CV Shortlisting HR reviews resume, experience, language skills, typing speed, etc. Initial Screening Call Brief phone or online interview Discuss availability, salary expectation, work experience, and communication skills Typing & Language Test Typing speed test (target: 35–45 WPM) English grammar and comprehension test Live chat/email simulation Technical/Scenario Test Solve sample customer queries Use of mock tools or CRM platforms (e.g., Zendesk) Demonstrate problem-solving and tone of communication Final HR/Manager Interview Detailed discussion about experience and personality Behavioral questions (e.g., “How do you handle angry customers?”) Check for shift flexibility and work ethic Job Offer / Background Check Offer letter sent if selected Possible verification of education or past job Training & Onboarding Training on tools, policies, and company workflow Shadowing experienced agents or demo chats