Coach

SUPPORT TEAMS

Train every agent
on the
hard calls.

Tim plays your customers. Agents practice the hard calls and get feedback after each one.

Add your support script See how it works →

For support and BPO teams

ScriptSkillsLessonFeedbackReady

5 skills mapped from your script

SHIFT STARTS · THU 9:00

Refund call, angry customer

Phone call · 10 min

Start practiceSkills

Built from your script

YOUR SKILLS · 5

Calming upset customers

Clear refund steps

Tim is teaching live

TODAY’S LESSON

Calm an angry customer in three moves

TODAY’S LESSON

Listen, say sorry, then fix

TODAY’S LESSON

Name the next step, not the policy

Feedback from Tim

YOUR LEARNING POINTS

Clear refund steps

Lead with the fix

Ready for Thursday

READINESS · 86/100

Up 38 points since your first practice

Shift Thu 9:00

TRUSTED BY TEAMS AT

HOW IT WORKS

Tim gets you ready for the real call.

Add your script. Tim trains each agent and gives feedback.

DESCRIBE

Tell Tim about your calls

Paste your support script and add your team.

All goals

NEW GOAL1 of 3

Set up your goal

Type your goal and why it matters to you.

Train my support agents on refund calls. Customers are often angry about late delivery. Keep calls under 10 minutes.

116 / 8000

support-script.pdfAdded so your coach understands you

All goals

NEW GOAL2 of 3

Where are you starting from?

So Tim starts at the right level.

Intermediate

BeginnerIntermediateAdvancedExpert

BackNext

All goals

NEW GOAL3 of 3

When should training start?

So Tim can set the pace.

Next Friday

In 2 daysThis weekendNext FridayNext month

BackBuild my path

PLAN

Tim builds your skills and objectives

He reads the role and lays out the skills it needs, each with clear learning objectives. Edit anything.

GOAL

Support team, refunds

Edit

SKILLS

Calming upset customers3 objectives

Clear speaking3 objectives

Staying calm3 objectives

Refunds and delays2 objectives

+Add a skill

SKILL 1 OF 4

Calming upset customers

LEARNING OBJECTIVES · 3

01Let them finish

02Say sorry once, then fix

03Give a clear next step

+Type a new objective and press Enter

SKILL 3 OF 4

Staying calm

LEARNING OBJECTIVES · 3

01Opening the call

02Handling a shouting customer

03Closing the call

+Type a new objective and press Enter

BUILD

Your path is ready

Every skill becomes coaching sessions and practice calls, paced to your team.

ONGOING

Support team, refunds

2 of 4 ready

Calming upset customers3 objectives · 12 min

Clear speaking3 objectives · 14 min

Staying calm

Refunds and delays

Support team, refunds

Calming customers

0 of 4 done

UP NEXT · COACHING · 15 MINLet them finish

Start

02Say sorry, then fixCoaching · 15 min

03Learn the refund stepsCoaching · 20 min

04Practice: angry customerRoleplay · 20 min

What do you want to practice today?

Practice a refund call with an angry customer

Attach notes or files

SUGGESTED ROLEPLAYS

Angry customer15 min

Late delivery20 min

Refund request10 min

COACH

Coached live, until you’re ready

Tim teaches what your calls need, in a way that works for you. Your score goes up as you practice.

Live coachingTim teaches with visuals made for your role.

QuizzesQuick checks between topics, with instant feedback.

RoleplaysTim plays your customer and coaches each reply.

LIVE LESSON

Angry customers

02/ 04

TOPICS

Listen and acknowledgeDone

Find the real concernTim is teaching

NOW

Offer a concrete optionSketch + quiz

Confirm the next stepRoleplay

QUICK CHECK · 4 OF 5

A customer shouts that their order is late again. Which reply lands best?

A“That’s not my fault.”

“I’m sorry. I’ll send it today and refund the fee.”Correct. It says sorry, then fixes it.

C“Please calm down.”

D“I can’t help with that.”

LIVE

Tim · upset customer

Type or unmute to answer

SKILLS

+44%Avg. improvement

PRACTICE

312Minutes this month

READINESS

82Out of 100

RECENT SKILLS

CALM CALLS+32%

86SCORE

REFUNDS+21%

74SCORE

CLEAR SPEAKING+12%

58SCORE

PRACTICE CALL

Practice the call, live with Tim

Tim plays an upset customer, just like a real call.

Practice call · Tim as an upset customer

TIM{{ rpT0 }}

YOU{{ rpT1 }}

Type or unmute to answer

YOU SAID

“As per our policy, refunds take 7 days.”

TRY THIS

“I’m sorry. Your refund starts today and lands in 3 to 5 days.”

TIM’S COACHING

Say sorry first, then give the date.

Tim shows a better answer, then asks again.

Try the answer again

ANSWER SCORE

78out of 100

Structure (situation, action, result)82

Matches your script74

WHAT GOOD LOOKS LIKE

Stay calmSay sorry onceClear next step

Each reply is checked against your script, so you know what’s still missing.

READINESS

82out of 100

First practice · 54Today · 82

PRACTICE NEXT

1Cut “as per policy”

2Handle a second complaint

3End with a clear next step

Tim turns weak spots into short practice.

Then Tim reviews every answer

ANALYTICS

See how your answers landed

After every practice, see how fast you spoke, filler words and eye contact.

Refund call practice · reviewed by Tim

TALK TIME

32%of the call

YouEveryone else

Good. The customer did most of the talking.

PACE

148words a minute

SlowCalmFast

Calm and easy to follow.

FILLER WORDS

2.1per 100 words

FewMany

Fewer than last week. Keep going.

EYE CONTACT

78%of the time

On cameraLooking away

Strongest when you said sorry.

KEY MOMENT · 12:40

Steady eye contact through your biggest story.

0:0032:00

YOU’RE IN CONTROL

Your calls stay private.

Your scripts stay in your account.

Delete any practice with one tap.

Feedback goes only to you.

PRICING

Practice for every agent, at every size.

Start with coaching and roleplays. Add speaking and camera analytics on Pro, and a live coach on Power.

STARTER

$4.99a month

Everything you need to start learning with Tim.

5 hrs

of learning

15 hours

of meetings a month

Create goals, courses and roleplays on any topic

Personalized learning from your connected tools

Roleplay practice for real conversations

Free courses from the marketplace

Meeting notes: Tim joins through your calendar

Personalize Tim and your coaching world

Get Starter

PRO