Corporate L&D
BPO and call centre simulation training: calls, escalation and quality
BPO and call-centre agents handle repeated difficult calls with little practice time before going live. Teachrity's call-centre module lets agents rehearse angry callers, escalations, empathy statements and compliance scripts with AI callers, in the languages their callers speak, and gives team leads scored results.
Before going live
New agents often learn on live calls. Practice with an AI caller lets them make mistakes and fix them where it costs nothing.
Difficult callers
Scenarios include an angry caller, a confused caller and a caller who demands a supervisor, each scored on empathy, accuracy and control.
Compliance and scripts
Agents practise required disclosures and verification steps until they are routine.
Quality link
Team leads compare practice scores with quality review findings to see where coaching is needed.
Coaching with scores
Team leads see which agents struggle with empathy or with disclosure steps, and give targeted coaching instead of general refreshers.
Sample exchange
An escalating caller
AI callerI have called three times and nobody has fixed this.
AgentI am sorry. Let me look at the history now so you do not have to repeat it.
AI callerI want a supervisor.
AgentI can arrange that, and let me first try to fix it in the next two minutes.
Illustrative script written to show the format. It is not a transcript of a real learner.
Frequently asked questions
Does it replace quality monitoring?+
No. Quality monitoring reviews live calls. Teachrity adds rehearsal before them.
Which languages?+
12 Indian languages plus English.
Can it use our scripts?+
Yes, loaded through the Course Builder.
Related on Teachrity
Teachrity supports practice and evidence. Consequential decisions, such as grades, certification or hiring, stay with accountable people at the institution or employer.
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