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Call Center Hiring Process

May 29, 2020 • written by Kevin Olega

📦 This topic is now included in the full guide: Call Center Basics

(You’re currently viewing the original version of this post. The updated guide contains additional info and related topics.)

layout: post title: Call Center Hiring Process date: 2020-05-29 11:11 author: Kevin Olega permalink: /recprocess/ —

Call Center Hiring Process

May 29, 2020 · written by Kevin Olega

Getting hired in a call center has multiple stages.

American companies are hiring Filipinos to represent their company.

Online Application

You typically send your resume to a recruiter and fill out an online form.
Requires: Resume

Walk-In Application

For walk-in applications, you go directly to the company to apply.

Many call center companies follow a one-day process and can complete the recruitment screening on the spot.
Requires: Printed resume, ID, pen, and notebook

Computer Exam

Some companies will ask you to input your information into their system instead of a paper form.

You may encounter:

Basic English test
Business English test
Basic math test
Typing test (25–35 WPM)
Computer knowledge test
Versant or Berlitz voice tests to check listening and pronunciation

Requires: Basic computer knowledge

Initial Interview

You’ll be asked to talk about:

Yourself
Work experience
Career goals and plans

Common questions:

Tell me about yourself.
What are your strengths and weaknesses?
Why do you want to work in a call center?
Why should we hire you?

📝 Pro Tip: Practice telling real stories about your experience instead of memorizing generic answers.

Group or Panel Interview

Group interviews may happen at the beginning or end of the process.

Formats include:

One applicant, multiple interviewers
One interviewer, multiple applicants
Multiple interviewers and applicants

If you can handle one interviewer, you can manage multiple interviewers.

I like group interviews because the success and failure of all the other applicants give me an idea of what to say and what NOT to say during the interview.

I observe everybody’s answer, and I pay attention to who passes and fails.

This helps me avoid making big mistakes because I know more about precisely what NOT to do during the interview.

Observe other applicants. Learn from their answers—what works, what doesn’t. It helps avoid common mistakes.

Written Exam

You may be tested through:

Multiple choice
Fill-in-the-blank
Short essays

Examples include writing step-by-step instructions for customer service, or telling a short story.

Call Simulation

You’ll do a role-play:

The interviewer acts as the customer.
You play the customer service or sales representative.

Tasks include:

Greeting customers
Assisting with concerns
Selling a product or service (for sales roles)

✅ Familiarize yourself with common call flows posted on this site.

Final Interview

Handled by HR, the business owner, or hiring manager.

This stage checks:

If you’re a good fit
Your consistency (they may repeat earlier questions)
Your experience, education, and intent to stay

If successful, you’ll be scheduled for the job offer.

Job Offer

You may receive this the same day or the next.

You’ll review and sign your employment contract.

Basic Training (Pre-Hire Training)

Some companies offer basic training before the job starts.
You’ll learn:

English communication
American culture and geography
Customer service basics and phone etiquette

⚠️ Don’t be late or absent. Some trainees are disqualified during this phase.
Don’t get too attached to fellow trainees—many won’t make it to the end.

Product Training

Training focused on the account you’ll be assigned to.

You’ll learn:

Account procedures
Tools and systems used
Service or sales process

When you start taking calls, you don’t say:
“Thank you for calling Sitel/Teleperformance/Concentrix.”
You say: “Thank you for calling AT&T/Comcast/Verizon,” because you represent the client, not the BPO company.

My experience:
At Comcast, training lasted one month. Then we moved to OJT.