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

座席每一班都在接的那些電話。每一通都會變成可練習的 AI 來電者，以及已錄通話用的評分表。

手握兩份報價的比價客戶

服務電話上的加購

來電者要求主管

因價格取消

不良體驗後的取消

降級要求

幾分鐘內的網站名單回撥

贏回回撥

預約拜訪

新話術上線第一週

獨立上線週的第一通挽留

同一套話術，每個座位都練過。專員在通話空檔演練，座席逐漸填滿。他們的已錄通話回來後，也依同一套標準評分。

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

我們的通話怎麼進 Quotain？

可以評話術遵循與必要揭露嗎？

演練可以多短？

新的一批招募要怎麼上手？

多個據點或 BPO 夥伴可以用同一套標準嗎？

AI 來電者說哪些語言？

Quotain 會報告平均處理時間、CSAT 或轉換率嗎？

Quotain 如何保護客戶通話資料？

Get every seat ready before the next shift