MOCK INTERVIEW ASSESSMENT

SCENARIO: You have just been invited to a job interview at a Vancouver based In-bound Call Centre for
the Inbound Call Centre Representative (CSR) position. This Call Centre provides customer service
solutions and administrative services to a variety of flourishing industries.

JOB RESPONSIBILITIES JOB REQUIREMENTS

• Provide Customer Service to clients all over
North America
• Data entry of customer information
• Occasional outbound calling to follow-up with
existing clientele
• Responds to customer requests, special
instructions and inquiries in a timely and
efficient manner
• Establish customer relationships and follow up
with customers, as needed
• Spanish language skills are considered a bonus
• Maintain a strong work ethic with a total
commitment to success each and every day
• Excellent speaking skills
• Ability to work well under pressure
• Able to adapt to work in a fast paced
environment
• Outstanding communication and problem-
solving skills
• Have proficient knowledge of Windows, Email
& Microsoft Office
• Have the ability to multi-task in a teamwork
environment
• Call center experience is considered an asset

Your instructor will be conducting a Mock Interview with you and you will be assessed in a similar way as
in a real-life interview situation. During this Mock Interview, follow the same steps you have used in your
Role Play:
1. Greeting and handshake; take a seat.
2. Small talk.
3. 60 second introduction (Tell me about yourself).
4. Answer questions.
5. Ask questions.
6. Ask for business card or about the next step.
(May I please have your business card?
When will I hear from you? / If I don’t hear from you then, may I call you?)
7. Thank you and handshake.

During the interview, you will be asked the 3 types of questions (general information, behavioral and
stress) and you will be assessed from 0-5 (5=excellent) on the following criteria:

5. Exceptional. 3. Capable / Average. 1. Inadequate.

4. Better than average. 2. Poor. 0. Not present on interview date.

Relevant educational background 5 4 3 2 1

Relevant work experience 5 4 3 2 1
Related computer or other technical skills (if applicable) 5 4 3 2 1
Verbal communication skills 5 4 3 2 1
- Fluency & clarity of ideas
- Casual small talk
- Professional vocabulary
 - Relevant questions & answers
- Staying on topic & supporting your claims
Presentation skills 5 4 3 2 1
- Appearance (business casual or professional attire, grooming, etc.)
- Body language
- Voice intonation
- Self-confidence, but not arrogance
Attention to detail 5 4 3 2 1
- Ability to follow instructions
- Ability to find and correct small details that can improve the
business (“broken windows”)
- Thoroughness and precision
Flexibility 5 4 3 2 1
- Ability to adapt to organizational changes, different schedules, etc.
- Ability to work with different and diverse co-workers and/or
supervisors
- Ability to allow co-workers the opportunity to express themselves
& develop professionally
Integrity (scenario case questions or ethical dilemma questions) 5 4 3 2 1
- Ethical behavior
- Ethical values & principles
- Fairness at workplace
Critical thinking 5 4 3 2 1
- Problem solving skills
- Decision making skills
- Analytical skills
- The ability to self-develop (working alone)
Stress tolerance 5 4 3 2 1
- The ability to work under pressure, within tough deadlines and
within budget
Learning ability 5 4 3 2 1
- Fast learner (give examples)
- Learning on-the-job
- Applying current & previous theoretical knowledge to workplace
Interpersonal & cooperation skills 5 4 3 2 1
- Teamwork skills / ability to work in a group
- Conflict resolution skills
- Negotiation skills, etc.
Attitude towards this position (interest, enthusiasm, etc.) 5 4 3 2 1
Professional demeanor 5 4 3 2 1
- Professional behavior & attitude (proper greeting, handshake, etc.)
- Professional verbal communication / vocabulary and syntax