I started with the computer testing. This involved listening to phone calls and reading emails. The tabs will indicate whether it is service, claims, or sales. Based on the type of issue, you will enter the information. After the testing, you have your 1st interview. This interview is where they expect you to answer questions step by step on how you handled the situation. The interviewer wants you to act they were there with you. This process is about an hour. After this you go to the call simulation. Make sure you pay attention to the instructions from the interviewer. Remember to read the instructions on how to handle the calls. The main thing is to remain calm and remember what you have read. They want to make sure you are able to make the final decision and stick to it. After this they will determine to send you upstairs for shadowing and the final interview. For the shadowing, you need to pay attention to what the representative is doing, the system, and how they handle calls. This will be relevant in the final interview with the manager. In the final interview, the manager will ask questions about you and your work experience. The manager will determine at the end of the interview if they are going to offer the job or not. Some will say once you get to the shadowing you got the job. Howrver, you cannot rely on this information. Make sure you do well in the final interview. Be prepared to stay there 4-6 hours.