They are not looking to hear what you think they want to hear. When I first heard this question I had to take a minute and think about it. I assumed they wanted to hear that I would be polite and helpful to the customer. After thinking for a minute I answered with "I think WCCS is the experience you give the customer, did you engage with them? did you use their name? will that customer remember their conversation with you while you assisted them?!" All I will say is be yourself! The call center environment is not for everyone, this job is not just a paycheck.