It was a two stage interview process. The first was a phone interview which was more like an informal chat. I think this is to see what your personality is like. The second stage is an assessment split into 3 steps. Step 1 was a role play as if you were accepting a call from a customer. Step 2 was answering questions by finding the answers on the website or by using their system. Step 3 was a little tour followed by a face to face interview.