A newcomer’s first 30 days
Practice before the line, the prompter on the first calls, and the analytics to see what has stuck.
A newcomer is expensive for the first two months
While an agent learns on live customers, both the customers and the metrics suffer, and the mentor listens to their calls instead of taking their own.
A long run-up
Reading the regulations and listening to other people’s calls — weeks before the first conversation of their own.
Mistakes on customers
The newcomer takes their first conflict calls with no preparation. The customer did not choose that.
Turnover
Some newcomers leave in the first month: it is frightening and nobody helps while the call is happening.
A week on the trainer instead of a week on customers
The AI customer calls, gets angry and interrupts — just like a real one. It speaks the language your customers use. After every conversation there is a review: what to say differently.
On the line the newcomer is not alone
The prompter listens to the conversation and shows the answer before the agent starts looking for it. In the first week on the line it saves them from pauses and from “let me check”.
Progress is visible by week, not by the mentor’s impression
The analytics scores every one of a newcomer’s calls against the same checklist as the experienced agents. The mentor sees the trend and the weak criteria.
What changes in the work
Where the numbers move once every conversation is reviewed instead of a sample.
Less time before a newcomer reaches the line: the practice runs without a mentor and without real customers.
Fewer mistakes on the first real calls — the difficult cases have already been played through on the trainer.
More practice for everyone: the AI customer is available round the clock, never tires and never goes easy on a newcomer.
A picture appears of every newcomer’s strengths and weak spots before they ever reach the line.
Still have questions?
How long does it take to prepare the trainer scenarios?
The scenarios are built from your own real calls: the analytics finds the routine and the difficult conversations and the AI customer is made from them.
Will agents become dependent on the prompter?
The prompts can be withdrawn gradually: from the fourth week the prompter stays only on the difficult topics, and the analytics shows whether the agent copes without it.
Does this work for chats as well as calls?
Yes: the trainer, the prompter and the analytics all work in text channels too, with the same scenarios.
We will build the first 30 days for your own line
Send us the checklist and ten typical calls. We will return the trainer scenarios and a plan for the first month.
