It was a group interview of about a dozen people. There were some group assessments to do to assess your interpersonal skills (though it's not obvious how this was monitored with only two staff max in the room), some tests on listening ability (e.g. someone says their postcode in a call and you need to write it down) and some customer service skills tests, like writing a response to a complaint as the managing director. There were no one-on-one interviews. Great if you need to get a job, not so great when you have to work with some 'characters' who weren't filtered out at interview stage.