Applied online - simple online competency test with scenario-based questions, followed by a phone interview by Manpower, followed by a group interview at BT. Group interview was structured as follows; brief introduction to the company, applicants introducing themselves and summarising their background then asked a question or two based on this, listening to calls on the floor and providing feedback based on calls heard, team exercise discussing and putting together the questions you'd ask a customer in a given scenario to establish needs. The whole process took 3-4 weeks.