First the phone interview. Second interview then they offer the position. STAR method definitely used. The interviewer is going to ask you one or two questions to get a feel if your phone presence is good enough to deal with the customers at hand. Once that is successful you'll either get setup for a second interview then and there or the conversation will conclude without further instructions. Which usually means don't call us we'll call you your of vibe.

Got referred from a from a friend. The recruiter was so nice she called me the next day after I applied online. Got a phone interview with James and he was very nice. He then offered me the next step for interview process the following week. Every manager we sat with were so friendly and definitely made the group interview very comfortable. The asked all 12 of us that were in the room where we came from and asked what was the most craziest thing dealing with in your past job. We then split up and half of us went to do one on one interviews and the rest went to do side by sides to see what the job consists of which was very impressive.