The calls that cost you most are the ones they've never had before.
Arrears. A customer in distress. The cancellation they weren't trained for. Your new agents rehearse those calls here, scored against your QA framework, so you know who's ready for the queue and who isn't.
Trusted by teams at OVO · Molton Brown · Mews · MiQ · Centrient
ISO 27001:2022
Information security
ISO 9001:2015
Quality management
ISO 42001:2023
AI management
Certificate No. 517972026 · Independently audited by Citation ISO Certification
01
One call. Three months of consequence.
A new agent takes an affordability call in week two, misses the signal, and closes the case. It reopens. Then a complaint. Then a Friday write-up.
They weren't badly trained. They'd just never had that conversation before.
02
You know who finished the induction. You don't know who's ready.
Classroom, shadowing, a knowledge check, then live calls when a team leader has the time. QA finds out afterwards — from a call a real customer already lived through.
Completion logs are not evidence.
03
Yes, it's time off the phones.
Two hours per new hire before live calls. Hold that against one reopened complaint — and the agents who leave in month three because the job felt impossible.
That's the whole business case. Your numbers, not ours.
Induction tells you they attended. This tells you they can do the call.
Take your annual hires. Multiply by two hours. Then hold it against what a single reopened complaint costs you to resolve.
| What you have today | What readiness looks like |
|---|---|
| ×A completion record | ✓A scored rehearsal against your QA framework |
| ×The first hard call is live | ✓Every hard call, before the hard call. None of them real. |
| ×QA after a customer already lived it | ✓Who's ready, who needs one more run, who shouldn't be on the queue |
| ×Two hours feels expensive | ✓One reopened complaint costs more |
Case study: OVO Energy
The first bill after the funeral
A controlled 12-week benchmark with OVO's Direct Debit team. Agents rehearsed the hardest billing and vulnerability calls before a real customer was on the line.
+31pts
Direct Debit process adherence — 65.2% → 96.6%
Halved
Reopened cases — 5.3% → 2.0%
+4pts
Customer satisfaction (CSAT) — 75.9% → 79.9%
Read the OVO story“The impact showed up where the business feels it: Direct Debit adherence jumped from 65% to 97%, customer satisfaction rose, and reopened cases more than halved, on the calls the team had practised. That's evidence I can take to the board, not a completion certificate.”
Rosie Baxter, Director of Customer Service, Insight & Resolution, OVO Energy
We baseline a cohort, run the practice, then measure the same cohort again against the operational metric you already own.
Every hard call, before the hard call. None of them real.
Scored against your QA framework. You see who's ready for the phones, who needs one more run, and who shouldn't be on the vulnerable-customer queue yet.
ISO 27001, ISO 9001, ISO 42001 certified. EU hosted. Built for enterprise scale.
Which call type costs you most when a new agent gets it wrong? Start there.
We'll build that one with you and run it with a cohort before you commit to anything wider.
Build your hardest call type with us