Initial screening my interview, which was asking if you have any unspent convictions, are you able to commute, and can you commit to the hours etc. If you pass that then you are put forward for a 40 minute telephone interview, then if successful you are invited to the assessment day. Have a professional manner on the phone at all times, as it is a telephone job. For the telephone interview, be very prepared, as if you haven’t prepared it will show. They want you to do well, my interviewer was fantastic. BT use the STAR technique for interviews, so research this and relate it to customer service. I prepared for at least 2 hours before telephone interview and passed. Very impressed with BT, compared to some companies, very professional and slick recruiting process.