Basic customer service interview. They bring you in for a typing test first, if you pass that then they take you back to listen to some calls with an agent for a bit so you get an idea of what they are doing. If you really want the job leave you cell phones in your car, or out of sight. And pay attention to the agent and the calls, you will most likely be asked to describe a call you heard and how the agent handled it/what was the outcome. If it's a slow day ask the agent questions about the systems they use, they typical call types they get, challenges they have, etc... some interviewers will follow up with the agent to see what their thoughts were. You are their potential teammate so their impression counts too, if they don't like what you're saying or you're negative or uninterested they may not think you are going to be willing to do the work which makes more work for them. After listening for a bit they will come get you and ask basic interview questions. At the end they will ask if you had any questions, try to come up with something...every account is different so ask about call goals, incentive programs, client interaction/involvement, when does the next training class start, what is the training like( hands on, instrucational,etc...), what does their busy season look like, or simply ask if you can listen to more calls if you didn't get to hear many the first time and you have the time to do so. Sometimes if you're hired they'll take you down to HR to offer the position immediately, other times they'll send you out and you'll get a call back. It all depends on the accounts immediate need to fill spots.

The hiring process starts well with an initial screening and final interview, but the post-interview stage shows a complete lack of organizational standards. Despite following up multiple times via email and social media, I was completely ghosted after a single, brief response, having been told they would update me soon, but they have not reached out ever since. Leaving a candidate hanging for weeks instead of sending a simple rejection is highly unprofessional and a major disrespect to my time. The job market is difficult, and companies must respect applicants' effort. I will never apply to HGS again, as they have shown clear red flags. An automated reply telling applicants to contact a support email does not hide how disorganized and unacceptable the communication framework is, and the fact that candidates are being treated as entirely disposable data. I am sharing this to provide transparency for future candidates. After completing the final interview stage, communication completely ceased. Despite following up, I received no update. Candidates invest a lot of time into this process, and there should be accountability regarding basic communication. I hope this review serves as a necessary wake-up call for how people are treated. There is a clear double standard in the recruitment process. Communication is only given to accepted applicants, while rejected and backup candidates are completely ghosted. It truly makes one wonder how a company's customers would feel if they knew how poorly job candidates are treated behind the scenes. There must be professional accountability for this level of disorganization, and I am speaking out so future candidates know exactly what to expect.