A clear path from first call to confident pro.
Our 5-step program is built around one belief: support agents don't need more lectures — they need real practice with real feedback. Here's exactly what that looks like.
1. Skill assessment
We benchmark your team across communication, empathy, problem-solving, and product knowledge — using our 18-point CX rubric.
- 10-minute placement role-play
- Recorded baseline call review
- Tailored learning path for each agent
Skill assessment
Progress · 20% through the journey
2. Cohort kick-off
Agents join a live cohort of 12–20 peers, led by a senior CX coach. Every session blends theory with role-play.
- Daily 90-min live sessions
- Pair practice with peers
- Slack-based coaching community
Cohort kick-off
Progress · 40% through the journey
3. Live coaching & role-play
We simulate the real calls you take — refund disputes, angry customers, complex tickets — until handling them feels effortless.
- Real recorded customer scripts
- Voice & tone analysis
- Frame-by-frame coach feedback
Live coaching & role-play
Progress · 60% through the journey
4. QA & measurement
Every week, your manager gets a scorecard tracking lift across CSAT-predictive metrics. No black box.
- CSAT, AHT, FCR scorecards
- Per-agent improvement charts
- Manager-ready PDF reports
QA & measurement
Progress · 80% through the journey
5. Certification & graduation
Agents earn a SpeechLabs certificate, recognized across our 120+ BPO and SaaS partner network.
- Verified digital certificate
- LinkedIn-ready credential
- Lifetime alumni community
Certification & graduation
Progress · 100% through the journey
Choose the format that fits your team
From a single agent looking to grow, to a 500-seat contact center — SpeechLabs adapts to your scale.
For individual agents
Join a public cohort and level up your career.
- Public cohorts every month
- Self-paced + live blend
- Career mentorship
For team leads
Small-group coaching to lift a single team or pod.
- 6–12 person cohorts
- KPI baseline & goal-setting
- Weekly leader debriefs
For enterprises
Full-floor onboarding and continuous coaching at scale.
- Custom curriculum
- Train-the-trainer program
- Dedicated success manager
Want to see a SpeechLabs cohort in action?
We'll walk you through a live coaching session, share sample scorecards, and design a custom plan for your team.