there were couple of rounds of interview, starting with HR, followed by Voice & Accent, followed by 2 ops round. 1 - the HR round would start with a personal introduction followed by some obvious but tricky questions e.g. why should we hire you, why amex, etc. 2 - comes the V&A round where you would be judged on your grammar and pronunciation skills. 3 - comes the varsent round where you would be talking to a machine and you would be asked to follow the instruction given by the machine. basically it gives you couple of lines to read from, the machine would read out the number of the sentence and you would be required to read it, may to check your reading and listening skills. 4 - comes the ops round, where you would be asked some personal questions again by ops manager or shift manager or SDL, they might also give you a situation to react upon or probably crack a sale on the call in a given situation. 5- there you go....you have it now... the job is all yours, enjoy your night because they would never leave you in the day.... and get ready to start an illustrious career with AMEX. :) :) :)