The Virtual Call Centre Network interview questions

I came across this job when searching for flexible work that I can do from home. My wife is in a relatively senior job and I stay at home to look after the kids. Since my youngest has just started school I decided that now would be a good time to get back to work but I needed something that would work with having to do the school run. I filled in a couple of applications online then about 8 or 9 days later they contacted me by email to arrange a telephone interview. They called me at the time arranged and it started off with them telling me about the company I would be working for. It was pretty much along the lines of the information they had previously sent me the main difference is that it went into a bit more detail in terms of explaining which calls I would be dealing with and also explaining how training works. I've worked in call centres for many years and to be honest the whole explanation and how everything works is pretty much the same as all the other call centres I've worked for in the past the only thing really different about this is the fact that you are doing it from home. The main attraction to me is the fact that I can choose my own hours which is perfect because it means I can drop the kids off then work until I need to pick them up again. Anyway the whole telephone interview lasted just over 30 minutes and overall I would say it went quite well. The person interviewing me was quite friendly/relaxed and the interview just seemed to be structured around the information in my CV, it felt more like a conversation with a colleague as opposed to just going through a list of questions. I don't think there was a particular set of questions it was more questions based on my own experiences. Because the conversation and questions where based on my own experiences I thought it was pretty easy. The only slight sticking point for me is that the training dates and times are not negotiable. It was explained that because you will be doing group training online everyone in the group has to be present and online at the same time. At first I thought might have been a problem because of dropping the kids off to school but thankfully my sister lives nearby and offered to take care of that for me which is a life saver. If my sister didn't live nearby it would have made it difficult for me to attend training which I would say is the biggest downside but on the other hand when training is done and dusted I will be able to choose all my own hours so I figured it was worth the short term hassle for the long term benefit of being able to choose my own hours. Once the interview is out of the way you have to do a test to make sure that your internet is fast enough, you then have to do a voice test where you have to record answers to some basic questions, then you have to do a criminal background check. Once you have done that you get all of the information you need for when you have to start training. Anyway I don't want this review to be too much longer but I would describe the overall experience as being pretty relaxed, straightforward and professional.

The whole experience I felt was quite unbearable and unpleasant, the first and hopefully the last I will have to endure. It started off as the interview calling exactly at 1900, then having to ask me if he could call back in 2 mins to relocate himself from his office to somewhere private to suit his current environment due to a contractor working within his premises, I thought it was strange but agreed. When he officially started the process, I could hear from his tone of voice he seemed exhausted or fed to be on the phone (quite irritable). I chose to ignore it and continue with the interview I had eagerly and waited to have all week. After he introduced himself and the introduction of the company, he then went on to ask if I had the following equipment and able to attend the training. My answer was yes to all, however I had a question regarding the training and how it was conducted as I added that I have two young children who I take care of majority of the day, Hence the reason for this application towards the job role and its flexibility. He made a professional suggestion towards attending the training catering from 9-1pm in later August start date, I thought this was a good suggestion. He then went on to ask if I had any questions so far, which I did. I asked the following questions :- “How is the holiday structure conducted, answered you just inform the brand when you intend to be away. I also asked the question as I had an element of confusion regarding the platform fee. As I was led to believe that companies required a minimum of 15 hours per week which I would incur a $40 platform fee per month. However the interviewer stated you have a choice of not working a month which means you would not incur the platform fee. I asked for clarity regarding this and I was met with a hostility constant interrupting while I was speaking and quite demeaning attitude for the remaining interview time. After the awkward silence he then went on to ask about my previous experience within a call center and experience with dealing with client complaints. I explained my previous role as a Hotel Health Club and Spa Manager and that we are constantly approached with difficult clients and situations so problem solving had become second nature to the job. I then went on to explain my experience within what we classify as a call center within the hotel industry (Central reservation Center) where we are approached with constant calls, mine in particular to the spa department and my time spend there was majority and the rest on site within the spa. The interviewers response was at this point increasingly noticeable with demean as if to say, is that it?. He then speedily came to the end with the words do you have any more questions if not we have two more people to see and will let you know mid next week. As this point the questions that I did have in mind I thought not to bother as the overall impression I received from someone who supposedly strongly represents the company was a complete negative one. I would like to make it abundantly clear that I myself have the knowledge, expertise and experience within management. I have conducted many interviews in the past, both telephone and in person and never would I have expected to experience such a poor conduct of professionalism. My reasons for approaching the advertised job role is due to being a full time mother of 2 trying to find a appropriate solution to work around and still earn a sufficient working wage. I felt this whole experience was very distasteful, I would not normally spend time detailing an account of the experience but due to the excitement, interest and research spent on the company as it would of suited my current lifestyle. I do not look to gain anything personally from this as I am no longer interested in joining what I thought was a highly reputable company, however I would not wish for others to experience what I had gone through hence my reasons for this direct correspondence.