Job Hunt - Questions for you.

Magick1 · #1 07-27-2006, 10:27 PM

The interview process is quite daunting, as I am sure many out here are already aware.

I am trying to get things taken care of and have had 2 very quick interviews for one company.

The same day (I had an interview @ 9am and got a call @ 4:30pm the same day), to discuss the next piece of the interview process.

I call her back, she advises that for this company, they have you come in and they have basically a mock call center and test you, this could be like 1 to 1 1/2 hours.

Any clue how this will work?

The area that I am posting in, I haven't dealt with before so I would not be knowledgeable about their systems, products, etc.

I have to do this Monday afternoon and am kind of stressing it, as I have never encountered anything like this in the past.

Typing tests, multiple interviews, yeah, but a call center test?

HUH?

**Prepoia**[$] · #2 07-27-2006, 10:53 PM

I'm not sure. For one thing, I'd look up everything I can find out about the company. That should help a little.

For some of my teaching interviews, one had me "talk to a parent" in an enactment and another had me write a letter to a parent about their child. No real right/wrong answer....just role playing for situations. That's what this sounds like too.

magenta321 · #3 07-28-2006, 06:30 AM

I had never worked in retail before, but I got "tested" on my understanding of their cash register system. A book test with bubbles to pencil in. I was scared at first, but, honestly, it was so easy. It's an old DOS like program where it tells you at the bottom of the screen what all the buttons do.

Don't call centers usually work from scripts? I don't know what product or service you are providing, but my guess is that any deviations from the script would be directed by the customer, and hopefully the replies would be elsewhere in the script, or instinctual. Just a guess, though. Whatever it is, don't stress.

**Joubert**[$] · #4 07-30-2006, 02:26 PM

Yep, I have an idea on this one. Plan on role playing. They may even put you in a room with a phone and a mystery shopper who plays an irate caller, a confused caller, etc. You'll be recorded and the call center manager will look for vocal dynamics, etc. Product knowledge shouldn't be an issue unless it was specified in the job.

If they don't use live role-plays, you'll likely have to pick selections from a simulated call on screen. It would look something like this (after the greeting part)

You:

a) tell her that you can't transfer her to the supervisor
b) offer to take a message and have her call returned
c) connect the call to the supervisor
d) try again to solve the problem yourself

[Once you answer, there may be a skip pattern, where choosing "A" leads to a set of objection handling issues with anger, "B" has objection handling, "C" starts a new call, etc.

Those are two standard call center interview exercises. If there is any selling (upselling, cross-selling, whatever), you may get asked something very off the cuff like "Sell me this pen" or "Sell me this coffee cup". That lets you off the hook for product knowledge, tests if you can talk benefits instead of features and handle the objections you will no doubt get.

Does that help or did I confuse matters more?

Magick1 · #5 07-30-2006, 08:50 PM

That helped, and possibly freaked me out even more George!

It's for inbound calls, should not really be sales, unless they want to incorporate saving the business (which could play a part, who knows).

Primarily, it deals with 70% brokers/agents and 30% roughly customers calling in on their existing product either wanting info, loans against their products, looking to increase, get info, change addresses, etc.

I think I am getting myself totally worked up about it all. But, it'll be here tomorrow at 3:15 roughly, so wish me luck!

**slick4591**[$] · #6 07-30-2006, 09:22 PM

Good luck to you, Kim!

Magick1 · #7 07-31-2006, 10:20 PM

Whew...that's over!

It's a unique program all done on the computer. You have the verbal skills (listening into the customer) and then an element which would simulate live chat.

I did not have to role play per se, but I had to learn about what I sell, be able to conserve customers, etc.

They just wanted to get a feel for how quickly I catch on, I think and what presentation I would have about saving business for someone wanting to cancel, etc.

Glad it's done.

This was the 3rd part of the job process.

I have had 2 interviews. The first w/the HR rep and then the Department Manager. (We'll get back w/you in a week. They called the next day.)

The 2nd interview with the Department manger again & the Director of the department. We will get back with you in the next week. Had the interview at 9am, had a message on my phone by 4:39 that day.

What a whirl wind. Then, this facet.

They claim that they have another candidate they are doing the 2nd interview with "sometime this week" and hope to make a decision by early next week.

We shall see. I don't even know if they will be able to come in where needed, but I know that they have some awesome benefits and I need out of the place I am at currently.

So, it might be the best of both worlds. At this time, it feels like the planets are lining up ok.

We will see.

Thanks for all of your well-wished, help, advise, etc. It's appreciated.

**theworm**[$] · #8 07-31-2006, 11:21 PM

*emeleel* · #9 08-01-2006, 09:18 AM

Great to hear!

Magick1 · #10 08-01-2006, 10:34 PM

Wow, they must like me, I guess.

They called today & want to talk to me.

**theworm**[$] · #11 08-01-2006, 10:45 PM

Yay!!!!
Of course they like you! What's not to like!!!

Magick1 · #12 08-07-2006, 07:08 AM

They like me...it's quite a pay cut, but I need out of my current situation.

I start with the new place 8/21.

I gave my notice and I think I quite shocked them. They are under a hiring freeze and cannot replace me for who knows how long.

I guess to a small degree, revenge is sweet (not that it's really a big revenge kind of thing, but you know what I mean.)

**lynnzop**[$] · #13 08-07-2006, 08:14 AM

I missed this earlier, but congrats on the new job. As far as the pay cut goes, who knows what doors that will open up. When I came to my present company, I was making less than I'd made as a teenager, but I moved up quickly. I have a feeling you'll do the same.

**theworm**[$] · #14 08-07-2006, 08:34 AM

Congratulations!!!
Don't worry about the money - if you couldn't get by, you wouldn't have taken it, and if you can get buy, your happiness and peace of mind is worth more than the cut. And like Lynn said, there will be more opportunities!

**slick4591**[$] · #15 08-07-2006, 08:38 AM

Glad you found it.

*emeleel* · #16 08-07-2006, 09:02 AM

Yay Kim!

**hadassahchana**[$] · #17 08-07-2006, 10:22 AM

Congrats!

Magick1 · #18 08-08-2006, 05:50 PM

Thanks for the votes of confidence.

I have had a lot of people telling me the company is losing an excellent asset.

It's good to hear, because all my current management team's been doing has been beating me up the last year, belittling me and making me feel like I am not worth the dog do on the bottom of your shoe.

Everyone, even my old brokers I worked with over 1 year ago are asking if there is anything they can do to get me back on their pipelines working their files again because they miss me tremendously.

That helped bring me out of my doldroms (sp).