First, there is a phone interview which takes about 15-20 minutes. They ask pretty basic questions like, what is success to you, long term goals, experience, strengths and weaknesses, etc.. Then once the interviewer likes you, they will invite you to a second interview, which can be done over video or in person. I chose in person. They bring in 2 managers and ask you basic interview questions; like about your customer service experience, dealing with problematic customers (which they want you to describe in detail). They also let me listen to an actual call and they wanted to know what I thought about it. Got hired after that and went through a pretty long search for past crimes i've committed but ended up getting hired ultimately. They were very flexible with that portion because my backround check went back very far. But overall, good process. Took a little bit but I feel that it was worth it in the long run.