17 PBX Operator Interview Questions and Answers

A PBX operator is responsible for handling all incoming and outgoing phone calls for a company or organization. This includes routing calls to the correct extension, taking messages, and handling customer inquiries. In order to be successful in this role, you must have excellent customer service skills, be able to handle multiple tasks simultaneously, and have a good knowledge of the company’s products and services.

If you’re looking for a PBX operator job, you may be asked a few interview questions about your customer service experience and your knowledge of the company’s products and services. To help you prepare, we’ve listed some common PBX operator interview questions and answers.

Are you familiar with the operation of a private branch exchange?

The interviewer may ask this question to see if you have experience with the PBX system. If you don’t, it’s okay to say so and explain that you’re willing to learn how to operate one. You can also mention any other relevant experience operating a similar type of system.

Example: “I’ve worked as an operator for several different types of systems in my career, including private branch exchange. I’m familiar with the basic functions of a PBX system, but I would definitely be open to learning more about your company’s specific system.”

What are some of the most important skills for a PBX operator to have?

This question can help the interviewer determine if you have the skills necessary to succeed in this role. When answering, it can be helpful to mention a few of your strongest skills and how they relate to working as a PBX operator.

Example: “The most important skill for a PBX operator is excellent customer service. As a PBX operator, I would be interacting with customers on a regular basis, so having strong communication skills and being able to solve problems quickly are essential. Another important skill is problem-solving, because there may be times when callers need assistance but we don’t have an answer immediately available. Finally, good typing skills are also important, since I would be entering information into the system regularly.”

How would you handle a situation where you have multiple callers waiting and you can’t help everyone immediately?

This question can help the interviewer assess your customer service skills and ability to prioritize tasks. Your answer should show that you value each caller’s time and understand how important it is for them to get through to speak with someone immediately.

Example: “I would take a deep breath, look at all of my callers waiting in queue and determine who has been on hold the longest. I would then quickly resolve their issue or transfer them to the appropriate person. Next, I would move onto the next caller who has been waiting the second-longest, and so on until everyone has been helped. This ensures that no one waits too long while also allowing me to ensure that urgent calls are handled first.”

What is your experience with using call recording software?

This question can help the interviewer determine your experience with a specific software program. If you have used call recording software in the past, share what you liked about it and how it helped you do your job. If you haven’t worked with this type of software before, you can talk about other types of recording software that you’ve used.

Example: “In my last role as an operator, I was responsible for managing all incoming calls to our office. We used a call recording software that allowed me to record both sides of the conversation so I could review them later if needed. This system also made it easy to find important information like phone numbers or dates when I needed to reference them.”

Provide an example of a time when you had to deal with an angry caller and how you resolved the situation.

This question can help the interviewer determine how you handle stressful situations and whether you have experience dealing with difficult people. When answering this question, it can be helpful to mention a specific situation where you were able to calm an angry caller and resolve their issue or complaint.

Example: “In my previous role as a PBX operator, I had to deal with many callers who were upset about long hold times or other issues they experienced while trying to reach someone on our company’s phone system. One time, I answered a call from a customer who was very frustrated because he couldn’t find the information he needed on our website. After listening to his concerns, I asked him if he would like me to walk him through navigating our website so that he could find what he was looking for. He agreed, and after walking him through the process of finding the information he needed, he thanked me and ended the call.”

If a caller asks for a specific employee but that employee isn’t available, how would you handle the situation?

This question can help the interviewer assess your customer service skills. It’s important to be honest in your answer and show that you would try to find a solution for the caller as quickly as possible.

Example: “If this happened, I would apologize to the caller and ask if they could hold while I look for another employee who may be able to assist them. If no other employees are available, I would offer to take their number and call them back when the person they were looking for became available. This shows the caller that I am actively trying to help them and will do my best to resolve the issue as soon as possible.”

What would you do if you received a call and the caller couldn’t hear you but you couldn’t determine what was causing the issue?

This question is a great way to assess your problem-solving skills and ability to troubleshoot. It also shows the interviewer that you are willing to go above and beyond for customers. In your answer, explain what steps you would take to determine the cause of the issue and how you would fix it.

Example: “I would first ask them if they could hear me at all or if I was cutting out. If they said no, then I would try to figure out why they couldn’t hear me by asking questions about their environment. For example, I might ask if they were in an open space or surrounded by other people. Then, I would try to adjust my volume to see if that fixed the issue. If not, I would move on to testing different channels until I found one that worked.”

How well do you perform under pressure and what is the largest volume of calls you’ve handled in a single day?

The interviewer may ask you this question to assess your ability to handle high-pressure situations. This is because working as a PBX operator can sometimes involve handling many calls at once, which can be stressful if you’re not prepared for it. In your answer, try to demonstrate that you are capable of handling pressure and have the skills necessary to perform well in this role.

Example: “I am very comfortable with handling multiple calls at once. I worked as an operator for a large call center where we handled up to 100 calls per day. I was able to manage all these calls by using my organization and multitasking skills. I also used my phone answering skills to help me prioritize calls so I could provide customers with the best service possible.”

Do you have experience working with a diverse range of people and communicating effectively with both customers and coworkers?

The interviewer may ask this question to assess your communication skills and interpersonal abilities. Your answer should highlight how you have developed these skills through past experiences, such as working with a diverse range of people in previous roles or taking relevant courses that helped you develop these skills.

Example: “I worked at my last job for three years, where I was the only operator on duty during peak hours. This meant I had to communicate effectively with customers who called in, while also communicating with coworkers about any issues they encountered when handling calls. To do so, I took an active role in developing strong communication skills, including actively listening to others and asking questions to clarify information. These skills helped me work well with both coworkers and customers.”

When a caller asks to be transferred to a specific extension but the employee isn’t available, what would you do?

This question is an opportunity to show your problem-solving skills and ability to think on your feet. You can answer this question by describing a specific situation in which you had to transfer a call to someone who wasn’t available, how you handled it and the result of your actions.

Example: “If I couldn’t reach the employee because they were out sick or on vacation, I would try to find another employee with similar responsibilities to transfer the caller to. If no one was available, I would apologize to the caller and offer them a different extension to speak with until the original employee returned. This way, the caller could still get the information they needed while we waited for the other employee to return.”

We want to ensure that our call volume is as efficient as possible. How would you encourage our employees to use the phone system efficiently?

The interviewer may ask you a question like this to assess your customer service skills and how you would help the company achieve its goals. In your answer, demonstrate that you understand the importance of using the phone system efficiently and how it can benefit the organization.

Example: “I know that call volume is an important factor in determining efficiency. I would encourage employees to use the phone system as much as possible because it helps reduce the number of calls they receive during their shift. This means they can spend more time with customers who need additional assistance or information. It also reduces the amount of time our operators have to spend on hold when they transfer calls.”

Describe your experience with using phone systems with multiple levels of menus and options.

This question can help the interviewer determine your experience with using phone systems that have multiple levels of menus and options. This is important because PBX operators often need to navigate through several different menus and options when answering calls or helping customers.

Example: “In my previous role, I worked as a receptionist for an insurance company where we used a multi-level phone system. The first level was our main menu, which allowed us to choose between customer service and sales support. From there, we could select from a list of departments within each department. For example, if we chose ‘insurance’ on the first level, we could then choose ‘auto insurance’ or ‘homeowners insurance.’ Each option had its own submenu.”

What makes you a good fit for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their company. Before your interview, make a list of reasons why you are the best candidate for this role. Think about what skills you have that will help you succeed in this position.

Example: “I am a highly organized person who is able to multitask well. I also have excellent customer service skills, which makes me a great fit for this role. In my previous role as an office receptionist, I was responsible for answering phones and helping customers with questions. I enjoy working with people and making them feel comfortable. My communication skills and friendly demeanor make me a good choice for this job.”

Which phone systems have you used in the past and what level of experience do you have with them?

This question helps employers understand your level of experience with different phone systems. It also shows them that you are willing to learn new things and adapt to change. When answering this question, list the phone systems you have used in the past and explain what you liked about each one.

Example: “I’ve worked with several different phone systems throughout my career as a PBX operator. In my last position, I was responsible for managing a VoIP system. This system allowed me to make calls from any location using an internet connection. I really enjoyed being able to work remotely when needed. Another benefit of this system is that it’s easy to use and has many features that help us complete our daily tasks.”

What do you think is the most important aspect of being a PBX operator?

This question is a great way for the interviewer to learn more about your personality and how you approach your work. Your answer should show that you understand what’s important in this role, but it can also be an opportunity to share some of your personal values with the interviewer.

Example: “I think the most important aspect of being a PBX operator is customer service. I know that when customers call our company, they’re looking for help or information, so my goal as a PBX operator is to make sure they get exactly what they need. Whether they’re calling because they have a problem or just want to ask a question, I always try to provide them with excellent service.”

How often do you handle calls on average and how do you manage your time during busy hours?

This question can help the interviewer understand how you manage your time and prioritize tasks. Your answer should include information about how you keep track of incoming calls, monitor call times and communicate with other employees when needed.

Example: “I usually handle between 20 to 30 calls per hour depending on the day. I use a timer to keep track of my calls so that I know when to take breaks and when it’s appropriate to transfer calls or ask for assistance from another operator. During busy hours, I try to stay ahead of the calls by taking shorter breaks and transferring calls as necessary.”

There is a technical issue with the phone system and you can’t help a caller. What do you do?

This question is a great way to see how you handle customer service issues. It’s important for an interviewer to know that you will be able to help their customers when there are technical problems with the phone system. In your answer, try to show that you have good problem-solving skills and can think on your feet.

Example: “If I couldn’t solve the caller’s issue over the phone, I would ask them if they could hold while I troubleshooted the issue. If it was something simple like a line being busy, I would fix it right away. If it was more complicated, I would find someone who could help me figure out what the issue was so I could get back to helping the caller as quickly as possible.”