Case study
How regiocom raised NPS by 7% in four weeks — without adding a single coach
A customer service team struggling with inconsistent conversation quality and slow onboarding turned TrainHQ's AI-powered role-plays and scorecard coaching into a training system that runs every day — not just when a manager has time.
NPS increase
vs control group in 4 weeks
Sales outreach
vs. control group in 4 weeks
Information rate
vs. control group in 4 weeks
The challenge
Conversation quality depended on who you got on the phone
regiocom's team performance hinged on a handful of top performers. Conversation structure, feedback moderation, and objection handling varied wildly from agent to agent. New hires took too long to reach target performance levels, and the gap between the best and the rest kept growing.
The training approach — live sessions, call reviews, shadowing, 1:1 coaching, internal workshops — was familiar but fundamentally unscalable. Team leads and coaches spent their time on manual reviews and individual feedback, while agents didn't get enough actual practice time. The ratio of agents to coaches was never right. And coaching wasn't standardized: different managers evaluated differently, so agents had no consistent benchmark to aim for.
The result was slow skill development and unpredictable performance. regiocom needed something that made training measurable, repeatable, and independent of whether a manager had time that week.
"We needed practice and coaching that was measurable, repeatable, and didn't depend on manager capacity. We wanted a solution that brings training into the daily workflow — not just as a one-off event.""
Thomas Beck, Team Lead at regiocom
Why TrainHQ
They evaluated everything — LMS, live role-plays, AI coaching tools
regiocom looked at traditional enablement platforms (heavy on content, light on practice), live role-play sessions (effective but entirely dependent on manager time), and other AI coaching tools. The problem was always the same: either too much theory and not enough doing, too manual to scale, or missing the structured evaluation that makes progress visible.
TrainHQ stood out because it combined realistic practice with standardized, measurable coaching. Agents could train independently, get immediate feedback, and the leadership team could see skill levels transparently — without everything depending on manual call reviews. As Thomas puts it: the AI doesn't replace the human. Depending on the agent's maturity level, feedback still needs to be explained and translated into concrete behavior by a manager. But the heavy lifting — the daily reps — that runs on its own.
The solution
Three capabilities that changed how the team trains
AI roleplays for critical moments
Agents practice realistic conversation scenarios — feedback moderation, objection handling, legitimization — repeatedly until they hit the mark. Not once in a workshop. Every day.
Scenarios that match real use cases
Every scenario maps exactly to regiocom's actual customer situations and objections. No generic scripts. The practice feels like the real thing — because it's built from it.
Scorecard-based coaching with levels
Consistent evaluation across the entire team. Agents work through self-directed or real-time levels, with or without visible challenges. Progress is measurable — not subjective.
Happy customers
"Coaching is more structured now. We waste less time on basics and can focus on the skill gaps that actually matter."
Jan Arzt, Deputy Country Manager, Novum Bank
The results
Measurable impact in four weeks — against a control group
regiocom ran a controlled comparison: agents using TrainHQ vs. a group that didn't. Within four weeks, the TrainHQ group showed measurable improvements across every metric the team tracks — from customer satisfaction to conversation structure adherence and sales effectiveness.
NPS increase
The TrainHQ group outperformed the control group on NPS by 7 percentage points in just four weeks. Agents who practice conversations handle real ones better — customers feel the difference.
Sales outreach improvement
Agents in the TrainHQ group were 6% more effective at initiating sales conversations. Practice on objection handling and legitimization translated directly into more confident outreach.
Information rate increase
The TrainHQ group improved information rate by 8% — meaning agents gathered and delivered the right information more consistently. Structured practice on conversation flow made the difference.
Time to first score improvements
Within the first two weeks, exercise frequency was high and agents showed clearly better scores on typical scenarios like feedback moderation and legitimization. The learning curve compressed fast.
Your team had hundreds of conversations last week. How many were good enough?
See how TrainHQ turns every conversation into a coaching opportunity — the same way regiocom did.