Your agents practise the calls that escalate. You coach calmer service.
Oliver gives customer service and contact-centre teams realistic inbound call practice for angry callers, complaint recovery, and policy-bound requests, with QA-style scorecards you can coach from.
Maya Chen
Frustrated caller
Maya
No signup · 2 minutes · instant feedback
See Oliver in 45 seconds.
Practise, coach, and track — in one loop.
Practise the call before it counts.
Oliver puts your rep in a live voice call with an AI partner who pushes back, so the first real attempt isn’t the first attempt.
Try a practice call
Alex Morgan
CFO · Sceptical Buyer
Alex
No signup · 2 minutes · instant feedback
Turn every call into coachable evidence.
Every call becomes a transcript and scorecard with the one sentence to coach next. Managers coach from evidence, not memory.
Try a practice callCall scorecard
Alex Morgan · Price objection
Strong call
Held the price, anchored on ROI, and booked a next step.
What worked
- Reframed price as cost-per-rep
- Stayed calm under pushback
Coach next
- Quantify ROI sooner — lead with the number.
See where the whole team is moving.
See who practised, where scores are moving, and what to assign next, without reading every transcript.
Try a practice callTeam progress
Sales · 24 reps practising
Team strengths
Focus areas
Turn real workplace scenarios into repeatable coaching.
One loop your whole team runs — assign, practise, coach from evidence, then assign the next rep.
Create or choose a scenario
Start from a proven workplace conversation or turn your own process into practice.
Send practice to your team
Assign the conversation before a live customer, client, prospect, or workplace moment is on the line.
Review scorecards and coaching evidence
Use transcripts, rubric scores, and specific moments to coach from evidence.
Assign the next practice move
Turn weak spots into focused follow-up practice instead of another generic workshop.
Build calm, consistent service under pressure.
Contact-centre training works best when agents can answer the hard call before it reaches a real customer. Oliver puts your team in realistic inbound calls, captures the transcript, and shows where empathy, verification, diagnosis, ownership, or escalation judgement broke down.
Best for contact centres, offshore support teams, service recovery, QA leaders, and frontline onboarding.
Agents jump into process language before the caller feels heard.
Offshore and new-starter teams know the script, but not the local context or accent pressure.
QA scorecards arrive after live volume instead of before the behaviour reaches customers.
From practice call to next coaching move.
Choose an inbound scenario: angry caller, delayed response, billing complaint, policy-bound request, or escalation handoff.
Oliver waits for the agent to answer, then plays the customer with realistic emotion, local context, and pushback.
Coach from the transcript, QA categories, focus areas, and the next practice call to assign.
Start with a real conversation shape.
Frequently asked questions
- What customer service scenarios can agents practise?
- Oliver covers angry caller de-escalation, complaint recovery, billing and refund disputes, policy-bound requests where you need to say no, and escalation handoffs. Each scenario uses realistic customer emotion and local context.
- Is Oliver suitable for contact-centre onboarding?
- Yes. New agents can run through inbound call scenarios before they go live, and managers receive a QA-style scorecard they can coach from on day one — without waiting for real call volume.
- Can managers use Oliver for ongoing QA coaching?
- Yes. Each practice call produces a full transcript and a QA-style scorecard with specific focus areas. Managers can use these in 1:1 coaching sessions to make feedback concrete instead of impressionistic.
Practise the next tough conversation in two minutes.
Pick the scenario, add your first name and work email, then speak with a realistic AI partner.