Call Center Hiring Process
BPO company is looking for dynamic individuals who possess the following
qualities to join our team ofsales, collections, customer service and technical support representatives:
*At least 18 years old
*At least 2nd year in college or graduate of any associate's or bachelor's degree
*Excellent English communication skills (oral and written) and comprehension skills
*Willing to work on graveyard or on shifting schedule
*Computer literate
*Has a high level of confidence, energy and commitment to the job
To increase your chances for successful employment, please refer below:
Applicants will be asked to undergo a series of tests to assess comprehension, listening, communication skills, typing and account specific skills (i.e. technical, customer service, sales)Applicants who successfully completed these assessments will undergo a face to face interview with the Company Recruiter before being endorsed to a final interview with the Operations Team. The process will take 4-5 hours depending on applicant traffic volume at the center.Depending on schedules, the Operation's interview may be set later in the evening or on succeeding days. You Company recruiter will inform you the date of your schedule interview.
7 Steps of the Hiring Process:
1. Initial screening
In this step, you will be asked basic questions like your name, age, birthday, current location,if you have past application with the company or how did you know about the company hiring. Pls. refer on the websites listed:
http://www.apaccustomerservices.com/
http://www.ncogroup.com/
http://www.jpmorganchase.com/
http://www.egscorp.com/
2. Profile creation
In this step, you will have online interview and will be ask general questions with regards to resume, past experiences and questions about yourself. Will simply create a profile or resume on the company website.
3. Communication skills assessment (Panel)
In this step, you'll be having the interview with several applicants, usually, only one or two will be accepted. But don't lose hope! The questions are just simple like "What is customer service representative?" "What is technical support representative?" "What is sales representative?" and questions individually. After answering the two questions above, you're interviewer will pick a number for you with corresponding question. Mine were, "if you will date a male celebrity, who would that be and why" "What can you say about BPO?"Hahah!!! I heard him asking my co-applicants like,"What can you say about HIV in the Philippines?""What is the essence of being a woman?" and "What can you say about the death penalty?""What is the biggest problem in our community with regards to quality of education?"and etc. These questions are really not account specific questions but they are really important too as they will chek for your vocabulary and grammar. So you must be careful with the words that you will say. Better take time first before answering but not long enough as interviewer seeks real-time answers! You'll be graded with your grammar and communication skills and will send you to step 4 if you passed. Make sure to make your answers long and direct to the points as you are graded with you comm.skills.
4. Personal Interview
This is an interview where the questions are related to your resume and qualifications for the job. The job you are applying for, the qualities or job description and how can you prove that you have those qualities. You will be asked about your personal info as what you have written in your resume and past experiences, education,your behaviors towards work,your objectives and "tell me something which is not written in your resume".
5. Computer based test or online examination
With this test, you will have to take one to two hours in front of the computer. Will take hearing test where there will be call simulation, English grammar, American States, math, logic, behavioral, computer knowledge, typing exam and account specific questions. Don't rush the examination and read them carefully.
6. Final interview
After successfully passing the first five steps, you'll be provided a form, schedule slip and a map where you will gonna have the final interview as it might be in a different site. Don't worry about the final interview as it is much easier than the previous interviews! The questions I recall are: "If you will die tomorrow and you only have 24 hours to live and will talk to only one one person,who would that be and why?""What do you know about the company?""What is CSR, TSR Sales Rep means to you?""What are their qualities?""How can you be an asset to the organization?""What motivates you to wake up in the morning?""What are your long term and short term goals?""Who are you after 2 years?""What do you know will be the next step after this?""What will makes you stay and leave company?""Why should I hire you?""What can you contribute to the company?""How can you measure success?""Do you have question for me?"and etc.Be sure to ask question as your interviewer will know if you are interested to know about their products and services.
7. Background check
There will be background check to be conducted as part of the hiring process where you will be waiting in the lobby while they will go to your house and ask them how long you've been there,your parents or personal info which are written in your resume. You are required to put you previous employer's contact numbers and three character references. Some are pending in signing the last step which is contract signing when they failed to pass background check or wasn't able to contact character references.
8. Contract signing
After all the nervousness and excitement from previous steps, your last step to success will be the contract signing! Congrats! (Pls. read "Requirements" below as you should complete them first before you can sign the contract.) In this step, contract will be discussed my the recruiter, as well as scheduled training, location and everything you must know including salary and deductions.
Reapplication
Applicants who do not make it on the first try are welcome to re-apply after 3 moths or 90 business days from the date of appliction.All applicants are encouraged to visit the following sites and take some practice tests to be better prepared for re-assessment.
English Grammar Tests:
http://www.englishjet.com/english_courses_files/tests.htm
Listening Test:
http://www.esl-lab.com
Typing Tests:
http://www.typingtest.com
http://www.powertyping.com
Preparing for a Successful Career as Call Center Agent
All successful candidates who are considered for call center agent positions will be asked to sign the contract upon completion of the ff. requirements:
1. NBI clearance issued within 6moss 2. 3 valid character references 3. Photocopy of NSO birth certificate 4. Photocopy of valid ID (with picture and signature) 5. Photocopy of SSS form/ID 6. Photocopy of educational attainment: Any of the ff: Xerox of T.O.R., Xerox of True Copy of Grades, College Diploma, Certificate of Enrollment from the School
Call Center Agent Training Information:
Call Center Agent Training has Two Phases: Foundation Training which normally lasts for 6 working days and Product Training which runs from 2 weeks to 4 weeks depending on the account that you will be joining.Product training also covers A-Bay where .agents are asked to take live calls. This is the stage prior to training graduation and becoming full-pledge call center agent. Don't worry as training are paid and will have the same salary as a real agent on the floor.
Hope this will help! All the best! :)Will also post a blog for HELPFUL POINTERS FOR JOB INTERVIEWS :)
qualities to join our team ofsales, collections, customer service and technical support representatives:
*At least 18 years old
*At least 2nd year in college or graduate of any associate's or bachelor's degree
*Excellent English communication skills (oral and written) and comprehension skills
*Willing to work on graveyard or on shifting schedule
*Computer literate
*Has a high level of confidence, energy and commitment to the job
To increase your chances for successful employment, please refer below:
Applicants will be asked to undergo a series of tests to assess comprehension, listening, communication skills, typing and account specific skills (i.e. technical, customer service, sales)Applicants who successfully completed these assessments will undergo a face to face interview with the Company Recruiter before being endorsed to a final interview with the Operations Team. The process will take 4-5 hours depending on applicant traffic volume at the center.Depending on schedules, the Operation's interview may be set later in the evening or on succeeding days. You Company recruiter will inform you the date of your schedule interview.
7 Steps of the Hiring Process:
1. Initial screening
In this step, you will be asked basic questions like your name, age, birthday, current location,if you have past application with the company or how did you know about the company hiring. Pls. refer on the websites listed:
http://www.apaccustomerservices.com/
http://www.ncogroup.com/
http://www.jpmorganchase.com/
http://www.egscorp.com/
2. Profile creation
In this step, you will have online interview and will be ask general questions with regards to resume, past experiences and questions about yourself. Will simply create a profile or resume on the company website.
3. Communication skills assessment (Panel)
In this step, you'll be having the interview with several applicants, usually, only one or two will be accepted. But don't lose hope! The questions are just simple like "What is customer service representative?" "What is technical support representative?" "What is sales representative?" and questions individually. After answering the two questions above, you're interviewer will pick a number for you with corresponding question. Mine were, "if you will date a male celebrity, who would that be and why" "What can you say about BPO?"Hahah!!! I heard him asking my co-applicants like,"What can you say about HIV in the Philippines?""What is the essence of being a woman?" and "What can you say about the death penalty?""What is the biggest problem in our community with regards to quality of education?"and etc. These questions are really not account specific questions but they are really important too as they will chek for your vocabulary and grammar. So you must be careful with the words that you will say. Better take time first before answering but not long enough as interviewer seeks real-time answers! You'll be graded with your grammar and communication skills and will send you to step 4 if you passed. Make sure to make your answers long and direct to the points as you are graded with you comm.skills.
4. Personal Interview
This is an interview where the questions are related to your resume and qualifications for the job. The job you are applying for, the qualities or job description and how can you prove that you have those qualities. You will be asked about your personal info as what you have written in your resume and past experiences, education,your behaviors towards work,your objectives and "tell me something which is not written in your resume".
5. Computer based test or online examination
With this test, you will have to take one to two hours in front of the computer. Will take hearing test where there will be call simulation, English grammar, American States, math, logic, behavioral, computer knowledge, typing exam and account specific questions. Don't rush the examination and read them carefully.
6. Final interview
After successfully passing the first five steps, you'll be provided a form, schedule slip and a map where you will gonna have the final interview as it might be in a different site. Don't worry about the final interview as it is much easier than the previous interviews! The questions I recall are: "If you will die tomorrow and you only have 24 hours to live and will talk to only one one person,who would that be and why?""What do you know about the company?""What is CSR, TSR Sales Rep means to you?""What are their qualities?""How can you be an asset to the organization?""What motivates you to wake up in the morning?""What are your long term and short term goals?""Who are you after 2 years?""What do you know will be the next step after this?""What will makes you stay and leave company?""Why should I hire you?""What can you contribute to the company?""How can you measure success?""Do you have question for me?"and etc.Be sure to ask question as your interviewer will know if you are interested to know about their products and services.
7. Background check
There will be background check to be conducted as part of the hiring process where you will be waiting in the lobby while they will go to your house and ask them how long you've been there,your parents or personal info which are written in your resume. You are required to put you previous employer's contact numbers and three character references. Some are pending in signing the last step which is contract signing when they failed to pass background check or wasn't able to contact character references.
8. Contract signing
After all the nervousness and excitement from previous steps, your last step to success will be the contract signing! Congrats! (Pls. read "Requirements" below as you should complete them first before you can sign the contract.) In this step, contract will be discussed my the recruiter, as well as scheduled training, location and everything you must know including salary and deductions.
Reapplication
Applicants who do not make it on the first try are welcome to re-apply after 3 moths or 90 business days from the date of appliction.All applicants are encouraged to visit the following sites and take some practice tests to be better prepared for re-assessment.
English Grammar Tests:
http://www.englishjet.com/english_courses_files/tests.htm
Listening Test:
http://www.esl-lab.com
Typing Tests:
http://www.typingtest.com
http://www.powertyping.com
Preparing for a Successful Career as Call Center Agent
All successful candidates who are considered for call center agent positions will be asked to sign the contract upon completion of the ff. requirements:
1. NBI clearance issued within 6moss 2. 3 valid character references 3. Photocopy of NSO birth certificate 4. Photocopy of valid ID (with picture and signature) 5. Photocopy of SSS form/ID 6. Photocopy of educational attainment: Any of the ff: Xerox of T.O.R., Xerox of True Copy of Grades, College Diploma, Certificate of Enrollment from the School
Call Center Agent Training Information:
Call Center Agent Training has Two Phases: Foundation Training which normally lasts for 6 working days and Product Training which runs from 2 weeks to 4 weeks depending on the account that you will be joining.Product training also covers A-Bay where .agents are asked to take live calls. This is the stage prior to training graduation and becoming full-pledge call center agent. Don't worry as training are paid and will have the same salary as a real agent on the floor.
Hope this will help! All the best! :)Will also post a blog for HELPFUL POINTERS FOR JOB INTERVIEWS :)
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