Get a new class off the floor faster — without burning live customers.
Call centre training that runs on demand instead of once a week. Every agent in the class practises the same outbound call, as many times as they need, against an AI customer who objects like a real one — and comes out with a scored report their trainer can act on the same day.
30-minute demo · we build one of your client programmes live on the call
- Set up in an afternoon
- Nothing to install
- 28+ languages
- No recordings kept
Live tip · Good open. Don’t pitch the offer yet — ask what made her decide, or you’re the third person reading the same script at her.
Classroom roleplay doesn’t scale. Neither do your trainers.
Twelve new starters, one trainer, and an afternoon of pairing people up to read at each other. Half the class practises on a colleague who has never taken a call either; the other half sits and watches. Then they go into nesting and meet a real customer who doesn’t follow the script — and the ones who quit in week two usually quit right there.
The whole class practises at once, on the same scenario, instead of taking turns while a trainer watches one pair.
Run one programme per account. Each one gets its own scenarios, its own objections and its own scoring emphasis.
Nights, weekends, split sites. Practice doesn’t need a trainer in the room or everyone in one time zone.
Where a class actually loses time.
You can’t shorten training by cutting content. You shorten it by getting reps in earlier — and by knowing, before an agent takes a live call, which ones are ready.
Practice before nesting, not during it
An agent can run their first call on day two of training, in the same tool they’ll use in week six. By the time they reach nesting they’ve handled the top five objections thirty times each, so the live call isn’t the first one.
- “I’m not interested”
- “How did you get my details?”
- “Send me an email”
- “I need to ask my husband”
- “How much is this going to cost me?”
Certify on evidence, not on a gut call
Every attempt is scored on the same rubric, so “ready for the floor” stops being a trainer’s impression on a Friday afternoon. You can see who is climbing, who has plateaued, and who needs another day before they touch a live customer.
- Same rubric for the whole class
- Attempt 1 vs attempt 6
- Transcript attached
- Shareable with the client
One floor, six clients, six different ways of speaking.
An outsourcer’s hardest training problem isn’t volume, it’s variety. Each account has its own script, its own compliance wording, its own tone and its own definition of a good call — and agents move between them.
- A scenario set per account. Build the customers that programme actually calls, with that client’s objections and product detail. Unlimited scenarios, so a new account doesn’t mean a new licence.
- Assign by agent, not by floor. The eight people moving onto the new account get that programme’s scenarios; nobody else has to see them.
- Score what that client cares about. The focus-areas field shifts the weighting per scenario — compliance wording on one account, discovery depth on another.
- Something to show the client. Share a report link into a QBR, or attach one to a bid — evidence that agents were certified against their programme before they touched the queue.
Renewal save — cancelled once
Class 14 · P. Nowak · attempt 6 of 8 · 5 min 12 s
Attempt 6 is two points up on attempt 1 — the open is solid now. The gap is the second objection: when she repeated herself, you repeated the offer. Ask a question there instead.
Three steps. That’s the whole product.
-
1
Build the customer
Take the calls your agents will actually make on that account — the renewal that already cancelled once, the lead who filled a form nine days ago. Set the mood, the objections, the language and the voice, then assign the scenario to a class, a pod, or one agent.
Trainer · 5 minutes -
2
The class runs the call
Everyone at once, at their own desk. A real voice picks up, stays in character, gets impatient and hangs up if the agent talks over it. Headsets on, no pairing up, no trainer playing the customer for the fifteenth time.
Agent · until the customer hangs up -
3
The report lands
Seconds later: an overall score, four sub-scores, what they did well and the one thing to change — quoting their own words. The trainer walks in after the exercise already knowing who needs the next ten minutes.
Automatic · instant
Your Nordic queue is staffed in Sofia. Train it there too.
Multilingual hubs hire for language and then have nobody senior who speaks it. Kollup runs practice calls, Live Assist and coaching reports in 28+ languages — and the report can come back in one language for the whole site, so a training manager can certify a German queue without speaking German.
- English
- German
- French
- Dutch
- Spanish
- Portuguese
- Italian
- Swedish
- Danish
- Norwegian
- Finnish
- Polish
- Czech
- Slovak
- Hungarian
- Romanian
- Bulgarian
- Greek
- Turkish
- Russian
- Ukrainian
- Hebrew
- Arabic
- Hindi
- Japanese
- Korean
- Chinese
- …and more on request
The AI customer is cast to the market the queue serves, not to a generic textbook voice. Tell us which accounts you run and which accents your customers actually have, and we set the voices up with you.
Live subtitles during voice practice. The quickest way to move an agent onto a second language queue without waiting to recruit for it.
Feedback follows the call’s language, or stays in one language site-wide — so a team leader can score a call in a language nobody on the management team speaks.
From the account playbook: a plan change inside 12 months qualifies for the retention rate without approval. Acknowledge the switch was mishandled before you mention price.
And on the calls that count.
Practice builds the habit. Live Assist is there when it’s a real customer — listening along and suggesting the next move while the conversation is still happening.
- Grounded in the account playbook — you build a knowledge base once: the client’s products and pricing, what agents may and may not offer, the approved wording, and the answer to every objection that programme hears weekly.
- Ask it mid-call — “what’s the retention rate on this plan?” is answered on screen, silently, instead of a hold and a walk to the team leader.
- A report afterwards too — objections raised, how the call ended, talk ratio, interruptions.
- Kollup keeps no recordings. Audio is transcribed as it happens and discarded — only text is stored, inside your own account.
Seats and minutes. That’s the whole model.
Every plan has the whole product — voice, text, Live Assist, 28+ languages, unlimited scenarios, coaching reports. What changes is how many agents are on it and how much practice each one gets. Same plans as the rest of Kollup.
How many agents
One seat per person. Attrition is a fact of this business — reassign a seat the day someone leaves, because you’re paying for the chair, not the name on it.
How much practice
A monthly pool of minutes shared across the site. A class in week one burns through them; a certified team barely touches them. Hiring twenty in March? Email us and we add minutes to that month’s invoice.
So let’s work out what your site actually needs
Tell us how many agents you run, how often you start a new class and which programmes they’re on, and we’ll tell you what it costs — including if Kollup isn’t the right fit for you yet.
30 minutes · no slide deck · we build one of your client programmes live on the call
What contact centres ask on the demo
Does this work for inbound service queues, or only outbound?
It’s built for conversations with something to achieve — outbound sales, renewals and saves, upsell, appointment setting, lead qualification, collections outreach. The scoring rubric is discovery, objection handling, product knowledge and closing, which is the right shape for those calls.
Pure inbound service — password resets, order status — isn’t what it scores well, and we’d rather say so than sell you something that fits badly. If your queue is service with a save or an upsell attached, that middle ground works fine.
How does this fit into a training week?
Most sites use it as the practice block that used to be paired roleplay. The trainer builds the scenario once, the whole class runs it at their own desks with headsets on, and everyone gets a scored report at the end. The trainer then spends the debrief on the three people who need it, rather than on running the exercise.
It also works as homework between classroom days, and as refresher practice for agents already on the floor — the minutes are pooled, so a quiet team’s unused practice goes to the class that’s ramping.
We run several client programmes. Can we keep them separate?
Yes. Build a scenario set per account, with that client’s products, objections and approved wording, and assign each set to the agents on that programme. Scoring emphasis is set per scenario, so one account can weight compliance wording while another weights discovery depth. Unlimited scenarios means adding an account doesn’t cost more.
Which languages can we train in?
28+, including German, French, Dutch, the Nordics, Polish, Czech, Romanian, Greek, Turkish, Arabic and Japanese. The language is set per scenario, so a multilingual site can certify a German queue and a Polish queue side by side. Reports can come back in one language for the whole site, which is how a training manager certifies a queue in a language they don’t speak.
Can we show the scores to our client?
Yes. Any report can be shared as a read-only link with the full transcript attached, or saved as a PDF — useful in a QBR, or attached to a bid to evidence that agents were certified against that programme before going live. The link is revocable, so you control how long it stays open.
What happens to our call recordings?
Kollup doesn’t keep recordings. Audio is transcribed as it’s spoken and discarded — we store only the text, inside your own company’s space, never visible to another customer. Every account is isolated at the database level, so one BPO can never see another’s scenarios, calls or reports.
Do we need to connect our dialler or telephony?
No. Kollup runs in the browser and practice calls happen inside it — an agent clicks a link, allows the microphone once, and they’re on a call. Nothing to deploy, no IT ticket, no integration project before you can start. That’s usually what makes it possible to trial on one class without a procurement cycle.
Do you work with call centers outside Cyprus?
Yes. We’re based in Limassol, and the sites we speak to are mostly in Bulgaria, Poland, Romania, Portugal, Greece and Egypt. The product runs in the browser and onboarding happens on a call, so where your floor sits makes no difference to how it’s set up.
Bring us your next class
Thirty minutes, no slide deck. Describe a programme you’re hiring for and the call your new starters find hardest — we’ll build that scenario live and run it on the spot. If it isn’t convincing, you’ll know inside five minutes.
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