Tiêu đề [Softel Solutions] Call Agent Final Interview Overview.pdf ✅

2025 Call Agent Interview FOR NEW HIRE AGENTS COMPUTER
Update on: 5/21/2025 Page 1 of 5 Contents Introduction .................................................................................................................. 2 Purpose of the Interview .............................................................................................. 2 Interview Process Overview......................................................................................... 2 Role-Play Scenarios .................................................................................................... 3 Scenario #1: Calming Down a Frustrated Customer................................................. 3 Scenario #2: Handling a Dissatisfied Customer with a Product ................................ 3 Scenario #3: Handling Questions When You Don’t Know the Answer ...................... 3 Scenario #4: Responding to a Customer’s Suggestion............................................. 3 Scenario #5: Dealing with an Angry Customer – Service Issue ................................ 4 Scenario #6: Customer Complains About Service & Wants to Cancel...................... 4 Scenario #7: Customer Checking Application Status & You Don’t Know the Answer 4 Scenario #8: Customer Compares Competitor Offers & Promotions ........................ 4 Scenario #9: Customer Requests Refund for Auto-Renewed Data Package ........... 4 Scenario #10: Customer Requests to Speak to a Supervisor Immediately............... 5
Update on: 5/21/2025 Page 2 of 5 Introduction Each role-play scenario is designed to assess the key skills required for the Call Agent position at AirTalk Wireless. Candidates will engage in customer interactions based on realistic situations, with each scenario lasting approximately 5-10 minutes. If a second attempt is needed, the total maximum duration will be 15 minutes. During the calls, candidates are expected to take concise notes summarizing the customer's concerns and the assistance provided. These notes must be submitted within 5 minutes after completing the role-play. The quality of notes will be considered as a criterion to determine suitability for the position. Purpose of the Interview As a Call Agent, you are responsible for assisting customers while also protecting company interests. This role requires strong situational judgment, problem-solving, and customer service skills. Beyond resolving customer concerns, your job also involves retaining customers, following company policies, and maintaining a positive customer experience. Interview Process Overview 1. Introduction (2 minutes): Explain the purpose and structure of the role-play. 2. New Hire Preparation (1-2 minutes): Give the candidate time to prepare. 3. Role-Play (5-10 minutes): The candidate handles the customer interaction. 4. Evaluation and Feedback (5 minutes): Discuss strengths and areas for improvement. 5. Second Attempt (if needed, max 5 minutes): Only for potential candidates needing another opportunity (when the first trial is not good). Provide wrap-up questions for interviewees to prepare for the 2nd trial.
Update on: 5/21/2025 Page 3 of 5 Role-Play Scenarios Scenario #1: Calming Down a Frustrated Customer Setting the Scene The customer is upset because their online order was delayed and demands a refund. Your role is to acknowledge their frustration, provide an explanation, and offer a resolution. Starting the Role-Play (Interviewer as the Customer): (In an angry tone.) "Hi! My order was supposed to arrive two days ago, but it’s still not here! This is ridiculous. I want my money back right now!" Scenario #2: Handling a Dissatisfied Customer with a Product Setting the Scene The customer complains that their phone issue. The customer has just bought it recently. Your role is to uncover the issue, provide possible solutions, and handle any refund requests professionally. However, based on company policy, a refund will not be applicable for devices that delivered for more than 7 days, only offer a warranty. Starting the Role-Play (Interviewer as the Customer): (In a frustrated tone.) "I just bought this phone a few days ago, and it's already giving me problems! The charging port is not working properly—I must hold the cable in a certain position to get it to charge. This is so frustrating! I want a refund!" Scenario #3: Handling Questions When You Don’t Know the Answer Setting the Scene: The customer calls about a top-selling product that is out of stock and asks for a restock date. You do not have the answer but must handle the situation professionally. Starting the Role-Play (Interviewer as the Customer): (In a curious tone.) “Hi, I’m interested in the [specific product]. I see it’s sold out online—when will you have more in stock? I don’t want to wait forever.” Scenario #4: Responding to a Customer’s Suggestion Setting the Scene A customer calls with an idea to improve one of AirTalk Wireless’s services. You must acknowledge their input, ask clarifying questions, and set realistic expectations. Start the Role-Play: “Hi, I’ve been using your [service], and while I like it, I think it could be so much better if you added [specific feature]. I have some great ideas, and I think they’ll improve the experience for all users!”