Pratique du Shadowing: Initial Call Center Interview Simulation | No Experience, Undergraduate - Apprendre l'anglais à l'oral avec la vidéo
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141 phrases
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Good morning.
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Thanks for taking the time to interview with me today.
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I'm Rachel.
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Nice to meet you, Rachel.
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Thank you so much for this opportunity.
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Can I call you Candice?
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Sure.
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That's how everyone calls me.
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Are you nervous?
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I absolutely am.
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Yeah.
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Oh, don't worry.
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This is just a conversation between two people.
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So I'm going to be asking questions about yourself,
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about how good of a fit you are to the job.
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Pretty basic questions because this is just an initial interview, you know?
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So just think of this like we're having a light chat about yourself.
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I will definitely try.
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Perfect.
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So let's start easy.
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Why don't you, of course,
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tell me something about yourself.
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Okay.
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So I began my studies in communications at Eastern Dabau Academy,
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which helped me develop my interpersonal and analytical skills.
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Unfortunately, I had to step back due to financial challenges.
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But during my time in college,
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I participated in various group activities and even led some of them,
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which helped me hone my communication skills.
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While I might not have completed my degree,
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I believe that the skills I've acquired make me a good fit for this role.
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And why did you consider joining our call center?
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A friend of mine who used to work here spoke very highly of Questchon's positive work environment and teamwork.
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And I believe that I want to be a part of that,
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especially with my background in communications.
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I know I can contribute to the company.
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And honestly, I have been drawn to roles where I can directly help people and find solutions.
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Okay.
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But do you have a grasp of the day-to-day duties of a call center agent?
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Definitely.
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So a call center agent handles customer increase,
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troubleshoots issues, and could also sometimes sell products and services depending on the brand's needs.
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They also just do not address concerns,
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but they make sure that each interaction is as positive as it could be because it reflects the image of the brand.
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Okay.
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So about schedules, you know,
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graveyard shifts, holidays, shifting hours,
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how do you feel about that?
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Well, I've prepared myself mentally for it.
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I've researched a lot about the job.
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I know that this could involve some considerable amount of stress,
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and I'm prepared for it.
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For me, adaptability is the key in today's world where everything is changing.
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And how would you handle stress or handle challenging customers?
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well for me i've always thought of handling difficult customers as
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a sort of a friendly debate uh the goal is not about winning
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but more about understanding the other person's perspective putting yourself in their shoes
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and then coming up with ways on how to to cooperate with the other person
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so I think I would approach customer service that way.
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Well that's a refreshing take on it.
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You know seeing it as a chance to connect instead of a hurdle definitely makes a lot of difference
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when it comes to dealing with customers and dealing with stress.
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But how would you handle feedback or criticism?
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For me feedback is more like a roadmap.
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It shows where I am and where I need to go.
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So as long as it's a constructive feedback, I really appreciate it.
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And I would welcome it with open arms because it helps me grow and do better.
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It's not always easy to hear,
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but it's beneficial in the long run.
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Good perspective.
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And with the current global situation,
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how comfortable are you with remote work or potential changes to the work environment?
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I'm quite comfortable.
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I've set up a quiet space at home with my laptop.
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And I believe I'm quite tech savvy enough to be able to keep up with the tools.
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And I heard that there's a lot of tools,
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but I think I can keep up with it.
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I believe in staying updated and flexible,
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so I'm confident with my ability to work remotely.
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And what about your studies?
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Any plan to resume it in a year or two?
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I've definitely thought about it,
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but I finally decided that I would first work for a living
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for three years and then decide what to do from there.
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I feel like at this point,
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the most beneficial step for me would be to earn money for a living and gain some real world experience.
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And before we wrap this up,
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I see here in your resume that you worked in a local cafe during your college years.
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Can you tell me a little bit more about that experience
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and how you think it prepares you for this role as a call center agent?
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Absolutely.
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So at the cafe, I managed the front counter.
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I was the one taking orders from customers.
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But for me, it was never just about taking orders.
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It was also about adjusting to customers and making sure that they get the best experience possible.
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I had to adapt quickly,
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especially during rush hours, and also communicate clearly with both the customers and the kitchen staff.
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It only lasted for a few months
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because i had to go back to school
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that was only for the summer but for me it taught me patience
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and the importance of clear communication and adaptability
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and i think these experiences are crucial for a call center position yes that is definitely a relevant experience
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and do you have any questions for me?
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Yes, I'm curious.
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What is the typical progression of someone who starts as a call center agent in your company
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and wants to maybe in the future climb to a higher position?
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Okay, well, that's a great question.
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So agents who perform consistently well can move up to become team leads,
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QA, trainers, or move into other departments depending on the skills.
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And the good thing is we also have a program called
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Ascend where promising agents have the opportunity to receive training for whatever roles they're trying to be promoted to.
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Wow.
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Wow.
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That's very interesting.
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Thank you so much for explaining that.
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My pleasure.
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So Candice, based on our conversation today,
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you have passed the initial interview.
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Congratulations.
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Really?
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Thank you so much.
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Thank you so much.
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I appreciate this opportunity.
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My pleasure.
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So the next step will be versant and typing speed.
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We have available slots for Wednesday 9 a.m to 12 p.m.
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Does Wednesday 9 a.m work for you?
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Yes, Wednesday would be perfect.
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Perfect.
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Okay, that's Wednesday 9 a.m.
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And again, congratulations for passing this initial interview.
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Thank you so much, Rachel.
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Thank you so much for giving me a chance.
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If you want to learn the 10 tips on how to ace your initial call center job interview,
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you continue watching from here up to the very end of this video
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so my number one tip is to show
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that you understand the job description of a call center agent hey Maria thank you for coming in
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uh before we move forward I'd like to gauge your understanding
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of the industry can you describe what you believe are the
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responsibilities of a call center agent to me a call center agent is the voice of a company
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or a brand so depending on the needs of a brand
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Vocabulaire et conseils d’expression pour cette leçon
Cette leçon d’expression orale de niveau B1 s’appuie sur la vidéo « Initial Call Center Interview Simulation ». Les mots qui reviennent le plus souvent : center, agent, customer, interview, definitely. Cette vidéo contient 141 phrases et 1214 mots à répéter en shadowing. La partie parlée dure 8:08. Le locuteur parle à un rythme régulier d’environ 149 mots par minute, confortable pour le shadowing. 85 % des mots font partie des 3 000 mots les plus courants en anglais ; le reste mérite d’être vu avant de commencer.
Vocabulaire clé de cette vidéo
Les 15 mots les plus avancés de la vidéo, avec leur prononciation et leur sens :
| Mot | Prononciation | Sens |
|---|---|---|
| distress nom | /dɪˈstɹɛs/ | détresse |
| depend verbe | /dɪˈpɛnd/ | dépendre |
| feedback nom | /ˈfiːdˌbæk/ | évaluation, réaction |
| adaptability nom | /ədæptəˈbɪlɪti/ | adaptabilité |
| café nom | /ˌkæˈfeɪ/ | café |
| beneficial adjectif | /ˌbɛn.ɪˈfɪʃ.əl/ | bienfaisante, bénéfique |
| resume verbe | /ˈɹɛz.ə.meɪ/ | recommencer, reprendre |
| ascend verbe | /əˈsɛnd/ | monter |
| hurdle nom | /ˈhɝd(ə)l/ | haie |
| interpersonal adjectif | interpersonnel | |
| teamwork nom | travail d'équipe, travail en équipe | |
| savvy adjectif | /ˈsæv.i/ | futé, malin |
| graveyard nom | /ˈɡɹeɪvˌjɑɹd/ | cimetière |
| refresh verbe | /ɹɪˈfɹɛʃ/ | revigorer, rafraîchir |
| remotely adverbe | /ɹɪˈmoʊtli/ | à distance |
Les verbes à particule que vous entendrez
| Mot | Prononciation | Sens |
|---|---|---|
| keep up with verbe | aller de pair avec | |
| come up with verbe | inventer, imaginer | |
| set up verbe | /ˌsɛt ˈʌp/ | mettre en place, installer |
La grammaire de cette vidéo
Les structures que le locuteur utilise le plus, avec les mots exacts de la vidéo :
| Structure | Dans la vidéo |
|---|---|
| Present perfect have/has + participe passé — une action passée qui compte encore maintenant | I've acquired · have been drawn · I've prepared |
| Voix passive be + participe passé — l’accent est mis sur ce qui arrive, pas sur qui le fait | have been drawn · be promoted |
| Superlatifs the -est / the most … — le plus haut ou le plus bas d’un groupe | the most beneficial · the best |
| Obligation : must / have to / need to dire qu’une chose est nécessaire | had to step · need to go · had to adapt |
Prononciation à surveiller
Le locuteur utilise 18 contractions et formes réduites, comme I'm, I've, don't. Prononcez-les sous leur forme courte, telles que vous les entendez.
- Les sons « sh » et « zh »: beneficial /ˌbɛn.ɪˈfɪʃ.əl/, troubleshoot /ˈtɹʌbl̩ˌʃuːt/, refresh /ɹɪˈfɹɛʃ/, progression /pɹəˈɡɹɛʃən/, patience /ˈpeɪ̯.ʃəns/
- Mots longs — placez bien l’accent: adaptability /ədæptəˈbɪlɪti/, beneficial /ˌbɛn.ɪˈfɪʃ.əl/, analytical /ˌæn.əˈlɪt.ɪ.kəl/, cooperate /kəʊˈɒp.ə.ɹeɪt/, communicate /kəˈmjuːnɪkeɪt/
Les sons difficiles pour les francophones :
- /tʃ/ et /dʒ/ — à ne pas adoucir en « ch » et « j »: gauge /ˈɡeɪd͡ʒ/, adjust /əˈd͡ʒʌst/
- /r/ anglais — langue recourbée, sans frotter la gorge: distress /dɪˈstɹɛs/, resume /ˈɹɛz.ə.meɪ/, troubleshoot /ˈtɹʌbl̩ˌʃuːt/, versant /ˈvɜː(ɹ)sənt/, graveyard /ˈɡɹeɪvˌjɑɹd/
Comment s’entraîner avec cette vidéo
- Écoutez la vidéo en entier une fois sans parler et notez les mots que vous ne connaissez pas.
- Répétez phrase par phrase à vitesse normale, en reprenant chacune jusqu’à ce que votre rythme corresponde à celui du locuteur.
- Enregistrez-vous et comparez avec l’original, en faisant attention à des mots comme distress, depend, feedback.
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.