Collector Performance
Training Desk: Courses, an AI Teacher and Practice Calls in One Place
Short courses, an AI Teacher that answers from your manuals, practice calls against an AI consumer, a library and progress tracking.
Learn the tool, practice the call, prove it on the floor.
Summary
The Training Desk is where staff learn the work, in five tabs: Learn, Ask the Teacher, Practice, Library and My Progress.
The Teacher answers questions from the training manuals in English or Spanish and logs what the manuals don't cover.
Practice lets collectors rehearse calls against an AI consumer without touching real accounts.
Key takeaways
Assign courses by role and set a quiz pass mark.
Review "Not covered" questions to find gaps in the manuals.
Assign practice based on CallGrade results.
What the Training Desk is
The Training Desk is where staff learn the work. They take short courses, ask the Teacher how to use any tool, practice calls against an AI that plays the consumer, read the manuals and see their own progress. You'll find it in the left menu under Training. Agents see five tabs: Learn, Ask the Teacher, Practice, Library and My Progress.
Courses and quizzes
Admins click + New course, enter a title and summary, choose the audience (agents, admins or everyone), the quiz pass mark and whether it's published. Agents see published courses only. Save the course, then add lessons, each with a title, lesson text with headings and paragraphs, an optional video link (YouTube, Vimeo or Loom) and an optional linked manual. After the lessons, agents take the quiz and must answer every question before submitting.
Ask the Teacher
Staff type questions in their own words, in English or Spanish ("How do I work my call list?", "Where do I add a note?", "How do I record a payment?") or click a suggestion. The Teacher answers from the training manuals, and only about the tools that person is allowed to use. If the manuals don't cover a question, it says so and logs it for the admin. There's a limit on questions per hour.
Admins see a Questions asked log with the question, the person, the answer, whether it was helpful and whether the manuals covered it. Filter by Not Covered to see what the manuals are missing.
Practice
Practice lets collectors rehearse real calls by talking to an AI playing a consumer (the PracticeFloor capability). Nothing in Practice touches a real account. Collectors can work the scenarios they struggle with as many times as they need.
Library and progress
The Library holds the manuals, which ship with the platform and are maintained by 502ZONE. My Progress shows each person's courses, quizzes and practice.
Connections
The AI settings show whether each service has its key set: the Teacher, the AI consumer and grader, voice recognition and the consumer's voice, with a Test Connections button. Keys are entered only in Settings → Service Credentials.
The coaching loop
CallGrade finds a weakness on real calls; Practice targets it; CallGrade measures the next real calls. See can AI train debt collectors.
Why it matters
New collectors ramp faster, experienced collectors fix specific weaknesses, and supervisors spend less time answering the same questions.
See it working in your agency
Book a 30-minute guided Nexum demo built around your agency's real bottleneck, or call 502ZONE directly at (786) 524-4252. Nexum Open CRM is free: no license fee, no seat fees, no subscription. Add 502ZONE modules only when you want more recovery.
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