Structured Interviews for Call Centre Representative Selection

Desklib provides past papers and solved assignments. This discussion analyzes structured interviews for call centre recruitment.

1
Discussion
Discussion
STUDENT NAME & ID:
TUTOR NAME:
COURSE NAME:
SUBMISSION DATE:

2
Discussion
A structured interview is one which contains a set of questions for the interviewee (Kallio, et. al.,
2016). As a hiring manager and a recruiter, the structured interview is helpful in the initial
screening of a person.
Along with this, it defines another benefit in terms of consistent information for a selection
decision-making process.
Moreover, it directs a standardise form of evaluation of a person to assess the effective and
efficient candidate. A hiring manager has found specific limitation out of which primarily refer
to lack of validity. It also creates difficulty to determine the truthfulness of a person as they are
better aware of the situation and prepare it in advance. It is essential for me to convince the
hiring manager to use a structured interview process. I have found that formal interview enables
the management of consistency across different candidates. I am going to describe the pros of a
structured interview like less time consuming, effective, and consistent. The hiring manager and
different background candidates are required to involve in the interview process at different time
duration. Following are situational and behavioural interview questions for the position of Call
Centre representative in the call centre department (Gerencer, 2019):
 Specify the situation in which you had faced a problem with a coworker at the
workplace?
 Describe a time when you had to choose something over than doing a good job?
 Provide an example when you use logic to resolve a particular problem?
 Please specify one of a milestone with a description of how to reach it?

3
Discussion
These questions have helped to describe the different situation and determine the behaviour of a
person. A positive and appropriate response is expected from these questions. It will help to
indicate the positive behaviour of candidates.

4
Discussion
References
Gerencer, T. (2019). 20 Situational Interview Questions and Answers to Nail Your Interview.
[Online] Zety. Retrieved from: https://zety.com/blog/situational-interview-questions.
Kallio, H., Pietilä, A. M., Johnson, M., & Kangasniemi, M. (2016). Systematic methodological
review: developing a framework for a qualitative semi‐structured interview
guide. Journal of advanced nursing, 72(12), 2954-2965.