When call centers scale rapidly, traditional training methods often can’t keep pace. Associates struggle with complex sales processes, supervisors are overwhelmed with administrative work, and conversion rates suffer. Qualfon recently addressed these challenges head-on with staggering results.
The Challenge
A leading telecommunications company with 6,000+ sales associates faced significant obstacles impacting both performance and scalability:
Extremely Low Conversion Rates: Sales conversion stood at just 1.4%, well below industry benchmarks. Associates needed stronger skills to connect with customers and close sales effectively.
Training That Couldn’t Scale: Traditional training worked for small groups but couldn’t efficiently serve thousands of associates across different locations.
Limited Performance Visibility: Supervisors struggled to identify specific skill gaps quickly. Without clear data on where associates needed help, targeted coaching became time-consuming guesswork.
Rapid Results Required: The company needed measurable conversion increases within weeks, not quarters.
Our Solution
To address this scalability challenge, Qualfon’s CX Innovation Team designed an AI-enhanced training program. A conscious decision was made to pilot the program with approximately 75 associates across two sales teams. The solution paired our proven sales methodology, developed over 20 years delivering sales results, with our cutting-edge simulation technology, marking the first time we integrated artificial intelligence with our established sales process framework on a program of this size.
Self-Paced Interactive Learning: We revamped the curriculum for self-directed learning, building in video role plays, group discussions, and interactive elements. The video-heavy format delivered approximately 7.5 training hours in manageable 1.5-2 hour daily blocks scheduled after required client sessions.
AI-Powered Practice Simulations: Associates practiced sales conversations with AI customers, receiving realistic interactions that mirrored actual call scenarios. The system evaluated performance across all six steps of the sales process, providing instant scoring and detailed feedback after each session.
Precision Gap Identification: The program pinpointed exactly which skills needed improvement for each associate, whether rapport building, discovery questions, or addressing concerns. This allowed associates to concentrate their development efforts where they would have the greatest impact.
Targeted Skill Development: Rather than repeating entire training modules, associates retook only the sections relevant to their identified gaps, accelerating improvement while respecting their time.
Implementation Excellence
Our approach combined proven methodology with innovative technology, piloting the program before considering broader deployment.
We started with baseline performance assessments, measuring each associate’s sales skills through initial AI simulations. The learning flow created a continuous improvement cycle: baseline assessment, self-paced learning modules, AI practice sessions, evaluation, certification attempts, and outcome analysis.
Throughout the 30-day pilot, our teams monitored conversion rates, associate experience scores, quality metrics, and engagement indicators to ensure the training improved performance without creating unintended negative impacts.
The Results
The pilot program delivered results that exceeded both our benchmarks and the client’s expectations:
478% Conversion Rate Improvement: Sales conversion jumped from 1.4% to 8.1% overall within 30 days, the highest conversion rate Qualfon has achieved with this methodology. Inside Sales associates reached 8.8% conversion, while the Sales Acquisition Team achieved 8.46%.
Rapid Skill Mastery: 31% of associates passed certification within just two attempts, demonstrating strong initial comprehension. Retry rates declined steadily from attempts three through five, showing effective reinforcement and targeted remediation.
Clear Performance Transparency: The artificial intelligence provided visibility into what was working well and what needed improvement across the sales process, enabling both supervisors and associates to focus development efforts strategically.
"Gone are the days of every associate sitting through identical training. This AI-powered approach is groundbreaking because it identifies exactly where each person needs support and delivers targeted practice in those areas. The precision and speed we achieved could fundamentally change speed to proficiency—associates master skills in 30 days that would traditionally take much longer. We can deliver this personalized development to thousands of people while maintaining consistency and quality."–Marvie Wright, Vice President of Learning and Development
Beyond the Numbers
While conversion metrics prove business impact, the real transformation came from increased transparency that strengthened both retention and performance. The AI system created visibility for supervisors to clearly identify who on their team needed what type of support, while simultaneously showing associates exactly where they stood and what they needed to work on. This dual transparency creates full visibility into performance and creates personal accountability. Associates know their performance is tracked fairly and have clear paths for improvement.
AI-powered training not only creates cost-effective training opportunities, but it also provides an alternative to termination for struggling associates. In a previous program using similar AI simulations, six associates on Performance Improvement Plans came off corrective action after focused work using this tool. Developing existing talent costs significantly less than replacing associates who are already vetted, trained, and integrated into the team.
Lastly, a program of this nature handles the administrative burden of scoring calls, identifying gaps, generating reports, and tracking progress. This frees supervisors from desk work to focus on coaching associates, building relationships, and providing human support that technology can’t replicate.
"These AI-powered solutions transform how we develop talent and manage performance. When supervisors spend less time buried in reports and more time coaching their people, everyone wins. Associates get the support they need, supervisors can actually lead instead of just administering, and our retention improves because we're investing in people rather than cycling through them. The transparency these tools create builds accountability naturally. Associates understand exactly where they stand and what they need to improve. That clarity, combined with supervisors who have time to actually coach, creates an environment where people can succeed. And from a business perspective, it's significantly more cost-effective to develop the talent you've already invested in than to constantly restart the hiring and training process."–Jack Fernandez, VP of Sales, Integrated Sales Solutions
Recognition and Expansion
The pilot’s success positioned the program for potential expansion across the client’s 6,000+ associate workforce. Achieving results in 30 days rather than the planned 90-day timeline demonstrated both effectiveness and efficiency.
Stay tuned for an update at the 90-day mark!
How Qualfon Can Help Your Business
Whether you’re struggling with stagnant sales conversion rates, training programs that can’t scale, or supervisors overwhelmed by administrative work, Qualfon provides the innovative solutions and proven methodologies needed to transform call center performance.
Our AI-enhanced training solutions combine established sales frameworks with cutting-edge simulation technology to deliver rapid, measurable conversion growth. You define the performance standards and business objectives; we handle the curriculum development, technology integration, and ongoing optimization to ensure your training program delivers sustainable results and associate development.
See how we’ve helped other Telecom & Mobility clients achieve similar results. This is just one example of the type of CX Innovation work Qualfon can provide.
