Interview Process at Telus Mobility Call Centre (CSR)

I have a friend that has a phone interview with Telus for a 'Call Centre CSR' position in Toronto.

From what I've searched on this forum, the hiring process is quite extensive.
My search references:
http://forums.redflagdeals.com/telus...esting-910229/
http://forums.redflagdeals.com/inter...istake-866834/
http://forums.redflagdeals.com/telus-interview-990221/

I assume the phone interview is just to screen the hundreds that apply, but my friend would like to be better prepared for it.

Phone Interview
- What type of questions could my friend expect?
- Any tips on what type strengths/experience they're looking for?

Post-Phone Interview
Assuming my friend passes the phone interview, how extensive is the rest of the interview process?

Thanks to anyone willing to help.