I applied online and they reached out to me by the next day offering to do a phone interview. The phone interview was simple, a few questions to see if you fit the mold. I then moved on to the computer testing which was fairly simple about an hour long but simple, although the 4 other interviewees did not pass the testing. After the testing they then scheduled me for my actual interview which they warned could be about 4-5 hours long. I went in the next day and had basically like a prescreening interview, asking me basic questions about where I worked and such. They then moved me on to the next process which was to do role playing. For this activity you're put into an office with a phone and then background information about a fake insurance company and you're given 20 minutes to study that and then after the 20 minutes was up, you received 3 phone calls and they had to judge your answers and how well you handled those situations. After that I was then moved to the final 2 parts, which was shadowing an actual phone call with a rep and then moving onto the last part of the interview where they decided if they want to hire you or not. The shadowing process was pretty cool to see, to actually be on the floor. And then finally I was pulled in to do the last interview which were harder questions that you had to think about and answer more carefully.