Unlocking potential in telcos with AI coaching
How better training and coaching helps keep you afloat in a turbulent marketplace
What was a breakthrough product a few years ago is now a commodity. Ever-increasing competition leads to shrinking profits.
Particularly in sales and customer service, telcos struggle to hire and retain talent. Lengthy and ineffective onboarding processes contribute to high turnover rates.
Telecom companies have expanded their service offerings, but to sell something new, you need to talk to the right people, with new topics and a different tone of voice.
Your salespeople can sell more
Telcos must diversify their services and prioritize consumer needs for sustained profitability. AI coaching can enhance team communication, facilitate cross-selling, and establish trust as a solutions provider for long-term customer relationships.
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“You can instantly see that people who were onboarded using Retorio’s coaching: they are more confident, more customer-centric, and solve problems faster.” Coach at an international telco |
Recruit and retain talent with AI assisted onboarding
Suboptimal onboarding results in poorly trained customer service and sales teams, rapid attrition, and an unsatisfactory customer experience.
Telecommunications customer service training using AI is a true game changer: From day one, new hires can practice in real-world situations, resulting in better preparation to take on their first real assignments and improve customer service satisfaction. Numbers from a major telco:
| 98% | 69% | 25% |
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| Success rate in onboarding |
More efficient training |
Shorter onboarding time |
Powered by
Behavioral Intelligence
Retorio uses AI-powered Behavioral Intelligence to identify, predict and train winning behaviors in the context of job requirements, culture and industry.
While most coaching relies on self-reporting, our Behavioral Intelligence model focuses on actual observations by understanding behavioral cues such as facial expressions, gestures, tone of voice, and even language. It runs on scientifically validated models trained on millions of data points and is blind to factors like gender, age, and ethnicity.
Let’s have new conversations
Telecoms offer a range of services, from cloud to e-commerce solutions. To sell them, sales reps need to change not only how they talk, but who they talk to.
The goal is to be seen as a trusted advisor that provides solutions instead of mere services. Telecommunications sales training offers diverse training programs to help reps overcome gatekeepers, and initiate the meaningful conversations your company needs.
Prove how effective
your training is
Forget engagement numbers, now you can measure the true impact of your training.
| Engagement impact Using the included Analytics function, you can easily verify your learners’ engagement over time. |
| Training impact Measure learner behavior change, compare results to benchmarks, and assess against best practices. |
| Business impact Tie training results to a metric of your choice and demonstrate real business impact. |
Plug in your content
You already have content you want to use? Great. Connect Retorio to your existing telecommunications training content.
Use our best-practices library
Leverage Retorio's extensive expertise with a library of best practices across telecommunications topics, roles, and industry insights.
AI generated content
Create new training material using generative AI. It is included in the platform.
Let the coaching begin!
That's it! Invite your teams to engage in personalized role plays.
Learners select an assigned role-play and begin their coaching session. Instant feedback from the AI, analyzing behavior (words, facial expressions, gestures, voice, etc.), offers practical advice for improvement based on proven successful behaviors.
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Scale globally |
Proven track record |
Open 24 hours |
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Reasons why telcos need AI coaching
In the ever-evolving telecom industry, ongoing training is crucial. AI coaching offers faster, more effective, and infinitely scalable solutions. Whether it's boosting Telecommunications sales performance, refining onboarding, driving cross-selling, leadership development coaching, or any other needs, empower your employees with AI-powered coaching!
FAQs
We’re committed to ensuring the security and protection of the personal information that we process. We provide a GDPR-compliant and consistent approach to our data protection and only work with certified partners.
Retorio is a cutting-edge AI Coaching Platform that takes learning to the next level. Retorio’s AI coach simulates typical challenges that your learners face in their career. It has assimilated knowledge from tens of thousands of professionals worldwide, enabling it to address sales, service, and leadership challenges adeptly. Retorio’s AI coach prepares learners to navigate the most challenging situations in their careers.
Retorio's flexible AI coaching platform adapts to your specific training needs across key business functions:
AI Sales Coaching: Improve quota attainment, conversion rates, and deal sizes. Our AI coaching helps sales teams master client conversations, communicate value, handle objections, and negotiate effectively.
AI Service Coaching: Reduce Average Handling Time (AHT), boost Net Promoter Score (NPS), and increase upsells. Use AI coaching to onboard service teams faster, handle inquiries efficiently, and build stronger client rapport.
AI Leadership Coaching: Develop inspiring and effective leaders. Retorio's AI coaching focuses on enhancing communication, fostering inclusive cultures, improving problem-solving agility, and building emotional intelligence.
Yes, Retorio is GDPR and EU AI-Act compliant.
Retorio's AI Coaching Platform does not fall under the prohibited AI use cases under the AI Act, Chapter II, Article 5 or any other articles.
The EU AI Act explicitly addresses the use of emotion recognition systems and social scoring classifies them as prohibited AI applications when used in certain contexts. This regulation primarily targets AI systems that attempt to infer emotional states from biometric data such as facial expressions, body language, or physiological signals and scoring systems that aim at preventing individuals from getting access to certain resources.
While detecting emotions is forbidden by the AI Act, detecting readily apparent facial expressions, such as “smiling” is explicitly exempted from the list of prohibited use cases in Article 5 of the AI Act.
Retorio ensures data privacy and security through several key measures:
* Compliance with GDPR and the EU AI Act.
* Capturing and analyzing only empirically relevant data.
* Rigorous testing and quality checks of AI models.
* Training AI on diverse and debiased datasets.
* Not using biometric data for individual recognition or emotion recognition.
* Offering optional personal data usage with anonymization available.
* Allowing users to delete all data within the system.
* Hosting the platform in the EU on ISO-certified servers.
* Conducting quarterly penetration tests for robustness.
* Implementing disaster recovery plans to prevent data loss.
* Limiting platform access to authorized users.
* Providing transparency by informing users about the AI system in use.
* Not collecting data from external sources like the internet or CCTV footage.
* Maintaining a commitment to meeting future regulatory requirements.
* Holding ISO 27001 certification.
* Ensuring data from subprocessors is automatically deleted after sessions.
* Providing mandatory GDPR training for employees and having an external data protection officer.
* Designing AI coaching models to avoid identifying users or their inner emotions.
* Processing data without controlling end-user data.
Is Retorio compliant with GDPR and other relevant data protection regulations?
Yes, Retorio is compliant with GDPR and other relevant data protection regulations. It adheres to strict ethical principles and captures only empirically relevant data. Retorio's AI models undergo rigorous testing and quality checks and are trained on diverse, bias-mitigated datasets. The platform does not use biometric data for individual or emotion recognition. Personal data is optional, and anonymization is available. Users can delete all their data within the system. Retorio hosts its platform in the EU on ISO-certified servers and performs quarterly penetration tests. Disaster recovery plans are set in place to prevent loss of data. Access is limited to authorized users, and transparency is maintained by informing users about AI use. Retorio does not collect data from external sources. The company holds ISO 27001 certification and provides mandatory GDPR training to employees. Data from subprocessors is automatically deleted after sessions. Retorio's AI coaching models are designed to avoid identifying users or their inner emotions, and Retorio processes data without controlling end-user data.
How does Retorio protect my data?
Retorio protects your data through several measures:
* Compliance: Retorio is compliant with GDPR and designed to align with the proposed EU AI Act. It is also ISO 27001 certified.
* Data Relevance: Only empirically examined and relevant data is captured and analyzed.
* Anonymization: Person-related data is optional, and the platform can work with full anonymization using token login.
* Deletion: All data can be deleted by the user within the system.
* Hosting: The platform is hosted in the EU on ISO-certified servers.
* Security Testing: Penetration tests are performed quarterly to check robustness.
* Access Control: The platform can only be accessed by authorized users.
* Transparency: Users are informed that an AI system is in use.
* Subprocessor Data: Data from subprocessors is automatically deleted after each session.
* No Personal Identification: Retorio is not designed to identify individuals and does not record identifying characteristics. It does not conduct biometric analysis.
Retorio protects your data through several measures:
* Compliance: Retorio is compliant with GDPR and designed to align with the proposed EU AI Act. It is also ISO 27001 certified.
* Data Relevance: Only empirically examined and relevant data is captured and analyzed.
* Anonymization: Person-related data is optional, and the platform can work with full anonymization using token login.
* Deletion: All data can be deleted by the user within the system.
* Hosting: The platform is hosted in the EU on ISO-certified servers.
* Security Testing: Penetration tests are performed quarterly to check robustness.
* Access Control: The platform can only be accessed by authorized users.
* Transparency: Users are informed that an AI system is in use.
* Subprocessor Data: Data from subprocessors is automatically deleted after each session.
* No Personal Identification: Retorio is not designed to identify individuals and does not record identifying characteristics. It does not conduct biometric analysis.
* A major German multinational corporation (DAX listed) increased emerging leader placement rates by +25% using Retorio for development.
* A global pharmaceutical company trained 3,000 employees in under 2 months with Retorio.
* A large insurance provider reduced sales onboarding attrition by 40% using Retorio.
* A pharmaceutical company improved sales readiness by 20% using Retorio for oncology product repositioning.
* A leading automotive manufacturer offers a virtual space for employees to practice and improve communication with Retorio.
* A global business service provider uses Retorio for cost-effective, global upskilling programs for enterprise clients.
Retorio’s AI coaching platform offers a suite of features designed to address the multifaceted training requirements of large telecommunications organizations with diverse roles and geographically dispersed teams. The platform's core strength lies in its ability to provide highly scalable and customizable training solutions. For telecommunications companies that often have numerous employees in varying roles, from customer service and technical support to sales and leadership, Retorio's scalability ensures consistent training delivery across the entire workforce, regardless of size or location. This eliminates the logistical and financial burdens associated with traditional in-person training, such as travel and scheduling complexities. Furthermore, the platform is inherently customizable, allowing Learning and Development (L&D) managers to tailor training content to the specific needs of different roles within the telecommunications sector.
This includes incorporating industry-specific knowledge, regulatory compliance information, unique customer interaction scenarios, and even internal policies. Retorio’s no-code scenario generator empowers L&D teams to create these customized simulations without requiring extensive technical expertise. Additionally, Retorio is committed to barrier-free use, adhering to international development standards like WCAG and conducting regular user and platform tests to ensure accessibility for individuals with disabilities, including measures to guarantee legibility for people with color impairments.
This inclusivity is crucial for large organizations aiming to provide equitable training opportunities for all employees. By offering engaging and relevant practice scenarios that mirror real-world telecommunications challenges, Retorio aims to enhance employee skills, boost job satisfaction, and ultimately improve performance metrics relevant to the industry.
Retorio offers significant advantages for streamlining and enhancing the onboarding process for new hires in the dynamic telecommunications industry.
New employees can leverage Retorio’s AI-powered simulations to rapidly develop confidence in handling typical customer interactions and understanding industry-specific procedures. The platform provides a safe and interactive environment for practicing essential skills, such as navigating customer service inquiries, explaining technical concepts, and adhering to industry regulations, without the pressure of real-world consequences.
Retorio delivers personalized feedback immediately after each simulation, highlighting areas of strength and identifying areas for improvement. This immediate feedback loop accelerates the learning curve, allowing new team members to refine their communication strategies and build product knowledge more efficiently than through traditional passive learning methods. The ability to create realistic conversation partners through customizable AI avatars, based on defined personas, enables new telecommunications professionals to practice interacting with virtual colleagues or clients that closely resemble the individuals they will encounter in their daily roles.
These avatars can be imbued with specific knowledge levels, communication styles, and even potential pain points relevant to telecommunications customers or stakeholders. By providing this immersive and personalized practice, Retorio helps new hires become productive faster, contributing to quicker integration into their teams and enhancing overall team effectiveness.
The platform essentially acts as a "simulator" for new telecommunications professionals, preparing them for critical "one-shot moments" in their careers.
Integrating proprietary telecommunications training content into Retorio is a straightforward process facilitated by its no-code scenario generator.
L&D managers can directly upload their existing training materials, such as new product information, service protocols, regulatory guidelines, and company-specific knowledge, into the AI coaching generator.
The AI then analyzes this information to automatically create custom coaching simulations tailored to the telecommunications company's specific sales processes, customer service interactions, or leadership development needs. This significantly reduces the time and effort traditionally required for content development.
Furthermore, Retorio allows for the creation of lifelike AI avatars by uploading persona sheets that represent typical customers, stakeholders, or even internal roles within the telecommunications environment. These personas can be customized with specific characteristics, needs, and potential challenges relevant to the industry.
The dynamic conversation capabilities of Retorio ensure that the AI-generated interactions adapt based on the learner's responses, creating more realistic and engaging practice scenarios than static, pre-scripted content.
For instance, training on handling customer complaints about service outages can incorporate specific troubleshooting steps and communication protocols relevant to the telecommunications provider.
Additionally, references and hyperlinks to internal documents or regulatory information can be embedded within the simulations, providing learners with access to crucial knowledge during their practice. This flexible content integration ensures that training is highly relevant and directly applicable to the daily challenges faced by telecommunications professionals.
Yes, Retorio offers a robust framework for standardizing customer experience training and ensuring consistently high standards of customer service across geographically dispersed telecommunications teams.
The AI coaching platform enables learners to engage in interactive coaching simulations that directly mimic real customer interactions encountered in the telecommunications sector, such as addressing billing inquiries, resolving technical issues, or explaining service options. These simulations provide a consistent and controlled environment for practice, allowing all customer-facing employees, regardless of their location, to experience similar scenarios and learn best-practice responses.
Retorio's configurable scoring frameworks and skill-based scoring mechanisms ensure that learner performance is evaluated against predefined standards relevant to quality customer service in telecommunications. The platform provides detailed behavioral feedback, analyzing both verbal (e.g., clarity, empathy, use of positive language) and non-verbal cues (e.g., facial expressions) to guide learners on improving their communication style and engagement. This personalized feedback helps individual employees identify and address their specific development areas.
Moreover, Retorio tracks engagement, satisfaction, and knowledge gaps at a cohort level, allowing L&D managers to identify trends and areas where further training or focused interventions may be needed to maintain consistently high customer service standards across the entire telecommunications organization.
The use of benchmarks, derived from top-performing customer service representatives within the telecommunications industry or based on internal best practices, further standardizes the training by providing clear targets for learners to strive towards.
Retorio is specifically designed to provide measurable, impactful, and scalable coaching, offering a range of granular metrics and reporting features that enable telecommunications companies to rigorously measure the impact of their training initiatives on critical business KPIs. The platform provides in-depth reporting on behavioral changes observed in learners over time, allowing L&D managers to track the development of specific communication and customer service skills.
Overall scores for simulations and individual behavioral improvements (or identified gaps) are recorded and can be analyzed to understand the effectiveness of the training content and delivery.
Retorio also tracks learner engagement, providing insights into participation rates and activity progress, which are crucial for assessing the reach and appeal of training programs. Satisfaction levels can be gauged through feedback mechanisms within the platform. By analyzing these metrics at an individual and cohort level, telecommunications companies can identify high-performing learners, areas where the training is most effective, and areas requiring further refinement.
Furthermore, Retorio facilitates the comparison of different cohorts against each other and against industry benchmarks (if available), providing objective data to demonstrate the impact of coaching initiatives on key performance indicators relevant to the telecommunications sector, such as customer satisfaction scores (NPS), customer retention rates, first call resolution rates, and potentially even sales performance.
This data-driven approach allows L&D teams to prove the return on investment (ROI) of their training programs and make informed decisions about future training strategies.
Retorio places a strong emphasis on data privacy and ethical considerations, which is particularly crucial for telecommunications companies that handle sensitive customer-related information. The platform's primary purpose is to serve as a training tool to help individuals enhance their job performance through practice and feedback, and it is not designed for surveillance or monitoring individual employee performance in a live work environment. Retorio operates with transparency, ensuring that users are aware of the data being collected and how it is being used for their development. Importantly, Retorio does not employ automated decision-making processes that could negatively impact individuals' careers, and the system is not self-learning or automatically updating in a way that compromises user data without explicit administrative control. Retorio has also undergone assessment regarding compliance with the AI Act, specifically addressing the prohibition of AI practices that infer emotions, and the determination of whether it falls under the category of high-risk AI. The platform focuses on detecting readily apparent facial expressions (like smiling) and basic voice characteristics (like speech rate and tone) for providing feedback on communication style and engagement, which is explicitly exempted from the prohibited uses under the AI Act. Retorio is engineered to actively debias datasets and models to ensure it does not consider sensitive personal attributes such as skin color, gender, age, or dialect. This commitment to ethical data handling and privacy provides assurance to telecommunications companies that their training initiatives using Retorio are conducted responsibly and in compliance with relevant regulations.
Beyond foundational communication skills, Retorio enables telecommunications professionals to develop and refine a range of advanced competencies essential for success in the industry.
One key area is customer-centricity, where learners can practice building stronger client relationships by adapting their communication to different customer personas, understanding their needs, and tailoring solutions effectively. Objection handling is another critical skill honed through realistic AI-driven scenarios, allowing learners to master responses to common customer concerns, product-related questions, or competitive offers encountered in the telecommunications market. Active listening skills are developed as the AI analyzes the learner's responses in relation to the virtual customer's input, providing feedback on whether they are effectively addressing the customer's needs and concerns. Telecommunications often involves explaining complex technical information; Retorio helps professionals practice clear and concise articulation of these details in a way that is understandable to a non-technical audience.
Furthermore, the platform allows learners to adapt their communication styles to different customer personalities and situations, ensuring they can build rapport and handle diverse interactions effectively.
For sales roles within telecommunications, Retorio facilitates practice in delivering persuasive pitches, highlighting unique selling propositions (USPs), and effectively communicating value to potential customers or account payers. Leadership training modules can focus on developing coaching skills, providing constructive feedback, and leading virtual teams, all within the AI-simulated environment.
Retorio offers numerous valuable use case scenarios for telecommunications companies aiming to address key training challenges and achieve specific objectives.
For onboarding, Retorio can significantly accelerate the time it takes for new customer service representatives to become proficient in handling common inquiries, troubleshooting basic technical issues, and navigating billing systems.
In customer service training, Retorio allows agents to practice effectively de-escalating customer complaints related to service outages or technical problems, improving first call resolution rates and customer satisfaction.
Sales teams can utilize Retorio to refine their pitches for new service packages or equipment, practice upselling and cross-selling techniques, and master objection handling for competitive offers.
For technical support staff, simulations can be created to practice diagnosing and resolving common technical issues remotely, improving efficiency and customer satisfaction.
Leadership training programs can leverage Retorio to help managers practice effective communication with their teams, conduct performance reviews, and provide constructive feedback in a simulated environment.
Furthermore, Retorio can be used to train staff on compliance and regulatory updates specific to the telecommunications industry, ensuring consistent adherence to important guidelines.
Preparing customer-facing staff for new product or service launches is another key use case, allowing them to confidently articulate features, benefits, and address potential customer questions.
The platform can also facilitate training on navigating challenging customer interactions, building rapport, and fostering long-term customer loyalty, which is crucial in the competitive telecommunications market.
To initiate the use of Retorio for your telecommunications company's specific training requirements, the first step is to contact Retorio's sales team to discuss your organization's needs, the size of your teams, and your key training objectives. Following this initial consultation, you can schedule a personalized demo of the Retorio platform to see its features in action and understand how they align with your specific training goals.
During the demo, Retorio’s team can assess whether the platform can serve your needs directly or if a collaboration with one of their HR consultancy or training agency partners would be a more suitable approach, particularly for smaller or highly specialized teams.
Retorio offers tailored pricing plans designed to accommodate the diverse needs and sizes of telecommunications organizations.
Once you decide to move forward, Retorio’s team will guide you through the setup process, which includes providing access to the platform and offering guidance on integrating your existing training content and creating relevant personas.
You can expect ongoing user support to address any questions or technical issues that may arise during your use of the platform.
Retorio also provides resources such as FAQs, comprehensive guides on how to set up and utilize the platform's various features, and potentially training materials to help your L&D team and end-users maximize the benefits of Retorio.
The level of customization is significant, allowing you to create highly specific training scenarios, tailor feedback mechanisms, and align the platform's functionalities with your unique telecommunications training strategy.
Retorio is committed to partnering with telecommunications companies to ensure a smooth and successful experience, providing the necessary support and resources to achieve measurable improvements in your workforce's performance.
Retorio leverages artificial intelligence to deliver personalized coaching experiences by analyzing a learner's behavior during interactive simulations, providing immediate and tailored feedback based on objective data.
Unlike traditional training methods that often involve one-size-fits-all content delivery and delayed or generic feedback, Retorio's AI coach observes verbal and non-verbal cues, such as speaking speed, use of keywords, facial expressions, and logical flow, to assess communication effectiveness and adherence to predefined best practices relevant to the telecommunications industry.
This analysis allows the AI to pinpoint specific areas where an employee excels and areas needing improvement, offering recommendations that are directly relevant to their performance in the simulation. This immediate and personalized feedback loop accelerates learning and helps employees understand the impact of their communication choices.
Furthermore, Retorio's AI can adapt the difficulty and complexity of simulations based on an individual's progress, ensuring that the training remains challenging and engaging. The ability to practice with virtual conversation partners that resemble real-world telecommunications customers or colleagues in knowledge level and mannerism creates a more realistic and effective learning environment compared to static e-learning modules or infrequent role-playing exercises.
The data-driven insights provided by Retorio also empower employees to take ownership of their development by highlighting their strengths and areas for growth with objective metrics.
This personalized approach ultimately leads to more impactful learning outcomes, improved skill retention, and greater confidence among telecommunications employees in handling real-world professional challenges.
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