I was referred by a current employee.
Initial communication was with Hiring manager about application and assessment.
I had a phone interview scheduled and was then offered to go in for skills(multi tasking/typing test-TEST) and first part of the interview. 5 out of 6 of us made it to the next steps. Then had a situational interview as well as talked about my previous work experience. Stepped out and went back in to a role play environment (via phone-kind of challenging) I think they are looking to see how you handle the call and under pressure even if you don't know the answer right away.
PASSED ! (I was a bit nervous didn't know how well I did, but I did well enough) ADVICE-remain calm, cheerful and positive. NEXT STEP! Listened to a few calls with a current employee. And finally had my last interview with another manager. If you make it to listening to the call... You pretty much have the job!! The last interview wasn't so bad, but the last interview will either make you or break you by your responses I'm sure... situational questions (how did you handle this situation.. What would you do...) also went over my resume. Was offered the job !!!!! (: