Initial screening by phone: This is usually very chill:
Why you want the role / Abtran
Availability (shift work, weekends, public holidays)
Right to work in Ireland
Basic customer service questions.
Assessment stage:
Role-play (handling a customer call — especially important for eFlow)
Formal interview (video or in-person)
This is more competency-based:
Handling payments, complaints, or sensitive data
Working to targets/KPIs
Teamwork and reliability
They also explained:
Call volumes
Metrics (AHT, quality, attendance)
Shift patterns