Train 10,000 Agents Without Stopping Operations

AI-powered simulations for call center and contact center teams. Reduce ramp-up time dramatically, ensure PCI DSS compliance, and scale training across shifts without pulling agents off the floor.

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24/7

Training available

100%

Sessions documented

10K+

Agents scalable

50+

Engagement badges

Real challenges

What blocks training today

What we hear from training leaders in real conversations. No fluff.

High turnover, constant retraining

Call center turnover is 30-45% annually. Every new hire means weeks of training investment that walks out the door.

Training pulls agents off the floor

Traditional classroom training means empty seats on the floor. During peak seasons, you can't afford it.

Script compliance is inconsistent

Agents go off-script, skip mandatory disclosures, or handle PCI data incorrectly. You find out from complaints, not metrics.

Quality monitoring is reactive

You listen to random 2% of calls. By the time you find issues, the damage is done and the customer is gone.

Retention scenarios need real practice

Handling a cancellation threat requires emotional intelligence you can't teach in a PowerPoint. Agents need live practice.

Night shift training is impossible

Night and weekend agents get minimal training. They handle the same complex scenarios with less preparation.

How Roleplays solves it

For every pain, a concrete answer

Segment-specific features mapped to each pain point above.

Angry customer simulation

AI personas with configurable frustration levels, from mildly annoyed to aggressive. Safe practice for the hardest calls.

Script adherence scoring

Automatic evaluation of mandatory disclosures, greeting protocols, and compliance phrases. Know exactly where agents deviate.

PCI DSS training scenarios

Pre-built scenarios for payment handling, data masking, and secure authentication. Agents learn to protect card data by practice.

Retention & upsell training

Simulate cancellation calls, upgrade opportunities, and cross-sell moments. Build the skills that directly impact revenue.

Realistic voice simulation

Phone-quality AI conversations with natural voice synthesis. Real-time responses, interruptions, and emotional tone, just like a real call.

Shift-friendly 24/7 access

Agents train on their schedule, between calls, during slow periods, or before shifts. No classroom required.

Media library for real calls

Upload real call recordings for AI analysis. Identify patterns, best practices, and coaching opportunities from actual interactions.

Team challenges & leaderboards

Gamified competitions between teams and shifts. Turn training into engagement with 50+ badges and 8 progression levels.

See a real session

One conversation.
One rubric.

An example roleplay in this context. Each turn is scored against your tenant competency framework.

Scenario

Customer calling to cancel their internet plan due to repeated outages. Agent must retain using empathy, acknowledge issues, and offer a solution.

Rubric criteria

Empathy & active listeningScript complianceRetention techniqueSolution offeringDe-escalation

Maria Oliveira

Frustrated customer, Cancellation request

in session

I've been a customer for 3 years and this is the fourth outage this month. I want to cancel everything. Now.

Mrs. Oliveira, I completely understand your frustration. Four outages in one month is unacceptable, and I'm sorry you're going through this.

Sorry doesn't fix my internet. I work from home and I lost a client because of a video call that dropped. I want cancellation.

That's a serious impact on your business. Let me look into what happened with those outages and see what we can do to make this right...

I don't want promises. What can you actually do right now? Because the competitor already offered me a better price.

Type your reply...

Compliance & framework

Evidence that survives audit

Every session generates exportable evidence with timestamps and per-criterion scores. Audit ready.

PCI DSS

Payment card data security training, agents learn to never read back full card numbers or store sensitive data.

RGC / ANATEL

Brazilian telecommunications regulation compliance for call center operations and customer rights.

LGPD

Data protection training, proper handling of customer personal data during service interactions.

COPC

Customer Operations Performance Center standards for service quality and operational excellence.

FAQ

Frequently asked questions

Questions that come up in almost every first conversation.

Can agents train between calls during downtime?

Yes. Simulations are available 24/7 and can be completed in 5-15 minutes. Agents can practice between calls, during slow periods, or before shifts start, no classroom or schedule coordination needed.

How does this work for teams of 10,000+ agents?

Roleplays is built for enterprise scale. Database-per-tenant isolation ensures performance at any size. Assign scenarios by team, shift, or skill level. Track progress across the entire operation from a single dashboard.

Can we upload our real calls for analysis?

Yes. The Media Library accepts audio recordings of real calls. AI transcribes, scores, and identifies coaching opportunities, turning your existing call data into training insights.

Does voice simulation sound like a real phone call?

Yes. Our proprietary voice engine delivers natural speech with realistic timing, interruptions, and emotional tone, agents can't tell it's not a real caller.

How do you handle PCI DSS compliance training?

We have pre-built PCI DSS scenarios where the AI customer provides card numbers, and agents must follow proper data handling procedures. The evaluation flags any PCI violations in real-time.

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