Flipping the Script: From Learning-to-Do to Doing-to-Learn in Customer Service Training

Mar 7, 2024

At Smart Role, we're pioneering a revolutionary approach that transforms how customer service agents are onboarded and trained. Forget the outdated learning-to-do methodology; we're all about doing-to-learn.

The Old Ways

Traditionally, customer service training involved lengthy, text-based learning and repetitive quizzes. This method often led to a disengaged learning experience, failing to prepare agents for real-world scenarios.


🦊 In 2021, this ineffective approach contributed to a staggering 42% attrition rate in the customer support industry.


Think about it – that's almost half the workforce!

The Cost

This high turnover isn't just a number; it's a financial burden. Replacing a single agent costs between $10,000 to $20,000. For a call center with 100 agents, that's an annual strain of up to $1.8 million. That's a big hit to any company's bottom line.

Enter Smart Role 🦊

Here's where Smart Role changes the game. We're not just another training tool; we're a revolution in onboarding and training. Our AI-powered platform engages agents in realistic, role-play-based scenarios, tapping into a do-to-learn approach.

Do-to-Learn: The Smart Role Way

Our technology integrates with your company's resources – help centers, FAQs, internal documentation, and past solved tickets. Agents are plunged into real-life situations they'll face daily, not just reading about them. It's hands-on learning from day one, building confidence and expertise without compromising customer support quality.



Why It Works

Doing-to-learn is effective because it's experiential. Agents learn by doing, making decisions, and interacting in simulated environments that mirror their future workspaces. This approach fosters a deeper understanding and retention of knowledge, equipping agents to handle real customer interactions confidently.

The Impact

The result? Lower attrition rates, reduced operational costs, and a team of agents who are not just trained but truly prepared. We're turning the tide on the traditional training model, one role-play scenario at a time.

At Smart Role, we're not just teaching agents how to do their job; we're letting them experience it.

Join us in this training revolution and see the difference in your team's performance and your bottom line. It's time to flip the script with Smart Role!


Tagged: #AIinOnboarding #SmartRole #CustomerServiceTraining #Attrition

Smart Role is a platform transforming customer service hiring, onboarding, and training. Our technology helps businesses streamline the process and reduce costs.

Smart Role is a platform transforming customer service hiring, onboarding, and training. Our technology helps businesses streamline the process and reduce costs.

Smart Role is a platform transforming customer service hiring, onboarding, and training. Our technology helps businesses streamline the process and reduce costs.