I applied in-person. The process took 4 weeks. I interviewed at AT&T (San Francisco, CA) in Oct 2009
Interview
It was an internal hire position. They went through a regular interview process. Then there was an aptitude test. Once you passed that test, you went to the location to take a practical test. They gave you some imaginary customers, and you had to learn the file, and then supervisors called in as customers. You were graded on an arbitrary system of whether or not you handled the concern/complaint on one call. Once hired, the job was really the complaint line for yellowpage customers. In many instances, the call could not be resolved on the initial contact, and that was not acceptable. They had a grading system which was not very fair. There were many people on disciplinary plans, so many in fact that they stopped using that grading process about one month after they dismissed me
Interview questions [1]
Question 1
Tell me of a time where you had a difficult customer on the phone, and how did you deal with it?
You may apply online and may receive an email to schedule a phone interview. With one of their human resource agents. It may be a third-party conpany until you pass a preliminary interview and advance to the next stage. The interview was brief and straightforward and one may be hired on the spot.
Just like having a conversation. Basically asked about availability, working with others and independently, handling difficult customers and difficult situations, also how would you handle overcoming objection with sales and would that be a problem for you.
it was easy and fun to interview, with lots of questions but they made me feel welcomed. they touched based on everything i wanted to know about the role and all my expectations
