How is this different from our QA program?

QA tells you what already happened to a customer, on a sample of maybe two percent of calls. This happens before the customer is on the line, for every agent. Most teams keep QA and use TrackPoint to fix what QA keeps finding.

How fast can a new class be running?

Upload a macro, a policy or a recording of a call that went badly, and TrackPoint drafts the customer, the situation and the scoring criteria for you to edit. Most teams publish the first roleplay the same day and assign it to the incoming class that week.

Can we score against our own QA rubric?

Yes, on the Enterprise plan. You write up to 30 criteria per roleplay in your own words, so a score here means what it means on your QA scorecard. Every plan scores against five default criteria with the quoted line behind each one.

Does it cover chat and email?

The roleplay is a live voice conversation, which is where de-escalation is hardest and where new agents struggle most. The judgement transfers to written channels, but if chat or email is your priority, tell us on the call and we will be straight about the fit.

TrackPoint × Edwards MBATrackPoint is bringing AI roleplays to the Edwards School of Business MBA programRead the story

Try a Roleplay Sign In

For support and CX leaders

Certify agents before they take the angry call

Agents practice your hardest tickets against an AI customer who escalates, repeats themselves and asks for a manager. You set the passing score and see who clears it.

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Session scorecard

83/ 100

Proficient

Set Expectations88
Built Rapport94
Clarifying QuestionsFocus area72
Achieved Goals86
Planned Next Steps75

Evidence

02:14 “I hear that the timeline is the concern. Let me come back to you Thursday with two options.”

Next time: name who owns the follow-up, not just the date.

Trusted by training teams

University of Saskatchewan

What We Hear from Support Leaders

QA listens to about 2% of calls. Everything else is a guess.

New agents shadow for a week and then they're on live tickets Monday morning.

CSAT drops every time we onboard a class. We plan around it now, which is mad.

My two best agents barely touch the queue anymore because they're always coaching.

The Calls That Decide Your CSAT

De-escalation

A customer who is already angry, has already repeated themselves twice, and has already asked for a manager.

Third contact on the same issue
Demands for a supervisor
Threats to cancel publicly

Explaining the fix

The hard part of a technical ticket is saying what happened in words the customer accepts.

Outage updates
Known issues with no ETA
Workarounds for non-technical users

Billing and saves

The conversations with money and policy in them, where the wrong sentence costs the margin or the customer.

Disputed charges
Refund boundaries
Cancellation and retention

Coach from every call, not a two percent sample

Every agent scored on every competency, with the weakest one across the team called out. QA stops being the only signal you have.

Open any session for the transcript and recording
Assign a roleplay with a due date and a passing score
Export who passed, as CSV

Team readiness

ABCDEFGHIJKL

Set Expectations453445

Built Rapport544534

Clarifying Questions332323

Achieved Goals454454

Planned Next Steps343234

Weakest across the team

Clarifying Questions

Questions Support Leaders Ask

Explore Related Solutions

Onboarding

Get a new agent class ready before they take live tickets.

Leadership & Difficult Conversations

The conversations your team leads have with agents, not customers.

Corporate Training

How organizations run practice programs across departments.

Bring Your Hardest Ticket

Thirty minutes. We turn one real escalation into a scored roleplay while you watch, then show you the readiness grid.

Try a Roleplay Book a Demo

See how AI roleplays can transform your team's performance.

Transform your team's performance.

Try a Roleplay Book a Demo

The Calls That Decide Your CSAT

De-escalation

A customer who is already angry, has already repeated themselves twice, and has already asked for a manager.

Third contact on the same issue
Demands for a supervisor
Threats to cancel publicly

Explaining the fix

The hard part of a technical ticket is saying what happened in words the customer accepts.

Outage updates
Known issues with no ETA
Workarounds for non-technical users

Billing and saves

The conversations with money and policy in them, where the wrong sentence costs the margin or the customer.

Disputed charges
Refund boundaries
Cancellation and retention