First you submit an application online, then you have a brief phone interview. The phone interview is very basic and at the end you set up an appointment to go in and take a computer test. During the test you are given different scenarios that you will likely encounter on your job. They are testing your ability to multi-task and work in a fast paced environment. If those results are good, you move to the next round. If not, they send you home. The next round is speaking to someone in human resources and doing about 30 minutes of role playing. You are in a room with a phone and different papers, giving you scenarios to look over. After you have become acquainted with the fake company, you will begin receiving phone calls (from the human resources interviewer) acting out the different scenarios. You are to record what happens in each call, and handle each customer appropriately. They are checking to make sure you can remain calm under pressure, as well as handle curve-balls with grace. If you pass this, the next round is about an hour of shadowing someone doing the job you are applying for. At the end of this time, you will speak with a hiring manager and they will ask about the things you noticed while shadowing (so pay attention!). They will give you more information about the job and most likely will offer you the position if you have made it this far.