Transforming Agent Training Across Onshore and Farshore Operations with SymTrain

A leading American telecommunications provider, headquartered in New York City, introduced SymTrain to strengthen training across both its onshore and farshore operations. Beginning with Wave 81 agents, the initiative quickly proved popular with trainees and trainers alike. SymTrain’s AI Coaching provided realistic practice for rapport building, billing inquiries, and system navigation, delivering measurable performance improvements while boosting agent confidence and engagement. 

The Challenge

This telecom provider faced several pressing training challenges: 

• Complex Tool Navigation: New hires struggled to master billing and CRM systems, leading to delays and errors. 
• Script Dependence: Agents often sounded robotic, affecting rapport and customer experience.
• Inconsistent Readiness Across Locations: Ensuring both onshore and farshore cohorts received the same high-quality training proved difficult.

The company needed a solution that could standardize training, improve tool proficiency, and give agents the confidence to move beyond scripts when handling live calls. 

The Solution

SymTrain was introduced as part of Wave 81 training, with agents running both beginner and advanced simulations across three core areas: 

• Rapport Building: Developing conversational confidence and empathy. 
• Billing Tool Navigation: Handling real scenarios such as explaining charges, adjusting accounts, and removing fees.
• System Proficiency: Learning how to store, add, or remove customer information accurately.

Each agent completed an average of 28 simulations during training. Simulations were progressively designed, starting with guided practice and advancing to unscripted scenarios. Trainers incorporated SymTrain Scoring to identify agents' strengths and gaps at the script-line level.

The Results

The results were both quantitative and qualitative, demonstrating strong early impact:

By implementing SymTrain, this telecommunications leader successfully standardized training across both onshore and farshore operations. The results were clear: lower attrition, faster onboarding, higher billing accuracy, and more natural customer interactions. Agents praised the simulations as engaging, realistic, and motivating, while trainers reported higher confidence levels in their cohorts. 

With SymTrain, the company is not just preparing agents for the production floor, it’s setting them up to deliver exceptional customer experiences from day one.