[Christine]

Hi,
I went recently through that process myself and I can share with you valuables points from that experience.
First, it is very important that you build a profile of best candidate requested for the job. For that you will need collaboration of teamleaders and associates already hired for that position. Do not hesitate to sit and listen to a few conversations with customers, that will give you a good idea of the quality you are looking for.
Have a formal interview with teamleaders. Question them on who is the best performer of the team and why. Ask him or her what he or she is looking for as a good candidate.
Review the job description and question every point to verify if it is still adequate. Any new qualifications or talents?
When you are sure of the profile and job description, write down the questions to ask the candidate in order to verify those points.
I usualy proceed in two steps: first a telephone interview. (you should have no hesitation if you want to schedule an interview in person). Second, the interview in person: I proceed to a 45 min alone with the candidate and another 15 minutes is plan with the teamleader who will have also another set of questions and with whom the candidate will have a tour of the call center before he leaves. Then finally, meet together with team leader and discuss of your impressions.
If you are the official Recruter, you have still the last word!!
Hope this will help!!! Sorry for my written English, it might not be perfect.