Question 1

How do our calls get into Quotain?

Accepted Answer

Through the call recorder or conversation-intelligence tool you already use, or by upload. Quotain connects to Gong, Fathom, Fireflies, Otter, Chorus, Salesloft, Clari Copilot, Grain, Granola, Circleback and Salesfinity, and new calls keep syncing with their transcripts. You can also upload an audio or video file of up to 250 MB, or a transcript as a .txt, .md, .vtt or .srt file. Quotain doesn’t connect directly to contact center platforms or dialers such as Five9, Talkdesk, Genesys, NICE or Aircall, so calls recorded there come in as exported recordings or transcripts.

Question 2

Can we score script adherence and required disclosures?

Accepted Answer

Yes. You write the scorecard, so a required disclosure, an identity check or the approved save offer can each be its own criterion, and every grade cites the line from the call behind it. Mark a criterion as critical and a module task only passes when it’s met.

Question 3

How short can a drill be?

Accepted Answer

As short as one moment of the call. A drill isolates a single 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 flow of the whole call matters.

Question 4

How do we ramp a new hiring class?

Accepted Answer

Build the training 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 has 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 starts.

Question 5

Can we run several sites or BPO partners on one standard?

Accepted Answer

Yes. Group each site or partner team as a named team, give them the same modules and scorecards, and filter Progress by team to compare readiness on the same criteria.

Question 6

Which languages do the AI callers speak?

Accepted Answer

AI callers speak 30+ languages, including Spanish, Portuguese, French, German, Arabic and Chinese. The accent is set per caller or chosen automatically from the context, and the accents available vary by language. Run a representative call in each language before you roll it out to a site.

Question 7

Does Quotain report AHT, CSAT or conversion rate?

Accepted Answer

No. Quotain grades practice and recorded calls on your scorecard and shows readiness by agent and criterion. Keep handle time, CSAT, conversion and save rate in your contact center reporting, and read them next to what each team practiced.

Question 8

How does Quotain protect customer call data?

Accepted Answer

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.

Every seat ready for today’s calls

现场每个班次都会接到的那些通话。每一通都会变成可以练习的 AI 来电者，以及给已录通话用的评分表。

手里有两份报价的比价客户

服务来电中的加售

要求找主管的来电者

因价格取消

糟糕体验之后的取消

降级请求

几分钟内回拨网页线索

挽回回拨

预约上门

新话术上线第一周

带教周的第一通挽留

一套话术，每个座席都练过。座席在通话间隙练习，现场随之填上，他们的已录通话也会按同样的标准回来打分。

A caller for every call type.

Practice that fits between calls.

Recorded calls on the same scorecard.

Questions contact center teams ask before the first drill

我们的通话如何进入 Quotain？

我们可以给话术遵循和必要披露打分吗？

专项练习可以有多短？

如何让一批新同事上手？

多个场地或 BPO 合作方能用同一套标准吗？

AI 来电者说哪些语言？

Quotain 会报告平均处理时长、客户满意度或转化率吗？

Quotain 如何保护客户通话数据？

Get every seat ready before the next shift