First you do a virtual interview. If they like what they see, then the recruiter will schedule a phone interview with you. The interview was pretty basic. Customer service scenarios, take me through a situation "where you...", etc. My interview was going great and the recruiter was even asking if I'd be available to come in for a meet and greet with managers - then she said she quickly wanted to review my call metrics. Although I had outstanding call quality and call metrics in some previous roles, it had been several years since I'd been in those positions and I did not know the cold, hard call metric numbers. I felt the interview "go south" as soon as I was unable to provide them. My advice to anyone interviewing in the future - know your call metrics! ALL of them. This company is driven by the call metrics more than the call quality (the fact that I'd won 2 national awards for call excellence in the financial services industry did not impress without the call metrics). Hope this helps.