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Service

Immersive CX Training that builds client-ready teams

Live sessions, realistic call simulations and continuous coaching that turn new hires into confident agents who speak your brand's language from their very first shift.

Plan your training program → Explore the modules

Program at a glance

Every track is tailored to your product, customers and KPIs
  • 1Needs assessment & skills baseline
  • 2Product, process & systems training
  • 3Live role-play & call simulations
  • 4Communication & language coaching
  • 5QA calibration & go-live readiness
Two customer support agents with headsets practising calls
Practice before productionEvery agent rehearses real scenarios first
Why immersive

Training that feels like the real shift

Slide decks don't prepare an agent for an upset customer at 2 a.m. Our training puts people inside the conversations they will actually handle — with your tools, your policies and your tone of voice — so they learn by doing, not by memorising.

Every program is built around your business: we study your customer journeys, top contact reasons and quality standards, then design sessions that close the gap between "trained" and "ready".

  • Built on your real scenarios
  • Trainers with BPO floor experience
  • Multilingual delivery
  • Measured against your QA form
Training modules

Six modules, one confident team

Mix and match the modules your operation needs — for new-hire onboarding, upskilling existing agents, or launching a new line of business.

Product & Process Mastery

Deep-dive sessions on your products, policies, systems and escalation paths so agents resolve issues without guessing.

Onboarding

Live Call Simulations

Realistic mock calls, chats and emails built from your top contact reasons — including the difficult ones.

Hands-on

Role-Play & Empathy Labs

Small-group role-plays that build de-escalation, active listening and empathy — the skills customers remember.

Soft skills

Language & Communication Coaching

Accent neutralisation, business writing and clear phrasing in English and the other languages your customers speak.

Multilingual

Quality & Compliance

Calibration against your QA scorecard, data-protection basics and the compliance rules of your industry.

Quality

Coaching & Upskilling

Ongoing nesting support, refresher sessions and targeted coaching driven by real call reviews after go-live.

Continuous
The learning path

From first day to fully ready

A clear, four-stage journey that every agent follows — so you always know where your team stands.

1

Assess

We map your customer journeys, QA standards and each agent's starting skill level.

2

Design

A tailored curriculum, scenarios and materials built around your brand and KPIs.

3

Train

Instructor-led sessions, simulations and role-plays — onsite or live online.

4

Certify & coach

Readiness checks before go-live, then nesting and coaching to lock in performance.

What you get

Results your customers will notice

Better training shows up where it matters most: in every conversation your agents have with your customers.

Faster ramp-up

Agents reach productivity sooner because they've already practised the real thing.

Higher first-contact resolution

Stronger product knowledge means fewer transfers, callbacks and repeat contacts.

Consistent brand voice

Every agent communicates with the same tone, standards and care.

Lower early attrition

Confident, well-supported agents are more engaged and more likely to stay.

Team collaborating around a whiteboard during a training workshop
How we deliver

Flexible formats that fit your operation

OnsiteClassroom training at our Cairo operations hub, with dedicated training rooms and practice stations.
Live onlineInstructor-led virtual sessions for remote or distributed teams, in multiple time zones.
BlendedA mix of live sessions, self-paced learning and on-the-floor coaching after go-live.
Beyond the classroom

We build people who understand your business

Training is only the start. We create the right environment for learning, for working and for growing — so your team understands your business, serves your customers with confidence and stays loyal to you and to the work.

Fluent in your customers’ language

We train any team in any language — accent, tone, phrasing and cultural nuance — so every conversation sounds natural to your customers and true to your brand.

A workplace people want to stay in

Supportive team leaders, modern facilities and a culture of recognition keep agents engaged, loyal to your account and invested in your results.

Professional in every interaction

Agents learn your business inside out, follow your standards and QA, and represent you with the ownership of an in-house team.

FAQ

Questions about our training

Can you train our in-house team, not only SundSpeak agents?

Yes. We run programs for agents working on SundSpeak-managed projects and for clients' own in-house teams who want to raise their service standards.

How long does a training program take?

It depends on the complexity of your product and channels. We agree the duration with you during the assessment stage, based on the modules you choose.

Which languages do you train in?

English plus the European and global languages we support, including German, French, Italian, Spanish, Dutch, Polish and Swedish.

How do you measure whether training worked?

We use readiness assessments before go-live and track agreed KPIs — such as quality scores and first-contact resolution — during nesting and coaching.

Ready to build a client-ready team?

Tell us about your customers, channels and goals — we'll design a training program around them.

Request a training proposal →