip to the area where the interview will take place ahead of time. That way, the timeframe is more accurate. On top of all that, on the day or time of the set interview, plan to arrive about 15 minutes earlier. This will provide you some time to get relaxed – Click here for a tip on how to do that and maybe briefly meet and have a casual chat with someone before the interview.
The success of your job application hinges on a lot of things. It’s best that you prepare for all the scenarios that may come up during this time. Going to war without any preparation is the worst thing a soldier can do, so arm yourself, plan ahead, set your goals and land that job.

Do you really want to be a Call Center Agent?

Working in a call center is always a challenging and demanding role, the industry is very dynamic with an ever changing flow of people and environment, the rule of the thumb is – adapt and reap the rewards or get phased out. Let’s face it, nowadays, no matter who you are, what school you went to or graduated from or what course you have taken, there will always come a time where you would think of going into the BPO industry - I don’t blame you for that, this industry will always have something to offer to someone being as it is one of the largest and most accessible industry in the Philippines to date. This article is to set your expectation should you wish to become a Call Center Agent and to answer the question, is this really for me?

A large number of Filipinos believe in the fact that working as a Call Center Agent is considered better than the regular jobs available within the country. For certain reasons, that might be somewhat true. Rather than standing in a department store or working in a hot factory, Call Center Agents work 8 hours a day in an air-conditioned room sitting down. Would also you believe that most of the salary package that’s offered to a Call Center Agent is actually higher than a Manager from a fast food joint or a department store? If you don’t believe me, then ask around. Don’t mistake this as an easy job though. With the high compensation comes the high expectations, agents are expected to do well in their job. They are also expected to work well under pressure and by pressure – I do mean pressure! Let’s try to weigh some pros and cons for you to get an overview of what it’s really like.

The Pros:

There is no age-limit – as long as you’re fit to work, you are welcome to apply.

College diploma is not required – In fact, some BPO companies nowadays accepts high school graduates as long as you’re 18 years old and above. The only know-how that you need is Basic English Grammar and Computer knowledge.

Above Average Salary – As I’ve previously mentioned, this industry offers more than the regular jobs in the Philippines. That’s also the main reason why it’s a very attractive industry to a lot of people.

Free Health Coverage – It’s an industry standard for companies to provide Health Insurance Coverage to their employees – well, I can’t blame them, just look at the cons below and you’ll know why. This is usually issued as a health card that’s P100,000 ++ depending on your position and it renews every year. What that means is free Check-up and free Inpatient Hospitalization in a Small Private Room – Yes, that’s the one where you’re alone in an air-conditioned room and a cable TV with an awesome washroom and it’s all covered by your health card up to a whopping 100,000 pesos every year! Some companies also extend this coverage to your dependents which is very useful especially if you have kids.

Fosters career growth - It is said that gaining promotions in this industry is never a hard task. If you're knowledgeable enough to handle your task efficiently then you can get a promotion. You can expect a promotion in as early as in 3 months. Unlike that of a regular job, everyone is equal in this industry. Office politics aside, a high school graduate can reach the Managerial level as long as the employee shows a good performance record.

On a slightly different note, if you're single and you’re currently looking for a partner to date, then you’re probably at the right place. Philippines call centers offer a pool of good-looking, young, single men and women at its disposal – wow that sounded like I was pimping the industry! But seriously though, it’s not fun if it’s all work and no play. It’s a young, vibrant and dynamic industry that caters to a large community, this usually attracts a lot of different personalities so just look around - your soul mate might just be around the corner.

Now let’s even it out, let us now explore why this industry is not for everyone.

The cons:

Shifting Schedules – If you’re used to going home by 5 PM and watching the Prime Time Dramas at 7 PM and going to sleep at 10 PM, you can kiss those days goodbye. Say goodbye as well to your favorite Primetime Actors/Actress, to Santa, to the Easter Bunny and your week-end siesta because your life is about the change. In this industry, there’s no guarantee that it’s always going to be a fixed schedule. Everything changes in this industry, like life itself - the only thing that’s constant in this industry is Change. The only difference is - you multiply the speed of life’s changes to ten, that’s how fast everything is when you’re in this industry. You may have to work on holidays, at night or at 2 in the morning or in the middle of the afternoon - whenever the business needs you, you have to be there. If you got a fixed schedule or a dayshift account in this industry – well lucky you! Until the change start to roll again, savor the moment and hope the schedule will last.

Work Pressure – Oh, did I mention you will work in a highly competitive environment wherein you are expected to meet or exceed your goal? Yes you read that right, you will be given weekly and monthly metrics or goals to reach once you become an Agent. Keep in mind that you have to meet those metrics to keep your job per your contract. Now you really have to this seriously, your performance is everything in this industry. Your number is not yours alone, you are part of a team and with that, it is your responsibility for keep the team on track by reaching your goal. Most of the time, people in this industry is prone to hypertension because of the work pressure and lack of sleep – this is where your heath card becomes your best friend.

Weather Proof – Name a Calamity (Ondoy ,  Habagat, Etc.) Now name a Call Center who suspended work because of that Calamity. Now imagine the devastation that Calamity brought to the country, would you believe me if there’s still a handful of dedicated agents who went to work that day. Now let’s go back to you, imagine yourself as a Call Center Agent in the midst of a Signal number 1 storm, you’re thinking to yourself, the rain and wind is really hard maybe I should just stay home and miss work – aren’t you a bit ashamed? My point is that attendance is a must in this industry. Unless it’s a life or death situation, truth of the matter is, you can’t be absent - that’s that, this is what you have signed up for and you have to live with it if you want to be a Call Center Agent.

Overtime – The Labor Code of the Philippines states that mandatory overtime can be imposed “When the completion or continuation of work started before the 8th hour is necessary to prevent serious obstruction or prejudice to the business or operations of the employer”. Mandatory overtimes are a norm in this industry especially when there are a lot of calls waiting to be answered. The overtime is usually one or two hours on top of your regular shift and believe me, it is Hell on Earth! Not to scare you or anything but ask anyone who went through this - it’s not a pleasant experience.

Job Security – If you want security of tenure, I suggest that you work for the government or in another field because trust me, this is not for you. Again, I’m not trying to scare you or anything but reading up to this part, you should know how volatile this industry is. The term floating employee often comes up when an there’s an account or project cancellation from a company, when this happens, you will have to either have to resign or wait to be transferred to another account. This rarely happens but you have to expect it. Another thing is that if you have attendance issues or performance issues - that can also be grounds for termination. It doesn’t matter if you have tenure in the company, the business comes first. Remember that everything changes in this industry. You have to do good to adapt and must be ready to accept and enjoy the changes.

The Call Center Industry is a contradiction of sorts, some find it a paradise and others a punishment. Whether you’re a jobless 18 year old pressured by your parents to look for work or a fresh graduate looking for an entry level employment or a single mom who wants to earn some money for her kids - whatever the reason is, this industry will always be accessible. It is up to you to decide to move ahead and accept the challenges or be satisfied with what a regular job can offer. You Decide.

The Primary Qualities of a Call Center Agent

Call Center representatives are the ones who stand in the front-line when customers call. They are responsible for handling questions and issues that the customers may face regarding a product or service. These dedicated men and women are the unnamed heroes whose only purpose is to provide instant solutions and answers to whatever issues the customer may face. They act like a link between the company and their customers and they hold a key position in the business.

There are certain qualities that a call center agent must possess. Whether you’re a Technical Support Representative or a Customer Service Representative - these qualities are necessary for handling customers in the proper manner.

1. Telephone Etiquette: This is the most important characteristic that an agent should have because they would spend most of their time on telephone calls. Their prime role is to deliver an effective and reliable solution to the customers over the phone, therefore it is necessary that they have the right manners and etiquette in handling all calls – even with the irate ones.

2. Good Listening Skills: Another important trait that should be present in a call center agent is good listening skills. First time representatives usually have a problem with this. The key is to take your time to listen and understand what the customer is saying. Customers have a lot to say when they call and it is an agent’s role to listen and understand. Without this trait, an agent would fail to give out the proper response or resolution to the customer’s issue.

3. Good Communication Skills: Agents should know how to clearly convey a message. An agent’s work depends on his/her interaction with a customer, the volume and speed of speech should be appropriate. Furthermore, they should be able to adjust their tone and speed according to the caller and must know when they need to take a pause and when they should allow the customer to speak. What I suggest to do is to use simple words, construct simple and understandable sentences but always mind your grammar. You should also know by heart the product that you are supporting so you can provide the correct information. Follow the customer’s pace and don’t speak too fast but always remember to control the call so it won’t go out of topic.

These are some of the most important qualities that must be present in call center agents. Without these, an agent won't be able to deliver high quality services and good customer experience. If the customers are not satisfied with the customer support – like a domino the product that you are supporting would also decline in quality and the business would be affected negatively.

The Most Common Mistakes that Applicants make on a Job Interview

Like all job hunts, there will come a time that an employer will schedule you for an interview. This ought to be the most crucial period as this would make or break your chances of landing a job. You have to be prepared and confident but as we all know, nervousness and anxiety usually accompanies that confidence. You need to stay calm and compose as possible at the time of the interview - you can Click here for tips on how to do that. Once you’re at this state and you’re ready, do try to avoid the following mistakes:

1) Not taking the Final Interview seriously - This is a very common mistake that the interviewees tend to make. Your frivolous behavior can prove fatal. Even if you have cleared the initial interview with flying colors, always stay focused. Generally, after clearing the initial rounds of the interview, the interviewees tend to think that the final interview is just a formality, well it’s actually not. This casual attitude tends to sway your focus and you may lose the job.

2) Lousy Outfit – The way you look plays a very important role for first impressions, as the saying goes, first impressions are everything! Look smart, if you want to go casual, make sure that it’s still in the boundary of Smart Casuals. The BPO industry is not that strict when it comes to fashion but that’s not an excuse for a lousy outfit. Looks are everything, I suggest wearing light colors. Don’t wear anything that’s striking or too loud for the eyes. You may Click here for ideas on what to wear for your interview.

3) Do not over sell your qualities - Try to be familiar with the job description of the position you’re being interviewed for so that you can exemplify how your experience, abilities and strengths compliment with the business needs. Remember to under promise but over deliver.

4) Do not try to be too modest – Now, you might be confused with this, I just told you not to oversell yourself and now don’t be too modest? Well let me explain a bit, overselling would set the wrong expectations and being too modest – well, let’s just say interviewers would view it as you not being confident with your abilities. Show that air of confidence – but not too much. Retail your success stories and qualities but not in excess to the point of overselling. Highlight what you can do, give out examples and make sure that it’s the truth.

5) Keep the Salary Negotiations at the end of the Interview - Salary Talks must be kept reserved for the conclusive part of the Interview. Focusing on your salary requirements and previous salary history in the early stages of the Interview can reveal too much. Rather, keep the salary discussion at the latter or end part of the Interview. Most interviewers do ask this question. Just follow their lead. The interviewers usually keep this part reserved as well at the latter or end part of the interview.

6) Keep your Grudges at Bay - Even if you disliked your former boss or you were not treated fairly by your previous employer - an interview is not the right time or place to discuss the complaints and the injustice brought to you by your previous company, go to the Labor Department or see a psychiatrist for crying out loud. You may Click here for a suggestion on how to respond to an interview question regarding your previous company. If you were terminated from your previous post, be prepared with an explanation that puts you in a positive position.

7) Ask the Interviewer – This usually happens on your final interview, your resume may be impressive on paper, but employers are more impressed with an active participation. It’s good to come up with a question or two during the interview. A few intelligent questions about the company or the position that’s hiring could very well be taken as you doing your research. You can prepare a questionnaire prior to your application. Prepare at least 2-3 questions for the interviewer. Remember that interviews are not just a test for an applicant but it’s also a conversation in progress. An active participation from the applicant shows that he is prepared, interested and ready to take on the job.

8) Never Say “Try me” or “If you give me a chance” – A company is not a casino and employers do not want to gamble. After all, in order for their business to succeed, they want people who are capable. The lines “Try me” or “If you give me a chance” is like serving a plate of raw fish to someone who hasn’t eaten one yet and telling them that it’s delicious, you just need to try it. Sure, some people like raw fish but my point is - it’s not for everyone. Instead of saying these lines, why not just outline your skills and abilities, show them what you can contribute to the company and give out examples to show the interviewer how you would become a positive force in driving the company forward.

9) Draw a line on Personal Matters – Keep everything professional, from how you describe yourself to your background and future plans, make sure it’s about your professional life and not your personal one. The interviewer does not want to hear how much you hate your mother in law or how you need to provide for your 12 starving kids. My point is - you need to position your answers so that it would point to your professional goals, ask yourself - what are my motivations? What are my future plans for my career? Don’t go in depth with your personal matters, stay on track and show the interviewers your professional capabilities. You may also Click here to know how to answer the most common Interview Questions.

Common Call Center Jargons, Terminologies and Their Definitions

ACW – After Call Work – (See also “Wrap Up Time”)

A period of time immediately after contact with the customer is completed and any supplementary work is undertaken by the Agent, in relation to that interaction.

AHT (Average Handling Time)

The amount of time it takes an Agent to deal with all aspects of a call – includes talk time plus after call work

Agent

The person who receives and makes customer telephone calls. May also deal with customer correspondence and customer e-mails. Also known as Customer Advisor or Customer Representative.

Agent Status

The Agent status at a particular point in time e.g. wait, talk, wrap, idle, unavailable.

Automatic Call Distributor (ACD)

The type of telephone system used in most call centres. Sometimes called a call centre it is used to queue callers and distribute the calls to agents. It usually includes the ability to generate statistics. Manufacturers include Aspect, Avaya (used to be called Lucent), Cisco, Nortel and Rockwell. It may be a dedicated telephone system or part of an office telephone system.

Average Speed Of Answer (ASA)

The average time (typically in seconds) for calls to be answered in the call centre. This needs to be treated carefully since it deals with the arithmetic mean. For example if 9 calls were answered immediately and at a very busy period one call waited for 10 minutes to be answered – it would treat the average speed of answer at one minute – even though 90% of calls were answered immediately.

Balanced Scorecard

A scorecard that shows a range of measures – typically based around graphs or traffic lights – that shows on a single sheet of paper how a call centre is performing.

B2B (Business to Business)

B2B is a short version of Business to Business. In effect it generally involves one company trying to do business to another company- for example Dell selling to ICI. It could just as easy be shortened to Business – so “B2B Sales” could become “Business Sales”

B2C (Business to Consumer)

B2C is a short version of Business to Consumer. In effect it generally involves one company trying to do business to the general public. It could just as easy be shortened to just “Consumer – so “B2C Sales” could become “Consumer Sales”

Business Process Outsourcing (BPO)

Taking a business task and getting another company to deliver it. This term is typically used to mean moving call centres and other business functions to India and other lower cost countries.

Call Avoidance

A proactive strategy to reduce the number of unwanted or low value calls-for example failure avoidance by eliminating repeat calls; or call automation through self-service.

Call Blending

A technique to mix Inbound and outbound calls for specific agents. Smooths out the peak nature of demand for inbound call patterns by feeding outbound calls of a similar call type to Agents during quiet periods.

Call Centre Manager

The person responsible for the management of the budget, operation and business performance of the call centre

Call Handling Analysis

An approach to monitor the effectiveness and quality of the handling of calls by the Agents.

Coach

The person who provides additional support and technical knowledge to Agents. (In addition to the Team Leader). Also known as a buddy.

Call Recording

A solution to implement an effective call handling quality process. Can involve the recording and storage of calls and data relating to financial or legal transactions. See the Call Recording and Speech Analytics Reference Guide

DMS (Document Management System)

Many Call Centres handle large amounts of incoming mail, which is opened and scanned by DMS for electronic distribution as part of a workflow process for managing correspondence.

DNIS – Dialled Number Identification Service

A feature of the telephony network to re-present a callers telephony number to the called party. – Known in the UK as DDI.

CSR (Customer Service Representative)

A person employed in a call centre to answer the phone. Another name for this is Agent or Advisor. Care should be taken using this term as it also can be used as

CSR (Corporate Social Responsibility)

This term is widespread in business and means “The ethics of a company” e.g. do they pollute the environment etc. It is also confused with CSR describing and agent in the call centre.

Customer Relationship Management (CRM)

A widely abused term that is about developing better relationships with customers. It has widely been high jacked by suppliers to mean a customer database, most frequently one that combines all customer data onto one database, giving a single view of the customer.

Empathy

The ability for an agent to put themselves into the customer’s shoes. Many call centres lack empathy. The caller is just another caller and although the agent deals with the call as best as they can. With empathy the agent feels the same concerns as the caller “I know how you are feeling because I too….” would be a common phrase that perhaps shows empathy. It is also commonly confused with sympathy which is more of an “I hear what you are saying…” type of communication, but perhaps without the shared experience of what it is like to go through this condition. Empathy was a concept developed by the psychologist Carl Rogers (1902-1987)

The difference between empathy and sympathy is perhaps demonstrated by the expression of pity or sorrow to the distress of another.

“I offered my sympathy when I learned that Jane’s father died.”

Empathy, on the other hand, is usually meant to indicate that the person who is empathizing, knows what the other person is going through, and can identifies with the person.

“I can empathize with how Jane is grieving over her father’s death. I know exactly how she felt, because I went through the same thing when my father died”.

To me, the big difference between empathy and sympathy is that the person who empathizes can feel the distress on a personal level, whereas sympathy is less personal.

FCR – First Call (Contact) Resolution

A measure of relative success for an individual interaction. Usually defined in terms of a single customer or account, a single issue or order and a predefined time range for a response to have taken place. Example: If a customer choses a set of particular Options on an IVR or an Agent appends a particular Result Code to an Account and the customer contacts the supplier/provider regarding the same criteria within (7) days, then that interaction would have failed FCR. Usually expressed as a percentage of the overall interaction volume.

Interactive Voice Response (IVR)

A telephone system that lets callers interact with your company through either touch tone or speech recognition. While most systems are only programmed to give callers menus (press one for sales, two for support…) they can also be programmed to interact with a database top provide status information or to give you your account balance.

LAN (Local Area Network)

A network located in one building that links terminals, PCs and common equipment e.g. printers to that computers can share information and applications.

Legacy systems

In order for the agent to transact business with the customer they may have to use ‘old’ computer systems that the company has had for many years. Typically these systems are not as user friendly as more modern ones as they may require the agent to remember codes, use lots of screens and do not have a logical flow about them.

KPIs (Key Performance Indicators)

Defines the targets and measures against which the Centre, the Teams and the Agents must perform. Usually based on a balanced scorecard of measures covering both efficiency and effectiveness.

Multi-lingual Agents

Agents that are skilled in handling calls in more than one language.

Outsourcing

The sharing of call centre activities e.g. peak call loads or certain call types, with a third party specialist company who can manage the calls on your behalf. Outsourcers can provide both inbound response and outbound campaign services across a range of call types – telemarketing, customer service, technical helpdesk, debt management and many more.

Queue

The ability to prioritise and handle callers when there is no Agent available

Service Level Agreement

A contractual agreement between a service provider and the organisation specifying specific performance standards to be achieved.

Talk Time

The amount of time an Agent spends handling a customer call – from start to finish.

WAN (Wide Area Network)

An intra office data network used to connect terminals, computers and equipment across multiple sites.

WFO – Work Force Optimization

The means of applying Schedules and Forecasts, based on previous and known future interaction and workflow volumes.

WFM – Work Force Management

The means of determining and providing Schedules, Forecasting and Adherence for a work force, against historical interaction volumes and known future events.

Wrap Time

Time taken by the Agent, following the call, to complete the transactions for that call – also known as After Call Work.

If you have any definitions please comment below. Thanks.

Calming Your Nerves for Your Job Interview

Virtually every person has the jitters before a job interview. A job interview is the place to showcase all the good qualities a person has to bring and why he or she is the best one suited for the position. Failure to present these qualities can cost you the job. Fortunately, there are things you can do to help calm your nerves during your job interview so all of your best qualities shine through.

Be prepared. Research your prospective employer and job duties. Be prepared for questions the interviewer will have for you, and rehearse them, you may click this link for the typical Job Interview Question and Answers. This will help you feel the confidence you will need to overcome your nervousness. Anticipate questions the interviewer may have for you, and have answers to them prepared before you go in to the interview.

Take it easy. Be prepared to answer questions, but also try to relax. Remember that the interviewer is simply trying to get to know you better. Most of the questions he or she will ask you are not to see if you have the correct answer or not, but rather to try to get a feel for your personality. How well an employee interacts socially is extremely important especially in the Call Center industry. The more relaxed you are, the more relaxed the interview will be and this would be a plus on your end.

Visualize yourself doing well. Visualization is a powerful tool used by many prominent business people, motivational speakers and athletes. It's like a rehearsal for the mind, and many studies have proven that rehearsing in the mind is as effective for success as actually doing it in reality. Picture yourself comfortable, bright, having a good time and answering all questions with ease. Also imagine the interviewer, or anyone else present, responding favorably to you. Envision the handshake at the end and the feeling that you already have the job before you leave the interview.

Practice deep breathing. Right before your job interview, one great way to calm your nerves is to take some deep breaths. Physiological studies have shown that taking a few deep breaths instantly puts the body at ease, slows the heart rate, and lowers your blood pressure.

Make sure to arrive 10 minutes early so you have time to gather yourself and apply some of these principles before you go into your job interview. Keep in mind, one of the best tips for calming nerves and having confidence when on a job interview is to treat the interview as if it were a conversation between friends, not as if your life depended on getting the job. This will take the enormous pressure off you which will stifle your confidence, remember, be prepared and confident and you will land that job.

Phrases that you can Practice: Jobs

Read each phrase out loud or practice with someone. Here are some English phrases for talking about jobs, which will allow you to discuss the type of job you do and where you work.

Occupation

What do you do?
What do you do for a living?
What sort of work do you do?
What line of work are you in?

I'm a …
teacher
student
doctor

I work as a …
journalist
programmer

I work in …
television
publishing
PR (public relations)
sales
IT

I work with …
computers
children with disabilities
I stay at home and look after the children
I'm a housewife
Employment status
I've got a part-time job
I've got a full-time job

I'm …
unemployed
out of work
looking for work
looking for a job
I'm not working at the moment
I've been made redundant
I was made redundant two months ago
I do some voluntary work
I'm retired

Who do you work for?

Who do you work for?

I work for …
a publishers
an investment bank
the council
I'm self-employed
I work for myself
I have my own business

I'm a partner in …
a law firm
an accountancy practice
an estate agents

I've just started at …
IBM

Place of work

Where do you work?

I work in …
an office
a shop
a restaurant
a bank
a factory
a call centre
I work from home
Training and work experience

I'm training to be …
an engineer
a nurse

I'm a trainee …
accountant
supermarket manager
I'm on a course at the moment
I'm on work experience
I'm doing an internship

Useful Things to Remember Your Job Interview

Maintain Eye Contact & Smile

Smile, and when the interviewer reaches out to shake your hand give him or her a firm handshake. Maintain eye contact with the interviewer while he or she is talking. Be conscious of your body language. Try and sit up straight and keep your hands on your lap or on the table in front of you. You can "break the ice" by commenting on the weather or remarking on a photograph that you see in the interviewers office but it is even better if you can break the ice by mentioning something that you have learned about the company.

Don't Wear Perfume and Don't Smoke Beforehand

If you smoke, drink coffee, or have had something garlicky for lunch, make sure you have some breath mints or gum with you. Try not to smoke before the interview but if you must, make sure that you are not in an enclosed place, otherwise the smell will stick to your clothes. Aside from perfume or cologne, many people are offended by the smell of smoke. If you decide to pop a piece of gum in your mouth before the interview, make sure that you remember to throw it out before you go into the building to meet your interviewer.

Make Sure That You Are Dressed Appropriately

You should be dressed according to the company's policy however, even if the company has a casual dress policy, make sure that you are at least wearing smart casual clothes. Most Call Center Companies are not really strict with how you dress up but it is always a plus to look smart and presentable, you may Click this link for some tips on how you should look. Check your appearance in a full length mirror before you head off to the interview to make sure that you haven't got any hanging threads or lint that should be removed. Make sure you shoes are polished and go with what you are wearing. If you are wearing a suit, you should be wearing business shoes, not black or worse, white sneakers.

How to get yourself into the “Winner Zone” for your Job Interview

This is a useful article by John Pawlett which lets you get into that zone wherein you are mentally prepared and confident to face your interview and emit a “Winner Aura” that would help you land that post:

You may have all heard the phrase 'be yourself' well the job interview is one place when this is not helpful! Instead I am going to explain to you how you become the person that the interviewer must have working for the company!

The techniques I am about to share with you are extremely powerful and can be used in all walks of life (especially dating!) and not just for job interviews. They come from a science called NLP (Neuro Linguistic Programming) and are the basic techniques used by some of the world's greatest influencers such as Tony Robbins, Al Gore etc.

 Have you ever had that feeling when you are on a roll and nothing can go wrong? Well that's the feeling you need to have when you enter the room for your interview. To elicit that state you first need to remember a time when that happened to you, maybe it was a sport you where playing when you could do no wrong and won easily or a meeting you had where everything fell exactly in place just like you wanted it to!

On the flip side you may have had days were nothing has gone right for you, everything you did was a complete disaster. So what's the difference between having a great day and one that's terrible? The difference is the neurological state that you were in. Now I need you to access that state you were in when you were at the top of your game, to do this you need to go back in your mind to the time when you felt absolutely awesome, undefeatable, on top of the world!

What we are going to do is make a 'personal' video production of those events in your mind so that whenever you want you can replay your video and feel as great now as you did then. So take that image of a time you felt awesome and visualize it, what does it look like to you?

Try changing the picture in your mind, make it brighter add more colour keep playing with that picture until you get the best representation of the event you possibly can. Next I want you to listen to the sounds that you heard at the event, maybe someone was praising you or a crowd was cheering, whatever it was play with the sounds like the volume, tempo, uniqueness etc until you get the best possible sound 'quality' for your production.

Now I want you to physically feel what was going on at the time, were you stood ramrod straight, had a big smile on your face? If you are doing this now along with reading this then I bet you can already feel a difference in the way you feel? I want you to play this 'personal' video every time you need to be in a state of resourcefulness, if you walk into a room feeling like that then unconsciously everybody around you will feel the aura that you have and immediately perceive you to be a winner.

Arrive on Time for the Interview

There is no excuse for ever arriving late for an interview -- other than some sort of disaster. Strive to arrive about 15 minutes before your scheduled interview to complete additional paperwork and allow yourself time to get settled. Arriving a bit early is also a chance to observe the dynamics of the workplace.

The day before the interview, pack up extra copies of your resume or CV and reference list. It is also important to bring a valid ID for your application. If you don't have a valid ID, an NBI clearance will do. Finally, be mentally prepared for the assessment and interview. Since you arrived early, just relax, focus and remember that job applications are just mind games. If you're prepared, you will land that post.

How to Dress for a Call Center Agent Job Interview

The first impression you make on a potential employer is the most important one. The first judgement an interviewer makes is going to be based on how you look and what you are wearing. That's why it's always important to dress appropriately for a job interview.

In the Call Center Industry, you can either choose a Business Casual or a relaxed but still presentable attire. As long as you look smart, confident and ready on your attire, it would also translate to how you would do on your job interview.

Typical Interview Question and Answers For A Call Center Application

Important Note: No matter what the question is, NEVER say “If you give me a chance” or “Try Me” on any of your answers, employers do not want to gamble and  most managers or recruitment officers do not want this answer! Always outline your strengths and your characteristics that would be helpful to the job that you are applying for.

Disclaimer: This is not an original article, the questions on this page were collected on other sites. We only gathered the common questions that are usually asked when you're applying for a call center agent position.

Why do you want to work for this company? Why are you interested in this job?

The interviewer is trying to determine what you know and like about the company, whether you will be willing to make a commitment to the job, and if your skills match the job requirements. Your research will be a big help in formulating your answer to this question. Say as many positive things about the company as possible, show your interest in whatever products/services they sell and explain why the position fits with your career goals.

Have you done this kind of work before?

The interviewer wants to know if you can learn to do the job in a reasonable time and how much training you will need. Never say "no" to this question. Instead, stress the experience you do have that will assist you in learning the new job quickly and efficiently. No two jobs are alike and you never do exactly the same work. In all jobs, new skills, rules and details have to be learned. Be sure to mention the following:

o   Your past work experience.
o   Your education and training related to the job.
o   Volunteer work that might relate to the job.
o   Any transferable skills - e.g. organizational skills, people skills.
o   Your ability to learn quickly and how quickly you learned that type of work in the past. 

What kind of training or qualifications do you have?

The interviewer is trying to find out what school credentials you have. If you have no formal school qualifications but have a lot of experience, you might say:

o   I didn't get formal school training for this job but I have (number) of years of experience in the field. I'm willing to learn new skills or go to school to get further training if I am offered the job. I learn quickly and I like to keep upgrading my skills. 

If you have just completed a training course but have little work experience, you might say:
o   I took a one year training program in (name of program) at (name of school) which is related to the job I'm applying for. I look forward to working in the field and putting into practice what I learned. I don't have a lot of work experience in this area but I learn quickly. I know you will be happy with my work. 

Tell me about yourself. Why should we hire you?

The interviewer is trying to find out about you, your job skills and how well you express yourself. Do not dwell on personal issues. State your best qualifications for the job. Be specific and include examples to support your statements. Try to show that you meet the employer's expectations. 
For example:

o   I am punctual, dependable and can be counted upon to finish what I start. I get a great deal of satisfaction from knowing that I have done something well and on time. For example, at my present job, I was given different work orders every day. It was my responsibility to finish the orders and make sure they all met quality and safety standards within a specific deadline. On occasion, I had to familiarize myself with the product and the production process. I was always able to learn quickly and carry out my job responsibilities. Our company was known for making excellent processed food products. In 1990, it received an award for being on Canada's top companies in the field. I feel I can use the same skills and hard work to do well on this job too.

o   For someone who’s more entry-level and doesn’t really have a career to describe yet, the answer would be more forward-looking. For instance: “I’ve always been a news junkie and I spent my last two years in school preparing myself to work in communications when I graduated. I sought out internships and extracurricular opportunities that would expose me to media relations work, and I’m excited to continue on that path. I’ve been told that I’m particularly good at coming up with creative story pitches, and I love pitching, but I really want to learn every aspect of this business from the ground up. I’d like to work in-house rather than in an agency, and I’m especially interested in advocacy work, so I’m particularly excited about this opportunity.”

o   As you see in these two examples, you want to keep this focused on your professional persona. Don’t bring kids into it, or your spouse, or where you grew up. That’s not to say you can’t say anything personal, but make sure there’s a relevant reason for raising it. For instance, you could add something like, “And I grew up in this area and still have family here, so I’m really excited about the prospect of moving back.” (Hence signaling to the interviewer that you’re not going to be flighty about relocation.) 

o   Whatever your answer is, practice it out loud over and over so it flows right out of your mouth in the interview. Don’t try to wing it! 

What do you do in your spare time?

Interviewers ask this question to see if your activities and hobbies might help the company and to get an idea of what kind of person you are outside your work life. Describe any volunteer work you do and any hobbies or interests that might relate to the job in some way. Stick to active hobbies, such as playing sports, carpentry, gardening, etc. Avoid mentioning inactive and non-creative activities such as watching television. 

What do you think of working in a group?

The interviewer is trying to find out about your ability to get along with others.Focus on the following:

o   The advantages of working in a group. Explain how the various individuals in a group complement one another in carrying out certain tasks.

o   Give specific examples of your personal experience in a group. 

How do you react to instruction and criticism?

The interviewer is trying to find out how you get along with Supervisors and how you feel about authority. You might say:

o   I appreciate getting instruction and criticism when it is done fairly and constructively. 

With the kind of work experience you have had, do you think this job would bore you?

The interviewer may think you are over-qualified and want this job only until something better comes along. Stress that no job is ever boring because you always learn new skills. Mention how you would benefit by working for the company and vice versa.

Why did you choose this line of work?

The interviewer is trying to find out about your commitment to your career choice. In other words do you do it because you love the work or just take any job you can get for the money. If you did this work for many years and stopped due to a layoff,you might say:

o   I have done this for (number) of years. I like my work. The only reason I left my last workplace was because I was laid off. 

How well do you work under pressure or tight deadlines?

This question indicates that the job you're applying for will involve working under pressure. Give examples of volunteer and paid work that involved pressure and deadlines. You could mention that we are always faced with pressure and deadlines in our lives and you do not mind the stress. Stressful situations are a learning and challenging experience. You might mention the following:

o   How you handled large rush orders at your last workplace.
o   How you prepared for exams and homework assignments while working full-time and attending school part-time.
o   How you managed a crisis situation. (For example: a car accident) 

How often were you absent from work in your last job? Have you every had any serious illness or injuries? Do you have any health problems?

The interviewer is trying to find out if you have any health issues which will cause you to take a lot of sick days. You do not have to go into your health history for the interviewer. If you have health problems that do not interfere with your work performance, do not give the interviewer details about them. If you had a previous health problem that interfered with your work in the past, but is no longer a problem, do not volunteer this information. It no longer affects your work, therefore the employer does not have to know.

If you have a health problem that will affect your work performance, explain your situation briefly and stress the positive points. I will be helpful to have a positive reference letter from your previous employer. This letter should explain the type of duties you did and stress that you are a steady worker who is responsible, hardworking and punctual.

Have you ever been fired or quit a job?

The interviewer is looking for clues to any problems you have had in previous jobs and if you may have the same problems in a new job. Try to:

o   Avoid saying anything negative about yourself or your previous employer. If you had problems, explain them without being negative.
o   Be careful not the use the word "fired" or "quit". Instead use words such as: "I changed jobs", "I was laid off", or "I needed a more challenging job".
o   If you were fired and are not on good terms with your previous employer, explain the reason why you were fired. Stress that you learned something from the previous situation. 

Why haven't you worked recently?

The interviewer is looking for clues to serious problems or job difficulties that could carry over to a new job. You might say:

o   Since I was laid off from my previous employer, I have been actively looking for a job. However, as you know, there are many people looking for work and applying for the same jobs. I have always worked steadily but I haven't been able to find a job in the present job market.
o   After I got laid off from my previous employer, I decided to go back to school to upgrade my skills so I can get a better, more secure job. 

What are your long-term goals or career plans?

The interviewer may want to know if you are ambitious, plan ahead, or if you set goals for yourself. The interviewer may also want to know what expectation you have of the company. You might say:

o   I hope to become very good at my job and perhaps take some chooling to become more skilled in my field of work.
o   I intend to learn (name of area or skills) very well so that I can be promoted to a higher position in (name skill or department). 

What do you feel are your greatest strengths?

This is your opportunity to brag a little bit. It is important that you have done your research about the type of work that you are applying for. For example if you are applying as a production labourer and from your research you understand that this type of work required people that have the ability to meet quotas, work as a team and make improvement suggestions, then it is important for you to incorporate this into your strengths.

o   Example: My greatest strength is that I have a lot of initiative. I am always looking for a better way to do things at work that I feel would save the company money and I can always achieve my production quotas. For example one time I was working at my station and I felt that I was wasting time by always having to walk to the other side of my station to get some parts. So I reorganized the station and my supervisor was really impressed as it increased my quota.

What do you feel are your weaknesses?

You never want to give any indication of any weaknesses that you have. Turn you weaknesses into strengths by working it to the employer's advantage.

o   Example:I am the type of person or is very hard on myself. I am always expecting myself to do a little bit more. However, I guess this works out well for my employer.

Or

o I never like to leave work until I have every thing finished completely. Sometimes this bothers me but I feel inside that it is important.

Or

o I am the type of person who always takes my work home with me. This sometimes interferes with my personal life but I feel that work comes first. 

How would you describe your last employer?

Never run down or say anything negative about anybody or anyone. The employer will feel that you will do it to them. You should state the positive things such as he had high expectations and I really respected him for that. He was down to earth and really knew the job I was doing, if I had any problems he was approachable and would always give me suggestion or he gave the responsibility to do a good job.

o   Example: I liked my employer. He/she treated me fairly and respected my work

Or

o I appreciated my previous employer having given me the opportunity to acquire a lot of skills and experiences in (name area of work skill).

What five words would be describe you?

These should be your transferrable skills such as reliable, punctual, organized,friendly, honest, cooperative, outgoing, easy to get along with, hardworking,energetic, take pride in my work, responsible, respected,dedicated.

What did you like about your last job?

Say only positive things that you feel could transfer across to the position your are applying for.

Example: I liked my last job because I got along well with my co-workers and the work was challenging, fast paced and I was given a lot of responsibility to do a good job.

Why did you leave your last position?

Keep this answer simple. If you were laid off simply say so, If your company downsized, simply say so. Do not go into a lot of detail. If you were terminated you will have to say you were let go but always follow up that as a result you have learned how to overcome this and feel it will not affect you in the future. 

What are your long range goals?

The interviewer is trying to figure out whether or not you are going to be a long term employee or whether or not you will be using this job as a stepping stone to another objective. So, you should try to assure him/her that your intention is to stay with the company and to grow in your career within the company. You should respond "I am looking for a position with a company where I can stay and grow with and I feel this position would give me this opportunity."

What kind of machines or equipment have you worked with?

This is your opportunity to give some detail of what actual work skills you have. Don't be vague, supply all of the information that you have to offer.

What type of salary are you looking for?

Do not get into this subject unless you are forced to. Even then you want to leave an impression that you are flexible in this area.

What do you know about our company?

This is your opportunity to show them that you have taken the time to research their company in particular.

Do you have any other skills of experiences that we have not discussed?

List any other skills that you have that are related to the position. You can also discuss any hobbies or volunteer experience you have and discuss any interest courses or educational upgrading you have. 

What according to you is a BPO?

BPO stands for Business Process Outsourcing. When a company decides to outsource some of             its non-core work processes to another company with expertise in it, it is called Business Process Outsourcing.

Why do companies outsource their work?

There are mainly four reasons for a company to outsource its work:

            a.) Cost saving
            b.) Focus on core activities
            c.) Access to special enterprise who has expertise in the domain.
            d.) Other resource related reasons like relieving resource constraints, reducing IT staff and augmenting IT staff .

What is off-shore outsourcing?

When a work process is out-sourced to a different country which is not nearby – it is called off-shore outsourcing. For e.g. If USA outsources a work process to India- it is off-shore outsourcing.

What is near shore outsourcing?

When a work process is out-sourced to a nearby country, it is called near shore outsourcing. 

For example, if a business process is out-sourced from a company in USA to a company in Mexico or Canada – it is near shore outsourcing.

What is onshore outsourcing?

When a business process is outsourced from a company in one country to another country in the same country – it is called onshore outsourcing.

What is a call centre?

Call centres are voice based BPOs. These are usually used for sales, customer service or support activities.

What do you mean by following?

a.) Inbound call centre - Inbound call centres are the call centres which receive calls on behalf of their client – usually the support or customer service centres fall in this category.

b.) Outbound call centre – Outbound call centres are the call centres which make calls on behalf of their clients – usually the sales calls.

What is the difference between a BPO and a call centre?

Call centre is a subset of BPO.

What attracts you towards a BPO?

When you are asked this question – focus your answer mainly on the growth of the industry and the prospects you see for yourself in the industry. You can also keep some facts and figures about the growth of the industry handy which will help you in providing more weight to your statement.

Where do you see yourself (xx) years from now?

The purpose of this question is to see if you are ambitious and if you will stay with the company for sometime or not. To answer this question you can say, “In three years from now, I see myself at a more responsible position where my company treats me as an asset and hope to grow with this company.”

What are your strengths?

To answer this question – analyse the requirements of the position you have applied for and make a list of the qualities a person working in that profile should have. Pick up the qualities you have out of them and offer them as an answer. For e.g. some of the qualities people applying for jobs in call centres are: Patience, fluency in English, good hearing skills, problem solving etc.

This is quite an expected question so you must go prepared with an answer for this question well in advance.

What are your weaknesses?

You must understand that it is perfectly normal for any human being to have some weaknesses. What is more important is to identify them and work on them.
So, if you are asked this question in the interview – stay calm and admit that you have weaknesses. There are two ways for you to answer this question now.

a.) Offer a totally un-related weakness. For e.g. “Inspite of using the camera for so many years, I still can’t make out if anything wrong goes with it.”

b.) Offer one of your strengths as a weakness. For e.g. “My friends accuse me of being to picky about the grammar and the words in English but I think it is important to speak a language properly”. If you have applied for a position with a call centre, they would immediately buy this.

Why do you want to quit your present job?

If you are currently working or worked in the past, it is one of the most obvious questions you would face. So, you must go prepared with a good answer for this. The key here is “do not bad mouth your last employer or boss”. Just say that you want to switch for better prospects.

Can you share with us your experiences from the last job?

The purpose here is to see what you learnt during last assignments, how you used the opportunities to grow etc. Focus you answer on the challenges you faced, solutions you offered and your achievements.

Avoid talking about any bad experiences.

Will you be happy to sign a bond?

Say “Yes”

How do you rate your communication skills?

Communication skills play an important role in almost all the jobs you perform. Some need you to communicate internally with your team members, boss or management while others need you to communicate with customers.

Work on you communication skills to rate them as above average.

Can you speak for two minutes on one of these topics?

You will be given some general topics to see you communication skills, on the spot thinking capability etc. So, read a lot and be ready to speak on some general topics.

How do you rate your listening skills?

One of the key factors in communication skills and being a good team player lies in your listening skills. If you don’t have them, develop them. Offer above average or good as an answer.

How long would you expect to work for us if given an opportunity?

This question aims to find out your stability and see if you would jump at the first opportunity offered to you. To answer this question, you can just say that, “I intend to stay as long as I’m learning and growing & both of us are happy with the work.”

Why should we hire you?

To answer this question, you need to prepare well in advance. Read through the requirements of the job properly and match the qualities, skills and experience you have with the requirement. Now offer this as a reason for you to be hired.

Do you think you can work under pressure?

Work and pressure are always going to co-exist. It might be the pressure at work or on personal front but you should be able to deal with it. So, the answer to this question should be “Yes” backed up with some example where you worked under pressure.

What is your expected salary?

Don’t jump at a figure when asked a question about expected salary. Put the ball back in interviewer’s court by asking them, “What does the company offer for a position like this?” If you are the one who has to speak out the figure first, give a range which is not too broad for. e.g. I expect something in mid thirties or something.

Would you leave us if another company offers you more than us?

By asking this question the interviewer tries to analyze if the candidate will leave the job for a couple of thousands. Recruiting a candidate costs money to the company so they would like to hire somebody who has some loyalty towards the company. You can answer this question by saying that though you know the attraction of money every job offers but you would first try to analyze the growth opportunities with both the jobs. If your present company can offer you the desired growth with the industry trend, you would not switch. You will discuss the issue with your senior and ask his views on your growth in the present job and if you see that there is a potential to grow in the present job, you will stick otherwise you will politely inform him about your decision to move ahead in life.