New agents reach the line in days, not months.
Turnover is a fact of the business.The cost is not the hiring — it is the months before a new agent performs like the one who left.
- Fix
- Price objection met with silence twice this shift
- Say
- 12 minutes on an AI customer before the next shift
- Because
- “I’ll be honest, price isn’t the issue — timing is.”07:33
You do not have to hand us recordings to start.
Most conversations here are regulated, and getting them released takes longer than the problem allows. Training does not need them: people rehearse against an AI customer built from your own scripts.
Two per cent of calls get listened to
Quality assurance samples what it can: a few calls per agent per month, scored by a person who also has other work. The other ninety-eight per cent are unknown, and the agents know which two per cent get checked.
A sample tells you about the sample. It does not tell you about the queue.
What changes
Ramp measured in days
Rehearsal happens at any hour, as many times as it takes, without burning a live customer or a supervisor’s shift.
Proof of readiness, per person
A traffic light and the exact list of what stands between someone and their first live call.
One script change reaches everyone
Regulation shifts, the script shifts. Assign it once and it appears for every agent immediately.
How it works on your conversations
Every screen below is the product itself, running. Try one.
Put a new agent against a customer who objects
A spoken role-play with a customer who objects, hesitates, goes quiet and asks the awkward question. It runs at two in the morning if that is when the shift ends, as many times as it takes, without booking a supervisor and without spending a live caller to learn on.The trainer with the hints taken away. Pick the reaction you would use.Script trainer
- Full text
- Anchors only
- From memory
- With a client
Level 3 · react without hints
Opening · first 20 seconds
Hints are hidden. Pick the reaction you would actually use.
The buyer asks for the price in the first minute, before anything has been discussed.
«How much does it cost? I am just checking what is out there.»
Pick one
Remove the script one step at a time
The same stage of the call in four modes: read it, practice with the wording in front of you, say it from memory, then handle it inside a full conversation. Support comes away step by step, which is the difference between an agent who knows the script and an agent who can hold a call.One stage of your script, practised four ways, with the prompts taken away.One stage, four passes, each with less to lean on
This is the difference between reading a script and being able to run it. The same stage is done four times, and each time there is less on the screen.
Stage 5 / 18 · Part 1 · Contact and discovery
Point A: what is actually wrong today
What this stage is for Take the buyer from facts to dissatisfaction to consequence, before any presentation.
Anchors only. The sentences are gone; what is left is the order and the intent. Say it out loud in your own words.
- Ask about today
- Find the cost
- Make it personal
- Get it out loud
Reading does not count. Neither does a role-play. Only the practice and the memory pass move a station on the map, which is the answer to “are they actually learning or just clicking”.
Know who is ready for the live queue
Before a shift starts, a supervisor needs one answer: can this person take the queue today. The screen gives it as a state rather than a percentage, and under it the exact items still open: the test that failed twice, the role-play still untried.Ready or not ready, per agent, with what is still missing spelled out.Sofia Marin Second week on the team
Not ready for live calls yet
Nothing here is a failure: it is week two. What is missing is listed, so nobody has to guess when she is ready.
Remaining to be ready
- 11 module tests
- 2 key exercises
- 1 capstone role-play
Conversation skills
Based on her last two evaluated role-plays, not on what she opened.
Closing — Agreeing a specific next step with a date on it.
Practise “Closing”: it is the weakest zone, and it is the one that decides the call.
To be signed off, she must
- Pass all 11 module tests at 80% or higher
- Complete the “Discovery to mirror summary” role-play at 70% or higher
- Complete the “Objections and closing in three attempts” role-play at 70% or higher
- Pass the final exam at 80% or higher
The list is the same for everyone and visible from day one. Nobody finds out the bar after failing it.
Score every call once recordings open up
When the compliance conversation finishes and recordings become available, the same standard runs across the whole floor. The table sorts itself worst first, so the agent who needs an hour of a supervisor’s time is already at the top, with the week-over-week movement next to the name.Every agent, every call, sorted by who needs an hour of your time first.The week, by person
Sorted worst first. The list already knows who needs the hour.
Point at a row to see what is behind the number
Built for how a contact centre actually runs
- Shift patterns
- Rehearsal runs at any hour, with no trainer in the room. A night shift trains at night.
- Regulated recordings
- Training starts from your scripts alone. Recordings join later, on your legal team’s timetable rather than ours.
- Script updates
- Regulation shifts, the wording shifts. Assign it once and every agent has the new version on their next shift.
- Attrition
- Turnover is a fact here. What changes is the number of weeks between a hire and a person who performs like the one who left.
- Supervisor time
- Quality sampling reviews a few calls per agent a month. The standard covers all of them, so supervisor hours go to coaching rather than to listening.
What happens, and when
Week one
Every call is scored on the same standard, not two per cent of them.
Month one
The habit the whole floor shares shows up, and it is usually one sentence nobody was taught to say.
Quarter one
New agents train on a customer who pushes back, before they take a live queue.
Where to start
Each product is bought on its own. Start with the one that hurts.
Spellit Academy
Start with it!Spellit Actions
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