The next component introduced the learner to virtual callers where they could practice a customer care call from end to end while gathering information, assessing customer needs and making recommendations. The calls were structured in segments to allow the learners to reflect on the various stages of a call.

The final part of the training moves the learner one step closer to a real call. The learner actually makes a live customer call, but the call is to support bank adviser who provides feedback at the end of the call. After any issues have been addressed, the learner is ready for their first real call.