How a great phone manner can get you a call centre job
The global domination of contact centres in the customer services industry has had a profound effect on customer-business relationships. Internet usage as a means for customer communication is increasing but the telephone remains the first choice for most customers.
Articulate staff in call centre jobs are in big demand and telephone interviews are the prime way of testing communication skills. This can can accomplish what a face-to-face interview can't, and is an increasingly popular option among employers and recruitment consultants.
Why interview on the phone?
When a company decides to recruit and is inundated with CVs, a telephone interview prior to a face-to-face interview can filter out those less than ideal candidates. The interviewer can assess your enthusiasm and tone, and judge how you would react when dealing with customers.
Telephone interviews are especially beneficial for jobseekers who have difficulty getting to the interview. They can conduct the interview in the comfort of their own home and surroundings. This can be less stressful.
You won't be judged on your looks, body language or choice of clothes. You will still have the opportunity to ascertain if the job is appealing by asking questions. But however valuable it may be to be judged solely on your answers and your phone manner, it can be difficult to convey your point without eye-to-eye contact.
During the course of the phone call, the interviewer will take note of how you handle the situation and analyse your phone manner. How you respond can depend on your nerves, which can alter your 'telephone voice'. Pace yourself, practice if necessary and stay in control.
Ways to a great phone interview
The interviewer will be looking for your natural flair for customer service. They will be listening for your tone and manner in an attempt to find out how persuasive or sympathetic you are. He or she will be checking to see how easily you can defuse a touchy situation and take control of the call.
Before the interview, it is essential that you:
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Learn everything you can about the company you want to work for, and the industries it specialises within. A customer or client expects you to know what you are talking about.
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Research industry buzz words and filter them into your speech. Make sure that your conversation is not overrun with jargon or technical terms that not only sound condescending but also result in confusion.
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Stay calm and take a deep breath if the interviewer makes you feel nervy or anxious. Never become aggressive.
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Build rapport with your interviewers - they will be looking to see how easily you become friendly, and this will give them an insight into how you would treat customers.
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Show enthusiasm and ensure that you are listening to what the other person is saying.
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Speak clearly and watch your 'ums', 'ahs' and 'yeahs'.
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Concentrate on the questions being asked and answer promptly. If you are having difficulty, ask the person to repeat the question and show that you are listening by adding something to the conversation.
