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Training capacity

Give people more practice without scheduling every role-play

Use simulations for repeatable practice and feedback so trainers can spend their time on judgement, exceptions and coaching. Start with the scenarios that create the most repeated work.

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Illustrative product view · Fictional training scenario

What changed

When this becomes a priority

  • Hiring demand exceeds trainer availability

    Repeated hiring can create more demand for individual practice than trainers can deliver. Identify the exercises that require constant repetition before adding more sessions to the calendar.

  • Manual role-play consumes delivery time

    Human role-play is valuable for nuanced feedback, but it requires a trainer or colleague to be present. Use simulation to extend practice between those conversations.

  • Scoring and follow-up add administration

    Trainer effort includes preparation, reviewing attempts and writing feedback. Evaluate the whole delivery workflow, including the work needed to maintain the programme.

The scenario

Practise a sensitive payment conversation

  • Who

    Service associate

  • Where

    Illustrative scenario: I cannot pay the full amount today. What can I do?

  • In which tools

    Practice in a simulated payment workspace using fictional records.

Illustrative practice conversation
  • Customer

    I cannot pay the full amount today. What can I do?

  • YouStep 1, Passed

    I understand that paying in full is difficult right now. What payment schedule could work for you? We can check the eligible arrangements together.

Payment options
Account
Fictional training account
ArrangementStep 2, Passed
Eligible installment plan selected
Follow-up noteStep 3, Missed
Not saved

Illustrative practice attempt · 2 of 3 steps passed

  1. Discuss the circumstances

    Say

    Ask about the customer's situation without making assumptions.

    Passed

  2. Choose a permitted option

    Decide

    Select an arrangement that is eligible under the practice policy.

    Passed

  3. Record the follow-up

    Do

    Save the proposed arrangement for follow-up. The learner left the note blank.

    Missed

How it's scored

Assess the work, not just the answer

Set criteria for this role and scenario. Use the feedback to guide another attempt or a conversation with a trainer.

  • Communication

    Select an option within policy

  • System actions

    Establish the circumstances respectfully

  • Judgement

    Document the agreement for follow-up

Common questions