Initially completed their online series of tests, to then receive a telephone call interview from the recruitment agency on their behalf. Spent 20 minutes going through expected customer service based questions (times you've dealt with a difficult customer; time you provided excellent customer service; what you think you're greatest weakness is etc) - which ends with them asking to put you on hold while they confirm if you can move ahead in the selection process or not. I did, and was invited to a group interview day a month later. On this day we all met at the BA headquarters in Newcastle, where we were taken into a sort of classroom and sat at various tables. After a brief introduction to the company and the role we were all there for, we worked through a group task (where the encouragement is to discuss as much as possible, and I assume work out the assertive from the rude or the meek); before being given a written version of the online tests to work through individually (working out maths, proof reading and writing an email etc). I'd advise picking your table-mates wisely. I got stuck with an older lady who dominated everything in an uncomfortable manner, and others who seemed to awkward to do more than agree with everything she said. Needless to say, our 'group work discussion' was barely that, and didn't go down well with the supervisor at our station. After this we each engaged in a role-play in the next room with a current member of staff. They got us to sit back to back which made it slightly less awkward, and simulated a voice call. Unfortunately up-selling seems to be more a part of this job than I was expecting (which would have led me to avoid applying actually), and I was surprised to be presented with a sheet of paper with information that needed to be mentioned throughout the call that included an emphasis on shameless upgrading.