The total time after the 2 phone interviews was 3 hours so be prepared to wait... a lot. Total interview time is about an hour. You start with a multi tasking simulation and a typing test. They don't judge to hard on this. Next is an interview with a HR rep. Went smooth. Judging by the questions they are interested in your level of professionalism. The third part is a role play exercise. The scenario is a fictitious company and you handle three to five calls trying to resolve the caller's issues, and logging changes made to the caller's account. You are given company info, info on five "customers", and 20 minutes to familiarize yourself with it all. Tip: try to upsell what the "customer"doesn't have. Observations: They have people doing random stuff to see how you react (yes, they observe you at various intervals) like " an angry customer " coming in about a complaint. Don't let it phase you. The waiting room is specifically designed for observation separating interviewees. I personally thought they were trying to hard. What happened to me: ( Depending on who does it, this is the only part I felt the interviewer was negative. He was the only one who did not greet me or give eye contact, intact all he said was " you, follow me". it was kind of disrespectful but I ignored it and went through the role play. At the end when the other interviewer on the other side of the phone came to talk to me it was the same cold reception as the gentleman who brought me to the room. I found it odd since the last interview was very upbeat and positive). I messed up on a call when a customer suddenly turned angry and canceled his account, it caught me off guard. If you do not hear from them within a few days it's a good sign.