Turn Around Talk gives your call center a private training floor — AI customers your agents can practice on, automatic scoring against your rubrics, coaching insights that surface team-wide weaknesses, and a complete program builder that turns your call playbook into trainable scenarios in minutes.
One platform. Role play, audio QA, coaching intelligence, reporting — no per-seat caps.
Built for teams of 5–100 agents in contact centers, customer service, and inside sales.
New agents go live undertrained because the only practice ground is real customer calls — and the practice ground costs you goodwill.
Let them fail against our AI — so they win with your customers.
Agents take live calls with an AI playing the customer. The conversation is full-duplex voice, the AI stays in character, and every word is captured for scoring.
Each scenario specifies a customer persona — name, mood, communication style, what de-escalates them, what doesn't. The AI holds character, pushes back appropriately, and refuses easy resolutions when the scenario demands it.
Speaker test (browser TTS), microphone capture test, and explicit confirmation gate the call so credits are never burned on a broken setup. A quality microphone and headset are suggested for the cleanest scoring.
Before the call connects, the agent sees the call type, what the customer's situation is, and the rules they must follow. No surprises.
The AI says a fixed customer-style goodbye when the call winds down — no LLM hallucinations addressing the agent by the wrong name.
Per-assistant max duration and silence-timeout limits cap runaway calls and protect your minute budget.
Your team finished 200 calls today. Your QA team is going to listen to maybe 4 of them. Coaching gets built on the wrong evidence.
Turn your managers into coaches — not auditors.
Conversations are scored against your rubric by the platform's grading engine. Per-criterion feedback, weighted overall score, coaching script — saved with the session, ready for review.
Each rubric criterion is scored independently with specific feedback citing what the agent said (or didn't). The overall score is a weighted total — your most business-critical skills carry the heaviest weight.
You define what good looks like — five criteria per rubric, each with a question, an ideal answer, a category, and a weight that totals 100.
One-page printable summary of any rubric, written for the agent: what to say, what to avoid, how they'll be graded. PDF-ready from any rubric in your library.
Agents can flag a score with a written reason. Admins triage open disputes from the dashboard, resolve, and the audit trail stays.
Every scored call ships with a manager-facing coaching script — what to praise, what to coach, how to phrase it. Use it in 1:1s without prep.
Last week's recordings are still sitting in your queue. So is the week before. The backlog never empties because nobody has the hours to listen.
Upload a single MP3 or a bulk ZIP of last week's recordings. Each file is transcribed, PII-redacted, and scored against the rubric you choose. One library per upload, employee-tagged, fully searchable.
Drop one MP3, WAV, or M4A — or a ZIP of dozens. Each is processed in the background, with email notification when scoring completes.
Phone numbers, account IDs, and obvious PII are scrubbed from transcripts before scoring. Recordings are deleted from disk once scored — only the transcript is retained.
Audio QA credits are consumed per minute of audio processed. Volume-tier pricing keeps cost-per-minute low at scale.
Reports combine role play sessions and audio-scored real calls into one view, filtered by rubric or by Call Program.
Your trainer started writing a rubric two weeks ago. They're still writing the rubric. Meanwhile, the new-hire class starts Monday.
The platform learns your secret sauce — every rep sounds like your top performer.
Answer 10 plain-English questions about the kind of work your team does. The platform builds a Call Program — script, scenarios, rubric, agent scorecard — ready to run.
The 10 questions are scoped to the job, not to a single incident. "What does the role do?" "What's the variety of issues?" "What separates a top performer?" The output suite spans the variety — multiple scenarios when the role has range, one focused scenario when it doesn't.
Your managers spend 45 minutes prepping for a 1:1 they're going to wing anyway. They don't actually know if Jordan is improving or just having a good week.
Across all scored calls — role play and real audio combined — the engine identifies which criteria the team is weakest at, which individuals are flagged across multiple calls, and what targeted scenario would close each gap.
Each insight is more than a number. It explains why the gap matters, what improvement looks like, and recommends a fresh scenario or rubric the platform can build on the spot — based on the rules in your help-page guidance.
Agents are jumping to logistics before acknowledging the customer's situation. 12 of 38 sessions in the last 14 days showed this pattern.
You ask a manager “how's Tom doing?” and the answer is a guess. It shouldn't be.
Admin lands on a 6-card stat strip, score trend chart, distribution donut, leaderboard, and a coaching callout when there are open insights to review. Reports drill down by Call Program — your training is organized the way your operations team thinks.
Every chart links back to the underlying sessions. CSV export from the Reports page covers both role play and audio in one file. Open Disputes appear in red on the dashboard so you don't miss anything.
Per-seat licensing turns “let's pilot this” into a finance conversation. Adding a teammate shouldn't require a change order.
Admins, supervisors, and employees each get the access they need. MFA is required for elevated roles. Role changes, password resets, and onboarding are one click each.
Superadmin · Admin · Supervisor · Employee. Supervisors get most of the admin powers minus billing. Employees see only their own work.
Drop a CSV of names + emails. Each gets a 10-character random temporary password emailed via Resend, with a forced password change on first login.
Required for admin and superadmin. Compatible with Google Authenticator, Authy, 1Password. Ten single-use backup codes generated at setup.
Per-row Reset PW button on the employees page. Generates a new temp password, emails it, and shows it on screen for phone support.
Switch an employee to supervisor (and back) without delete-and-recreate. Scoped to your own company — no cross-tenant access.
HTTPS forced redirect, HSTS, security headers, login rate limit (5 attempts per IP/email per 15 minutes), and CSRF protection on sensitive AJAX.
Set up takes under 10 minutes. First employee, first scenario, first scored call — same session.
View Pricing Sign In