How RingCentral Cut Customer Support Mock Call Certification Time by 90% Using Yoodli AI Roleplays 

TL;DR: RingCentral transformed its customer support onboarding by integrating Yoodli AI Roleplays. The company reduced mock call certification time from a full 8-hour shift to just one hour, achieving a 90% time savings. With realistic AI-powered conversations and automated feedback, RingCentral saw significant improvements in new hire readiness and call management skills.

Background

RingCentral, a global leader in cloud-based business communications, places a strong emphasis on delivering top-tier customer service. The onboarding team plays a crucial role in preparing new hires for live customer interactions. Historically, certifying mock calls required managers to manually observe and grade each session. This process could take up to 9 hours per new agent.

Challenge

The RingCentral onboarding team faced several key hurdles:

• Manual Certification Bottlenecks: Trainers were spending full workdays evaluating mock calls, which slowed down onboarding velocity.
• Scalability Limitations: As RingCentral grew, so did the number of new hires. This created capacity challenges and delayed training milestones.
• Stale Scenarios: Static scripts did not reflect real-world customer challenges, which limited the effectiveness of practice sessions.

To scale efficiently and maintain training quality, the team needed a faster, smarter, and more realistic way to certify new agents.

The Solution

RingCentral partnered with Yoodli to revamp its mock call certification process. Yoodli’s AI-powered roleplay platform provided:

• Realistic Simulations: Custom-built AI roleplays mimicked true-to-life customer-agent conversations, increasing the relevance of training.
• Automated Feedback: New hires received instant performance scores and coaching tips across key areas such as tone, clarity, empathy, and issue resolution.
• Time-Efficient Oversight: Supervisors used performance dashboards to track trends and review only the cases that needed human attention.

Implementation

The transition to Yoodli was fast and seamless:

1. Custom Roleplay Scenarios: RingCentral’s training team worked with Yoodli to design roleplays based on actual support conversations and pain points.
2. AI-Powered Certification: Trainees completed their mock calls in the Yoodli platform. They received immediate feedback and could retry until they met the quality standard.
3. Strategic Supervision: Managers shifted from full-length reviews to overseeing insights from the AI-generated evaluations, which saved time and allowed for more focused coaching.

Results

RingCentral quickly realized several key benefits:

• 90% Reduction in Certification Time: The process dropped from 9 hours to just 1 hour per agent.
• Improved Call Readiness: New hires demonstrated stronger call handling skills earlier in their training.
• Scalable Program Design: The team was able to support more new hires without compromising training quality or exhausting resources.

Conclusion

By adopting Yoodli, RingCentral made its onboarding program significantly more efficient. The company saved time, improved skill development, and created a more scalable process for certifying mock calls. What once took an entire shift now takes just one hour, allowing RingCentral to ramp up new agents with greater speed and confidence.