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Kwestyon
Philippines
Registrace 2. 07. 2020
Hi, I'm Sheina. I created this channel to help call center applicants ace their job interview, improve their call handling skills, and survive their call center life.
I worked in the call center industry for 4 years (two years as a Customer Service Representative, two years as a Quality Analyst). All tips I'm sharing here are based on experience.
For inquiries, email me at sheinamendez28@gmail.com.
I worked in the call center industry for 4 years (two years as a Customer Service Representative, two years as a Quality Analyst). All tips I'm sharing here are based on experience.
For inquiries, email me at sheinamendez28@gmail.com.
Negative vs Positive Scripting | Customer Service
Here’s the significant difference between negative and positive scripting in customer service. In this billing mock call, you'll observe two agents interacting with the same customer differently-one using negative scripting and the other employing positive scripting.
#customerservice #callcenter #bpocompany #bpo #billingmockcall
00:00 Question
00:28 Negative Scripting Call
07:54 Positive Scripting Call
11:24 Conclusion
#customerservice #callcenter #bpocompany #bpo #billingmockcall
00:00 Question
00:28 Negative Scripting Call
07:54 Positive Scripting Call
11:24 Conclusion
zhlédnutí: 4 845
Video
When Customers Cancel | Retention Account Mock Call
zhlédnutí 11KPřed 21 dnem
Here's a mock call where the customer decided to cancel due to poor customer service. This is where the Retention Department jumps in to save the relationship and incentivize the customer to stay. 00:00 First Agent - Billing 03:05 Second Agent - Retention Written format: kwestyon.com/retention-account-mock-call-call-center/ #customerservice #retentionaccount #callcenter #bpo
This Will Transform How You Learn English, Especially Communication
zhlédnutí 30KPřed měsícem
Ever wonder why you're still not as fluent in English as you'd like to be? Are you struggling with a heavy accent, lack of spontaneity, or limited vocabulary when conversing in English? Well, you're not alone! In this video, we're diving into these common challenges that many Filipino English learners face. I’ll break them down and give you practical tips to help you crush those barriers and bo...
How to Improve Your Accent for Call Center
zhlédnutí 22KPřed 3 měsíci
In this video, I talked about the 3 steps that I recommend call center newbies follow to neutralize or improve their accent. Whether you're neutralizing your accent for clarity or mimicking a specific one, this will provide a step-by-step guide with demonstration. #callcenter #language #languagelearning #englishlearning 00:00 Preview 00:30 Step 1 03:42 Step 2 06:23 Step 3 08:04 Summary
High School Graduate Job Interview | Call Center Simulation
zhlédnutí 15KPřed 3 měsíci
Here's a call center job interview simulation of a high school graduate applicant with no formal job experience. In school, she didn't get any academic awards; she was just an average student. Watch how she focused on her positive attributes throughout the interview. #callcenter #job #jobinterview
Confusing Customer Names & Their Pronunciations | Call Center
zhlédnutí 9KPřed 6 měsíci
Here are 10 customer names, predominantly from North America, whose pronunciations are not intuitive based on their spellings. Call center newbies from outside North America will find this helpful. 00:00 Intro 00:27 Joan 00:47 Stephen 00:58 Phoebe 01:19 Leigh 01:37 Siobhan 02:16 Hugh 02:38 Penelope 02:49 Margaret nickname 03:17 William nicknames 03:28 Richard nicknames 03:38 Suggestions?
Grammar Test for Call Center Newbies - Subject-Verb Agreement
zhlédnutí 10KPřed 7 měsíci
In this video, we'll review one of the most basic rules of English grammar: the subject-verb agreement. This contains examples and tests which are specifically tailored for call center agents (newbies and veterans). 00:00 Intro 00:24 Subject Verb Agreement Rule 00:35 Singular vs Plural Nouns 01:12 Singular vs Plural Verbs 01:34 Practice Test 02:17 Basic Subject-Verb Agreement Test 02:46 Indefin...
When customers ask for a native speaker - Q&A #2
zhlédnutí 6KPřed 7 měsíci
In this call center Q&A #2, I answered the following questions: 00:00 Farm View 00:48 What is the best answer if the customer wants to have an American agent after finding out that you are a Filipino? 03:47 Are you a morning person or a night owl? 04:35 What strategies did you use to meet performance metrics? 06:43 How did you manage your time and workload? 08:11 Did you participate in any prof...
Worst & Embarrassing Call Center Experience - Q&A #1
zhlédnutí 6KPřed 7 měsíci
In this Q&A, I answer these questions: 1. What was the worst experience you had when you were an agent in a call center? 2. Me and my friend are currently having our training. How are we gonna survive working in this industry? We realize it's not that easy. 3. What was your memorable experience in the BPO industry? And what is the most embarrassing moment? 4. In your opinion, what is the best c...
Initial Call Center Interview Simulation | No Experience, Undergraduate
zhlédnutí 157KPřed 9 měsíci
Here's a mock job interview between a newbie, no experience, call center applicant and an interviewer. This shows the common questions that recruiters ask during an initial call center interview. #callcenter #bpo #initialinterview #callcenterinterview #callcentertips #mockjobinterview
How to Pass an Initial Call Center Interview, Questions, Sample Answers
zhlédnutí 252KPřed 9 měsíci
Here are 10 proven tips on how to ace your initial call center job interview, useful for newbie who either have no call center experience or no job experience at all . This contains the most common initial interview questions, sample answers, and interview simulations with 8 scenes. #initialinterview #callcenter #callcenterinterview #callcentertips Common Job Interview Questions: czcams.com/vid...
Poor vs Great Customer Service - Telco Troubleshooting
zhlédnutí 29KPřed 9 měsíci
Here are two calls showing an okay (passable) vs an exceptional customer service.This involves two Telco troubleshooting mock call involving two agents handling the same customer with the same issue. Text version of this video: kwestyon.com/telco-account-bad-vs-great-customer-service-script/ 00:00 Intro 00:10 Meh Customer Service 03:10 Exceptional Service 09:22 Comparison 09:42 Acknowledgement ...
How to Excel as a Chat Support Agent: 10 Proven Tips to Boost CSAT
zhlédnutí 19KPřed 9 měsíci
Get Magical for free: getmagical.com/kwestyon Learn how to boost your CSAT and become an exceptional chat support representative with these 10 tips and tricks. 00:00 Intro 00:25 Tip #1 02:44 Tip #2 05:33 Tip #3 07:27 Tip #4 10:56 Tip #7 11:26 Tip #8 12:24 Tip #9 13:09 Tip #10 14:13 Outro #chatsupportjob #customerservice #callcenter #productivity #bpo #callcentertips #autofilling #autofill #nonv...
Call Center Productivity Hacks You Never Knew Existed - Chat, Email, Phone
zhlédnutí 16KPřed 10 měsíci
Call Center Productivity Hacks You Never Knew Existed - Chat, Email, Phone
Every Call Center Agent Should Master These Voices
zhlédnutí 54KPřed 10 měsíci
Every Call Center Agent Should Master These Voices
Travel Account Call Center Explained | Tasks, Processes, Mock Calls
zhlédnutí 37KPřed 10 měsíci
Travel Account Call Center Explained | Tasks, Processes, Mock Calls
How to Impress Your Interviewer, Call Center Final Interview
zhlédnutí 127KPřed rokem
How to Impress Your Interviewer, Call Center Final Interview
Banking/Financial Mock Call Script - Lost Card
zhlédnutí 83KPřed rokem
Banking/Financial Mock Call Script - Lost Card
How to Empathize in Call Center Customer Service | Scripts, Mock Calls
zhlédnutí 125KPřed rokem
How to Empathize in Call Center Customer Service | Scripts, Mock Calls
How to Be Confident in a Call Center Job Interview
zhlédnutí 63KPřed rokem
How to Be Confident in a Call Center Job Interview
You're, Your, It's, Its - Grammar Review for Call Center Newbies
zhlédnutí 9KPřed rokem
You're, Your, It's, Its - Grammar Review for Call Center Newbies
Grammar Lessons for Call Center Newbies - Intro
zhlédnutí 21KPřed rokem
Grammar Lessons for Call Center Newbies - Intro
How to Type FASTER in 2 WEEKS | CALL CENTER
zhlédnutí 88KPřed rokem
How to Type FASTER in 2 WEEKS | CALL CENTER
TELCO Sales Mock Call Sample - Short Version
zhlédnutí 69KPřed rokem
TELCO Sales Mock Call Sample - Short Version
Sales Mock Call with Detailed Explanations - Outbound
zhlédnutí 36KPřed rokem
Sales Mock Call with Detailed Explanations - Outbound
Healthcare Account Mock Call - CRYING CUSTOMER
zhlédnutí 125KPřed rokem
Healthcare Account Mock Call - CRYING CUSTOMER
10 Types of Call Center Job Interview Questions
zhlédnutí 211KPřed rokem
10 Types of Call Center Job Interview Questions
Online Jobs for Call Center Agents Who Want to Quit
zhlédnutí 42KPřed rokem
Online Jobs for Call Center Agents Who Want to Quit
for call center agents who want to quit...
zhlédnutí 38KPřed rokem
for call center agents who want to quit...
I wish you can help me, I have a versant tomorrow me luck.
#Kwestyon Please teach me how to correct grammar,,😭😭😭😭
I'm so grateful for your videos Kwestyon by watching them I'm slowly learning and applied everything during my Interview process and now I'm on my 2nd week of Training in BPO industry.
Thanks to you Ms I learned so many things when I started my BPO journey, I wonder if you can make a video about a Virtual Assistant Interview, Q&A tips and guide, huge thanks. <3
Now i realized that being a call center agent requires a lot of patient and you have to be careful with your work.
Candace has the ability to stablish good relationship to the costumer.
I think claire was misunderstood by the caller. Because she has lack of details in dealing the problem with the costumers. Maybe it has to do with the costumers service. Candace makes the costumer calm before dealing the problem.
Watching this makes me learn bigger things. I just passed the interview and now we are being asked to provide requirements. And my training will start on June 20. And Im bit nervous. Hopefully, it will go smoothly.
working CSR sounds horrendous
Eres la mejooooor de verdad!
I hope to pass my interview tomorrow! Please wish me luck. 🤞❤
I would like to ask if its possible to pass the 4-day training that they offer to me because the interviewer didn’t give me an account that is right for me?
Defo this sort of jobs are not for me. People throwing garbage on you all the time for a discount on next shopping has an terrible impact on your mental wellbeing. You need to do something to stop abusers. 😢
Hi Ms. Kwestyon I'm a silent follower 3 years upto now and I wanted to say thank you for your tips coz after I failed multiple times finally I got hired .. your videos are big help for a newbie like me Thank you so much <3
praying to pass my versant test tomorrow ;(
thank u soo much your content is great
Im working as a CSR now and I'm glad I love saving money ever since I was a child my mom told me to be a good steward when in comes to money investments.
u look pretty
more content po!!❤
Thank you
I see myself on how Claire communicate to Samantha.😂 Positive scripting is something I wanna learn and improve more 😁 Thanks Candice!
babalik ako dto pag matatanggap ako mamaya
claiming makapasa sa bpo!! i pray and claim it!!
I'm not good English pronounced
Hi po, I just want to suggest po if you haven't made a video about this. This is about job interviews, cause I've been watching your job interview samples po, and I wonder if you can make a scenario about an applicant that has only 6 months or less than a year BPO experience. kadalasan po kase ngayon if you only have 6 months or less than a year BPO experience, and you weren't able to justify the reason as to why you left your previous BPO company, liligwakin kapo nila agad. Just a suggestion po, I hope makita mo po message ko this can help a lot of people. Thank you po.
Noted.. I'm curious, bakit ka umalis within 6 months?
Hi Ms. Sheena sa inyo po ako kumuha ng tips thru videos nyo po, last year na hired po ako sa bago kong pinapasokan na company. Unfortunately, nag close yung account so ngayon e rereprofile po kami; meron lang po sana ako i ask kung pano po ba sasagutan ang tanong na "WHY HAVEN'T YOU BEEN PROMOTED?. Nasa redeployment process kami ngayon ilang beses na akong na failed. Sa totoo lang kasi 7 years ako dati sa previous job ko tapos hindi ako nag take ng risk for higher position to be honest hindi ako confident dati ilang beses akong nag decline sa supervisor/QA/Trainer na position kasi komportable ako na agent lang na support lang, ngayon kung sasabihin ko to sa interviewer, negative na po sa side ko. Sana po mabasa nyo tong comment na to. Salamat
Hi Ms. Sheena sa inyo po ako kumuha ng tips thru videos nyo po, last year na hired po ako sa bago kong pinapasokan na company. Unfortunately, nag close yung account so ngayon e rereprofile po kami; meron lang po sana ako i ask kung pano po ba sasagutan ang tanong na "WHY HAVEN'T YOU BEEN PROMOTED?. Nasa redeployment process kami ngayon ilang beses na akong na failed. Sa totoo lang kasi 7 years ako dati sa previous job ko tapos hindi ako nag take ng risk for higher position to be honest hindi ako confident dati ilang beses akong nag decline sa supervisor/QA/Trainer na position kasi komportable ako na agent lang na support lang, ngayon kung sasabihin ko to sa interviewer, negative na po sa side ko. Sana po mabasa nyo tong comment na to. Salamat
Hi Ms. Sheena sa inyo po ako kumuha ng tips thru videos nyo po, last year na hired po ako sa bago kong pinapasokan na company. Unfortunately, nag close yung account so ngayon e rereprofile po kami; meron lang po sana ako i ask kung pano po ba sasagutan ang tanong na "WHY HAVEN'T YOU BEEN PROMOTED?. Nasa redeployment process kami ngayon ilang beses na akong na failed. Sa totoo lang kasi 7 years ako dati sa previous job ko tapos hindi ako nag take ng risk for higher position to be honest hindi ako confident dati ilang beses akong nag decline sa supervisor/QA/Trainer na position kasi komportable ako na agent lang na support lang, ngayon kung sasabihin ko to sa interviewer, negative na po sa side ko. Sana po mabasa nyo tong comment na to. Salamat
Hi Ms. Sheena sa inyo po ako kumuha ng tips thru videos nyo po, last year na hired po ako sa bago kong pinapasokan na company. Unfortunately, nag close yung account so ngayon e rereprofile po kami; meron lang po sana ako i ask kung pano po ba sasagutan ang tanong na "WHY HAVEN'T YOU BEEN PROMOTED?. Nasa redeployment process kami ngayon ilang beses na akong na failed. Sa totoo lang kasi 7 years ako dati sa previous job ko tapos hindi ako nag take ng risk for higher position to be honest hindi ako confident dati ilang beses akong nag decline sa supervisor/QA/Trainer na position kasi komportable ako na agent lang na support lang, ngayon kung sasabihin ko to sa interviewer, negative na po sa side ko. Sana po mabasa nyo tong comment na to. Salamat
Hi Ms. Sheena sa inyo po ako kumuha ng tips thru videos nyo po, last year na hired po ako sa bago kong pinapasokan na company. Unfortunately, nag close yung account so ngayon e rereprofile po kami; meron lang po sana ako i ask kung pano po ba sasagutan ang tanong na "WHY HAVEN'T YOU BEEN PROMOTED?. Nasa redeployment process kami ngayon ilang beses na akong na failed. Sa totoo lang kasi 7 years ako dati sa previous job ko tapos hindi ako nag take ng risk for higher position to be honest hindi ako confident dati ilang beses akong nag decline sa supervisor/QA/Trainer na position kasi komportable ako na agent lang na support lang, ngayon kung sasabihin ko to sa interviewer, negative na po sa side ko. Sana po mabasa nyo tong comment na to. Salamat
Hi, question? naka pag JO na po kame then bigla kameng na reprofiled, so meaning po ba ay interview ulit or ililipat lang kame sa ibang acct? thank you po.
Depende sa account if strict sila. Pero baka wala na rin yan. Kung meron man ay yung mga necessary na questions talaga. Like if technical ang account then tatanungin ka ng mga technical questions. If hindi mo mapasa, sa ibang account ka na naman ipapasa na hindi technical.
My interview will be tomorrow. 🤞
I’ll get back to this comment once I’m hired.
I’m hired. Thank you so much!!
Congratulations!
I'm in my process training as of the moment. As a newbie I find it hard and so much information everyday 😅 Wish me luck 🙏 I really want this job ❤️
kambal ba kayo? ^^
I think that Healthcare is one of the most challenging acc but not that hard. I experienced Travel acc, and for me it is the difficult one.
You are good. And you do have a soothing voice. I bet you can sing as well. ❤
Hi! If ever ask with salary expectation, what would be the better answer, are you going to say a lil bit higher or a bit lower, coz in our area basic salary mostly starts at 15k? Some advice? Thanks
Hello, can I ask a question po? I was a cashier in pharmacy po kasi but only for 3 weeks. I don't know if I will put it in my resume. I'm just hesitate coz I think I will be accepted and will do well in an interview if I put it. Sana po masagot. 🥹🙏
Bakit 3 weeks lang? Do you have any other long-term job experience? It might be better to include that instead.
Not that you should never disclose it but they'll definitely question why the employment only lasted for 3 weeks. If you're prepared and have a good reason, it should be fine.
@@Kwestyon Anyways, thank you for that answer. I decided na wag ko na lang ilagay sa resume baka di pa ko matanggap.
Oo, pwedeng wag nalang. Ang dami pang explanation na kailangan 🤭 Malabo pa ang reason. Baka mag think sila sa worst.
Please make a receptionist mock call, like in a vet clinic.
please create a mock call for Payment extension or payment options for clients that are not doing well in their financial status. Payment arrangement specifically. for Telco account. thank you in advance
L E G I T .
❤
❤
ZOOM INTERVIEW TOOM OMG😭😭😭
I am yet to start my training at the callcenter I got in. But this does feel like my old retail job. Yeah, my main problem is my short memory span, getting down long numbers and keeping up with long problems. wish me luck.
Not skipping ads as a thank you. 😊
Hello, this is out of nowhere but would you be able to feature customer service virtual assistant? Thanks!
Good luck to me ❤.😊
1ST DAY OF PST na nmin ngyun sana makapasa ako.wla pa ako experience sa BPO.. WISH ME LUCK..
Thank you po. Newbie here and palagi po akong nagkaka DSAT.