The overall experience was very thorough, but great. They leave out no detail. I started with applying online, completing an assessment test, then was prompted to complete a phone interview a few days later. The phone interview was simple - it lasted about 35 minutes. The recruiter was super nice and asked basic behavioral questions. She also asked quite a bit about my previous employment history and wanted detail on my roles and duties. After the phone interview, I scheduled an on-site interview. I was pretty nervous beforehand, but it was a GREAT experience! I began the first part of the interview with one of the managers, who genuinely seemed interested in what I was saying. Once that was overwith, I was to sit down with a current CSR employee and listen in on calls. That taught me a lot about the job and gave me a feel for what it would be like on duty. Once 30 minutes passed with the CSR, I was taken away to complete the second part of the interview. Again, I sat with a different manager and was asked similar behavioral questions. The interview took 2 hours, but they were 2 hours well spent! I really tried to connect with my interviewers and make conversation beyond just the interview questions. I also had a couple of questions prepared beforehand to ask them about the company when the interview was over, and they seemed to appreciate that. I was lucky enough to get a call back afterward with a job offer :-) The whole hiring process took about 5-6 weeks. Easy to say, the best interview/hire experience I've ever had!