It was a two step interview process; both conducted over the telephone. The first stage was more broad, asked about what I knew of the company, why I wanted the job, previous experience, asked about the values of the company and why they were important and some strength based questions. The interviewer was very relaxed and chatty which put me at ease, he told me at the end that I did great and he was going to progress me to the next stage (he even told me what to expect and gave me hints). For the second interview, we were sent two media clips to listen to before hand, which were example phone calls between a BT employee and a customer. We were asked to note what was good and if we would do anything differently. Then we did some role play where the interviewer acted as a difficult customer and we had to respond appropriately. The first overview probably lasted about 20 mins and the second interview was about 30/40 mins.