There is a week-long phone training provided where you practice interpreting real-life situations. It was a bit uncomfortable because you have to stay for at least 3 hours on the phone, you have a lunch break, and then you get on the phone for about two more hours. After, you are given around 48 hours to complete a skills test (over the phone). If you don't pass the first time, you are given a second opportunity. In between your first and second try you are given one week to study the material provided.