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68% faster ramp-up
How CCD Call Center Reduced Onboarding from 45 Days to 48 Hours
Isabel Maldonado — CCD Call Center / EmediaPlex
68% faster (45 → 14 days)
Ramp-Up Improvement
$4,200+/month
Lead Savings Per Agent
210-240%
Month-over-Month ROI
40%
Close Rate Increase
30%
Early-Stage Agent Churn Reduction
3+ hours/day
Manager Training Time Recovered
“Everything is now data-driven. Before, feedback felt personal. Now I show exact conversion-phase performance metrics — there's nothing to argue about.”— Isabel Maldonado, CCD Call Center / EmediaPlex
The Problem
Isabel faced three critical challenges:
1. Extended onboarding drained management resources with classroom sessions, shadowing, and monitoring.
2. New representatives burned through 40-60 live calls in their first two weeks with close rates below 4%.
3. Inconsistent coaching created uneven performance with no standardized improvement pathway.
The Solution
New agents complete 4-6 hours on platform before first live call, followed by recorded debriefs with team leads. Struggling reps go through data-driven re-certification targeting weak areas. The AI identifies exact performance drop-off points.
The Results
For New Agents: Arrive confident and objection-ready after platform practice.
For Struggling Reps: Objective performance coaching based on data, not feelings.
For Operations: Analytics dashboard replaces manual call review. Isabel shifted from trainer role to strategic operations director.
“Everything is now data-driven. Before, feedback felt personal. Now I show exact conversion-phase performance metrics — there's nothing to argue about.”
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