In your previous call center experience, describe a time when you took the lead—formally or informally—to improve a process (for example, a call script, escalation path, or knowledge base article). How did you identify the issue, align others around your idea, and ensure the change was implemented effectively?

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VirtualInterview.AI · Accepted Answer

At my last center, I noticed we were getting the same billing question over and over, and those calls were running long. When I pulled my own stats, my AHT on that topic was about 2 minutes higher than my average. I asked my supervisor if I could review 20 random calls on that issue and I tracked where they went off track. The problem was our script—too much jargon and no clear path for edge cases, so escalations were around 30%. I drafted a shorter script, added two simple probing questions, and wrote a quick decision tree for the knowledge base. I ran it by two top-performing reps, incorporated their feedback, then presented it in our huddle with a mini role-play. My supervisor had the team pilot it for two weeks. For that call type, AHT dropped by about 40 seconds and escalations fell to 15%, so the script was rolled out site‑wide.

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