After the pre-employment assessment I got an email for video interview. Due to covid they were only doing video interviews, and there's only one interview necessary to figure out if you got the job or not. During the call they ask about your prior work history, they ask situational questions to determine how you'd handle certain situations or how you've handled them in the past, and at the end they do a role play where you pretend to be the agent and they pretend to be the caller. Before you go into this interview do your research on the call Flow if you can, the more you know about the flow the better. Start with an introduction, repeat and empathize the problem, ask them a series of qualification questions to figure out which products they would benefit from, come back with the solution to the original problem and provide a package deal of upgrades accessories smart watches etc. They want you to upsell in the interview. They don't expect you to know anything about the systems and very little about the products or promotions, you literally make stuff up and they're okay with that. They want to see that you have the personality and go the extra mile to figure out what their needs are and upsell them. they're not looking for perfection so if you have nerves, don't be too nervous because 80% of the people that interview are stuttering stumbling over their words etc. They're used to that, it's interview nerves that they're used to. Just make sure that you ask the questions you know you should ask and get through the call. I hope this helps