Build your own call centre training simulator.
ShiftMate Sim Studio is an AI training simulator for call centres. You build campaigns from your own scripts, add realistic AI customers with voices, and your agents take practice calls with them. Every call gets a report, so you know who is ready for live customers.
Plans from R35,000 a month ($1,900 outside South Africa). Last updated 31 October 2026.
Already have an account? Log in to Sim Studio
Kirsten Hall, 42
Pharmacy manager, Pretoria · AI customer
“Look, I already pay for car insurance every month. Why would I need a warranty on top of that? It sounds like the same thing to me.”
Example only: the customer and call are made up.
What changes
Stop training new agents on live customers
Without a simulator
Learning on live customers
New agents make their first mistakes on real customers, and those calls are lost.
With Sim Studio
Practise first
Agents run the hard calls as often as they need before they speak to a real customer.
Without a simulator
Coaching when there's time
Team leaders can't listen to every call, so feedback comes days later or not at all.
With Sim Studio
Feedback on every call
Every practice call gets a report straight away, and team leaders see who needs help.
Without a simulator
Freezing on objections
"I'm not interested" or "Send me an email" ends the call because the agent has never practised it.
With Sim Studio
Objections on repeat
AI customers push back the way your real customers do, until the answer comes naturally.
Without a simulator
Guessing who's ready
You find out an agent wasn't ready from complaints, low sales or compliance issues.
With Sim Studio
Ready before go-live
Scores per skill show who is ready for the floor and who needs another day of practice.
Choose how
Two ways to get your simulator
Every simulator is custom built for your campaign, from your own script and campaign material. You choose who builds it.
Build it yourself
Sim Studio, your own account
Register, add your script and campaign material, and pick AI customers from our library or create your own. Your team runs it day to day.
Register for Sim StudioWe build it for you
AI Training, done for you
Send us your script and campaign material. ShiftMate builds the campaign and its AI customers, and your agents just log in and practise.
See AI TrainingSales, service and collections
Built for every kind of call
Outbound sales
The AI customer: Wasn't expecting the call, pushes back on price and wants time to think.
Your agent practises: Opening and compliance lines, finding the need, handling objections and closing the sale.
Inbound service
The AI customer: Calls in upset with a problem: a wrong bill, a delayed order, a service that isn't working.
Your agent practises: Calming the caller, finding the answer, getting it right first time and logging it.
Collections
The AI customer: Behind on payments, with reasons, excuses or a hard luck story.
Your agent practises: Getting a promise to pay while staying within the rules and treating the customer fairly.
Who it's for
For teams that train agents themselves
Contact centres and BPOs
Inbound service, outbound sales and collections teams that onboard new agents every month.
Training managers and team leaders
People who run induction and coaching and want agents to practise before they take live calls.
International operators
Teams outside South Africa, priced in US dollars on the same plans.
Training providers
Providers who want learners to practise realistic calls as part of a programme.
How it works
Practice calls with AI customers
An agent opens a campaign and starts a call. The AI customer answers in a natural voice, follows the situation you set up, raises objections and reacts to what the agent says. When the call ends, the agent gets a report on how it went and can try again straight away.
Why
Mistakes happen in practice, not on live calls
New agents usually learn on real customers. With a simulator they can practise the hard calls (complaints, objections, compliance) as many times as they need first, and team leaders coach from the reports instead of listening to every call.
What you get
What operators get with Sim Studio
- Realistic AI customers with voices, each with their own personality, background and objections
- Campaigns built from your own script, products and compliance lines
- Practice calls your agents take on a phone or laptop, as often as they need
- A report on every call: what went well, what was missed, and what to coach
- Your own company account: you invite agents and see their progress
- A plan sized to your intake, with a monthly fee you know in advance
How self-build works
From sign-up to your first report in six steps
- 1
Sign up
Register your company in Sim Studio and choose a plan.
- 2
Create a campaign
Paste your campaign script, then add your products, rules and compliance lines.
- 3
Add customers
Pick AI customers from the library or create your own, then give each one the situation for your campaign: what they want and what they push back on.
- 4
Publish
Try the calls yourself, then publish the campaign when it is ready.
- 5
Invite agents
Send invitations. Agents create an account and start practising straight away.
- 6
Read per-call reports
Every practice call gets a report, so you can see who is ready and who needs coaching.
Rather we build it for you? See AI Training. Selling to businesses? Try Sim Studio for Sales Teams (beta), built on ShiftMate's sales training method.
After every call
A report the moment the agent hangs up
Every practice call is scored on your campaign's own steps: the opening and compliance lines, finding out what the customer needs, handling objections and closing. The report points to the exact moments that went well or went wrong, so the agent knows what to fix on the next call and the team leader knows who to coach.
- A score for each skill, not just one number
- The moments that mattered, with what to say instead
- Required script lines checked word for word
Call report · just now
Good call, close the loop
Strong opening and compliance. Ask about the car before talking price, and agree the debit order date before you end.
- 00:38✓ Confirmed the customer's name and why we're calling
- 02:15! Quoted the price before asking about the car
- 04:02! Ended without confirming the debit order date
Example only: scores and moments are made up.
Pricing
A monthly plan sized to your intake
Each plan includes a set number of practice hours a month, priced at R350 an hour. Prices in rand for South African companies, US dollars everywhere else.
- Hours beyond the plan: R2.50 a minute (R150 an hour), or $0.14 a minute outside South Africa. Unused hours don't carry over.
- 6-month minimum, billed monthly, then month to month. 60 days' notice to cancel.
Questions about Sim Studio
What is ShiftMate Sim Studio?
Sim Studio is where you build your own call centre training simulator. You set up campaigns and AI customers with voices, your agents take practice calls with them, and every call gets a report.
How is Sim Studio different from ShiftMate building a simulator for us?
With Sim Studio your training team builds and edits the campaigns and customers itself. If you would rather we build and maintain a simulator around your campaign, see AI Training. Both run on the same simulator.
Can we use our own scripts?
Yes, that's how every campaign is built: from your own script, products and compliance lines, so agents practise the exact campaign they'll work on.
Do we have to create the AI customers ourselves?
No. Sim Studio has a library of ready-made AI customers, each with their own personality and voice. Pick the ones you want for your campaign, or create your own.
How much does Sim Studio cost?
Plans run from R35,000 a month for 100 practice hours (Starter) to R175,000 a month for 500 hours (Enterprise). Every plan works out at R350 per included hour. Companies outside South Africa pay the US dollar list price.
What happens if we use more hours than our plan?
Hours beyond the plan are billed by the minute at R2.50 a minute (R150 an hour), or $0.14 a minute outside South Africa. Unused hours do not carry over.
Is there a minimum term?
Yes. Plans have a 6-month minimum, billed monthly, then run month to month. Cancelling needs 60 days' notice.
What do agents need to practise?
A phone or laptop with a microphone and an internet connection. They accept the invitation, create an account and start a practice call.
Is this the same as ShiftMate Academy?
No. Sim Studio is for businesses training their own agents. Individuals looking for free call centre training can use ShiftMate Academy.
Last updated 31 October 2026.
Start building your simulator
Register your company and set up your first campaign, or book a short demo and we'll walk you through it.