Top 3 Call Center Training Software To Teach Your Staff To Solve Difficult Customer Situations

Top 3 Call Center Training Software To Teach Your Staff To Solve Difficult Customer Situations
Summary: Call center staff requires constant training. And, of course, no one would let a staff member train on a real customer call, unless you are okay with the risk of losing these customers. Call center training software allows you create a sequence of scenes where you can make up a real-life situation.

Teaching Your Staff To Solve Difficult Customer Situations With The Best Call Center Training Software 

Here are the top 3 call center training software tools to train your call center staff. All of them allow you to create branched scenarios, meaning that you can design a tree-structured simulation to train your learners. You can also provide feedback for your staff explaining why their answer was good or not so good. These tools are compatible with some Learning Management Systems, so you can easily integrate the simulations with your existing learning software. Let’s look at these call center training software tools in more detail.

1. BranchTrack 

Call center simulation scene made in BranchTrack
Award-winning software to design scenarios that make people think. With BranchTrack you can create branching story lines in a user-friendly browser-based editor. Your scenarios are instantly playable. Share them, gather feedback, and deliver changes in a matter of seconds. You don’t have to publish and upload files over and over. The icing on the cake is that BranchTrack is a cloud-based tool, so it works perfectly on both Windows and Mac.


  • Browser-based editor.
  • Background library: 49 scenes.
  • Character library: 47 characters.
  • Custom characters and backgrounds.
  • Character emotions.
  • Branded scenarios.
  • Tracking and reporting.
  • Review and collaborate.
  • Insert media: Voiceover, video.
  • Publish and share: Cloud, embed.
  • Compatibility with authoring tools: Lectora, Articulate Storyline, Adobe Captivate.
  • Support: Free via email.


Professional version costs $2,904 per year and includes 50 projects, branding, custom assets, voiceover and video, online delivery, email support.

If you need more than this, e.g., export to offline SCORM/HTML, you can request a custom enterprise quote. You can get an “all-inclusive” 14-day trial.

2. iSpring TalkMaster

A scene with a puzzled customer in iSpring TalkMaster simulation

iSpring Talkmaster is a desktop application that allows you to design custom simulations and insert a voice over to the scenes. When you are ready, you can upload your simulation to an integrated cloud service and share a link, or embed the simulation on your training portal. You also can insert the simulation in your Learning Management System, if your company already uses one. A variety of preset backgrounds and characters lets you create scenes similar to real conditions in your company.


  • Background library: 66 scenes.
  • Character library: 20 characters.
  • Custom characters and backgrounds.
  • Character emotions.
  • Insert media: Images, voiceover.
  • Assessment: Calculate score.
  • Compatibility with Learning Management Systems: SCORM 1.2, SCORM 2004, AICC, BlackBoard 9.x, cmi5, and xAPI standards.
  • Publishing: Flash, HTML5, share via Cloud.
  • Playback: Windows PC, Apple Mac, iPad and iPhone, Android, Windows Phone.
  • Support: Free.


You pay for a lifetime license, and the more licenses you get, the cheaper the price. 1 license is $497, 3 licenses are $1,258.


Characters in ITyStudio

ITyStudio is an authoring tool for 2D and 3D simulations. You can simulate an everyday situation, e.g., a customer call and insert a quiz right in your simulation.


  • Background library: 2D - 7 scenes, 3D - 28 scenes.
  • Character library: 2D - 10 characters, 3D - 16 characters.
  • Insert media: video, voice, and quizzes.
  • Compatibility with Learning Management Systems: SCORM 1.2 or 2004.
  • Export to: .exe, tablets, PCs, and standalone.
  • Translation: Export to .xls to translate to another language.


Standard pack will cost you $220 per month or $2,200 per year. Included: All types of scenes, unlimited scenes, export options. For $400 per month or $4,000 per year, you will get the Full Pack. You will receive all the above plus one day of training for 2 to 6 people.

Free 30 day trial with limited features: No export and up to 20 scenes in a simulation.

Call Center Training Software Comparison

To make it easier, check out this table with all the information about the core features of these three tools.

Features BranchTrack iSpring TalkMaster ITyStudio
Background library 49 backgrounds 66 backgrounds 35 2D and 3D scenes
Character library 47 characters 10 characters 26 2D and 3D characters
Custom backgrounds and characters Yes Yes No
Character emotions Yes Yes No
Media Voiceover, video Images, voiceover Voiceover, video, and quizzes
Compatibility Lectora, Articulate Storyline, Adobe Captivate SCORM 1.2, SCORM 2004, AICC, BlackBoard 9.x, cmi5, and xAPI standards SCORM 1.2 or 2004
Share via Web, HTML (paid feature) HTML5, Flash, Web via Cloud, Learning Management System .exe, HTML5
Extra features  Cloud-based editor Playback on all devices Assessment Translation
Free trial 14 days 30 days 30 days with limitations

Here’s one final piece of advice. Whichever call center training software you choose, please do remember to give as detailed feedback as possible. Make sure you are 100% clear in your explanations, and if needed, loop the scenes before your learners finally give a correct answer. With the tree structure available in all three tools, you can do it in just a few clicks, and it’s definitely worth it.

Feel free to read the Checklist For Creating Branching eLearning Scenarios, and if you are dealing with cold calls, see the article on designing cold calling online courses.