Likely Interview Questions – General & Motivation

These questions assess your motivation, understanding of the programme, and interest in a call centre and insurance environment.

• What do you know about OUTsurance and the services it provides?
• Why did you apply for the OUTsurance OSS Hastings Learnership?
• Why are you interested in working in a call centre environment?
• What attracts you to the financial and insurance industry?
• What do you hope to gain from this learnership opportunity?
• How do you think this learnership will help you in your future career?

Role-Specific Interview Questions (Entry Level)

These questions assess your understanding of customer service, communication, and readiness for a call centre role.

• What does good customer service mean to you?
• How would you handle a customer who is upset or frustrated?
• Why is clear communication important when speaking to customers on the phone?
• How would you ensure you remain professional during difficult calls?
• What skills do you think are important for success in a call centre role?
• How do you handle working under pressure or meeting targets?

Behavioural Interview Questions (STAR-Based)

These questions assess attitude, communication, reliability, and problem-solving using school or everyday experiences.

• Tell us about a time you helped someone solve a problem.
• Describe a situation where you had to communicate clearly with others.
• Give an example of when you had to stay calm in a difficult situation.
• Tell us about a time you took responsibility for completing a task.

How to Answer Using the STAR Method

STAR Method Explained:

1. Situation – What was happening
2. Task – What you needed to do
3. Action – What you did
4. Result – What happened and what you learned

Sample Entry-Level STAR Answer:

1. Situation: A classmate was struggling to understand a topic before an exam.
2. Task: I wanted to help them understand the work clearly.
3. Action: I explained the topic step by step and answered their questions patiently.
4. Result: They understood better, and I learned the importance of clear communication.

If You Have No Work Experience

OUTsurance understands that many candidates may not yet have work experience. You can use examples from:

• School projects or group work
• Helping customers or people in everyday situations
• Volunteering or community involvement
• Sports teams or leadership roles
• Household responsibilities

Focus on communication, reliability, patience, and willingness to learn.

Common Interview Mistakes to Avoid

• Not researching OUTsurance
• Giving very short answers without examples
• Showing little interest in customer service or call centre work
• Speaking negatively about dealing with customers
• Not listening carefully to questions

Quick Interview Preparation Checklist

• Research OUTsurance and understand its customer-focused culture
• Think about examples where you helped or communicated with others
• Practice speaking clearly and confidently
• Dress neatly and professionally
• Arrive on time and prepared
• Prepare one simple question about the learnership or training

Below are entry-level call-centre role-play scenarios tailored for the OUTsurance OSS Hastings Learnership. They are designed for Grade 12 / Matric candidates with no prior work experience and reflect what assessors typically test in call-centre interviews.

Role-Play 1: First Customer Call

What this assesses: Greeting, tone, confidence, basic call structure.

Scenario: A customer calls the call centre for the first time and sounds unsure.

What you may be asked to do:

1. Greet the customer professionally
2. Introduce yourself
3. Ask how you can assist

What interviewers look for:

1. Friendly, clear greeting
2. Calm and polite tone
3. Willingness to help
4. Professional language

Example: “Good day, thank you for calling OUTsurance. My name is [Your Name]. How may I assist you today?

Role-Play 2: Handling an Upset Customer

What this assesses: Emotional control, empathy, problem-solving.

Scenario: A customer is upset because they have been waiting on hold for a long time.

What you may be asked to do:

1. Respond to the complaint
2. Calm the customer
3. Offer assistance

What interviewers look for:

1. Apologising appropriately
2. Listening without interrupting
3. Showing empathy
4. Remaining calm and respectful

Example:  “I’m really sorry for the wait, and I understand how frustrating that can be. Thank you for your patience. I’m here now and will do my best to assist you. How can I help you today?”

Role-Play 3: Explaining Information Clearly

What this assesses: Communication skills and clarity.

Scenario: A customer does not understand information you are giving them.

What you may be asked to do:

1. Re-explain the information
2. Check understanding

What interviewers look for:

1. Simple language
2. Patience
3. Clear explanations
4. Asking clarifying questions

Example: “No problem at all. Let me explain it in a simpler way. If anything is unclear, please feel free to stop me and ask questions.”

Role-Play 4: Following Procedures

What this assesses: Attention to detail and compliance.

Scenario: A customer requests assistance, but you must follow a set process before helping.

What you may be asked to do:

1. Ask required questions
2. Follow steps correctly

What interviewers look for:

1. Following instructions
2. Not skipping steps
3. Professional questioning
4. Accuracy

Example: “To assist you correctly, I need to ask a few questions first. This will help me make sure I give you the right information. Is that okay with you?”

Role-Play 5: Ending the Call Professionally

What this assesses: Closing skills and customer experience.

Scenario: You have resolved the customer’s query.

What you may be asked to do:

1. Close the call politely
2. Thank the customer

What interviewers look for:

1. Confirming the issue is resolved
2. Friendly closing
3. Professional farewell
4. Positive tone

Example: “I’m glad I could help you today. Is there anything else I can assist you with? Thank you for calling OUTsurance. Enjoy the rest of your day.”

Tips for Call-Centre Role-Plays

• Speak clearly, calmly, and confidently
• Always be polite and respectful, even if the customer is upset
• Listen carefully before responding
• Avoid slang or informal language
• Stay professional and positive at all times
• Focus on helping the customer, not rushing the call