Every seat ready for today’s calls
Quotain turns your script into AI callers that agents practice between calls, then grades their recorded calls on the same scorecard, so team leads know which seats to coach first.
The calls your floor handles on every shift. Each one becomes an AI caller to practise with, and a scorecard for the recorded calls.
Callers who arrive with a quote already open in another tab.
A price shopper holding two quotes
A prospect comparing providers“The other firm quoted me fifteen per cent less. Why should I pay you more?”
Scored on- Value ahead of price
- The pricing disclosure that is required
- Asked them to buy
An upsell during a service call
A customer calling about a bill“I only want this charge put right. I am not here to buy anything today.”
Scored on- Put the issue right first
- An offer tied to their usage
- Sticking to the script
A caller who wants a supervisor
A prospect on a second call“I have already explained this twice. Please put me through to a supervisor.”
Scored on- Acknowledged the caller before redirecting
- The escalation steps were followed
- Kept the sale in play
Every cancellation call is a chance to hold on to the account.
A cancellation driven by price
A customer whose promotion has just ended“My bill has gone up thirty dollars this month. Cancel it today.”
Scored on- Found the reason before making an offer
- A save offer taken from the approved list
- The cancellation disclosure that is required
A cancellation after a poor experience
A customer after a missed installation“Your technician failed to show, twice. I have had enough of this.”
Scored on- Took ownership and apologised
- Put the problem right before the offer
- A recap of the terms of the save
A request to downgrade
A customer paying for features they do not use“I do not use half of what I am paying for. Move me onto the cheapest plan.”
Scored on- Reviewed the usage they actually have
- Offered a plan of the right size
- Confirmed what the new terms are
Calls in which the agent has seconds to earn the next minute.
A web-lead callback within minutes
A lead who completed a form“I was only browsing. I did not expect anyone to ring this quickly.”
Scored on- The disclosure at the opening
- Qualified whether there is a need
- Booked the next step
A win-back callback
A customer who left last year“I left because you put my price up. What’s different now?”
Scored on- Acknowledged the reason they left
- An offer taken from the approved list
- Asked them to buy
Setting the appointment
A homeowner who asked for an estimate“Can you not simply give me a price over the phone?”
Scored on- Why the visit is worth it
- Offered a choice of two time slots
- The script that confirms the booking
The same call, taken at every site and marked on the same scorecard.
A new script, in its first live week
A price shopper, at any site“Your website shows one price and the last agent quoted another.”
Scored on- Followed the new script
- The pricing disclosure that is required
- An offer that stays consistent
Nesting week, and the first save call
A customer who is calling to cancel“My mind is already made up. Just tell me the steps I need in order to cancel.”
Scored on- Identity was verified
- Found the reason before making an offer
- The cancellation disclosure that is required
One script, practised on every seat. The floor fills in as agents drill between calls, and the calls they recorded come back graded on those same criteria.
- 1 · Callers
A caller for every call type.
Quotain reads your script, playbook and recorded calls and builds an AI caller for each queue, from the price shopper to the customer calling to cancel.
Quotain reads the spring offer script and the recorded calls, then builds three AI callers, one for each queue on the floor. - 2 · Drills
Practice that fits between calls.
Agents drill one moment, like the save offer or the opening disclosure, and every attempt is scored on your criteria before the next call comes in.
Agents run short drills between calls, and the floor fills in with their scores. - 3 · Coaching
Recorded calls on the same scorecard.
Calls you bring into Quotain are graded on the criteria agents practiced, so team leads see which seats slipped on the floor and what to coach.
Recorded calls are graded on the same scorecard, and four agents are flagged for coaching, each with the criterion that sits behind the flag.
Questions contact center teams ask before the first drill
How do our calls reach Quotain?
Via the call recorder or conversation-intelligence tool you already use, or by uploading a file. Quotain connects to Gong, Fathom, Fireflies, Otter, Chorus, Salesloft, Clari Copilot, Grain, Granola, Circleback and Salesfinity, and fresh calls keep syncing with their transcripts. You can also upload an audio or video file of up to 250 MB, or a transcript saved as .txt, .md, .vtt or .srt. Quotain doesn’t connect directly to contact centre systems or diallers such as Five9, Talkdesk, Genesys, NICE or Aircall, so calls recorded there come in as exported recordings or transcripts.
Can we score how closely agents follow the script, and the disclosures they must give?
Yes. You write the scorecard, so a required disclosure, an identity check or the approved save offer can each stand as its own criterion, and every grade cites the line from the call that sits behind it. Mark a criterion as critical and a module task passes only once that criterion is met.
How short is a drill allowed to be?
It can be as short as a single moment in the call. A drill isolates one objection or question, such as the price comparison or the reason for cancelling, so agents can repeat it the same way until it holds. Use a full simulation when the shape of the whole call matters.
How do we bring a new hiring class up to speed?
Build the training programme as a module, with its sections, tasks and pass score, then add a cohort for the class with its own roster and due date. Each task carries its own pass rule, and you can issue a certificate when an agent completes the path, so the class certifies on the core calls before nesting begins.
Can several sites or BPO partners run on one standard?
Yes. Group each site or partner team as a named team, give them the same modules and scorecards, and filter Progress by team so you can compare readiness on those same criteria.
Which languages can the AI callers speak?
The AI callers speak 30+ languages, among them Spanish, Portuguese, French, German, Arabic and Chinese. You set the accent per caller, or it is chosen from the context, and the accents on offer vary by language. Run a representative call in each language before you roll that language out to a site.
Does Quotain report AHT, CSAT or a conversion rate?
No. Quotain grades practice and recorded calls against your scorecard, and shows readiness by agent and by criterion. Keep handle time, CSAT, conversion and save rate in your contact-centre reporting, and read them alongside what each team practised.
How does Quotain protect the data on customer calls?
Quotain protects customer data with tenant-scoped access, TLS encryption in transit, AES-256 encryption at rest through its infrastructure providers, restricted AI data-handling options and a documented deletion process. SOC 2 certification and SSO are not currently offered. The trust center lists the controls and subprocessors, and you can request deletion at security@quotain.com.
Get every seat ready before the next shift
Start for free to see Quotain build an AI caller from your script, or try our demo now.