Tarek
Fictional characterTeam lead on a customer support floor
Leads a team of new agents at a contact center that handles calls for English-speaking clients.
Hired on a written test
Tarek leads a team of support agents at a contact center. Every agent on his floor passed a written grammar test before they were hired.
Then the calls start. The client on the line is upset, speaks fast and doesn’t wait.
Where it breaks: dead air on a live call
An agent hears a complaint about a late order, knows the answer and can’t get the sentence out. The line goes silent, or the agent answers a question the client didn’t ask. For a contact center, moments like this mean low client satisfaction and, in the end, lost client contracts.
Knowing the answer and saying it to an upset client are different skills.
How Tarek’s team practices with Speaking Genie
The contact center starts with one team on a free one-month pilot. The first call is the one Tarek’s agents dread most: the late delivery. The feedback is written as rewrites: an agent who says “I will check about your order and return to you” sees “Let me check your order, and I’ll get back to you.”
Set up
The team’s service script becomes AI voice calls with a clear goal: calm the client and agree the next step.
Call
Agents take the call in the app at a time that fits their shift. The AI partner plays the upset client.
Review
After each call, agents see what they said and a better way to say it. Tarek sees hours and readiness for each agent in the dashboard.
What changes
Agents meet the late delivery for the first time in practice, not with a client waiting. Tarek can see who is ready for live calls and who needs more practice before joining the queue.
New hires can also come through Speak to Hire, with a speaking-hours certificate, verified practice hours and a certified CEFR level. The contact center interviews them and makes its own hiring decision.