Interview Question: Do You Have Experience Working Towards Targets and KPIs

I am applying for job and one question they are asking is – Do you have experience working towards targets and KPIs?

How do I answer that?

I have not worked in a call centre before, I have worked in retail as a customer service assistant.

Question asked by Michelle

3 Ways to Answer This Question

I think there are 3 ways to answer this question, you could focus on the detail, the process, or the improvement.

Example 1 – Focusing on the Detail

“Yes, in my previous role at [COMPANY NAME], I consistently worked towards specific targets and KPIs. For instance, one of our key performance indicators was to achieve a daily sales target of [AMOUNT].

I achieved this by understanding customer needs, recommending appropriate products, and providing excellent service.

We also had goals for [INSERT GOAL – e.g. inventory]. We aimed to [INSERT TARGET DETAILS – e.g. reduce mistakes in stock levels by X% every X months].

I helped by [INSERT ACTIONS – e.g. record keeping and stock checking], which led to a [INSERT OUTCOME DETAILS – e.g. X% improvement in accuracy over the year. ].”

Example 2 – Focusing on the Process

“Yes, I have experience working towards targets and KPIs in the [PREVIOUS SECTOR]. In my previous position, I was responsible for [INSERT RESPONSIBILITIES – e.g. meeting daily and monthly sales targets and inventory goals].

To consistently meet these KPIs, I developed a systematic approach that involved [INSERT DETAILS – e.g. prioritizing high-impact tasks, maintaining an organized inventory, and using effective sales techniques]. This process helped me not only meet but often exceed my targets.”

Example 3 – Focusing on the Improvement

“Absolutely, in my last role at [COMPANY NAME], our team was driven by clear targets and KPIs such as [INSERT KPIs – e.g. daily sales goals, inventory turnover rates, and stock accuracy].

I played a key role in a project aimed at [INSERT PROJECT DETAILS – e.g. improving our inventory management].

By [INSERT PROJECT ACTIONS – e.g. analyzing stock data and identifying common discrepancies], we developed new procedures and updated our protocols, which led to a [INSERT PROJECT OUTCOME – e.g. X% improvement in inventory accuracy within X months].

This experience taught me the importance of continuous improvement and teamwork in achieving and exceeding performance targets.”

I wouldn’t use these word-for-word, these are just examples to give you an idea on how to structure your response. You need to look back at what you’ve done in your previous roles and draw on this experience and also practice with someone who can provide feedback.

Thanks to Rob

Understand Your Experience with Targets and Standards

Think about your current role, do you have any targets which require you to meet certain standards?

Things like accuracy on the till, customer satisfaction scores i.e. mystery shopping, sales revenue generated, store card sign-ups, show you have real experience of working towards targets.

For example, whilst working in a customer service environment, as a waitress, I had targets for selling the most deserts and cocktails, getting the most trip advisor reviews.

Don’t be too blinded by the term ‘KPI’ either. I’ve heard many different descriptions for the same thing over the years such as SLAs, KPAs, KPIs, EBRs.

With thanks to Bill O’Reilly and Amy

Some Great Resources to Help Prepare for A Call Centre Job

This article really helped me prepare for my interview Top 50 Customer Service Interview Questions – with Answers

It covers the main questions that will be asked in a ‘call centre’ interview, and how to prepare answers for them. The last question in the list asks “Please outline and describe your current targets and KPIs “How do you ensure you achieve these?”

There is also this article, Top 10 Customer Service Team Leader Interview Questions which are interview questions for a team leader position, but are relevant for most positions in the contact centre.

You can also find out more about the KPI’s that are used in the contact centre in the article An Introduction to Contact Centre KPIs and KPAs, and this one that shows the top KPIs that companies are using: The Best KPIs to Use in Your Call Centre.

You can then use these to prepare for an interview in a call centre, and create an answer that links to your experience.

With thanks to Jonty, Rosie and Pam

This article was made possible due to the great community of experts we have at Call Centre Helper, to get involved just join our LinkedIn Community and and if you aren’t already make sure you are following us on LinkedIn to see our latest content.

For more articles on preparing for an interview in a call centre, you should read these articles next:

• Customer Service Interview Questions
• Interview Dos and Don’ts
• 4 Classic Customer Service Interview Questions – With Answers

Author: Jonty Pearce