Optimizing Call Center Agent Training with AI-Driven Role Play Simulations

BY:  Rebecca Herson
September 28, 2023
Updated on January 29, 2024

Table of Contents

Call center agents represent your brand to your target audience, so it’s vital that they are skilled, knowledgeable, and fully trained. They’re under a lot of pressure to complete sales, resolve issues, and engage effectively with your customers, especially when the markets are turbulent and the economy is uncertain. 

That means that every agent has to fully understand your product and possess excellent listening skills. While some people are naturals, most of them need training to become successful agents, and call center agent training is not easy. However, AI role play simulations can help speed up training and boost its impact. 

Here’s all you need to know about using role play simulations for call center training. 

The Challenges of Training Call Center Agents

Employee training can be a challenge for every industry, but call center sales training and customer support training can be particularly difficult. 

Managers lack the time to keep up with training needs

Call centers are known for high turnover, so onboarding never ends. You also need to roll out more training whenever there’s a new feature added or a change in the messaging. If you’re scaling fast, it’s even harder to keep the pace of training up with client needs. 

The best way to train agents is through role plays and practice conversations, so they gain confidence and refine their skills before they enter a “real life” situation. But managers rarely have the time to give each agent the one-on-one practice they need. They’re only human, so they can also struggle to give the objective and consistent feedback that agents need. 

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Call center agents are under a lot of pressure

It doesn’t help that call center agents have to be trained to deal with tough situations. Customers are low on patience and high on expectations for fast and efficient resolution, so agents frequently need to soothe irate and irritated callers while under pressure to deal with their issues ASAP. 

Compliance and product details require extensive knowledge 

On top of this, agents need full and detailed knowledge of the company’s products and/or services, which could be extensive and frequently updated, and to be able to comply with industry regulations and data privacy and security laws. 

It’s hard to ensure that every agent has mastered all this information, and even harder to guarantee consistency across large and diverse sales teams. 

Remote training raises the bar

If you have agents working from home, you’ll face the added challenge of how to train call center agents remotely and feel confident that everyone has gained the same skills level and product/service knowledge. 

AI-Powered Role Play Simulations: The Game Changer for Call Centers

AI role play simulations use artificial intelligence (AI) to support realistic role play partners who can hold authentic conversations with call center agents. The AI simulations can ask queries, raise objections, and reply to questions, just like human customers. 

This allows agents to practice their listening skills, issue resolution, sales tactics, and other vital capabilities. Unlike human managers, AI role play simulations are always available 24/7, never get tired, and are always objective. 

With timely feedback and more opportunities to rehearse difficult conversations and experience challenging situations, call center agents are able to improve performance and gain confidence far more quickly. 

Implementing AI Simulations in Call Center Training

Like every new training method, you need to be wise about introducing AI role play simulations into your existing training strategy. Here are 5 steps for successfully integrating AI role plays into call center training. 

Define your learning objectives

Before diving into AI simulations, clearly define what your agents need to learn. This is fundamental for any training tactic or tool. Identify the specific skills, knowledge, and behaviors that are essential for their roles in the call center, and decide which ones you’ll focus on. If you introduce too many simulations on too many topics at the same time, you’ll risk overwhelming your agents and putting them off the whole idea. 

Align role play simulations with your KPIs

It’s vital to determine which key performance indicators (KPIs) are most important for your call center’s success, such as first call resolution, CSAT scores, and call quality. At the same time, consider which ones you can impact most easily with AI simulations. These are your low-hanging fruit and should be the first simulations you develop. 

Put your team together

Establish a team specifically to generate and manage role play simulations. This is far more effective than expecting existing training personnel to take on the task alongside their other responsibilities. The team doesn’t need to be large, but it should include both an operations subject matter expert (SME) who can identify high-impact call scenarios, and a training leader to integrate simulations into training programs.

Set generative AI to work

Generative AI platforms like Second Nature make it easy to create realistic and tailored role-play scenarios for your top KPIs and learning objectives. With generative AI, it doesn’t take long to produce a wide range of role play simulations that mimic real-life customer interactions.

Test, track, and refine

Once you’ve created AI role play simulations, encourage your agents to try them out. Benchmark agent performance before and after using role play simulations, so you can monitor the impact they have on your chosen KPIs. Be prepared to make adjustments as necessary to improve the simulations’ effectiveness.

Best Practices for Introducing AI Role Play Simulations to Call Center Agent Training


Nothing stays static in the world of call center training, so invest in an AI role play simulation platform that is flexible and versatile. Look for one like Second Nature that can scale as your teams grow, and can be adapted for your organization’s unique sales and support approach and training needs.

Tailored feedback

Feedback is just as important as the role play conversation itself. Make sure your new AI tool can deliver feedback that’s personalized and appropriate for every agent, from new agents needing limited information to high-performing agents benefitting from insights-driven feedback.

Widespread consensus

Before building the call scenario stories, ensure consensus among operations, training, and compliance teams. This collaboration ensures that everyone is aligned on the objectives and content of the simulations.

Agent buy-in

When you introduce AI role play simulations, take the time and effort to gain agent buy-in and support. It’s a good idea to seek input from agents about AI training tools and gather insights into their specific challenges and training preferences. Involving agents in the decision-making process can improve their engagement with AI-enhanced training.

Change mindset 

AI-powered tools can cause anxiety and concern among call center agents, sales training experts, and other employees too. Many might worry that AI is taking over their job. Allay their fears by emphasizing that AI is here to supplement human skills, not to replace them. 

AI-Powered Conversation Simulations: A Closer Look

With the right AI role play platform, it’s easy to produce customized role play simulations for every training need. Platforms use enormous datasets to train AI models to mimic human speech, and then refine them for call center scenarios. You might be able to choose from a range of common scenarios, like cold call pitches, objection handling, customer complaint calls, etc. This makes it faster to customize simulated conversations for every call center need. 

Next, you’ll need to input details about your specific company. You’ll usually have to enter some information about your product or service, and upload a description of your target audience or persona. It can be helpful to have a subject matter expert carry out the first conversation or two with the simulation, to help it learn what “good” answers look like, but it’s not always necessary. 

Once your simulation is ready to go, share it with all your agents. Some platforms integrate natively with Salesforce and other popular sales tools, so you can send reminders and recommended simulations through tools your agents already use. 

Now each agent can practice a customer call whenever they have a few minutes to spare, without worrying about embarrassing themselves by making mistakes in front of colleagues and/or their manager. Because it uses AI, the platform can evaluate and score sessions instantly, sending timely feedback and recommendations that agents can immediately put into practice to reinforce good habits. 

Measuring the Impact: Tangible Outcomes of AI-driven Training

Each organization has different KPIs for call center agents, but there are many benefits to using AI-powered role play simulations. Here are some of the tangible outcomes you can expect to see:

  • Agents enjoy more training and practice, with one of our clients almost doubling its training capacity without any increase in training resources, and practice time growing 7x for new hires and 6x for ongoing training.
  • Increased confidence among agents; 80% of agents in one company reported an improvement in their real life selling capabilities after implementing AI-driven training.
  • Greater fluency in sales and support calls, as one of our clients saw low-performing agents rising to meet average performance levels.
  • Shorter time to productivity for new hires; one of our clients measured a drop in onboarding time of over 50%
  • Greater deal volumes, with one company reporting an average 21% increase in sales after using our AI role play simulations
  • Faster time to close deals; our customers saw 46% higher closing rates on average after introducing AI role play simulations
  • More revenue per agent, with a client tracking a 4x increase in revenue per agent within 30 days of training with Second Nature.
  • Improved listening skills that lead to faster case resolution and higher CSAT scores

AI Role Play Simulations Deserve a Place in Call Center Training

AI role play simulations are still new arrivals for call center agent training, but they are quickly proving their value. With role play simulations, sales enablement personnel, managers, and training leaders can onboard new hires more quickly, scale easily, and make a significant impact on agent listening and selling skills, product knowledge, and performance. With AI role play simulations as part of your training program, agents practice more, feel more confident, and ultimately drive more revenue and retention. 


Why is AI-based training beneficial for remote call center agents?

AI-based training makes it possible to offer even remote agents personalized learning experiences that are available on demand. With AI role play simulations, managers can track agent progress and performance, giving them insight into which agents need more support and might otherwise go unnoticed in a remote setting. With AI-based training, call centers can offer scalable and consistent training experiences for agents in any location. 

How does AI-driven training improve agent performance?

There are a number of ways that AI training improves agent performance. For a start, AI platforms deliver timely, trusted, and objective feedback so agents can quickly improve their conversations. Unlike managers, AI training is available 24/7, allowing agents to practice more often which inevitably has a knock-on effect on their performance. And once agents have successfully conducted challenging conversations with an AI role play partner, they feel confident that they can handle similar scenarios in real life. 

Can AI-powered simulations replace human trainers?

No, AI role plays will never entirely replace human call center training experts. Agents still need human interactions during their training, and humans are sometimes needed to train AI role play simulations and ensure they are accurate. Agents will still need some face-to-face, one-on-one training from human mentors. 

But AI tools can take over some tasks like evaluating and scoring pitches, thereby freeing up human trainers for work that AI can’t do, like focusing one-on-one time with agents that need more support. AI also enhances the capabilities of human training personnel by serving as role play partners, allowing one human trainer to support and train many more new agents without any drop in effectiveness. 

Are AI-powered training tools secure?

AI training platforms and training tools can be highly secure, as long as they are developed with cybersecurity principles baked in and are programmed to comply with data privacy regulations. It’s important to only use AI platforms from trustworthy vendors, that include robust cybersecurity measures and receive regular security audits and updates. 

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About the author

Rebecca Herson

Rebecca is head of marketing at Second Nature.

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