• Kae Lena Nuique

3 Interview Questions To Ask When Hiring Support Representatives

In a survey by The Deloitte Millennial, 49% of millennials plan to leave their current job within the next two years. This makes hiring even more challenging, especially in support. If you want to save time and money when hiring, outsourcing your business to a call center in the Philippines will give you an edge over the competition. Aside from saving, outsourcing also gives you access to a wide pool of talent. However, to be able to identify the best candidates to hire, you have to change your interview approach. Switch it up by adding questions such as “what are your weaknesses” or questions about favorite colors.

Focus on questions that actually help you. As the employer, it’s important for you to understand how a candidate functions and how they can contribute to reaching your company goals.

Here are three questions you should be asking when looking for your next customer support representative.

Describe a time when you were angry or frustrated - how did you handle it?

It’s perfectly normal to become angry especially when someone starts to yell at you, even if it’s at work or in a personal situation. Customer support can be a stressful job, because not only do agents handle issues, they also have to deal with irate customers from time to time. This is why it’s important to ask this question to make sure that your representatives don’t just storm off when they lose their temper when things start to go south.

What were your preparations prior to this interview?

You need to look for answers that show the candidate’s knowledge about your company. Every aspiring candidate should do thorough research on the company they are applying for. Do they show knowledge about your products and services? Have they reviewed your social media accounts? Do they know the company’s core values? Showing up to an interview prepared shows how serious they are about the job.

Do you have any questions for us?

This part of the interview is where candidates usually ask about your company benefits and other concerns that they might have. This is also where eager candidates are given the chance to learn more about the company and understand its processes and daily workflows. It’s important for candidates to raise questions because it shows their interest and eagerness to work for your company. As a hiring manager, this is also your chance to show the candidate how amazing your company is and the employees in it as well.

An excellent support team is made up of different people with unique talents who share the same goal—to deliver quality support experience to every customer. When hiring your team, remember to focus on questions that will help you understand the candidate better.

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