Author Archives: Sunny Dawesar

8 Tips for Call Center Interview

Let’s say you are looking for a job. You’ve been thinking of applying for a Call Center job. You understand the basic requirements of the job and are confident that you fit the bill. You have already sent a mail to the HR department of the company along with your resume and are expecting a call for interview. But, are you prepared for that Interview? If the answer is Yes, then congrats and best of luck. But if the answer is a No then, well… just keep reading for the call center interview tips.

Here, we have come up with 8 Tips for Call Center Interview that would come in handy.

  1. Research the Company: It would be good if you’re able to go through the company website or their brochures to know it better. It would give you an idea of company values. Know the company keywords and use them during the interview.
  2. Formal Wear: Wear something that is formal or semi-formal. It would give you a better outlook.
  3. Punctuality Counts: Reaching the venue before time is always a plus point. You would be more relaxed during the interview than when you have barely made it there drenched in sweat and odour.
  4. Patience is Virtue: The interview process may take sometime before your turn comes up. Some organizations deliberately call all candidates at the same time which results in considerable waiting period. Be calm and patient. You are expected to be fresh and active when you meet the interviewer.
  5. Watch that body language: Smile. Sit straight. Be enthusiastic. When handshaking, apply equal pressure. Keep a good eye contact. These are little things that would go a long way in making a positive impact.
  6. Be Confident:┬áIt is good to be self-assured but make sure it should not turn into over confidence. People can get easily put off by over confidence. It’s not welcomed anywhere.
  7. Never badmouth your former/present employer: You may think of your ex-employer as a devil incarnate but an interview is not the place to take out your frustrations. Even if an interviewer knows about your company through grapevine and prods you to reveal some details, politely decline.
  8. Be Honest: Never try to hide anything from the interviewer because sooner or later it would be found out. Besides, what’s the point of putting pressure on your conscience (Philosophical! I know). In the end, everyone appreciates honesty as one of the golden virtues.

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Mentor-Buddy System

What is it?

Often, we hear about the terms Buddy System or Mentor-Buddy System or simply Buddy-up. But, what do those terms mean?

As per Wikipedia, a buddy system is a procedure in which two people, called buddies, operate together as a single unit so that they are able to monitor and help each other. Within the call center industry, this system is better known as the Mentor-Buddy System.

A Mentor-Buddy system is usually the last part of process training wherein a new employee is placed as a buddy next to an experienced colleague (i.e. Mentor). The mentor guides and helps the new employee understand the dynamics of the job in an actual scenario. A Buddy would be a silent listener to the calls taken by a Mentor and would either discuss the call afterwards with him or the process trainer to understand the scenario better.

Benefits of Mentor-Buddy System

  • The new employee would get acclimatized to their new working environment faster.
  • The new employee would learn quicker, becoming more efficient on the job.
  • The initial confusion and uncertainty faced by new employees is greatly reduced.
  • Helps with bonding between co-workers.
  • It’s also a Trust building exercise.
  • Team members would take ownership of mentoring their peers, thereby, contributing towards the company/organization.

Depending upon whether you are a new employee or an experienced one, you may want to follow some norms while Mentor-Buddy system is in place.

If you are a Buddy (i.e. new employee)

  • Ask questions: There’s just one way to understand a process more effectively. Ask without fear what you don’t understand.
  • Don’t interfere too much while the Mentor is on call. That might distract them from performing properly on call. Patiently wait for the call to end to ask your questions.
  • Be friendly: More the rapport, more easily you might learn.

If you are a Mentor

  • Don’t be anxious. You need to understand that your buddy is there to learn from you, not judge you.
  • A buddy is not a burden.
  • Be accommodating. Honestly and patiently answer all the queries.
  • Ask them if they understand a procedure that you perceive difficult.

 

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Filed under Call Center Terms