The first part consisted of a very formulaic telephone interview of about 15 minutes, asking typical 'tell me about a time when' questions. The second part, about a week later, was a skills test which tested typing, computer use, listening and writing skills, and had a small case-study type call emulation. The next day they called me to schedule a face to face interview which took about an hour and a half, which they describe as a 'behavioural events' style interview, and which I strongly recommend googling and preparing specific answers for prior to your interview.