Contact-centre performance that agents actually engage with
Imona turns the metrics your centre already runs on — first-call resolution, quality score, adherence, attach rate — into shift-level missions agents complete, with an AI mentor telling each one what to work on before their next shift.
Your shift
Retail banking queue · Late shift- Resolve without transferlive14/20First-call resolutionIn progress · 120 XP
- Practise: fee objectionscenario3/3Quality — objection handlingComplete · 60 XP
- Attach on eligible callslive2/5Upsell attach rateIn progress · 150 XP
- Objection duel
Your contact centre is the most heavily measured workplace in the business. You know first-call resolution by queue, quality score by agent, adherence to the minute. And none of it moves the agent in the fifth hour of a Tuesday shift.
Ramp time is the cost nobody budgets for
A new hire takes weeks to reach competent handling. Most of that time is shadowing, which is unstructured, unmeasured and dependent on who they happened to sit next to.
Attrition resets the investment
Every agent who leaves in their first year takes the ramp investment with them. The exit interview says the job felt like a treadmill with no visible progress.
The middle of the distribution does not move
Your top quartile is excellent and your bottom quartile is managed. The 50% in the middle sit at the same quality score month after month, and coaching capacity is not there to move them one by one.
Measurement is not motivation
The wallboard tells an agent where they stand. It does not tell them what to do about it, and by the time the monthly quality review happens the calls in question are three weeks old.
Deployed inside a regulated bank's customer contact centre
Yapı Kredi Bankası runs its customer contact centre employees' call targets and role-play training on Imona, across 1,500 users. Regulated financial conversations, audited quality scoring, adherence measured to the minute. The deployment cleared the bank's information-security review.
Yapı Kredi Bankası — 1,500 users
A regulated bank's customer contact centre. If it holds under banking audit and per-minute adherence measurement, it holds in your centre.
Metrics you already report, as actions people can take today
These are the metrics your centre already reports. Imona does not add new ones — it turns the existing ones into something an agent can act on today.
First-call resolution
Resolve without transfer on your next 20 calls in your primary queue
Progress visible per shift; XP awarded on the resolved-without-transfer flag from your CRM
Quality score
Clear the three scorecard criteria you lost points on last week
Mentor selects the criteria from your own last audit, not a generic list
Schedule adherence
Hold adherence above target across a full week
Team-level streak so the squad, not the supervisor, applies the pressure
Upsell attach rate
Practise the two objections that end your attach attempts, then attach on five eligible calls
Scenario task first, live target second — practice before performance
Training completion
Finish the compliance module before it expires
Completion is a level gate, not an email reminder
New-hire ramp
Progress through call types in sequence until you handle the full queue unaided
A defined route with visible stages, replacing open-ended shadowing
| # | Squad | Quality score | Change |
|---|---|---|---|
| 1 | Squad Kadıköy | 94.2 | +1.8 |
| 2 | Squad Beşiktaş | 92.7 | +0.4 |
| 3 | Squad ÜmraniyeYou | 91.9 | +2.6 |
| 4 | Squad Bakırköy | 90.1 | -0.3 |
Every agent gets a mentor, not a wallboard.
The mentor reads an agent's own last quality audit and tells them which three objections to practise before their next shift. Not a suggestion to "improve quality" — three named objections, with a scenario task attached to each.
The mentor reads an agent's own last quality audit and tells them which three objections to practise before their next shift. Not a suggestion to "improve quality" — three named objections, with a scenario task attached to each.
Team leaders see which agents are drifting from their own baseline this week, not which agents were below average last month.
For managers: Team leaders see which agents are drifting from their own baseline this week, not which agents were below average last month.
What buyers in this workforce ask before they book
Our agents work rotating shifts. Anything weekly breaks immediately.
Missions are scoped to a shift, not a week. An agent starting a late shift sees targets for that shift and closes them before they log off. Streaks and team goals run on the rota the centre already publishes, so a four-on-four-off pattern does not read as a broken streak.
Will the works council accept individual ranking of agents?
Individual leaderboards can be disabled entirely. Most regulated deployments run team-level standing publicly and individual progress privately to the agent and their direct leader. The consultation position is usually easier than expected because the individual view is a coaching tool rather than a published ranking — but this is a configuration decision made with your works council before launch, not afterwards.
Does this add to agent workload? They have no spare seconds.
The live missions are the work — resolving calls, attaching eligible products, holding adherence. Nothing is added to those. The only added time is the practice tasks, which are two to four minutes and land in the shrinkage time the centre already schedules for coaching and training.
How does it connect to our CCaaS and CRM stack?
Through the 300+ open APIs. Imona reads the metrics your platforms already produce — resolution flags, quality scores, adherence, attach events — and writes progress back. It does not sit in the call path and it is not a replacement for your CCaaS reporting.
We already have real-time dashboards. Why would this be different?
A dashboard tells an agent where they are. It does not tell them what to do next, and it has no mechanism to make them want to. That is the entire gap this closes: a dashboard measures the behaviour, Imona changes it.
We are in a regulated environment. Will security approve it?
It has been approved in comparable environments. Yapı Kredi Bankası runs 1,500 customer contact centre users and Allianz Sigorta runs 5,000 agency users — both cleared regulated information-security review. See the security page for the architecture detail your reviewer will ask for.
A controlled rollout, not a big-bang launch
Days 1–30
One queue, existing metrics
- Connect to the metrics you already produce: resolution, quality, adherence, attach
- Configure missions for a single queue rather than the whole centre
- Agree the works-council position on individual versus team visibility
- Launch to one squad set as a controlled group
Days 31–60
Ramp path and mentor layer
- Replace shadowing for new hires with the structured call-type progression
- Turn on individual mentor guidance driven by each agent's own quality pattern
- Add team-leader views showing drift against personal baseline
- Compare the pilot queue against a matched control queue
Days 61–90
Centre-wide
- Extend to remaining queues with per-queue mission sets
- Hand mission authoring to your own operations team via the AI Game Designer
- Review the pilot-versus-control result and set the standing metric set
Short answers for search and procurement
Does Imona work with rotating shift patterns?
Yes. Missions are scoped to a shift rather than a calendar week, and streaks follow the rota your workforce management system already publishes.
Which contact centre metrics can become missions?
First-call resolution, quality score, schedule adherence, upsell attach rate, training completion and new-hire ramp progression are the standard set. Any metric your CCaaS or CRM already produces can be mapped through the API layer.
Has Imona been deployed in a regulated contact centre?
Yes. Yapı Kredi Bankası runs Imona across 1,500 customer contact centre users, and the deployment cleared the bank's information-security review.
Book a 30-minute contact-centre walkthrough
We will use your queue structure and your metric names, not a generic demo tenant.
- We use your metric names and your org structure, not a generic demo tenant
- You see the level map, the mission board and the mentor guidance for your workforce
- You get the security and integration answers in the same call, not in a follow-up
- 30 minutes. If it is not relevant in the first five, say so and we will stop.