If you apply to a business process outsourcing (BPO) company or a contact centre, the interview often includes a mock call. An assessor plays a customer for a few minutes while you play the agent. The format varies by company. Some give you a scenario card. Some give nothing and see what you do. Some record the call and review it afterwards.
This guide covers what usually happens, what assessors tend to note, and a way to rehearse on your own.
What a mock call usually looks like
Typical format, though your employer may differ:
- A short briefing. "You work for a mobile phone company. A customer will call about a bill."
- A short call. Often two to five minutes.
- A pause, then questions. "How did that go? What would you change?"
- A written exercise. Some employers add a typing or note-taking task, since agents write while they talk.
The call is usually in the language you are applying to work in. If the role needs English calls, expect the mock call to be in English. If it is bilingual, you may be asked to switch.
What assessors usually note
Assessors fill in a simple form. Without seeing yours, it will probably cover things like:
- Opening and closing the call properly
- Speaking clearly at a steady pace
- Listening and not interrupting
- Being polite when the customer is not
- Asking questions to find the real problem
- Describing a next step
- Staying calm if the scenario gets difficult
Note what is missing: perfect knowledge, perfect grammar, or a performance. Plain, clear and patient is the target.
The shape of a good mock call
Think in six beats. You can say each one in a sentence.
- Open. "Thank you for calling [company], this is [name]. How can I help?"
- Listen. Let the caller finish. Make small sounds that show you are following.
- Confirm. "So the bill is higher than last month and you'd like to understand why."
- Ask. One question at a time. "Could I have the account name?"
- Act and explain. "I'm checking that now. Please give me a moment."
- Close. "I've noted this. You'll receive an email today. Is there anything else I can help with?"
If you only remember one thing, remember beat 3. Repeating the problem in your own words shows you understood, and it gives you thinking time.
A rehearsal routine for one evening
You do not have a partner, an assessor or a headset. You do have a phone and a voice.
Step 1: pick three scenarios. A billing question, a late delivery and a caller who cancels. Those cover most BPO accounts.
Step 2: write your six beats on a card. One line each. Not a script, just anchors.
Step 3: say the call out loud, playing both sides. It feels silly for about a minute. Voice the customer's lines, then yours. Try an annoyed customer once and a calm one once.
Step 4: record one run. Listen back for three things only: pace, filler words and how you end the call.
Step 5: repeat after a break. Two short sessions beat one long one.
If you want a customer who answers back, use a practice tool. DIRI AI lets you talk to an AI customer by voice, which is useful because you cannot predict what is said next. It does not rate your accent or pronunciation. It looks at what you said and how the call went, and gives you a report afterwards.
What to do when the customer is rude
Mock calls often include a rude or angry customer on purpose. The assessor wants to see you stay steady.
- Let them finish. Do not talk over them.
- Use one acknowledgement line: "I can hear that's frustrating."
- Move to what you can do: "Here's what I'll do now."
- If the language becomes abusive, say once, calmly: "I want to help you, and I can only do that if we keep this respectful." The assessor wants to know you can set that boundary.
More on the first thirty seconds is in how to handle an angry caller.
Common mistakes
- Speaking too fast because you are nervous. Slow down at names, numbers and the close.
- Apologising repeatedly. One honest apology is enough.
- Talking while the customer is still talking. Let silence happen.
- Promising things you cannot control. Say what you will do, not what the system will do.
- Forgetting to close. A clean ending shows the call is under control.
- Reading a memorised answer. It sounds flat. Use a few phrases and speak normally.
Language and clarity
If you are applying in your second or third language, your biggest advantage is preparation. Learn the phrases you will say most: greeting, "let me check", spelling back a name, the close. Say them aloud until they are comfortable. Clear and steady beats fast and fluent.
Two habits help everyone: spell back names and numbers one group at a time, and say "could you repeat that, please?" without embarrassment. Agents do that every day.
On the day
- Join five minutes early and have water nearby.
- Sit upright. Posture changes your voice.
- If the call is by headset, speak a little slower than normal.
- Smile before you start. People hear it.
- After the call, say what you would change. Honest and specific is good.
Related: Call centre interview role-play questions, Call-centre new-hire practice plan, Call centre and BPO training.
FAQ
Is the mock call scored?
Usually the assessor takes notes or fills in a form. Companies rarely share the form, so prepare the basics: opening, listening, clarity, calm and a clear close.
What if I do not know the answer to the customer's question?
Say you will check. "I'll find that out for you and come back to you" is acceptable and honest.
Can I use notes?
If the assessor allows it, a small card with your six beats is fine. Do not read a script.
How can I practise if I do not have a partner?
Play both sides aloud, record yourself, or use a voice practice tool with an AI customer. Practise out loud: silent reading does not prepare your voice.
Practise before the day
DIRI AI is an AI phone-call practice tool with an AI customer that is labelled as AI. Try a call before your interview and read the report afterwards. See current plans on the pricing page.