Call centres and BPO, voice practice
Let new agents take the angry call before the queue does
Classroom role play uses a colleague who laughs. Give trainers a customer who interrupts, escalates and asks for a manager, and a report on every practice call that shows what to coach.
Free plan: 3 calls a month, up to 5 minutes each. No card.
Three calls worth rehearsing first
Each one is written the way a trainer would brief it: what the customer says, what usually goes wrong and what to say instead. Adapt the wording to your company’s rules.
Week one, first angry caller
- The customer says
- “I have explained this to three people already. Why am I still on hold?”
- What usually goes wrong
- The new agent apologises in a loop or starts reading the script.
- Say instead
- “I am sorry you had to repeat it. Give me a moment to read the notes so you do not have to say it again.” Then silence while checking, then the next step. Trainer’s check: did the agent stay quiet for ten seconds without filling it?
- Practise with
- Resolving a serious service problem
The request the agent must refuse
- The customer says
- “Just refund it. I do not care what your policy says.”
- What usually goes wrong
- Agents give in to end the call, or quote policy like a wall.
- Say instead
- “I cannot refund this myself and I will not promise something I cannot do. What I can do is [option], and I can record your complaint so it gets looked at.” Name what you can do before what you cannot.
- Practise with
- Refusing an unacceptable business exception
The outbound retention call
- The customer says
- “I was about to cancel anyway. Convince me.”
- What usually goes wrong
- A scripted offer read at speed.
- Say instead
- “I do not want to argue you out of it. What made you think about cancelling? If it is the price, I will tell you what is possible. If it is something else, I will say so.” One real question before any offer.
- Practise with
- Saving a relationship with a departing customer
Typical call types
The conversations that come up most often, and what each one is for.
- Inbound complaint
- Let the caller finish, check the notes before answering and agree one concrete next step.
- Policy refusal call
- Say clearly what cannot be done, then offer what can, without hiding behind the rulebook.
- Outbound retention call
- Ask why the customer wants to leave before reading out any offer from the campaign.
- Escalation request
- Handle “put me through to a manager” calmly and explain honestly what happens next.
Who you talk to and what they care about
Know the person before you dial. Each role listens for something different.
- Caller who has repeated the story
- Not having to explain it all again and hearing a real next step instead of another apology.
- Customer about to cancel
- Being asked about the reason, a straight answer on what is possible and no pressure to stay.
- Client account manager
- Agents who sound like the brand, keep to the agreed wording and resolve calls without escalation.
Top objections and example answers
Examples of a direction, not a script. Say it in your own words and use facts from the customer’s situation.
- “I want to speak to your manager.”
- I understand. Let me first check what I can do for you right now, and if it needs a manager I will explain exactly how and when that happens.
- “You people never call back.”
- That is fair to be annoyed about. I will note a time that suits you and the number to reach you, and I will tell you who will call.
- “Just read me the cancellation terms.”
- Of course, I will read them in full. May I ask one question afterwards about what made you decide, so the next customer has a better experience?
- “I am recording this call.”
- That is fine. I will keep to the facts and confirm in writing anything we agree today.
Sample opening lines
A good opening names who you are, why you are calling and gives the other person an easy way to answer.
- Inbound complaint
- Thank you for calling [brand], this is [your name]. I can see your earlier contact in the notes. Give me a moment to read it so you do not have to repeat everything.
- Outbound retention
- Good afternoon, [Name], this is [your name] calling for [brand] about your account. I understand you have been thinking about cancelling. Could you tell me what led to that?
- Callback after escalation
- Hello, [Name], it is [your name] from [brand], calling back as agreed about your case. I have the outcome and I would like to walk you through it.
Replace the brackets with your own details. Keep the line short enough to say in one breath.
Wording to handle with care
General reminders, not an exhaustive list. Rules differ by country and company, so follow your company’s approved wording.
- Promises outside the agent’s authority
- Do not commit to refunds, credits or dates the agent cannot approve. Say who decides and when the customer will hear.
- Wording the client has not approved
- Outsourced calls speak for another company. Keep to the agreed descriptions of products, prices and terms.
- Pressure in retention campaigns
- A customer who has decided to leave must be able to do so without being worn down or misled about the terms.
- Personal data on the call
- Verify identity the way the process requires and never read out more personal details than the task needs.
This is training material, not legal advice. For anything specific, ask your compliance or legal team.
Practise these calls in DIRI AI
Talk to an AI customer by voice and read a report with the transcript afterwards. These scenarios are the closest fit for this industry.
Recommended practice scenarios
- Resolving a serious service problem
- Refusing an unacceptable business exception
- Saving a relationship with a departing customer
Objections to practise first
Take the first angry call yourself
Run one practice call, read the report and decide what your next new-hire class should rehearse.
Related guides in Learn
Questions about this industry
Can agents practise inbound and outbound calls?
Yes. Service recovery and boundary scenarios fit inbound. Retention and renewal scenarios fit outbound.
Does it fit a scripted environment?
Yes. Practise your script, then ask the AI customer to go off it. The report shows where the agent lost the thread.
Which languages can we train in?
Eleven: Czech, English, Slovak, Polish, German, Spanish, Portuguese, Italian, French, Romanian and Hungarian.