First you do a virtual interview. If they like what they see, then the recruiter will schedule a phone interview with you. The interview was pretty basic. Customer service scenarios, take me through a situation "where you...", etc. My interview was going great and the recruiter was even asking if I'd be available to come in for a meet and greet with managers - then she said she quickly wanted to review my call metrics. Although I had outstanding call quality and call metrics in some previous roles, it had been several years since I'd been in those positions and I did not know the cold, hard call metric numbers. I felt the interview "go south" as soon as I was unable to provide them. My advice to anyone interviewing in the future - know your call metrics! ALL of them. This company is driven by the call metrics more than the call quality (the fact that I'd won 2 national awards for call excellence in the financial services industry did not impress without the call metrics). Hope this helps.

had three steps. interview with recruiter then had to come in and interview with performance based questions followed that up with a role play sesh. You then had to go on the website confirm everything is correct. then drug test and background check