Applied online and was sent a link to do an online simulation - it was a mock call centre, took about 30 minutes to complete. The next day I received an e-mail requesting a phone interview for the next day. It took about 30 minutes and had a variety of questions - very thorough about my previous work experience and education. He also gave an overview of the role and what to expect at the contact centre. At the end of the phone call, he invited me for a face to face interview. I was able to schedule mine for the next day, at the office where the contact centre is. I met with the interviewer for about 30 minutes - she said the interview was supposed to take an hour but we skipped a lot of questions because of my prior work experience. You should expect a little bit of role playing and behavioural type questions. I received an offer the following Monday (I interviewed on a Thursday). I found it very helpful to go onto the BMO contact centre website and watch the videos - they helped me craft my answers and gave me insight to the role.