Imagine you are responsible for selecting operators to work in a contact centre.

• Prepare a set of behavioural questions suitable for the interview. You are looking for evidence of strong social skills (e.g. good verbal communication, positive attitude, good sense of humour, energy and enthusiasm) and good technical skills (e.g. numeracy and keyboard skills).
• Test out these questions on friends and colleagues to assess their effectiveness. What do you see as the key strengths and weaknesses of this approach?