Your agent's first hard call shouldn't be a real one.
Agents practice live calls against an AI customer you configure – any scenario, any difficulty. Every practice call is graded against your scorecard, with feedback that shows exactly what to fix before they take a real call.
"I've been charged twice and nobody called me back. I want this fixed today."
"I'm sorry – I can see both charges. Let me reverse the duplicate now and stay on with you until it clears."
Faster agent certification
Practice on demand, by phone or browser
GRADING ON EVERY CALL INTERACTION
From new hire to ready in three steps
Set up a scenario once. Every agent who runs it gets the same caller, the same standard and the same feedback.
Build the caller
Pick a scenario from the library, or turn your SOPs, courses and best calls into one. Set the mood, the objections and the difficulty.
Let agents practice
Agents call in by phone or from the browser and work the call in your systems, as many times as they need. Nothing reaches a real customer.
Grade and certify
Every call is scored on your checkpoints. Passing graded calls count toward certification, and feedback goes straight to the agent's trainer.
Practice that feels real – and proves who's ready
Role-play with a supervisor teaches the script. The simulator teaches the call: the interruptions, the push-back and the system work, scored the way your QA team scores it.
Callers That Push Back
The AI customer talks like a real one. It interrupts, repeats itself, gets impatient and goes off script – the parts of a hard call a script can't teach. Agents take the call and work your systems at the same time, exactly like the live job.
Scenarios Built From Your Content
Upload a course, a policy doc or your best calls, and the simulator turns them into a scenario in minutes. Tune the caller's temperament, the objections they lead with and how far they push before asking for a manager.
Graded on Your Scorecard
Every call is scored checkpoint by checkpoint against your QA rubric, with the exact transcript moment that earned or lost each point. When a trainer disagrees, they correct the score – and the AI learns to grade that scenario your way.
Certified Before Go-Live
Practice calls are for learning. Graded calls are assigned at random and count toward certification, so a pass means the agent can handle the call, not just the one they rehearsed. Trainers see who's ready, who needs another rep, and why.
Start from a proven scenario, or write your own
Every scenario is tunable: difficulty, temperament, the objections the caller leads with and how far they'll push before they ask for a manager.
Duplicate charge dispute
Frustrated, second contact, wants a supervisor
Refund outside policy
Calm, quotes a competitor, will not accept no
Cancellation save
Decided, price-sensitive, short on time
Downgrade request
Friendly and open to alternatives
Outage escalation
Angry, business impact, demands an ETA
Device setup walkthrough
Patient but not technical, easily lost
Warranty edge case
Confused, talkative, misremembers the terms
Fraud claim intake
Anxious, needs verification handled carefully
First week: order status
A simple ask, for day-one confidence
More About ShyftOff's Platform
An Agentic Contact Center platform that automates your AI + Human agent operations to perfectly staff every interval
Watchtower view into workforce ops + spend
ID-verified expert agents certified with your materials
Scale in 30-minute shifts for perfect staffing during intraday and seasonal surges
Top agents take 90% of shifts for consistent service
Monitors every interaction for compliance + quality
The Easiest Tech You’ll Ever Implement
Frequently Asked Questions
Still curious? We’ve answered the most common business questions.
Prepare your agents for real calls.
Hand your next new hire a scenario instead of a live queue. See a graded call from start to finish, then run one with your own scorecard.
