This was one of the most difficult experiences I have been trough regarding an interview process for a job. After the initial phone interview you finally get called in for a face to face interview. First they test your computer skills which focuses on typing speed and mutitasking with their mock program. If you pass you get to have a face to face interview. They ask the typical questions but mostly they want to see your personality and why you would be a good fit for the company. After this they will set you up with another date to come back. They will make you do a role playing exercise by giving some information on a fake insurance company amongst other things. They will place a office phone in front of you and give you a call. You should handle each customer scenario to the best of your ability and be extremely polite and use accurate info. After this you will sit in on actual calls in the call center for about 30 mins. If you make it this far you get the final interview by the big wig of the department. Unfortunately for me at this point I was so flustered I slipped up on some of my answers regarding a past job and let my nerves get the best of me. I knew i wouldn't get the offer.