At Simply Contact, agent training is the foundation of the service we deliver. We know that the quality of customer interactions directly shapes our clients’ reputation and customer satisfaction. That is why we are dedicated to applying modern training methods, including AI-driven call simulation. Our constant research and testing of new AI tools enable us to enhance agent readiness for peak performance.
Accelerating Training Impact with AI Call Simulation
We successfully integrate AI call simulation into our training programs to prepare agents for real customer interactions faster and more effectively. This approach reduces onboarding time, enhances multilingual readiness, and ensures every agent enters live operations confident, capable, and aligned with client expectations.
Training is a top priority
How AI call simulation works
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Scenario creation
Trainers design realistic call situations, either script-based or task-oriented. Each scenario outlines what the customer might ask, the information the agent should collect, and the expected resolution.
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Voice interaction
AI-generated voices act as customers, speaking in multiple languages and tones—from calm to frustrated. The trainers are enabled to modify the speed of speech, silence duration, and emotional intensity to achieve authentic customer interaction.
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Dynamic flow
The AI responds according to the scenario logic. For example, it can provide booking codes, ask the agent for verification, or challenge the agent with unexpected responses. Agents must stay on script and apply soft skills to succeed.
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Performance alignment
Calls are time-bound to reflect real KPIs like average handling time. If agents cannot close the conversation effectively, they repeat the scenario until they meet the standard.
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Replay and improvement
Every training call can be reviewed, giving agents immediate feedback on their performance and helping them improve rapidly.
Application in the airline support project
This approach has already been successfully applied in our airline call center training. New agents practiced with AI-simulated passengers who requested bookings, changes, or special services. The system reproduced both calm and stressed travelers, helping agents learn how to handle verification procedures, deliver accurate information under time pressure, and maintain a professional tone in stressful situations. This reduced onboarding time and raised agent readiness before live operations.
Benefits for our clients
Faster onboarding
New hires gain real-life experience without the risk of negative customer interactions.
Higher quality
Agents enter live operations better prepared, improving first-call resolution rates.
Multilingual readiness
Training can be conducted across multiple languages, which is crucial for international projects.
Scalable
Training scenarios can be expanded or customized quickly for new projects.
Customizable
Training aligns with operational KPIs of a specific project, such as average handling time.
Cost-efficient
AI simulation reduces reliance on manual role-plays and shortens the training cycle.
Looking ahead
We treat AI simulation as part of a broader strategy: constantly testing and adopting innovative training tools that give our clients an unmatched outsourcing experience. We combine the use of AI systems with established training practices to guarantee that all agents, regardless of their experience, deliver service quality that surpasses client expectations.
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30%
faster onboarding
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50+
languages of AI simulation
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100%
scenario replay availability
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2x
higher FCR readiness
Team's insight
AI call simulation allows our agents to experience real customer interactions from day one. They practice, make mistakes, and improve—all in a risk-free environment. As a result, we achieve faster onboarding and confident agents ready to deliver great service.
Anton Pleskach
Product Trainers' Coordinator
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