The Challenge:

The company’s existing training model had grown inefficient. New agents struggled with:

• Lengthy training durations that delayed time-to-floor and added to operational costs.
• Low confidence during live calls, especially in navigating complex financial systems or delivering compliant verbiage.
• Inconsistent readiness for real-world scenarios, despite classroom certification.
• Poor nesting outcomes, impacting customer experience and attrition in early tenure.

They needed a modernized, scalable training solution that built agent capability faster—and better.

The Solution:

To address these issues, the firm brought in Aucera, a ResultsCX company. Aucera introduced a simulation-based training model using Symtrain, an AI-powered simulation and coaching platform tailored for contact center agents.

This tool provided an interactive, scenario-based environment that mimicked real banking conversations and workflows—allowing agents to practice, receive instant feedback, and build muscle memory before ever taking a live call.

Key enhancements included:

• Realistic Scenario Familiarity
  Agents practiced real-world customer scenarios—like account disputes, fraud escalations, or loan inquiries—building contextual fluency and reducing early-tenure escalations.
• Increased Agent Confidence
  By engaging with simulated calls and navigation paths, agents developed greater comfort with call flows and regulatory scripting.
• Efficiency Gains in Training Delivery
  The AI-driven tool replaced portions of lecture-based learning with on-demand simulations, compressing timelines without lowering standards.