I arrived 10 mins early taken up to the room where I would work and was interviewed in a room nearby.. the interview started off with a role play you are given some sheets with a fake customer and his account details and the procedure to follow when answering calls from customers... the man interviewing went into another room and gave me a phone from which he would call so I had to answer and pretend he was a customer.. he wanted to pay some money off his account I helped do that... ensuring I wrote down what he wanted and what I did.. I then advertised online banking to him and if he would be interest I could register him for that.. ensuring throughout the whole process I used his name ... also be friendly ask him how his day went etc... after that was over I was given 5 mins to prepare a few sentences of what the customer wanted.. and I passed that stage and was then given the normal interview questions you’d expect.