Out of curiosity, Tracy joined 1823 and started her career in hotline services. Before she started to handle the phone calls, all staff members are required to attend different kinds of training, including team-building and computer system operation training, for at least two weeks. To protect their voices, speech therapy courses are specially designed to teach employees how to use the lower part of their abdomen when speaking. Sometimes her colleagues would organize orientation programmes to boost their team spirit. According to Tracy, if you are polite, have passion, and are willing to learn and help others, you are already very suitable to join her team.