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Customer support training

Call Center Training That Prepares Agents for the Hard Calls

Escalations, angry customers, policy explanations and troubleshooting usually reach a new agent for the first time on a live call. With Yoodli, agents practice with AI customer personas that get frustrated and push back, and every attempt is scored against your QA rubric. RingCentral cut support call certification time by 90%, from nine hours to one per agent.
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Customer service training built for contact centers

Agents get more practice than shadowing can give them, and QA leads stop grading every certification by hand.

Practice the calls agents dread

Billing disputes, cancellations, outages and escalations all run as AI roleplays. You set the customer's mood, the issue and how hard they push.

Certification graded on your QA rubric

Every attempt is scored on your rubric for empathy, accuracy, policy and resolution. QA reviews only the attempts that need a human.

Product and process knowledge, taught by AI

An AI tutor walks new agents through products, policies and systems, then checks that they can explain them back.

Contact center training programs on Yoodli

Support and service teams use Yoodli for these programs:
  • New agent onboarding, from product basics to the first live call
  • Certification before agents join the queue
  • De-escalation and difficult customer conversations
  • Policy, billing and troubleshooting explanations
  • Upsell and retention conversations for service teams with revenue targets
Each program uses your scripts, policies and QA standards.

Agents are ready before their first live call.

Why contact centers use AI roleplay for agent training

Shadowing and side-by-side coaching don't scale with hiring classes. AI roleplay does, in four ways:

Every agent practices the same scenarios, graded the same way

Agents can practice as many calls as they need before going live

QA time goes to the attempts that need review

Team leads see readiness by agent, team and site

Every hiring class ramps on the same standard, whatever the site or shift.

Customer support training results

RingCentral cut support call certification time by 90%, from nine hours to one per agent. Bank of Colorado uses Yoodli for consistent service conversations across 45+ branches.

Yoodli Personas play customers with the mood and issue you set

Yoodli Roleplays grade every attempt on your QA rubric

Yoodli Create builds onboarding journeys from your knowledge base

AI tutoring for products, policies and systems

Yoodli Measure shows readiness by agent, team and site

Built for support and contact center teams

Yoodli runs in the browser, embeds in your LMS and supports 25+ languages for global sites.

Get agents ready before they join the queue

Let's scope a demo around your hardest call types and your next hiring class. RingCentral cut support call certification time by 90% with Yoodli.

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Frequently asked questions about call center training

Combine product and policy training with realistic practice and a clear certification standard. On Yoodli, agents learn with an AI tutor, practice with AI customer personas and certify against your QA rubric before they take live calls.

An AI customer calls in with a specific issue and mood. The agent handles the call, and Yoodli scores it on your rubric for empathy, accuracy, policy and resolution, with feedback on what to change.

It reduces how much you need. Agents arrive at live coaching having practiced the basics, and QA leads review only the attempts that need a human. RingCentral cut support call certification time by 90%.

Yes. Yoodli supports 25+ languages, and readiness reporting breaks out by agent, team and site.

Roleplays and learning journeys take minutes to create from your scripts and knowledge base. Most teams plan about three weeks of setup before go-live for integrations, testing and feedback.