c an anyone tell me which is the good site wherein i can find call centre interview questions and answers?

Question

call centre interview

Answer 1

Not sure of a site, but I just finished a year working in a call center so I know what they are looking for.

Do you speak clearly & w some authority/conviction?

How do you handle someone who is very angry.?

Are you a patient person?

Are you able to be a bit intuitive if/when someone onlu gives you part of their problem....to figure out the rest?

How do you feel about doing basically the same thing (s) all day every day? About being on the phone all day (sometimes non-stop) ?

Can you convey info of a negative nature without being condescending?

And finally, I was asked to explain a simple process, just like I was doing it over the phone...The process was helping a customer to tie a shoe (they didn't know how) in detail.

You can email me if I can help further, just go to my profile by clicking on the icon/avatar. Good Luck!!

Answer 2

Following may help you in general. Go through it, if you want
Appraisal tips to boost your chances
It's performance appraisal time again, and your ability to showcase your strengths during your appraisal could help you get that promotion at work.
However, most of us find it challenging to articulate our accomplishments in a few paragraphs.

Having been the appraiser as well as the appraised, here are some lessons I have learnt.
Understand your goals
If you have been appraised before, you must review the goals set out for you by your boss last year. Note down your accomplishments in the current year and highlight the goals that have been met. Also note down the challenges that restricted you from meeting some goals.
If you are a new employee and this is your first appraisal, review the job description given to you at the time of joining. If your job description involved achieving a certain sales target, make a note of those months when you exceeded or met the target.
Track your accomplishments
I find it difficult to recall all my accomplishments at the end of the year and find most fellow professionals struggling with the same issue. I recommend that you track your accomplishments on a regular basis.
Create a file or folder and save all those appreciation mails, letters of recommendations or any other awards and certificates you may have received.
You might think this could come across as pompous. However, if your boss leaves the organisation right before the appraisal period, you will have nothing tangible to demonstrate to your new boss.
Develop positive references
If you have been nice to people you work with, you can safely use them as references to validate your professional strengths and accomplishments. Make sure senior members of the organisation are aware of your potential.
While your boss is responsible for the performance discussion, the head of the department or some other senior member usually gives the final go-ahead before stamping a final rating on your performance.
Often, it's not what you know, but who you know that matters.
Make a wish-list
Put together a list of things you want to ask your boss during the discussion. This could include a change in job responsibilities, financial rewards, change of location, tools and resources, etc.
Most professionals regret not having stated their expectations clearly, thinking that it will go against them. Your wish-list is an opportunity for your boss to understand what will fuel you to give your best to the organisation.
You often do get what you ask for. Take your chances.
Identify improvement areas
It's important to be realistic and acknowledge your opportunity areas. Ask a friend at work for candid feedback about how employees perceive you. This will save you from nasty surprises during the discussion. If people around you don't think very highly of you, rest assured your boss would already know the same.
Speak to your human resource manager and ask them if they have a 360 degree feedback system that you can take. This will give you objective feedback from your boss, peers, clients and other stakeholders. Once you identify your weak areas, set an improvement goal with a timeframe and document the same for your boss' review.
Proof read your appraisal document
Once you have jotted down your key accomplishments, strengths, expectations, improvement areas and future goals (in that order), proof read your document at least twice.
Remember, your boss will probably be looking at many such appraisal documents and lack of formatting and spelling errors will not give you any brownie points. Treat your appraisal document like a job application; invest time in making it look good.
The annual review can also be a job interview for a promotion. So prepare for it throughout the year and show your boss you have the qualities that people in higher positions possess.
5 questions you must ask your future boss
People don't leave organisations; they leave their bosses.' This is an old cliche. According to a survey by badbossology.com, almost 71 per cent of employees look for new jobs because of problems with their bosses. A recent Gallup survey of over 1,000,000 employees found that, if a company was losing good people, the biggest reason was their immediate supervisors.
What makes it ironical is that, more often than not, it is your future boss who ends up taking your final interview. And while they try and understand the way you fit in with their teams, it is your responsibility to understand their management style as well. So, when you get an opportunity to turn the tables on them, here are some questions you must ask.
What are your key expectations from team members?
Often, as an answer to this question, most supervisors start by describing traits demonstrated by their favourite employees in the team. This can be a great clue to understanding what it is going to take to get into your boss's good books. If your boss-to-be says he wants team members to take initiative and perform independently, you know he is not going to micromanage and breathe down your neck everyday. If he says that they expect team members to 'go the extra mile' and work hard, you will spoil your impression by trying to sneak out of office early every day.
What does it take to succeed in a role like this?
This question will help you achieve two things. First, it will help you understand the standards your boss expects you to meet. Second, you will come across as someone who is keen on succeeding. You must also ask how success is measures in the team as it depends on a boss's managerial style. For instance, if it's a sales oriented position, will you be rewarded only for exceeding sales, or are there rewards for customer satisfaction, teamwork etc? Try and get specific answers from the employer, as this will be an indication of where you should focus your energies if you intend to take up the job.
Could you tell me more about the composition of the current team?
What you are really asking your boss-to-be is to describe the people in his team. This is a great question to check his or her people skills. You will find out if he or she invests enough time in knowing the team well. Watch out for what is said. Is there pride when he or she speaks about the team? Does the boss know a lot about the team members? Often, a good boss will take pride when describing his or her team, and this will reflect in the tone and enthusiasm. You don't want to work for someone who hardly bothers to connect with you as a person.
What is your personal management style?
Ideally, you would want to know the boss's problem-solving approach and the way he or she manages people and resources. Does the boss have a hands-on approach or prefer to delegate responsibilities? He or she may like to take charge and be in control all the time, or may trust the team completely and simply supervise. This is important to know or you may mistake the boss's enthusiasm to help you as interference with your work.
What has your experience with the company been like so far?
This is a tricky question, as almost every boss will try and give you a positive response. You need to watch out for body language, tone and overall attitude while they describe their experience. If they show indifference or give you a lukewarm response, it is an indication that what they say is just an attempt to get you into the organisation. If they have a smile on their faces and enjoy describing their experience, you shouldn't have any hesitation about working for them.
Even a great job can turn into a bad experience if you don't get along with the person you work for. Asking the right questions at the interview will save you from nasty surprises later.
How to impress your interviewer
Any process of selection, whether to an academic course or to a job, invariably involves one or more rounds of interviews. At the heart of these interviews are question-and-answer sessions designed to evaluate your potential and judge your capability for the role you are expected to assume.
If this interview is to ensure your selection to the B-school of your choice, this is what you need to keep in mind:
Why interviews are held
It may sound simple, but here's the main thing to remember about personal interviews -- the interviewer doesn't know you. He will form an opinion based on everything from what you wear, to how savvy you are about the B-school, to how you express yourself. Doing -- or not doing -- little things you may not even think about can ruin your chances of getting into your dream B-school.
The difference between a GD and PI
The Group Discussion gives the B-school an opportunity to evaluate your team skills. The Personal Interview gives them an opportunity to evaluate your candidature more holistically and see for themselves whether you would fit into their institute and into the profession of management.
Compared to the GD, the PI is more predictable.
In a GD, you are totally at a loss as to whether it will be a case study or a topical discussion. You do not have the faintest clue whether the topic will be factual, abstract or controversial. Even the duration of the GD and the number of people who will participate in it are not undisclosed.
In an interview, though, you can predict which areas you will be questioned on. Therefore, there is simply no excuse for going unprepared for an interview.
In order to systematically prepare for a personal interview, you will first require to identify the areas in which you will be questioned.

Areas of questioning
The areas of questioning can be broadly divided over the following parameters:
Academic/ technical
If you are a fresh graduate, one of the first questions you may face is, "Which is your favourite subject"? You say, "I like Managerial Economics." This is a cue for the interviewer/ interview panel. Questions ranging from the concepts of Utility to that of Giffens to the nature of the parabolic shape of the break-even curve may follow, and you had better be prepared to answer them.
The logic behind asking questions like this is to make sure you have actually understood your concepts in college and to check your attitude towards things you have already done or are doing.
Your favourite subject can be the paper in which you scored the highest marks in college or had done a paper presentation on. It can even be a paper which you think will be a logical extension to your MBA dream. However, whatever subject you choose should really be your favourite subject.
Preparation for this question is like going back to the good old college days. Dig out your old college textbooks and start preparing for the section you will name your 'favourite subject'. Ensure you know all the basic concepts and have the ability to explain them in layman's language to the uninitiated. Why this is your favourite subject and how management will be its logical extension are issues you should be comfortable explaining.
Work experience
People with work experience may be questioned on a range of topics including job content, employer profile, market scenario, their personal achievements, etc. It is important to note that the kind of job you did is far more important than the employer's name.
Broadly speaking, the type of questions can be broadly classified to test your interest, competence and passion with which you take on your work.
Some issues for which you should prepare responses include:
•How your job fit into the business process of the company
•What you have learnt -- categorise into technical knowledge, acquired skills and intangible skills
•Product/ service range, turnover and sales figures, growth rates, future plans, business strategies employed, etc
•Analysis of the respective market/ sector and the present issues facing the market
•SWOT of the competitors
•Any awards, commendations, business achievements, singular feats and how you accomplished those


Ace the Personal Interview
You'd think a personal interview is standard operating procedure to secure admission to a B-school or land that dream job. That it is just an often used standard set of questions thrown at you. That everyone gives practically the same kind of answer to every question.
Well, here's some food for thought.
The interviewer finds out a lot about your personality traits, background, temperament and, eventually, your suitability for the seat/ job from your answers.
If you are looking for admission to a B-school, there are certain things you need to keep in mind.
Extra-curriculars/ Hobbies
First of all, let's understand the difference between an extracurricular activity and a hobby.
Extra-curricular activities can be broadly defined as activities that are pursued formally, apart from your academic or curricular activity. For example, you could have participated in debates, dramatics or some sports along with your formal education.
Hobbies, on the other hand, are activities you are really passionate about and will do anything to follow. In a nutshell, the difference between an extracurricular activity and a hobby is the level of passion involved.
Participation in extracurricular activities and hobbies shows you know how to draw a fine balance between study and fun. It also indicates your recognition of the fact that learning need not only happen through textbooks. For example, participation in football teaches you things about teamwork and leadership that no textbook on earth can.
The interview panel will want to assess if you have a one-track personality or a well-rounded, multifaceted one.
Do some serious introspection over your extracurricular activities and/ or hobbies. Try and formulate answers to the following questions:
•What have I learnt from this activity?
•Is there any synergy between this activity and my chosen profession? If so, how?
•How will I continue with this activity after I start work, when I am faced with time constraints?
•What does this activity/ hobby say about me as a person?
If hobbies are 'things you are really passionate about', it is expected you will brush up your knowledge about them. For example, if you say you are passionate about cricket then you should know things like:
•What a Chinaman is
•Dynamics of the reverse swing
•Different ways in which a batsman can get out
•Formulae for the D/L rule
•Controversy relating to the Kookaburra ball
•Comparing Brain Lara and Sachin Tendulkar's batting styles
•The permissible width of a cricket bat or the weight of a cricket ball
•How many test matches have ended in a tie
•Explain to a layman how a cricket test match is played
General awareness
This area may or may not be touched upon, but if it is, the purpose is to check how alive and sensitive the candidate is to his socio-political and economic ecology. The purpose may also be to check the candidate's maturity and reasoning ability.
At this stage, you should know the difference between General Knowledge and General Awareness.
Knowing the name of the island in which Tokyo is based is general knowledge. Understanding the difference between Fundamental Rights and Directive Principles of state policy is general awareness. To cite another example, knowing the name of the wind blowing across the Alps is GK, while understanding the problems caused by terrorism is GA.
It is a good idea to brush up on your general awareness by going through good national level news magazines and news channels. Try to develop your own perspective on current issues and events. Opinion pieces in newspapers, magazines, television and Web sites will help. You can also read the letters to the editor column in the national daily newspapers.
Career goals
The purpose is to assess whether you have clarity when it comes to your career. They need to know what your motivation is, whether you have given a reasonable amount of thought to your career before choosing it, whether you have your priorities clear, etc.
Preparation for this area of questioning can be very challenging. You can expect queries about your graduate discipline (why did you choose to do arts/ science/ commerce/ engineering) to those about your interest in management and even beyond (such as what specialisation do you plan to opt for in your MBA, where you see yourself five years down the line, etc).
What you need to do is to spend some time thinking:
•What made you choose your undergraduate stream?
•Why (if at all) are you moving away from pursuing higher studies/ career in that field?
•Why are you interested in management as a career?
•When and how did you first become interested in management?
•What specialisation within management would interest you (given your knowledge and inclinations at present)?
•What are your plans after an MBA?
•Where do you see yourself five years down the line?
•Where do you see yourself 10 years down the line?
Personality
This broad area covers almost everything that has been left out in the above areas. The purpose is to allow the panel to form a more holistic picture and consolidate the opinion they may have formed about you through your answers in the other areas.
Personality is an outward manifestation of your character. Personality can be developed or groomed; character is more internal. Thinking on these lines will help you handle questions like:
•What are you like as a person?
•What are your strengths and weaknesses?
•Why do you think they are strengths and weaknesses?
•When have you demonstrated these strengths and weaknesses?
•What are you doing about your weaknesses? (When mentioning a weakness in the interview, always mention the action you are taking to get rid that weakness)
•How do you visualise success? What role does it play in your life?
•Has success changed you in any way? How?
•What are your priorities in life, and why?
•List down the three most important events in your life in chronological order. Please state your reasons for choosing these.
•What is your dream in life?
•Describe a personal or familial crisis that you had to go through in your life? How did you handle the crisis? What special qualities do you think you possess that helped you deal with the crisis?
•Who is your role model? Why?
The key to acing personal interviews lies in doing an objective analysis of what you have done in the past, what you are doing presently and finally what you intend to do in the future. Visualise yourself doing well, practise a lot and success will be yours.

What not to do at a Personal Interview
Most top business schools take into consideration your performance in the written test, Group Discussion, Personal Interview, your academic record, extracurricular activities, and work experience, if any, before selecting you.
A Personal Interview looks at how you react to various situations. It involves thinking on your feet, and helps the interviewer understand your thought process and your attitude.
It carries a weightage of 10-20 per cent in most B-schools. However, most institutes do not reveal the exact weightage accorded to it.
Since the interview is the final step in the selection process, you cannot afford to leave anything to chance. How you perform here could determine whether or not you will be admitted to the institute.
Let's understand the various types of interviews and the etiquette expected of you.
Interview panel
The people who interview you collectively form what is called the interview panel, which normally consists of three interviewers. There could be more than three interviewers too.

These comprise professors who work full-time for institute. Sometimes, the panel may include a psychologist. Of late, some top B-schools are also including an alumnus or industry person in their panel.
Interview duration
It may vary between five and 45 minutes. However, a five-minute interview does not indicate that you have not done well. Similarly, an interview lasting 40 minutes does not indicate that you have done well. What matters is the quality of interaction you have with the panel.
Some management institutes have only one interview; others have two. The first interview is with the panel, and the second, normally with the director or dean of the institute.
Types of interviews
You may face an individual interview or a group interview. This varies from institute to institute. For example, the Mumbai-based SP Jain Institute of Management and Research conducts group interviews.
In an individual interview, you will face a panel and answer the questions put to you. In a group interview, a group of students are interviewed simultaneously by a panel.
In the latter, the questions may be addressed to an individual or to the group as a whole.
Individual interviews can be classified into two types:
•Stress interview
•Non-stress interview
The latter proceeds with questions asked in a normal, business-like manner and the candidate is given enough time to answer the questions. In a stress interview, the candidate is deliberately put under a lot of stress by the interviewers.
Interview etiquette
Besides the way you speak, the panel also observes your overall conduct.
~ Dress code

You are expected to dress formally. Men should wear a freshly ironed formal full-sleeved shirt (no party wear, please), trousers, polished formal shoes (black or brown), a belt and a tie (knotted properly). Do not forget to shave. Use a mild deodorant if you feel the need to. Before you go into the interview room, comb your hair.
Women can wear churidar, sari, or a skirt and shirt. If you have long hair, plait or tie up neatly. Formal shoes apply to you too. Sandals meant for formal occasions are fine too.
~ Entry into the interview room

You may be asked by one of the panel members or one of their assistants to enter the room. Before entering, ask for permission: 'May I come in Sir/Madame?.'
Do not be in a hurry and rush to the table. Greet the panel (using the appropriate time of the day) with a smile. On being asked to sit down, thank them.
~ Sitting posture

You may cross your legs if you wish to. Your arms may rest on the armrest of the chair or on your lap. Sit comfortably.
The folder that contains your certificates and other documents should be kept on your lap, and not on the table. The table belongs to the interviewer(s).
Avoid postures that reflect a casual attitude. For instance, avoid rocking the chair or placing one leg horizontally over the other leg.
~ Language to be used

Speak in English only. Some of us have the habit of mixing English with the vernacular. Avoid doing this. Do not use slang. Use short sentences that convey the meaning of what you wish to say. Avoid complicated sentences.
~ Conduct inside the interview room

Listen carefully and attentively to the questions. If you are unable to comprehend the meaning or hear the question, request the panel member to clarify/repeat the question. Always speak in a slow, measured tone, so that everyone in the panel is clearly able to hear and understand what you are trying to say.
There is no need to spit out the answer to the questions asked. Take a few moments to collect your thoughts and then answer. Maintain eye contact with the panel members at all times. Be pleasant to the interviewers, irrespective of the mental state you are in. Lean a little forward to show the panel that you are interested in what they are saying. D o not lean or rest your arms or elbows on the table.
Though you may feel the need to 'project' yourself to the panel, it helps if you keep it natural.
Try to use these pointers as a reference.