Having interviewed for a range of Customer Services and Call Centre positions I am very familiar with the different types of interview questions you will come across. Well, first we need to understand why call centers are so susceptible to fraudulent calls. This can be difficult to teach - experienced agents normally pick it up over time. Real-time Adherence: creating schedules in contact centers has little value if the schedules are not followed.

After hearing some of the tactics used by telco employees, youloop.org van Jaarsveld has some advice for telecom service providers. All employees who interact with customers should be monitored and coached for QA regardless if they are top performers, underperformers, or mid performers because there will always be areas for improvement.

Agents with natural compassion won't lose their patience if they happen to get frustrated callers, or someone who calls in by mistake. Furthermore, as you probably manage agents with different level of performance, a one-to-one feedback session is the perfect opportunity to discuss further career opportunities with them within the call center.

Help customers across customer service mediums: phone (primary channel), email and chat (if needed). Customer service isn't always as simple as just finding out the right answer — and sometimes you need to rephrase solutions a few times to make sure your customer understands or believes it.

Formal recognition, when visible to other employees, is a call center training best practice that will boost the agent themselves and it is likely to motivate their peers to replicate their celebrated colleague's behavior as well as the agent repeating the behavior.