Sales call centres: practice for the whole team
A call centre team makes many similar calls a day. Short, regular practice on the same scenario helps people compare approaches without risking a real lead.
This page describes training: practising a call with an AI client. DIRI AI does not evaluate employees, and the outcome of a call is not a basis for decisions about people.
The situation: the team needs the same weak spot trained
A team lead sees the same difficulty in several calls, for example the first sentence or an objection about price. There is little time to train it outside the working day.
- Several agents struggle with the same objection and each answers it differently.
- A new campaign starts and the team has to learn a new opening before the first calls.
- People would like to practise, but not in front of colleagues and not during a live queue.
Typical mistakes
Team training easily turns into a long meeting or into something agents feel is monitoring.
- One long session once a quarter instead of short, repeated practice.
- Practising a script word for word instead of the reasons behind each sentence.
- Using real customer data or recorded calls of colleagues as a training scenario.
- Treating practice results as a ranking of agents instead of a topic for the next session.
- No agreed scenario or goal, so each person practises something different.
How you practise it in DIRI AI
Each agent practises alone with an AI client who reacts to what they actually say. For a team, you agree on the scenario and the goal, and the team lead decides how the results are used for training.
- Agree on one scenario for the team: the campaign, the customer type and the most common objection.
- Let each agent practise a short call on their own, outside the live queue.
- In the report after the call each agent sees quoted moments and one recommended change.
- Meet briefly and discuss the topics people found difficult, without comparing individuals.
- Repeat with an adjusted scenario and agree on the goal for the next round.
A sample from practice
An agent practises the opening of a new campaign call with a customer who is busy.
- You
- Good morning, this is Anna from the service team. I am calling about the offer we sent you last week. Do you have two minutes, or should I call at a better time?
- AI client
- I am in the middle of something. What is this about?
- You
- I will keep it to one question: are you currently paying for the service you have, or would a short comparison be useful to you?
- AI client
- Maybe a comparison. But not now.
- You
- Understood. I will call you tomorrow at ten, and I will send a short message beforehand so you know what it is about. Does that suit you?
- AI client
- Yes, tomorrow at ten.
This example is fictional. It is not a transcript of a real call and not a sample of an evaluation output.
Frequently asked questions
How can a team start without a long rollout?
Each person can begin on the Free plan with 3 voice calls a month. For a team, a 90-day pilot is available, which you arrange through the contact page; agree on scenarios and a goal first.
Can a team lead see who practised and how they scored?
DIRI AI is designed for training, not for monitoring employees. Agree with your team in advance what is shared and how, and follow your own employment and privacy rules.
Does the AI client know our campaign, offer and scripts?
No. You describe the campaign and the offer in your own scenario. The practice is about how the call is conducted.
Is the score a basis for evaluating staff?
No. The score is for training. It is neither designed nor validated as a basis for decisions about employees.
Can I train in other languages too?
Yes, in Czech, Slovak, Polish, German, English, Spanish, Portuguese, Italian, French, Romanian and Hungarian. Scores for calls outside Czech are marked as preliminary.
Learn: guides for this situation
Free tools for this situation
Try one call with your team's scenario
Pick a scenario your team finds hard, practise one short call and read which sentence to change. Free plan: 3 voice calls a month, up to 5 minutes each. A team pilot is agreed separately.