sample resume call center philippines

8 Call Center Resume Samples & the Skills to Include [Templates]

Published: May 15, 2023

Applying for a new job is always nerve-racking. What if they don't like me? What if I'm overdressed for the interview? What if I hand in the wrong cover letter?

Some mistakes and mishaps during the application and interview process are out of your control. However, your resume is entirely in your hands, and there are steps you can take to make it the best it can be.

In this post, we'll give you tips on what a call center resume should look like. Then, we'll provide resume examples you can use to optimize your application.

Table of Contents

Call Center Resume

Call center resume examples & templates.

• Customer Service Resume Summary

Call Center Resume Objective

Call center resume skills.

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Your resume is the first thing potential employers will see when considering you for a call center role.

This one sheet should showcase your qualifications, experience, and skills clearly and concisely. Your resume is also an opportunity to highlight any relevant achievements or accomplishments that make you a standout candidate.

Just like any resume, make sure you include the following sections when on the hunt for your next call center gig:

• Your name and contact information.
• Your education.
• Relevant work experience.
• Helpful Skills.
• Relevant non-work experience if you're new to the job market.

In the next section, we'll discuss more specific templates you can leverage based on your skill set and the open role.

These templates will help you better understand how to craft a strong resume that will grab the attention of potential employers. Consider the role you're applying to and find the example below that most closely aligns.

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Let's dive in.

1. Bilingual Call Center Agent

This sample resume highlights an employee with call center experience. The fictitious Michael Lopez makes his experience in the field clear by adding it first thing, right below his name.

The bold title reads, "Call Center Pro with Inbound & Outbound Experience" and is impossible to miss. Remember: Having a strong title that outlines your lengthy experience will give employers a reason to continue reading your resume.

Additionally, Michael adds, in bold, that he's bilingual and the languages in which he is fluent.

What We Like

This resume quickly calls out what makes the candidate valuable — his language skills. This will be a plus for employers, as multilingual call center agents provide added value to global companies.

2. Call Center Agent With Strong Highlights

This sample resume shows the fictitious Natalie Hill's call center experience. The majority of her resume features her professional expertise and the skills she's acquired. This shows employers that she's someone that doesn't require extensive training or supervision.

Before her experience, she added her highlights. Placed in brief bullet points, they easily catch the eyes of employers and show off all her traits, skills, and knowledge in one quick section.

3. Call Center Agent With No Experience

This sample resume highlights a candidate with no actual call center experience. However, the well-structured resume shows they have what it takes to handle the position.

The fictitious William Morrison states that he has a background in customer service and discusses his transferable skills to a call center.

Besides his previous positions, he notes the tasks he completed directly related to a call center position. This shows William has similar qualifications as someone with direct experience at a call center.

The candidate leverages his transferrable skills and calls out specifically how they connect to the call center position. Instead of letting a lack of industry experience be a setback, William turns that into an asset.

4. Ecommerce Customer Service Representative

Ecommerce companies have slightly different needs for their customer service teams. Their call center representatives need to be tech-savvy and able to troubleshoot product issues from a remote location.

Additionally, these representatives need excellent interpersonal skills, including the ability to communicate resolution steps clearly to customers. Most businesses in this industry look for applicants who are detail-driven and proficient writers.

In this example, the applicant lists her skills near the top of the resume. Notice how the first ones are mostly technical or related to the candidate's writing ability. Employers tend to skim resumes, so it's important to put the most relevant information near the top.

Since the candidate is applying for a more tech-savvy role, they put their technical skills right at the top of their resume instead of burying them further down. This makes it easier for employers to quickly see they're a fit for the role.

5. Analytical Resume Template

A clean resume is perfect for someone who is very organized. If you're methodical and live for structure, consider using this template.

This template will show how organized you are, which is a great quality for someone working in a call center. Your employer can get a peek at how organized and meticulous you'll be in your daily tasks and records of customer interactions.

The care taken with the design and detail in this resume illustrates the candidate's strong organizational skills.

6. Creative Resume Template

This resume template, designed by Federica Procaccino , is a great choice for a call center agent with a background or interest in design.

The document communicates that person is a visual learner, loves doodling, and has a knack for color coordination.

This infographic-style template is perfect for your love of visuals and creativity.

This resume will show employers that you can easily find creative solutions that may be more difficult for the average person to conceptualize.

7. Minimalist Resume Template

This sleek resume template, designed by Raka Caesar, is perfect for a minimalist call center agent. You're someone who enjoys the simple things in life, like clean structures, neutral colors, and bullet journaling.

Rather than a very wordy resume, your resume leverages simplicity. Small icons and brief phrases show you are low-maintenance, calm, and collected. This is the perfect resume to show off how level-headed you would be as a call center agent.

Unruffled by frustrated customers or high tempers, you would handle these emergencies with ease and grace.

This clean design mirrors the candidate's demeanor and approach to problem-solving. It's not overly complicated and takes a simple approach — a much-needed skill for communicating solutions to customers.

8. Extroverted Resume Template

This fun, colorful resume shows off your extroverted side. You're someone who's very outgoing, has a colorful personality, and probably enjoys a good photo shoot.

This template is perfect for someone who wants to include their own photo on their resume. Also, there's a long "About Me" section where you can summarize your personal and professional sides.

This template is wordier, so if you have a lot to say to describe yourself, this is the one for you.

This resume is great for candidates with extensive experience that they'd like to share. There's plenty of room to let recruiters get a better sense of how you can be an asset to their team.

Whether you choose to use one of the templates above or to start from scratch when making your own resume, there are some essential elements you should include, such as a summary, objectives, and skills.

We'll get into each of these below.

Call Center Resume Summary

Whether you're seeking an entry-level or executive position, including a concise summary at the beginning of your resume is crucial.

A well-crafted summary, typically consisting of two to four sentences, introduces your candidacy, encapsulates your relevant experiences, and highlights your unique value proposition to prospective employers.

Doing so provides a quick snapshot of your qualifications, making it easier for hiring managers who scan resumes to identify your strengths and potential fit for the position quickly.

An effective summary should provide a clear overview of your professional background while highlighting why you are a strong fit for the organization.

Doing so will showcase your qualifications and illustrate how your expertise aligns with the organization's needs.

Customer Service Resume Summary Examples

Below are a few examples of customer service resume summaries to help you craft your own.

1. Experienced Support Rep

When applying for any position, it helps to showcase your experience performing in that role. Below is an example summary you can refer to from my colleague's application for the HubSpot Support team.

"Experienced customer service rep seeking a support position with an expanding tech company. Possesses a bachelor's degree in marketing communications and has over three years of experience in customer service roles. Highly skilled communicator who meets deadlines and ensures customer satisfaction."

2. Bilingual Service Rep

Communication is key in customer service, and being able to communicate with people from all over the world makes you a much more attractive applicant.

If you can speak two or more languages, include that skill in your summary to distinguish yourself from other candidates.

Here's an example from Cover Letters and Resume of an applicant who speaks both English and Spanish:

"Friendly and outgoing Customer Service Representative with 8+ years of experience, looking to increase the customer experience at the ABC Company. Expert in taking and entering orders, managing accounts, and resolving complaints. Familiar with the processes of customer needs assessment, quality standards for services, and customer retention. Bilingual: English/Spanish."

3. Skilled Customer Service Rep

When it comes to customer service, some companies are more concerned with the candidate's soft skills than they are with their technical or product knowledge.

Soft skills like active listening and emotional intelligence can be much harder to teach than using or troubleshooting a product.

Take a look at this summary from Indeed that highlights the applicant's ability to build meaningful relationships with customers:

"Energetic Customer Service Representative with 3+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement."

4. Call Center Team Lead

As a team lead, you're responsible for managing employees and meeting deadlines set by the call center manager. This requires strong communication skills as well as the ability to plan and execute campaigns.

When applying for this role, your summary should indicate you're an organized, goal-oriented worker capable of meeting deadlines.

Here's a good example of a team lead summary provided by myperfectresume.com :

"Results-oriented Team Leader with expertise in invoicing, document control, and financial reporting. Effective at managing diverse [teams] to accomplish business goals. Detail-oriented and efficient, with strengths in both project and time management."

5. Call Center Manager

As a call center manager, your summary should highlight your team-building skills and ability to meet goals.

In this example from Day Job , the candidate does this by showcasing her ability to problem-solve and provide others with constructive feedback.

While this summary may be a little long for some recruiters, it demonstrates the applicant's potential value to the company.

"A goal-oriented and flexible Call Center Manager who can accept constructive feedback and then rectify any shortcomings. Maxine is super energetic with a passion for not just achieving but exceeding targets. She can demonstrate a stable career history and has a proven track record of winning new business and driving sales revenue. She is keen to join a company that offers exciting career opportunities and promising earning-potential for hard-working, driven professionals."

To increase your chances of success when applying for a call center job, you must clearly communicate your career goals. Consider including a section outlining your short-term objectives directly below your summary.

By doing so, you can demonstrate your interest in the position and provide context for how this opportunity fits into your overall career trajectory. Here is a list of recommended objectives for your call center resume.

1. To build lasting relationships with customers.

Right off the bat, you want to show your employer that you won't be impersonal, scripted, or rude. You want to work in this position because you love connecting with customers and guiding them through problems.

"Searching for a Call Center position to leverage my verbal communication and problem resolution skills to build lasting relationships with customers."

2. To solve customer problems in creative ways.

This one is similar to the previous one in that you're highlighting the role's primary purpose: connecting with customers.

However, if you're a creative thinker who's passionate about problem-solving, this is a good way to demonstrate what you have to offer while simultaneously calling out what you're looking for in a role or workplace.

"Searching for a call center role that enables me to think out of the box and leverages my creative problem-solving skills to delight customers and increase customer satisfaction."

3. To help organizations grow with higher retention, up-sells, and cross-sells.

It's easier to sell to someone who already knows your brand and has purchased from you before. In addition, it's very possible that the issues customers want to solve are easily rectified with add-ons or premium offerings.

With that in mind, a call center rep's primary focus is on handling customer issues and solving problems, but there's always an opportunity for cross-selling and upselling.

To call this function out in your objective signals to potential employers that you're growth-minded.

"To work effectively with the call center team at [company] while improving customer satisfaction, retaining customers, and helping to increase the company's revenue through up-sells."

4. To work in a fast-paced environment.

Tell them right away that you're both prepared for and looking forward to the brisk day-to-day life of a call center agent. This is a major plus for employers.

They can feel confident that you're ready to take on the challenge and work in a position that requires constant communication.

"Seeking a fast-paced, challenging role that keeps me sharp where I can demonstrate my ability to problem solve under pressure."

5. To further existing experience working with customers.

If you've worked in a call center before, great! You're already halfway there. This objective will clearly relay that you have experience and are still trying to gain more.

Even if you haven't worked specifically as a call center agent, it's helpful if you have any experience in customer service, support, or success.

"Utilize my experience with [skill] to ensure proper customer interactions with [company], while offering them the in-depth [topic] knowledge I have to assist with any problems they encounter."

6. To use my problem-resolution skills to turn unhappy customers into brand advocates.

If you're skilled at managing unhappy customers, this is the objective to choose.

You're demonstrating your level of comfort with what can be seen as a difficult job and painting a picture of what the hiring manager can expect if they choose you: happy customers who will sing praises about the brand.

"To use my strong interpersonal and problem resolution skills to prevent customer churn, converting unsatisfied customers into brand advocates."

7. To gain insight into the industry.

Call out the specific industry the company is working in, whether it be tech or retail. This will show that you've done your research on the company.

In addition, it'll show you're learning about more than just your specific team but also about the entire company's mission.

"To broaden my knowledge and gain insight into [industry/topic] to better contribute to [company] key initiatives."

8. To be challenged in navigating computer systems.

Show your potential employer that you're ready to be challenged. They love someone who has a fresh perspective and energy to bring to the table.

Additionally, they'll love that you're interested in learning as much as possible about call center software, as this is an important part of your position. This could help you be successful as both a call center rep and a technical rep.

"Seeking a role where I can broaden my knowledge of call center operations and call management systems to improve workflows and increase customer satisfaction."

After listing the key objectives you're trying to achieve, you can highlight the skills and knowledge you have that will make you a key asset to the company. This is your chance to show off why you're an ideal candidate.

1. Outstanding Communication Skills

Effective communication is a critical factor in achieving success in the call center industry.

As a call center representative, you will be required to actively listen to callers, ask thoughtful questions to understand their issues, and communicate solutions effectively.

Additionally, you must be able to think on your feet, go off script, and respond appropriately to customer complaints. Therefore, it's imperative to highlight your communication skills prominently in your resume.

Employers want to hire someone who doesn't need constant reassurance on how to respond to a customer and can effortlessly communicate.

How to Improve This Skill

• Learn as much about your company's customer protocols as possible, and keep them handy. That way, you're not scrambling to figure out what to do next while on the phone.
• Summarize the key points you discussed during your call with the customer to ensure you're both on the same page and prepare them for the next steps.

Pro tip: Highlight your ability to listen and communicate effectively to solve customer problems based on your past experiences.

2. Learning Proficiency

To excel in a customer service role, you must have a comprehensive understanding of the product you're supporting.

While it may not be realistic to expect a complete mastery of the subject matter from day one, you'll need to be proactive in learning and finding answers.

Effective training, coupled with attention to detail and an ability to retain information, can help you quickly develop the knowledge needed to provide exceptional customer support.

By prioritizing ongoing learning, you can position yourself as a valuable asset to your team.

• Take notes during your training. Consider what you need to know to complete each task and break each module into smaller steps.
• Leverage outside sources like video tutorials and online lessons to supplement your knowledge and skill up.
• Don't be afraid to ask questions.

Pro tip: Include any additional certifications or credentials you have pursued as part of your self-development journey to highlight your proficiency in learning.

3. Problem-Solving and Troubleshooting

Customers are going to call with issues. Some of them you'll know how to fix, and some of them you won't. For the latter, you'll need to develop a process for diagnosing their issue and determining how to fix it.

You'll need knowledge of your organization's system and the ability to detect issues using the process of elimination.

Effective problem-solving requires logical reasoning, as well as the ability to communicate clearly and empathetically with the customer. By honing these skills, you can become a more effective customer service representative.

• Get familiar with your company's knowledge base to help you assist customers with their inquiries.
• Roleplay using hypothetical issues a caller may have that aren't explicitly covered in your training. Work through how you would solve it.

Pro tip: Instead of stating that you can problem-solve, provide specific examples of how you have used these skills to solve challenges in your past roles. For instance, you could mention how you documented a standard process and increased customer satisfaction by 25%.

4. Close Attention to Detail

When working directly with customers, you need to pay close attention to detail.

Customers will be reaching out with specific problems, questions, and concerns. You must pay attention to the details and ensure you're offering up the correct solution.

Additionally, misspellings and grammatical errors are a sign of unprofessionalism and will deter employers from trusting you.

By prioritizing attention to detail in all aspects of your work, you can demonstrate your commitment to providing exceptional customer service.

• Listen to live calls for practice and see if you came up with the same solution your colleague did. If listening to your own calls, find what could be improved. Did you miss an important detail? Did the caller have to repeat themselves?
• Use typing tests to improve your speed, accuracy, and data entry skills.

Pro tip: A great way to demonstrate your attention to detail is by presenting a well-structured, error-free resume. Take the time to proofread your resume thoroughly, and consider enlisting the help of a friend, colleague, or family member to review it before submission.

5. Strong Organizational Skills

Call center agents are required to keep a record of all customer interactions. Since agents speak with several customers daily, it can get confusing to remember which customer had which problems.

If you keep to-do lists, budget spreadsheets, or other records, add these skills to your resume.

• Get comfortable with recording thorough notes in your CRM or ticketing systems.
• Finish recording all pertinent information about the customer and their inquiry into your tracking system before moving on to the next call. This decreases the chance that you'll forget details.

Pro tip: Highlight any relevant software or tools you have used to streamline your work processes and enhance your organizational skills.

Customers expect to be heard, appreciated, and valued, especially if they're having an issue and reaching out for support. As a result, one important aspect of providing customer service in a call center is doing so with empathy.

Treating the customer like another number (or worse) is a surefire way to impact the experience negatively.

• Put yourself in the customer's shoes. How would you like to be spoken to?
• Start by apologizing for the difficulties they are experiencing and express that you will work to resolve the issue. This lets the customer know that you care.

Pro tip: Mention any volunteering or social service work you have done to demonstrate empathy.

7. Ability to Stay Calm in Emergencies

Something that's underappreciated in the industry is an employee who can remain level-headed. When working closely with customers, it's easy to end up in tough situations with unhappy or angry customers.

The worst thing a call center agent can do is panic. Proving that you are calm in even the worst of scenarios will be a major boost in employers' eyes.

• Be confident. Remember that you are the expert, and the customer is looking to you for guidance.
• Allow the customer to vent. Letting an angry caller get their frustration out at the onset of the call allows you to calmly solve their issue and signals to them that you are listening.

Pro tip: Avoid just mentioning, "I can stay calm in emergencies" in your resume. Instead, provide a specific example of when you had to work under pressure. Then describe your actions and the results.

8. Persuasive Selling

A big part of working on the frontlines is directly selling products or services to customers. You will be the voice that customers hear, and what you say matters.

Thus, companies want to hire call center agents who can sway prospects toward making purchases or buying upgrades.

They don't want someone deceitful, but if you strongly agree that the products or services will improve your customers' lives, you should be able to relay that confidently.

• Know what products would work for a particular customer's needs or pain points. Get familiar with what problems your products solve so that you can suggest them to customers who could benefit from them.
• Get comfortable hearing the word "no." Rejection can be intimidating but, just look at sales as another avenue for you to solve for the customer.

Pro tip: Present references (letters of recommendation) from former employers emphasizing your persuasion skills.

Create Your Resume With Confidence

Now that you've got a game plan, it's time to put in the work. Crafting a strong resume highlighting your relevant skills and experience can help you stand out from the competition and increase your chances of landing your desired position.

Consider using the templates and examples above as a starting point, or create a unique resume that reflects your personal experience.

Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.

Don't forget to share this post!

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Resume templates to create a killer resume for your job application.

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

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7 Call Center Representative Resume Examples for 2024

Call Center

Best for careers that encourage creativity.

Browsing for creative resume templates? In graphic design, photography, or event planning? Make a statement with this modern resume.

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Like this template? Customize this resume and make it your own with the help of our Al-powered suggestions, accent colors, and modern fonts.

• Call Center Representative Resumes
• Call Center Resume by Experience
• Call Center Resumes by Role

You’d think that  crafting resumes  and writing cover letters would get easier as you progress through your career. Unfortunately, that’s not the case. Entry-level and experienced call center representatives alike struggle with  generating successful resumes . 

Expanding on limited experience or condensing decades of work to fit one page is not an easy task, so that’s where we come in. 

We’ve taken the time to analyze hundreds of resumes from call center representatives  and used analytic tools to determine what does (and what doesn’t) land applicants interviews in 2024. 

We’ve  generated seven call center representative resume samples to help you land your next call center job using this analysis . 

Call Center Resume

or download as PDF

Why this resume works

• Utilizing numbers strategically on your call center resume will allow you to convey more information in a smaller amount of space instead of describing your experience with words alone.
• Avoid filler words and use numbers as often as possible.
• When do you need a resume summary? They’re helpful in setting you apart from the competition if you boast 10+ years of expertise in your field and have specializations you can showcase.

Call Center Representative Resume

• To avoid instant elimination from the sea of applicants, ensure that your call center representative resume includes relevant skills. Check the job description, look for key skills and talents, and have them on your resume. 
• Resumes are frequently processed by applicant tracking systems (ATS) before they reach hiring managers. Call center resumes at this stage with skills that are not specifically pre-selected by hiring teams will never be seen by people. Instead, they’re automatically rejected. 
• When an employer reads your resume, they should instantly know that you’re extraordinary. Present yourself as confident, capable, and goal-oriented by demonstrating your value and that you understand the job responsibilities. 
• What makes recruiters want to interview you? The numbers!
• Pretend for a moment that you’re an employer charged with bringing on an exceptional new team member. Review your current resume and see what you think.

Entry-Level Call Center Representative Resume

• When you’re looking to make your first break into a career, it can feel impossible to craft a compelling entry-level call center resume. How do you demonstrate your job capabilities when you have limited prior experience, irrelevant experience, or no job experience? 
• The most important thing you can do is demonstrate the key skills and responsibilities highlighted in the job description. 
• If you have some relevant prior experience, make sure it features prominently in your work experience sections and quantify your work in each role. 
• If you have irrelevant job experience, you can still highlight relevant skills and responsibilities. For example, if you’re looking for a job as a call center representative, you can highlight soft skills like “friendly” or “empathetic.” 
• If you do not have any work experience, remember that you can detail school projects (perhaps ones that required great communication or leadership), volunteer experience, or extracurricular activities that required relevant expertise. 
• When do you need a resume objective? They’re more important if you’re looking for a career change. They’re also helpful if you’re a little light on experience and need to fill up space.

Call Center Agent Resume

• Also, remember to weave in your software skills such as Salesforce to give your call center agent resume an edge and put you ahead of the rest.

Call Center Customer Service Representative Resume

• You can borrow a leaf here by composing your piece to highlight big achievements and matching them with realistic numbers.

Call Center Manager Resume

• Increased work responsibilities demonstrate growth and personal development, showing potential employers that you will continue to become more valuable to the company over time and increasing the chances of being contacted for an interview. 
• Though you may value an internship you completed 15 years ago, it’s no longer relevant to your resume. Only include the most recent (and related) jobs you’ve held, and save an anecdotal tidbit about your internship for the interview. 
• When you have years of experience, your managerial resume may become denser. Ensure that hiring managers read the most important expertise on your resume by listing it in reverse-chronological order. When your most recent work experience is listed at the top, we’ve found that employers are twice as likely to request an interview. 

Outbound Call Center Resume

• At a minimum, you should demonstrate your capacity to handle high call volumes, ensure customer satisfaction, and achieve or exceed sales targets. You’ll make yourself an even more compelling job candidate if you highlight how you boosted efficiency for yourself and your co-workers.
• Mentioning command over popular customer service software tells employers that you’ll require less job training and may be able to train other staff members on new software programs. 
• Your resume won’t look the same for every application.
• Try reorganizing, quantifying, and using an active voice throughout your resume. Then check your resume to make sure you get interviews using our  resume checker .

Related resume guides

• Sales associate
• Customer service
• Sales Representative

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How To Pass Call Center Interview (With Sample Questions and Answers)

The country’s BPO (Business Process Outsourcing) industry is continuously growing and shows no signs of stopping anytime soon. Thousands of Filipinos are working as call center agents since the job usually comes with benefits and offers a high starting rate than most jobs in the Philippines.

Are you one of the Filipinos who aspire to work as a call center agent? Read this guide to prepare better and eventually pass any call center interview. 

Note : This article was created in collaboration with Sheina Mendez, the vlogger behind the popular YouTube channel, Kwestyon , which aims “to help call center applicants ace their job interview, improve their call handling skills, and survive their call center life.”

Related: How to Become a Call Center Agent in the Philippines: An Ultimate Guide

Table of Contents

How to prepare for a call center interview: 5 tips, 1. dress well.

Make sure that you look presentable when you show up for the interview. Follow the required dress code and ensure you pick professional clothes that fit you well and feel comfortable.

Moreover, please refrain from wearing strong perfume as some interviewers might find it repulsive.

2. Mind Your Behavior and Body Language

Always be on your best behavior during interviews. Try not to make it obvious if you’re feeling nervous or uncomfortable. Practice having the correct posture when walking, sitting, or standing because it can help you build confidence.

Train yourself not to be too conscious about your answers. You must not be tense so that your answers will naturally flow. Remember to maintain eye contact during the interview and keep a smile on your face.

You should look confident, composed, and at the same time, approachable during the interview.

3. Polish Your Grammar and Pronunciation

Read articles and books to help you determine the correct uses of verbs, tenses, and more. You can also learn how to pronounce words correctly through Youtube tutorials and online dictionaries.

Once you’re ready, there are various quizzes and exams that you can take to reinforce everything that you’ve learned. 

Furthermore, reduce stuttering when speaking. Try speaking slowly so you can pronounce the words correctly. You may record yourself when practicing speaking and look for words or phrases you have trouble pronouncing.

If you want to improve your pronunciation and avoid some common mistakes (e.g., the word “of” must sound like it has a “v”), watch the video below:

Aside from the pronunciation of words, the intonation or “tone” of how we say them also matters. For this reason, it’s important that you master the proper intonation for expressing different types of sentences. For example, if you’re asking a question, it must be clear that your tone is rising. 

Please refer to the video below for more tips on improving your intonation.

4. Learn How To Perform Well Under Stress

Handling angry customers is certainly not a walk in the park. However, if you work on maintaining composure and staying alert even under stress, you’re the perfect person for the job.

5. Study About the Company and Job You’re Applying For

Before the interview, research as much as you can about the company you’ve applied to. Learn more about its history, important milestones, what it’s like working for them, and what they’re known for. Note that the company’s website and job posting will give you valuable information, so don’t forget to check them out 1 .

Sample Call Center Interview Questions and Answers

1. tell me something about yourself.

The answer to this question is a good indicator of an applicant’s potential.

When answering it, be yourself so your personality will shine through. Time’s precious in an interview, so make sure not to waste any by telling the interviewer things already included in the resume .  Delivering your response to this question within 60 to 90 seconds is advisable.

Sample answer : “I’m a person with varied interests. When I’m not doing anything, I like to paint nature and animals. I also have great cooking skills, which I’ve learned from my mom. I love reading books and watching movies because I feel transported to a different world with each book and movie.”

Related: Resume Samples for Call Center Agent in the Philippines

If you have prior working experience that you think is related to being a Customer Service Representative, you may include it in your introduction. Briefly mention what you did in your previous work, especially how you interacted with the customers.

2. What do you know about a call center?

This question is asked during interviews to check if the applicant has a correct or at least a realistic idea of how a call center works. It must be noted that questions like this one are usually asked if the applicant has no call center experience yet.

Sample answer : “I know that a call center is where people ask for support when facing issues and problems with a product or service. It’s where representatives help customers to the best of their ability to find answers to their questions and fix issues they’ve encountered while using the product or service. It’s also a place where people work on flexible schedules and different job functions.”

3. Why do you want to work as a call center agent?

It’s another question only if applicants have zero call center work experience.

Being honest and sincere is important when answering this question. So, if your reason is to earn higher for yourself or your family, it’s totally fine to say it 2 . However, don’t focus too much on money; instead, you can steer the conversation by stating that you also aspire to build a career in the BPO industry. 

You shouldn’t also say that you want to work there to improve your English language skills. Call center agents should already be skilled and well-spoken in the first place.

Instead, discuss your skills, experiences, and what you can offer.

Sample answer : “ I believe that working as a Customer Service Representative allows me to earn enough to sustain my family’s daily needs and my brother’s education. Furthermore, this job can also give me opportunities to build my career and have a better future. “

4. Tell me about your strengths and weaknesses

Companies want to hear what you can bring to the team and what might negatively affect your work. Enumerate all your strengths that will be useful in a call center company. You can be honest about your weaknesses but avoid oversharing lest you leave a negative first impression.  Meanwhile, please do not say you have no weaknesses, as it sounds lame and insincere. 

Sample answer : “I’m very skilled in using Microsoft Office. I can handle upset customers well since I have a calm and soothing voice. One weakness that I can think of is being a perfectionist.”

5. Why are you qualified to work in a call center?

The previous questions should inspire your answer to this question. As much as possible, enumerate all the things that you can offer to the company.

Sample answer : “ I have all the necessary English language skills of a call center agent, like pronunciation, grammar, and creativity. I’ve also done many volunteer work through the years, greatly honing my communication skills. “

6. What do you know about our company?

Have the edge over other applicants by knowing more about the company you’ll be applying for. Do your research and ask about all the essential things you should know about the company. This way, you can show the recruiter that you’re eager to work and render your services to the company. 

Sample answer : “From what I’ve read, this company is concerned about its employees’ welfare. The benefits and huge career growth opportunities drew me to this company. A great workplace knows how to take care of its people.”

7. What achievement/s in your life are you most proud of?

When answering this question, think about the day you felt the happiest and most fulfilled.

It doesn’t have to be about status, grades, or recognition. Share with the employer/recruiter a memorable feat you achieved through sheer hard work and a great work ethic. Be honest because you’ll sound more enthusiastic and inspiring if you’re being sincere.

Sample answer : “My most cherished achievement is when I emerged as one of the passers with the highest scores in the civil service exam . I didn’t have much time to prepare, so achieving that impossible will always be memorable.”

8. What are your main goals in life?

Do a quick rundown of your short-term goals and briefly discuss your long-term plans. Show that you’re someone with ambition and how that drive to succeed will translate to great performance on the work floor. Provide as many details as possible without making your answer longer than necessary.

Sample answer : “My short-term goal is to be a part of this wonderful company for as long as possible. A couple of years after achieving financial stability, I’m thinking of opening my bar. Some of my long-term plans include getting promoted several times and eventually becoming a supervisor.”

9. How do you see yourself five years from now?

Answering this question is tricky and might even make or break your destiny as a potential company employee. However, you can answer honestly so you and the company will be on the same page regarding objectives and goals.

It’s highly recommended that you stay in the company for the next five years, as most BPO firms prefer applicants willing to devote more years with them rather than those who’ll be quitting soon.

Learn more about how to answer this question through the video below.

Sample answer : “I see myself still working in this company but in a higher position.”

10. How do you describe quality customer service?

The reason behind this question is straightforward: employers want to know if your idea of customer service aligns with theirs. Even if you didn’t work in a call center before, it’s not an excuse since the principles of quality customer service are universal and span different industries. 

Sample answer : “Quality customer service involves an agent who goes out of his way to provide what the customer needs or wants. He ensures that customers who need help will be taken care of as soon as possible and to the best of his ability.”

11. What are the ideal skills of a call center agent?

You’re being tested if you know what it takes to be a call center agent. Be honest and include everything you can think of.

Sample answer : “A good call center agent is a quick thinker, adept at technical knowledge, internet-savvy, and a great problem solver.”

12. Why did you leave your previous workplace?

As much as possible, be honest and state only the facts without bad-mouthing your former company. Tell them you were looking for other opportunities for growth and success when you left your previous workplace.

Sample answer : “I want to start something new that can help me develop my skills and grow as a professional. I always want to challenge myself and never stop improving my skills and developing new ones.”

13. Why is teamwork essential in the call center industry?

Teamwork plays a pivotal role in succeeding in the call center, and the interviewer wants to know if you’re aware of it. Answer honestly since there are no right or wrong answers.

Sample answer: “Teamwork is essential in the call center industry since each team usually has to meet a performance level or quota daily. Working together will help all the team members reach their goals .”

14. How do you handle stress?

The call center industry is not for the faint of heart. You’ll be receiving complicated issues and angry callers from time to time. Of course, the company wants to know if you can handle that and still provide your services.

Sample answer : “I try to stay as calm as possible and do breathing exercises if the stress is getting too much. I always do my best to remain calm and never let stress get the best of me.”

15. How will you handle an upset customer?

Inform the interviewer about things you would and wouldn’t do to improve the situation while still providing a wonderful service to the customer.

Sample answer : “First, I’d stay calm despite the situation and empathize with the customer, letting her know that I’m here to help with whatever’s causing the problems. We’ll come up with a solution together.”

16. Give me one good reason why I shouldn’t hire you.

The interviewer is testing your creativity skills and how fast you can think. There are no right or wrong answers, so say what comes first to your mind, as long as it’s appropriate and does not make you appear haughty and proud.

Sample answer : “If you’re not looking for a trainable person who can easily adapt to a new working environment, then you should not hire me.”

17. How long do you plan to stay in our company?

Most BPO companies prefer their employees to stay in them for a long time. So ensure your answer will assure them that you’ll not leave them soon.  Never mention transferring to another company or switching careers after several years. 

Sample answer : “As long as your company needs my service and I can provide them, I will stay in your company. “

18. Do you have any questions for us?

Interviews often end with this question, so provide an impressive response. Provide an answer to this question otherwise, the interviewer might think you’re not interested in the job.

Refrain from asking about the interviewer’s personal information or the company’s salary and benefits. Make your question short and simple so the interviewer can easily respond.

The video below gives you an idea of how to answer this question.

Sample answer : “How does your company assess employees’ performance?”

Looking for more tips on how to ace common call center interview questions? Watch the insightful video below from Kwestyon .

Out-of-the-box questions

1. how would you describe the color red to a blind person.

Questions like this are usually asked during the interview to test the English-speaking skills of the applicant. The key is to be creative when describing a particular color and use expressive words. It’s okay to keep your answer short but meaningful.

Sample answer : “Red is an intense color that can signify a wide range of feelings, including love, passion, and hatred.”

The video below offers an interesting take on this question. Note how the interviewee uses other functioning senses to describe the color red to a blind person.

2. Why is the pizza round?

It’s another unusual question to test how skilled you are in speaking English. There’s no right or wrong answer. Try to think of the most creative way to answer the question while demonstrating that you have excellent grammar.

Sample answer : “Pizzas are round, so it’ll be easier for the customers to carry and divide into separate pieces.”

3. Why are pizza boxes square?

The key is to answer this question in the wittiest way while ensuring that your grammar and pronunciation are correct. Again, there are no right or wrong answers, so you have to show that you have a good command of the English language.

Sample answer : “Pizza boxes are square so that pizzas can fit better in the boxes. It will get too cramped if pizza boxes are square.”

4. What’s your most fantastic fantasy?

This question might be difficult since you must think long and hard for the answer. However, it’s a great way to prove that you have a vast vocabulary. The answer should be as creative and descriptive as possible.

Sample answer : “My greatest fantasy is to have superpowers that can take me to places I’ve never been to before. I’m talking about teleportation, and I think I’ll have the time of my life if I can have that superpower for a day. I can go from chilling at a stunning beach in Indonesia to marveling at the beautiful glaciers in Iceland in just a matter of seconds. The possibilities are endless, and I’d make the most out of my teleportation ability if I ever get one.”

Tips and Warnings

• Always be honest but not to the point of oversharing, which can spread negativity during the interview.
• Be confident when talking so you’ll sound more convincing. 
• Don’t badmouth anyone, including your former boss, colleagues, or even yourself.
• Stick to what the interviewer asks you. Provide a straightforward response if he/she only asks about specific information (e.g., full name, birthday, education, working experience, etc.). Note that some interviewers challenge the applicant’s listening comprehension, so refrain from digressing. 
• If you have zero call center experience, make sure to give the interviewer the impression that you’re willing to learn. Do this by emphasizing that you’re a fast learner and have a good work ethic.  
• Be honest if you cannot understand what the interviewer is saying (e.g., technical words, jargon, etc.). Don’t hesitate to clarify the question so that you can provide an excellent response to it. 
• Limit your hand gestures and keep your hands in one place. Excessive hand movements give the impression that you’re having difficulty explaining yourself and sometimes distract the interviewer.
• Your answers don’t necessarily have to be lengthy. It’s okay to provide short answers as long as you can perfectly convey your point. Remember KISS (keep it short, stupid!). 

READ: How to Be a Call Center Agent in the Philippines: 7 Steps

• Indeed. (2021).  Call Center Interview: Best Tips, Questions & Answers  [Video]. Retrieved from https://www.youtube.com/watch?v=WG2kd6pNrmY
• Kwestyon. (2020).  Why Do You Want to Work in a Call Center? How to Answer  [Video]. Retrieved from https://youtu.be/45VicNg0aQI

Written by Anna Pamela Capistrano

in Career and Education , Juander How

Last Updated January 17, 2023 08:15 PM

Anna Pamela Capistrano

Anna Pamela R. Capistrano is an experienced content writer who is currently pursuing a bachelor’s degree in multimedia studies at the University of the Philippines – Open University. She has been working as a freelance writer for over 6 years and has created a wide range of content for various websites. Aside from writing, she also loves cooking, baking, dancing, and watching K-dramas. As an Aquarius woman, she’s passionate about making the world a better place one step at a time.

Browse all articles written by Anna Pamela Capistrano

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