Using video interviews to recruit contact centre roles can be a great way to save money and speed up your recruitment process.
However, you'll need to structure your video interview correctly and ask candidates the right questions to guarantee success.
You should only ask 5 or 6 questions, anymore and you risk candidates being put off. Candidates should be able to complete your video interview in around 10 minutes. Don't forget to tell them this when you invite them.
If you want to gather other information, for instance a candidate's availability to work evenings or weekends, use other types of questions, yes/no, multiple choice etc.
Top Tip Include a video introduction showing what your working environment is like and record current employees asking the questions. This makes your interview more personal and less clinical.
1) Tell us what appeals to you most about working in a contact centre and this role in particular?
It's important a candidate understands what the role involves and wants to work in a contact centre environment. If they are simply looking for a job, more than likely they will quickly become disgruntled and leave.
2) Explain how you would deal with a customer who becomes abusive or aggressive?
It's a fact of life, working in a contact centre you are going to have to deal with angry customers from time to time. With this question you can evaluate how well a candidate is prepared for dealing with abusive customers.
3) What qualities do you have that you think will make you a successful ( job title ) e.g. customer service advisor?
4) What does exceptional customer service mean to you in ( your industry )?
Here you're looking for candidates that understand what good customer service looks like in your industry. They should be saying more than "going the extra mile".
5) Explain the steps you would take to deal with an unsatisfied customer
6) What do you do if you're going through a bad spell?
7) How would your friends and family describe you?
8) How would you deal with an unreasonable customer demand?
There will be times when customers make unreasonable demands. Being able to handle these in a polite but firm way that does not up set the customer is vital.
9) What would your ideal job be like?
This is subtly different to "what is your dream job". Here you are trying to find out what aspects of the job they most enjoy. For instance, it might be having freedom to be creative, it may be working as part of a team, or being in charge of a team.
10) Give us an example of a time where you've had to solve a customers problem by thinking quickly on your feet.
Being adaptable and flexible is important when dealing with customers. You're looking for candidates that can tell you about a time where they've had to quickly and efficiently deal with an unexpected situation.
What are your favourite interview questions for contact centre roles? Let us know in the box below, and click share to spread the word.