Can you describe a situation where you had to handle a high volume of incoming calls while maintaining quality service?
Behavioral
Multitasking
Customer Service
Organization
This question assesses your multitasking abilities and customer service skills, which are crucial for a PBX Operator who often deals with a large number of calls.
How to answer
- Describe the context of the situation, including the volume of calls
- Explain your strategy for managing multiple calls effectively
- Detail how you ensured quality service despite the pressure
- Share any specific techniques you used to remain organized
- Highlight any positive outcomes or feedback received from callers or management
What not to say
- Claiming to not experience stress or pressure in call handling
- Failing to provide specific examples or metrics of your success
- Overemphasizing the volume of calls without discussing quality
- Neglecting to mention any teamwork or communication with colleagues
Sample answer
“In my previous role at Telus, I frequently managed over 100 calls during peak hours. To handle this volume, I prioritized calls based on urgency and utilized a call log system to track ongoing issues. This allowed me to resolve inquiries efficiently while ensuring that urgent matters were addressed promptly. As a result, I received positive feedback from customers for my attentive service, even during busy periods.”
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