Fiserv Client Services Analyst interview questions

I filled out an application on Fiserv's website and received a call about a week later. It wasn't for the initial position I had applied for, but my info was sent to a department more suiting of my experience. I was leaving town for awhile in only 2 days, and they were able to schedule an interview for the next day. I sat down with two managers in an office on the workplace floor. It was very quiet on the floor, much different than the call center environment I had been in before. They started by asking me to review my resume. We went over previous jobs and responsibilities of those. They asked a few questions like, "It doesn't happen very often, but how would you handle some who was upset on a call." I gave the obvious answers that you can't take things personal, and you need to let the person know you are in it with them to find a resolution. I did had a gap in my employment, so they asked about the reasonings (all things I was prepared for). They asked how knowledgable I was in databases, and what type of software I had used in the past. They then went over benefits, and functions of the job such as taking calls, processing cases, and travel. I did ask a few questions that they liked. I asked how they scale performance and how they reviewed such performance. I also asked how they monitor calls, and if there's a specific portion you are struggling with, how they assist in getting past the issue. The interview was wrapped up with some small talk. The day I returned from my trip, one of the managers called me and asked to set up a second interview. I came in a few days later and met with 2 additional managers in the same environment. The process was almost identical of asking about my resume, the few questions about the job and explaining the benefits. About a week later they called to let me know I was still a candidate, but they had a few things to work out with HR (ie, how many people they were hiring, starting dates, ect). They kept checking in every couple of days to make sure I was still interested and the fact that they were still interested. They then called to offer me the job, I accepted and then HR sent everything for the background check.