I applied through Monster.com and was then contacted by a recruiter. Recruiter advised me to apply directly to company website. I was set up with a phone interview with the recruiter and she then provided me with an email with access to an online assessment. The phone interview just reviewed my resume experiences. The online assessment was very basic data entry (not timed) but asks what would you do if the client said abc....and then lists 4 choices. One week later the actual interview was filled with the usual interview questions: What is your weakness/strength, what was one instance when you had to receive coaching and how did you take it?, how would you handle a situation when you did not get along with another employee, how did you handle a situation which required a manager and none was available? The end of the interview was listening to 2 calls and giving my critique. She did not allow me to take notes. etc. The position requires employee to leave personal items in lockers due to security of information discussed on calls. Employee would be given dry erase board and they will be constantly monitored via camera. One camera for every 4 agents. The company is business casual. Very relaxed business casual from what I saw. The woman who interviewed me was very serious. I prepared for the interview by googling top interview questions and she pretty much used about the top 10 of them.