I received a form email from them confirming our appointment, and it specifically stated to be prepared to be given an offer on the spot. There was no initial phone interview, it was only the recruiter and I in her office for the interview, and I didn't speak with anyone else. When you go in, they will set you up for a 20 question test on phone support techniques and 2 typing tests. Once the interview begins, they tell you about the client you'll support and ask a few broad customer service questions. They give you the opportunity to ask questions, as well. You'll talk about shift availability and confirm the pay rate, and schedule a training class to begin.