Smart Role for BPOs
The challenge: training & scaling at speed
BPOs face a constant challenge of efficiently training agents while maintaining high service quality across multiple clients. Traditional training methods are slow, inconsistent, and difficult to scale.
According to a 2024 NICE report, 37% of BPO clients consider effective agent training as the most critical factor for oversight, followed by onboarding speed (16%).
How Smart Role solves this for BPOs
Smart Role offers an AI-powered training platform designed to help BPOs scale efficiently while ensuring every agent is fully prepared from day one. With interactive role-playing scenarios, your agents experience realistic customer interactions before ever taking a live call or chat.
Accelerated Onboarding
Reduce agent ramp-up time by 50% with interactive simulations
Consistent Training Across Clients
Ensure service quality is standardized for every brand
Scalable & Flexible
Train 100 or 3,000 agents with the same efficiency
Real-Time Performance Insights
Track agent readiness, soft skills, and compliance
Reduced Costs
Save training hours and minimize errors that lead to escalations
✔ Proven Results
A travel BPO saved 70-100 hours per week in manual coaching
✔ CSAT Growth
A Smart Role-powered team improved CSAT by 10% after better preparation
✔ Lower Attrition
A BPO reduced agent turnover by 15% with improved recruitment assessments
Customizable to each client
BPOs work with multiple brands, each with its own tone, policies, and expectations. Smart Role enables:
Branded scenarios: Tailored training experiences per client
Custom scorecards: Define soft skills, compliance rules, and performance metrics
Multi-account management: Easily switch between different brand training environments
Security & Compliance
Smart Role meets the highest security standards:
🔒 SOC2 Type I & GDPR compliant: Ensuring data privacy for BPO clients
🔒 Europe-hosted LLMs: Data is never shared to improve third-party AI models
🔒 Environment isolation: Each client’s data remains secure and separate
