Pre-emptive training. Not reactive.
Don’t wait for your agents to make mistakes with customers and hope that you’ll spot them. Train the right behaviours in a simulated setting, so you can:
Be 100% confident that agents have the skills they need to deliver high-quality conversations
Protect your bottom line by correcting behaviours and mistakes before they happen in real life
Reduce risks and penalties associated with non-compliance
Improve customer satisfaction scores, like NPS, AHT, FCR and CSAT
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Choose from a range of compliance and QA simulations
Financial institutions must navigate constantly changing regulations. Consumer Duty brings new challenges for customer service and compliance teams, requiring immediate upskilling of staff.
Instant feedback reports
Each conversation is run through our market-leading QA evaluation engine (the same one we use to evaluate live customer calls) which measures the quality of the conversation against criteria like:
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Compliance adherence
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Call flow adherence
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Communication quality
All scores are also made available to administrators, so they can review team and individual performance.
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The AI-customer presents the agent with real-world scenarios (e.g. complaints, questions, information).
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The agent responds to the AI customer just like they would in real-life
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Upon completion, our evaluation engine transcribes the full conversation and analyses it
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The agent receives an immediate feedback report on their performance showing areas for improvement
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Agent repeats training until they get 10/10 on their evaluation score
How it works in a nutshell
