20 Alorica Interview Questions and Answers

Alorica is a global customer service company that provides customer care, technical support, and sales and marketing services to businesses and consumers. The company has more than 100,000 employees worldwide and operates in more than 150 countries.

When it comes to interviewing for a job at Alorica, you can expect to be asked a mix of general and company-specific interview questions. To help you prepare, we’ve compiled a list of some of the most common questions you may be asked, along with sample answers to help you stand out from the competition.

Alorica Interview Process

The interview process at Alorica is pretty straightforward. You’ll first fill out an online application, followed by a phone screening. If you pass that, you’ll be invited to come in for an in-person interview. The whole process usually takes about two weeks.

What can I expect during the phone screening?

During the phone screening, you’ll be asked questions about your customer service experience and skills. They’ll also ask you some basic computer questions. Be prepared to answer these confidently and clearly.

What should I wear to my in-person interview?

Dress professionally! This will show that you’re taking the interview seriously and that you’re interested in the job.

What can I expect during the in-person interview?

During the in-person interview, you’ll likely be asked more detailed questions about your customer service experience. You may also be asked to role-play a customer service scenario. Be sure to answer all questions confidently and clearly.

1. What do you think is the most important skill for a customer service representative to have?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. When answering, it can be helpful to identify a skill that is directly related to customer service, such as communication or problem-solving.

Example: “I think one of the most important skills for a customer service representative to have is empathy. It’s important to understand what customers are going through when they call in so we can provide them with solutions that meet their needs. I also think it’s important to have strong communication skills because it allows us to relay information clearly to customers and colleagues.”

2. Tell me about a time when you were working on a team project and there was conflict, how did you handle it?

When working in a call center, you may be part of a team that is responsible for meeting certain goals. Employers ask this question to make sure you can work well with others and resolve conflict. In your answer, try to show that you are able to communicate effectively and solve problems.

Example: “When I was working at my previous job, we had a goal to get through more calls per hour than our competitors. One day, I noticed that one of my teammates wasn’t doing their fair share of the work. When I asked them about it, they said they were too busy to help out. I explained that if we didn’t meet our quota, we would all lose our jobs. They agreed to help out, but after that, they continued to slack off.

I talked to my manager about the issue, and they told me to take over some of their calls so they could focus on getting their work done. This helped both of us reach our quotas, and my teammate learned how important teamwork is.”

3. Why are you interested in this position at Alorica?

This question can help the interviewer determine if you have done your research on the company. They want to see that you are passionate about working for Alorica and understand what it offers its employees. When preparing for this question, read through the job description and highlight any aspects of the role that interest you. Consider how these aspects relate to your own career goals or values.

Example: “I am interested in this position at Alorica because I love helping people solve problems. In my previous role as a customer service representative, I would often receive calls from customers who were having issues with their products. I enjoyed being able to listen to them and offer solutions to their problems. Working here would allow me to use my problem-solving skills to help clients resolve their concerns.”

4. How would you respond if someone yelled at you over the phone?

This question can help the interviewer assess your ability to remain calm and professional in stressful situations. Your answer should show that you are able to stay composed while still providing excellent customer service.

Example: “I would first apologize for any inconvenience I caused, then calmly listen to what they have to say. If it’s possible, I will try to resolve their issue over the phone. If not, I will ask them if we can schedule a time when I can call them back with an update on the situation. Once I’ve resolved the issue, I will thank them for their patience.”

5. Do you have any experience with computer software programs like CRM or Zendesk?

Alorica uses a variety of computer software programs to help their clients. The interviewer may ask this question to see if you have experience with these types of programs and how they can benefit the company. If you do, explain your experience in detail. If you don’t, let the interviewer know that you’re willing to learn new systems.

Example: “I’ve used Zendesk before at my previous job. It was easy to use and helped me keep track of all of my client’s information. I also had some experience using CRM when I worked for another call center. However, I’m always open to learning new things.”

6. Describe your experience related to data entry.

This question is a great way to determine your experience with data entry and how you feel about it. When answering this question, be honest about your feelings toward the task and describe what you did in previous roles that helped you complete the work more efficiently.

Example: “I have worked as a virtual assistant for five years now, so I’ve had plenty of experience with data entry. In my last role, I was responsible for entering client information into our database, which included their name, address, phone number, email address and other important details. I would also enter any notes from calls or emails into the system so they were easily accessible by my team members.”

7. How would you define good customer service?

This question is a great way to show your interviewer that you understand what good customer service looks like. It also allows you to share some of the skills and values you have when it comes to providing excellent customer care.

Example: “Good customer service is treating customers with respect, being empathetic to their needs and making sure they’re happy with the service they receive. I believe that every interaction we have with our clients should be positive, so I always try my best to make sure that’s the case. I think it’s important to listen to what the client has to say and respond in a timely manner.”

8. How comfortable are you with handling large amounts of money?

This question is a way for the interviewer to assess your level of responsibility and trustworthiness. It’s important to show that you understand how to handle money responsibly, especially when working with clients who may be giving you large sums of cash or credit card information.

Example: “I am very comfortable handling large amounts of money because I have done it before in my previous job as a bank teller. In this role, I was responsible for counting out stacks of bills and organizing them into envelopes according to client requests. I also had to count out change for customers and make sure they were satisfied with their transactions.”

9. Have you ever worked remotely before?

This question is a great way to learn more about the company’s remote work policies. If you have experience working remotely, share what your previous employer did to ensure you were productive and successful while working from home. If you haven’t worked remotely before, explain that you are excited for the opportunity to do so.

Example: “I’ve had several jobs where I was able to work from home. My last job allowed me to work from home one day per week, which helped me balance my life as a mother of two children. I found it helpful to schedule all calls with clients during this time so I could focus on them without distractions. It also gave me an opportunity to get ahead on projects or tasks.”

10. If hired, what would be your approach to managing a team of customer service representatives?

This question can help the interviewer understand how you would approach managing a team of employees. Your answer should include your leadership style and any management skills that you have.

Example: “I believe in being an empathetic leader who is also firm when needed. I think it’s important to be able to listen to my team members’ concerns, but I also want them to know that they can trust me to make decisions on their behalf. In my last role as a customer service manager, I was responsible for hiring new representatives and training existing ones. I found that by creating a positive work environment where everyone felt comfortable asking questions, I could train my team more effectively.”

11. Can you tell us about a time when you exceeded expectations for a client?

This question can help the interviewer learn more about your customer service skills. It’s important to show that you’re willing to go above and beyond for clients, especially if they are repeat customers.

Example: “I had a client who was having trouble with their website. They were looking for someone to update it so it would be mobile-friendly. I researched different ways to make this happen and found a way to do it without spending too much money on the project. The client was very happy with my work and said they’d use us again in the future.”

12. Are you available to work weekends and evenings?

Employers may ask this question to see if you are willing to work overtime. They want employees who can be flexible and adaptable, so it’s important to answer honestly about your availability. If you have a specific schedule that you’re committed to, let the employer know in advance so they can plan accordingly.

Example: “I am available to work weekends and evenings. I do have a child at home, but my husband is home with her during the day. He has agreed to take care of her while I’m working, so I don’t foresee any issues with being able to work these hours.”

13. Describe an instance where you had to use persuasion skills in order to achieve your goal.

This question is a great way to show your ability to persuade others and get them on board with your ideas. When answering this question, it can be helpful to describe an instance where you had to convince someone of something that was important to you.

Example: “At my previous job, I wanted to implement a new customer service policy for our team. The policy would have required all employees to greet customers within 30 seconds of their call. This seemed like a reasonable request, but some of the other representatives were concerned about how much time they would lose by greeting customers so quickly. I used persuasion skills to explain why the policy was beneficial to everyone.”

14. Would you say that you’re more of a leader or a follower?

This question is designed to determine how you would fit into the company culture. Alorica has a strong team-based culture, so it’s important that you can work well with others and support your teammates. When answering this question, try to emphasize your ability to be a leader when needed but also show that you are comfortable being a follower as well.

Example: “I think I am more of a leader than a follower. However, I believe that leaders should always be learning from their followers. I have been in situations where I was the only person who knew what to do, but I still asked my coworkers for advice or ideas on how to handle the situation. I find that by doing this, I learn new things about my coworkers and they feel like they are contributing to the team.”

15. You will likely encounter disgruntled customers during your shift. How would you handle such a situation?

This question is designed to assess your customer service skills. It’s important that you demonstrate empathy and patience when handling a difficult situation.

Example: “I would first try to understand the reason for their frustration. I would apologize for any inconvenience they experienced, and then I would offer them an alternative solution or compensation. If it was within my power, I would resolve the issue immediately. If not, I would explain how I would handle the situation as soon as possible.”

16. Describe a time when you had to make decisions without consulting your direct manager.

This question can help the interviewer understand how you make decisions and solve problems on your own. Use examples from previous jobs to show that you’re capable of independent thought and action.

Example: “In my last position, I was working with a client who had a lot of questions about our services. They were asking me so many questions that it was taking up most of my time. So, I asked my manager if they could train me in some basic customer service skills so I could answer more of their questions myself. My manager agreed, and I learned how to handle common questions and direct clients to resources that helped them find answers themselves.”

17. Tell me about a time when you took initiative and solved a problem yourself.

This question can help the interviewer determine your ability to take on challenges and solve problems without being told. Use examples from previous jobs or experiences that highlight your problem-solving skills, creativity and critical thinking abilities.

Example: “At my last job, I noticed a lot of customers were calling in with questions about our products. Some of them had questions about how to use the product while others wanted to know more about the company itself. I decided to create an FAQ page for our website so we could answer some of these common questions before they came up. This helped reduce customer service calls by 20%.”

18. How well do you manage your time?

Time management is an important skill for customer service representatives. Employers ask this question to see if you can prioritize your tasks and meet deadlines. In your answer, explain how you plan out your day and manage your time. Share a few tips that help you stay organized and on track with your work.

Example: “I am very good at managing my time. I use a planner to keep track of all of my daily tasks. I find it helpful to write down everything I need to do each day so I don’t forget anything. I also set aside specific times during the day to check in with customers. This helps me make sure I am giving everyone my full attention when they call.”

19. Alorica works with many different types of clients, who could be calling about anything from credit card payments to product orders. We need our call center agents to be able to adapt quickly. How well do you adjust to new situations?

This question is designed to assess your ability to adapt quickly and perform well under pressure. When answering, it can be helpful to mention a time when you had to adjust to a new situation or client type on the fly.

Example: “I have worked in call centers for several years now, so I am used to adapting to different types of clients. However, there was one instance where I had to work with a particularly difficult customer who called about their credit card payment. They were very upset that they couldn’t get through to us by phone, but I remained calm and explained our policies to them. Eventually, we resolved the issue and they left satisfied.”

20. Do you consider yourself patient? Give an example of a time when you demonstrated patience.

Employers ask this question to see if you have the ability to work with customers who are frustrated or upset. They want to know that you can help calm a customer down and resolve their issue in a timely manner. When answering, try to think of an example where you helped someone solve a problem or find what they were looking for.

Example: “I consider myself very patient. I’ve worked with many different types of people over my career, so I’m used to dealing with all kinds of personalities. In my last role as a customer service representative, I had a client call me because she couldn’t find her order number on our website. She was quite upset when I answered the phone, but I calmly explained how to find the information she needed. After explaining it once, she calmed down and found the information herself.”