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Four Paramount Interview Q/A’s For Hiring Live Chat Agents

Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. These five paramount interview Q/A’s for hiring live chat agents will help you get to know your prospective agents, and decide if they are the best match for your company. So, let’s begin!

In your opinion, what makes for great customer service?

This first question gives your interviewee a chance to show off their understanding of the customer service industry.

A winning response might sound something like this:

“Great customer service means listening to your customers. It means knowing how to de-escalate a situation with an angry customer, and using problem solving skills to make sure that everyone walks away from the interaction satisfied.”

What skills could you bring to our live chat team?

This question gives your prospective live chat agents a chance to reveal a bit of their skill set, and show their knowledge of why certain skills matter in the industry.

An example response might look something like this:

“Well, I’m an excellent communicator. I’m a compassionate person. I’m dedicated, hard working, and a perfectionist. When I’m solving a customer’s problem, I do everything I can to help them. I know that I can give that to them.”

What do you know about our product or service?

Before a job interview, it is good to go in with some knowledge about the business. This question will show you that your interviewee did their homework. A variation of this question is, “Have you tried our product or service, and what did you think of it?”

Here’s an example response:

“So, I know that you guys make quality backpacks and other camping, travel, and outdoor gear. I haven’t bought any products from your company myself, but my sister is a big fan. I am also familiar with several of the brands that you sell”.

What is your experience with multitasking as a live chat agent?

Since live chat systems allow for agents to be on multiple chats at once, your candidates should be comfortable with multitasking. Fortunately, most millennials are familiar and comfortable with handling several tasks at a time.

The answer goes like:

“I’m very comfortable with multitasking, and I believe that I am absolutely capable of that. As a waiter I had to take care of multiple tables at once, while making sure that all tables had an equally satisfying experience. I believe that this skill would translate well to live chat.”