I was called about one week after submitting my resume and doing the virtual test online. I was busy when I was called so I set up an appointment for the following day. We did an over the phone interview which took about 15 minutes. After that we set up an in person interview for the day after. I went to the call center where they asked me to sit down and listen to a couple of sample calls on the computers and when finished they asked me to sit down and wait. A person from Human resources came to the room I was in and directed me to walk with him, he gave me a tour of the facilities and made small talk. He then directed me to a room where he asked me a couple of behavioral questions and how they related to my experience. At the end he made me simulate a call and how I would conduct an up sale and offer more services to a customer. Finally, since it was a bilingual position they gave me a page of guidelines of phrases I was going to have to translate in order to help a customer and then they had me simulate a call completely in spanish with a phone they had provided for me.