Firstly they call you and do a brief telephone interview, I’ve never worked in a call centre before this. It’s more so a get to know more about you, your experience, get to know how professional you sound in the phones etc. Second stage - group/ interview lasted about 2 hours. You having a welcome to Lowell kind of discussion you sit and they give you brief info you discuss your knowledge on Lowell itself. Then you go onto the second stage where your taken up onto the main call centre floor you get given a fake scenario so an employee will call your phone from the other end of the call centre pretending to be a disgruntled customer (which you face a lot of either that of vulnerable) you get given a sheet of info you have to pass security with them first so basic DPA look out and listen for mistakes and you just reiterate the info you have in front of you. Customer experience and how you sound is essential confidence is key to this. Then you sit down and have an interview with one of the managers they give you feedback on how you’ve performed and discuss your cv and questions.