Recruiter calls and does a phone interview. If you quality you come in for a in person interview with 2 members of higher management (department managers and/or directors) Basic interview questions asked however they do mislead you. They told me there would be a 90 review with possible wage increase but that was not correct, the only review they do is your yearly review). They also told me they did not focus so much on numnbers like call time l, etc BC each call or issue is different and they want to focus on handling the call appropriately with a positive outcome, but they were constantly stressing numbers and goals like call time hold time not ready time.etc. they also said no script so we do not sound like robots and can be ourselves butbifbwe didn't answer or end a call exactly how they wanted we were doc'd a lot of points on our KPI (monthly evaluations)