I submitted my application online and got a phone to set up a phone interview two or three days after I applied. I was sent an email to complete which covered typing, tech knowledge, and grammer. The phone interview is more of a general Q&A about work experience and how you respond to customers. When you are speaking to the recruiter make sure to use "the STAR method" when responding to behavior based questions. I passed the first step in the process. They invited me out to an interview at the call center. Note the interview really does take 2 hours. The first part of the interview you listen to other agents on the phone. After that you pull into a meeting room and do group role playing. After that I did another interview one on one. One of the interview questions was my attendance record. When I said I was only late twice in the last year the interviewer didn't like the answer. I told him that it was because of the snow. (Keep in mind I live in Utah) he looked dumbfounded. He asked how I could have not been late. My response was leave my house earlier. He still looked very confused. After going through that process I knew I didn't have the job but I wanted to write in here for those of you who want the job. My suggestion for applicants is: Be very extrovetred and make sure to be very personable in the role play part of the interview. If you introvtred this job process probably won't be your style but make to practice before hand.