Spotlight at the National Careers Service
Make a good call: how to impress in telephone interviews
If you’ve been selected for a telephone interview, first things first - well done! The employer has been impressed by your application or CV and wants to know more about you. But is there a difference between telephone and face-to-face interviews, and how you prepare for them?
There are differences, which we explain below. As with anything, you’ll get better at phone interviews the more you do them. But we hope these points will give you a head start.
Why do employers use telephone interviews?
Employers usually use telephone interviews when they receive a lot of applications or are recruiting for a lot of positions. It’s a way of narrowing down the candidates into a number that it is possible for them to interview face-to-face. If the employer is recruiting nationally phone interviews can also be a way for them to save on travel expenses.
Here we look more closely at how phone interviews work, and how you can best prepare for them.
Appointment or on the spot
Some employers contact you first to arrange a time slot to interview you, which gives you plenty of time to prepare. But beware, some employers prefer the element of surprise! This means they can call you out of the blue and ask if it’s convenient to conduct the interview there and then.
Using notes
One advantage of phone interviews is you can use notes – make sure you take advantage of this. Have a copy of your CV in front of you, so you don’t forget any important dates. Prepare as you would for a face-to-face interview, jotting down answers to all the general interview questions, plus others specific to the job. Read our guide to the top ten interview questions for help with this.
So by all means use notes, but don’t sound like you’re using notes…. If your notes are all jumbled up, you might end up rustling through the papers, saying ‘erm’ until you find the notes you want. This will not sound professional – have all your notes spread out where you can see them, and rehearse the questions so you know which notes are on which sheet. Or you could use a computer – and if your notes are long, practise using the scroll key quietly….
Length of interview and types of questions
Phone interview questions are similar to those asked in a face-to-face interview, especially for higher level jobs, when you can be on the phone for an hour or over. But if the telephone interview is part of a large-scale recruitment, it’s fair to say that it may be shorter than a typical face-to-face interview. They may focus more on the basics about you and the job, not the finer details. You could get asked questions about the main responsibilities in your present or most recent job, why you want the new job, and when you recently used a skill that is crucial to this job.
If you know the telephone interview is going to be fairly brief, it might be appropriate to make your answers shorter also. So that you’re sure, try to find out beforehand how long the interview should last. Most interviewers tell you this anyway, but ask if not.
Another way to find out if you’re providing the right level of information is to ask the interviewer if you’ve answered their question fully. In a face-to-face interview, you’ve got non-verbal cues to give you an indication that they’re happy with your response, such as a smile or the fact that they’ve filled their box with notes from your answer. In a phone interview you might just get silence when you’ve finished your response. So if you’ve finished your answer, and you’re not sure if they’ve heard enough from you, ask if you’ve fully answered their question.
Be aware that phone interviews can be less like a two-way conversation than a face-to-face one – the interviewer could be working from a script, and be working to a strict time limit. Don’t be surprised if they stop you short and move on when they’ve heard what they need in your answers.
Remember: words are all you’ve got
In a phone interview what you say is even more important than in a face-to-face one. You haven’t got the luxury of non-verbal communication, so make sure you concentrate on every word the interviewer says, and make sure you’re doubly clear on the words you say.
To keep the conversation flowing nicely you should use active listening skills (saying ‘right’, ‘ok’, ‘mmm’ to indicate you’re listening to what they’ve said), never interrupt, and speak slowly and clearly.
Why not carry out a practice run? Ask someone to ask you some interview questions over the phone – you could get valuable feedback on whether you’re speaking clearly and how many ‘errms’ you are using….
Set up the right environment
Find a quiet space where you aren’t going to be interrupted by friends, family or colleagues. Get yourself a glass of water so you don’t get stuck with a dry throat.
Just like in a face-to-face interview, don’t smoke, chew gum or eat anything. Just because the interviewer can’t see you doesn’t mean they can’t hear you….
Act how you would in a face-to-face interview – sit up straight and lean forward slightly, as it can help concentration. If you smile it can make you sound confident and friendly. And if you use hand gestures it can help you to sound enthusiastic and expressive.
Technology issues
If you’re not 100% confident about your mobile signal, use a landline. Being cut off mid-interview isn’t good for your nerves, or for the time schedule of the interviewer. Also turn off call waiting – this is one time when you won’t want to be notified that someone else is trying to get through, as it could distract you.
You could consider using a headset so that you can keep both hands free. Then you won’t have to sandwich the handset between ear and shoulder while you reach for your notes or type on your computer.
The end of the interview
Just like in a face-to-face interview, you will probably be asked you if you have any questions, so have some prepared. This guide can help you to think up some good ones:
Also make sure you’re clear on what’s going to happen next. If they don’t tell you, ask them when they’re going to let you know if you’ve made it through to the next round.
There are more interview hints and tips elsewhere on our site, all designed to help you do your best on the big day.
