They take you back to a room with a whiteboard that will have questions on it for the first group activity. There were 2 people in charge. They want to see how clearly you speak. The questions were: 1) Introduce yourself by name. 2) Mention your previous work experience and why you loved most about it. 3) What's been your favorite job ever and why. 4) Name one unique fact about yourself. 5) What's your passion or motivation in life. The second group activity will have you team up with other interviewee's to come up with a solution for a caller's problem. The scenarios will be presented for you to think about how to deal with that caller. Know that the lead interviewer will be very firm with you. They will allow you to be as creative as you want with your replies. They really want to see if his voice tone throws you off because he will fire back at whatever you say and observe your reaction and answer. We've all called in for customer service at one time or another so make sure to follow protocol and address the interviewer as you would a real customer -start "the call" by thanking the caller for calling (insert client/company name) giving your name & "How may I help you?", address him/her by Mr./Mrs. (last name), ask whatever information you think is necessary to "open up" the account (address/phone number). The scenarios given us had to do #1 with consistent service interruptions (faulty equipment, instructions you usually get over the phone to reset the equipment, replacing equipment, providing a solution/peace of mind for lost DVR shows) and how as a representative would deal with helping that customer over the phone and #2 An overcharge on a statement, find out what caused it and how to make the customer happy so they will not unsubscribe from the service altogether. After each role play is done, the entire group discusses with the interviewers what went well and what could have been improved just as you would during a quality coaching. After that, the interviewers deliberate and call by name those who made the cut. Paperwork follows interview. After everything is completed, they tell you your start date and you can expect to have a picture taken for your access badge on the first day of training. Training last 5 weeks and the advantage is you get the base pay for your position throughout training as well, not minimum wage.