Your agents arrive ready. Competent. Confident. From day one.
The gap between trained and ready is where agents fail, and where customers leave. The ShiftMate Training Simulator closes that gap before your agent takes a single live call: an AI plays the customer, the agent plays themselves, and every call is scored the moment it ends.
“Look, I already pay for car insurance every month. Why would I need a warranty on top of that?”
- Opening and compliance lines92
- Finding out what they need78
- Handling objections64
- Closing and next steps71
Example only. The customer, call and scores are made up.
- Difficulty
- From a warm customer to an adversarial one
- Formats
- Full calls and short micro-drills
- Feedback
- A scored report after every call
- Needs
- A phone or laptop with a microphone
Hyper-realistic scenario immersion
Our AI inhabits the role of a live customer: a fully formed personality, genuine objections, real pressure. Your agent plays themselves. Every scenario is mapped to the exact call types your floor handles daily.
As the conversation unfolds, the AI engine evaluates communication quality, objection handling, product knowledge and compliance in real time. Agents receive scored, actionable feedback after every session, not a week later.
ShiftMate then builds a dynamic skill profile for every agent. Identified gaps trigger targeted drill prescriptions automatically, and managers see team-wide skill intelligence at a glance.
Example only. The agents and scores are made up.
Everything an agent needs to practise a real call
Live voice roleplay
The agent speaks out loud, as themselves, to an AI customer that answers in a natural voice and reacts to what is actually said. There are no scripts to memorise and no multiple-choice answers.
Realistic AI customers
Each customer has a fully formed personality, genuine objections and real pressure, from a warm caller to an adversarial one.
Scenarios mapped to your floor
Full calls and short micro-drills, built around the exact call types your team handles every day: objection handling, escalations, high-pressure queries.
Scored on your rubric
Communication quality, objection handling, product knowledge and compliance are evaluated against the dimensions you choose.
The compliance gate comes first
Mandatory phrases and prohibited statements are checked on every call, and the result is shown front and centre.
Feedback straight away
A scored, actionable report follows every session, not a week later, with the moments that mattered and what to say instead.
From picking a scenario to reading the report
- 1
Pick a campaign
Choose the campaign the agent is being trained on, such as an outbound sales or inbound service campaign.
- 2
Choose a scenario
Pick a full call or a short micro-drill, and how hard the customer should be: warm, standard, skeptical or adversarial.
- 3
Enter details and check the microphone
The agent adds their details and tests their mic on a phone or laptop.
- 4
Have the call
The AI customer picks up. The agent talks out loud and the customer responds in real time.
- 5
Read the report
A scored report appears straight after the call, with the compliance result first, then each skill and the key moments.
- 6
Practise the gaps
Gaps trigger targeted drills automatically, so the next session goes straight to what that agent needs.
Nice, you acknowledged without pushing back. Keep that warmth.
Customer“I already have cover with another provider.”
Tanya“I completely understand, and that's actually great to hear.”
Customer“So honestly, why would I even consider switching?”
Example call from the live demo. The agent and customer are made up.
Coached mid-call, invisibly
ShiftMate coaches agents mid-call. After every agent turn, the AI surfaces the optimal next move in real time, and the agent's response changes because of it. A QA score climbs as the conversation unfolds. This is what best-in-class performance looks like at scale.
Tested before it reaches an agent
Before any scenario touches a live agent, ShiftMate runs it through an autonomous validation loop: AI agent versus AI customer. We confirm the customer is realistic enough to genuinely test, and that the scoring rubric is evaluating what it is meant to evaluate. We stress-test our AI with AI. Our AI then trains your agents.
Take a training call with a live coach.
In the Experience Centre you play the agent on a made-up complaint call. A live hint appears before every reply, your scores move as you talk, and you get a scorecard when you hang up, with compliance checked first.
Take the call
120 AI customers, each with their own voice
Pick who your agents practise with: calm or angry, chatty or rushed, each with their own personality and money worries. Made up, never real people.
What this means for your business
Every agent you hire practises your exact call scenarios before they speak to a single client. Your trainers start doing what they are best at, and your managers see a live skill map for every agent.
For agents
- Zero sink-or-swim first calls
- Confidence from practising your exact call scenarios before the first live call
- Honest feedback right after every call
For trainers
- No more running the same role-play session again and again
- Time back for what trainers do best: coaching and developing people
- Scenarios that stay current as products and scripts change
For managers
- A live skill map for every agent: a data dashboard, not a gut feel
- Every agent assessed, not just the ones managers happen to catch
- Skill gaps visible and actionable from day one
- 50+
- Scenarios practised before the first live call
- 60%
- Reduction in time-to-competency
- 100%
- Of agents assessed, not just the ones managers catch
- 0
- Trainer hours spent on repeat scenario practice
Training simulator FAQs
How is this different from a quiz or e-learning?
The agent speaks out loud to an AI customer that reacts to what is actually said. There are no multiple-choice answers and no fixed script to memorise.
What do agents get at the end of a call?
A scored report on your rubric, with the compliance result shown first and the moments that mattered. Gaps point to drills to practise next.
What do agents need to practise?
A phone or laptop with a microphone and an internet connection. They accept an invitation, create an account and start a call.
Can we practise our own campaigns?
Yes. Scenarios come from your campaign script, products and compliance lines, built in Sim Studio.
Does it work for team leaders too?
Yes. The team-leader coaching simulator lets a leader practise a difficult one-on-one with a defensive, high-performing agent before it happens for real.
See it in action
Run a live scenario in the demo, or set up your own campaigns in Sim Studio.