20 Alorica Interview Questions and Answers

When it comes to customer service, Alorica is a company that knows its stuff. With a wide range of services that cover all customer interactions, Alorica is a top choice for businesses looking to outsource their customer experience.

If you’re hoping to land a job with Alorica, you’ll need to be prepared to answer some company-specific interview questions. In this article, we’ll give you a rundown of some of the most common questions you’re likely to encounter in an Alorica interview. With our help, you’ll be ready to ace your interview and land the job you want.

Alorica Interview Process

The interview process at Alorica is relatively simple and straightforward. After applying online, candidates will be contacted by a member of the HR department for a brief phone screening. If they pass this stage, they will be invited to come in for an in-person interview. The in-person interview will consist of questions about customer service experience and scenarios. Candidates who are successful in the interview will be offered the job on the spot.

1. Can you tell us about a time when you went above and beyond for a customer?

This question is a great way to show your interviewer that you are willing to go the extra mile for customers. When answering this question, it can be helpful to think of a specific time when you went above and beyond for a customer and how it positively impacted their experience with your company.

Example: “At my previous job, I had a customer who was having trouble finding an item in our online store. After looking through the website myself, I couldn’t find the item either. So, I called one of my coworkers who worked on the back end of the website to see if they could locate the item. They were able to find the item and ship it out to the customer within 24 hours.”

2. How do you like to work with your customers?

This question can help the interviewer understand how you interact with others and your customer service skills. You can answer this question by describing a time when you helped a customer solve their problem or provided excellent customer service.

Example: “I love working with customers because I enjoy helping them find solutions to their problems. In my last role, I had a client who was having trouble finding an item in our inventory system. After speaking with them for a while, we determined that they were looking for a discontinued product. I researched other stores that may have the product and found one location that still had it in stock. The customer was so happy that we could help them find what they needed.”

3. If you had an angry customer on the phone, what steps would you take to help them?

This question is a great way to see how you would handle difficult situations at work. When answering, it can be helpful to give an example of a time when you had to deal with an angry customer and what steps you took to help them.

Example: “I have experience dealing with upset customers in my previous position as a call center representative for a cable company. I once had a customer who was very upset because they were having issues with their internet connection. They were yelling on the phone and demanding that I fix the issue immediately. I calmly explained to them that there was nothing I could do about the issue until our technicians fixed it. I also offered to send them a gift card for their inconvenience.”

4. Tell me about a time when you were able to resolve a conflict between two parties who were in disagreement.

This question is a great way to assess your conflict resolution skills and how you can use them in the workplace. When answering this question, it’s important to highlight your ability to listen to both sides of an argument and find a solution that works for everyone involved.

Example: “At my previous job, I had two coworkers who were constantly arguing about whose turn it was to take out the trash. One coworker would always say they took out the trash last time, but the other coworker would insist that wasn’t true. I listened to both sides of the story and found out that one coworker did indeed take out the trash last time, so we decided to alternate taking out the trash every other day.”

5. Alorica is a company that emphasizes teamwork. How do you think you contribute to a team environment?

This question is an opportunity to show the interviewer that you are a team player. You can emphasize your ability to collaborate with others and work toward common goals.

Example: “I think teamwork is one of the most important aspects of any job, especially in customer service. I am always willing to help my coworkers when they need it, whether it’s answering questions or providing feedback on their performance. I also believe that working together as a team allows us to provide better service to our clients.”

6. Describe a time when you struggled to communicate clearly with another person. What was the outcome of that situation?

This question is a great way to show your ability to communicate effectively with others. It also shows the interviewer that you are willing to admit when you’ve made a mistake and learn from it.

Example: “I once had a coworker who was very quiet, so I often didn’t know if they understood what I was saying or not. One day, I asked them to do something for me, but they didn’t respond. I thought maybe they hadn’t heard me, so I repeated myself louder. They still didn’t respond, so I raised my voice even more. Eventually, they responded by telling me that they couldn’t hear me because I was speaking too loudly.”

7. What are some things you consider important when talking with a customer?

This question can help the interviewer understand how you interact with customers and what your customer service philosophy is. When answering this question, it can be helpful to mention a few specific things that are important to you when interacting with customers.

Example: “I think it’s important to listen carefully to what the customer is saying and make sure they feel heard. I also believe it’s important to show empathy for their situation and try to resolve any issues as quickly as possible. Finally, I think it’s important to maintain a positive attitude while talking with customers.”

8. Are you fluent in any other languages besides English?

Alorica is a global company that provides customer service in multiple languages. If you are fluent in another language, it can be beneficial to mention this during your interview.

Example: “I am fluent in Spanish and have worked with customers who speak primarily Spanish before. I also took French for four years in high school and college, so I understand some of the basics.”

9. Do you have experience working remotely?

Working remotely is a common requirement for many customer service positions. Employers ask this question to make sure you have experience working from home or other remote locations and that you’re comfortable with it. If you don’t have much experience, explain what steps you would take to prepare yourself for the role.

Example: “I’ve worked in customer service roles for several years now, but I haven’t had the opportunity to work remotely yet. However, I am very interested in doing so. I plan on researching companies that offer remote work opportunities and applying for those jobs first. I also want to learn more about how to set up my home office and ensure I have all of the tools I need to be successful.”

10. Describe a time when you felt frustrated with a customer. How did you handle this feeling?

This question can help the interviewer understand how you handle difficult situations and how you use your problem-solving skills to resolve them.

Example: “I once had a customer who was very upset with our company because they were having trouble finding an item in our online store. I tried my best to calm them down, but they continued to be rude and demanding. I took a deep breath and reminded myself that this person is just frustrated and doesn’t know any better. I calmly explained to them how to find what they’re looking for and apologized for their inconvenience.”

11. This position involves being on the phone all day. Would you be comfortable in that type of environment?

This question is a way for the interviewer to assess your personality and see if you would be comfortable in this type of environment. This position requires excellent communication skills, so it’s important that you are able to speak clearly on the phone all day long.

Example: “I am very comfortable being on the phone all day because I have done it before. In my previous role as a customer service representative, I was on the phone all day speaking with customers about their concerns. I enjoy talking to people, so I don’t mind being on the phone all day.”

12. Why do you want to work as a customer service representative?

This question is an opportunity to show your enthusiasm for the role. When answering, it can be helpful to mention a specific customer service experience you’ve had in the past that inspired you to pursue this career path.

Example: “I want to work as a customer service representative because I have always enjoyed helping people and making them happy. In my previous job, I was able to help customers with their questions about our products and services, and I found that I really excelled at providing excellent customer service. I am excited to use my skills to help Alorica provide quality customer service to its clients.”

13. When dealing with a customer complaint, how do you respond when they raise their voice at you?

This question can help the interviewer understand how you react to challenging situations and how you maintain your composure. Use examples from previous experiences where you remained calm in a stressful situation, even when faced with an angry customer.

Example: “In my experience as a customer service representative, I have encountered many customers who raised their voice at me during a call. In these instances, I remain calm and listen carefully to what they are saying. I take notes on any important information that they may be sharing while raising their voice so that I can refer back to it later if needed. This helps me stay focused on the conversation and ensures that I don’t miss anything.”

14. What are some qualities you think make someone successful in this position?

This question is a great way to show the interviewer that you have experience in customer service and are familiar with this company. You can use your answer to highlight some of your best qualities, such as:

Communication skills
Ability to multitask
Customer-service orientation
Example: “I think one of the most important qualities for someone working in this position is their ability to communicate effectively. I am very good at listening to customers and understanding what they need from me. Another quality I think makes someone successful in this role is their ability to multitask. As a customer service representative, we often receive calls from multiple customers at once. I feel confident that I can handle these situations well.”

15. How well do you adjust to changes in policy or procedure?

Alorica is a company that often changes its policies and procedures to improve the customer experience. The interviewer wants to know how you will react to these changes, especially if they involve your job duties or responsibilities. Use examples from previous jobs where you reacted positively to change.

Example: “I have worked for several companies in my career, and I’ve noticed that many of them make policy changes on a regular basis. In my last position, we changed our call-handling procedure every few months. I understand that this is part of working for a BPO company, so I always try to be flexible when it comes to adapting to new policies.”

16. Tell us about a time when you made a mistake while communicating with a customer. What happened and how did you fix it?

This question is a great way to see how you respond to mistakes and learn from them. When answering this question, it can be helpful to mention that you have learned from the mistake and are now more aware of what to do in similar situations.

Example: “When I first started working as a customer service representative for Alorica, I was helping a customer who had questions about their account. While explaining the details of their account, I accidentally told the customer they were eligible for a free upgrade when they signed up for our services. After realizing my mistake, I apologized to the customer and explained that there were no upgrades available at this time. The customer understood and we fixed the issue by crediting their account.”

17. Have you worked remotely before?

This question is a great way to see if you have experience working from home or remotely. If you haven’t, it’s okay to say so and explain why.

Example: “I’ve worked from home before but never for an entire day. I usually did this when I was sick and needed to work from home. However, I do have experience working remotely for my previous employer where we had the option of working from home one day per week.”

18. What has been your most challenging customer interaction?

This question can help interviewers understand how you handle difficult situations and what your thought process is when handling them. When answering this question, it can be helpful to explain the steps you took to resolve the situation or how you would have handled it differently in the future.

Example: “My most challenging customer interaction was with a client who called because they were upset about their order. I tried my best to listen to their concerns and answer all of their questions while remaining calm and professional. After listening to their concerns, I realized that there had been an error on our end and offered to refund their entire purchase. The client accepted and thanked me for resolving the issue.”

19. What makes you stand out from other candidates applying for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, review the job description thoroughly and highlight any skills or experience that align with what they’re looking for. In your answer, explain why these skills make you a good fit for the role.

Example: “I have three years of customer service experience in both B2B and B2C environments. I’m familiar with the challenges of working in a fast-paced environment and am excited to apply my previous experiences to this role. My communication skills are strong, which is something I’ve worked on throughout my career. I also have excellent time management skills, so I know I can meet deadlines while still providing quality work.”

20. What is one thing that you can improve upon as a customer service representative?

This question is a great way to show your interviewer that you are self-aware and willing to improve. When answering this question, it can be helpful to mention something specific about yourself that you would like to change or work on in the future.

Example: “I am always striving to become more empathetic when speaking with customers. I know that sometimes I get so focused on following protocol that I forget to listen to what the customer is saying. In my last role, I took an empathy training course and learned some new techniques for improving my listening skills. I think these skills will help me connect better with customers and provide them with the best experience possible.”