davero dialog is an owner-managed company with 650 employees that has been implementing high-quality customer dialogs as a reliable outsourcing partner since 1988. Since its founding, davero dialog has connected companies from various industries with their customers through sustainable dialogs that promote and facilitate authenticity, emotionality, and brand-appropriate elements.
AI-powered Training Simulator for the Contact Center
Spitch Agent Training solution increases efficiency, quality and customer satisfaction through realistic call simulations.
~50 % shorter agent training time
~30 % lower onboarding costs
Challenge:
davero dialog, a contact center service provider with 650 employees, faced several challenges in agent onboarding: high turnover, long training periods, and a lack of practical experience among new agents led to inefficient training and varying service quality. Traditional training methods and resource-intensive side-by-side coaching are time-consuming, difficult to scale, and inconsistent in quality.
Solution:
To address these challenges, the Spitch Agent Training Simulator was implemented—an AI-driven training platform that combines realistic call simulation and automated feedback.
Key Features:
- Practical Simulations: Realistic customer calls in a safe environment, enhancing competence, precision, and customer understanding.
- Customizable Scenarios: Quickly create or import scenarios with
variable emotionality, language, accents, and conversational tones (friendly, irritated, etc.). - Efficient Learning Curve: Reduce onboarding time by up to 50%
through intensive, practical learning with AI simulations. - Automated Feedback: Direct assessments and concrete suggestions for improvement after each simulation, fostering lasting competency growth.
Benefits:
- Practical training: Realistic customer conversations – even in complex
or emotional situations – optimally prepare agents for their daily work. - Increased efficiency: Faster deployment through simulation instead
of lengthy in-person training significantly reduces training time. - Cost savings: Up to 30% lower onboarding costs, with less effort required for trainers and training logistics.
- Continuous training: Continuously improves skills and can be used flexibly for new products or to optimize conversation skills.
