**You have to pass the phone interview first** 1. You go in and first take a multitasking and a typing test. if you are not good at these, I recommend looking one up online and practicing before you go in. 2. They ask you to sit in the lobby until everyone is done and tell you right then and there if you passed or not. if you didn't pass you go home, if you did well congrats! You made it through the first of many steps in the process. 3. Someone calls your name and you go to talk to someone higher up. They are not technically the hiring managers, they are just someone higher up that asks you a bunch of questions including asking to about times in your life you have had to deal with a customer and how you handled it; etc, 4. If they like what you have said so far they will then ask you if you'd like to stay and do the role play. This is the most nerve racking thing I have had to do, but its okay because they know that most people don't necessarily have any experience on phones. They leave the room and you sit at a desk with a fake insurance company packet telling you everything you need to know about the company, but you only have about 20 minutes to look over. They also have on the desk various fake customer policies that are going to "call in". The person that calls in is the person you just spent 45 mins. with answering odd questions. They try and push you out of your comfort zone and act as rude customers to see how you are in those kind of situations. Its a little awkward and makes you very nervous, just remember that they do that to everyone and keep your cool. 5. If you pass then they ask you if you have time to go and shadow one of the employees on the floor and this is about a two hour process of you just listening in on calls. 6. After the shadowing you go and talk to the actual person that is either going to hire you or not. They look over some notes that the first person took about you and asks you a few more questions. If they want you they will hire you on the spot. If they do not want you they will tell you they will "keep in touch" or "Email you later" and stuff like that. TIP*** plan a whole entire day for this because it is a LONG process.