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Scenario Based Learning & Customer Service Training – eRoleplay

True to life simulations and scenarios have been shown to improve training outcomes, while social learning can boost learner engagement.

Introduction Section


Customer service / systems training with impact

Our solutions combine the benefits of simulation, scenarios and social, in peer to peer learning that has a dramatic impact on customer service and systems training.

Day One’s eRoleplay gets learners to pair-up to practise customer service conversations that require the use of a desktop system. It’s unique and combines understanding of learning psychology with the latest and best in elearning technology.

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Content section


Realistic training

eRoleplay enables learners to practise the exact tasks that their customer-facing role requires. Indispensable when they need to talk to a customer at the same time as dealing with a desktop system, it’s a great way to challenge learners without the risk (and cost) of dealing with real customers before they’re really ready.


Situations where roleplay can make a difference

  • Call Centre Training
  • Sales and Customer Service
  • Complaints Handling and Conflict Resolution
  • Negotiation and Fact Finding
  • Emergency Services


Easy to use

With eRoleplay, one person performs the customer role. They are presented with information powered by our unique ‘Dynamic Data’ system, which tells them who they are, why they are calling, and gives them all the information they need. They see suggestions of what they could say, and how their partner is performing in real time. Their eRoleplay partner simply has the simulated desktop system. Their mission is to talk to the customer and to use the simulation to achieve the right outcome. Immersive and fun – learners love it!


Evaluation tools

Throughout the session, ‘customers’ will be invited to rate their partner on a variety of assessment criteria. This allows a focus to be put on specific soft skills when necessary. The LMS scores the system-related performance to show where people are slipping up with their data entry and screen navigation, and when times are excessive.


Help the learner empathise with the customer

We want eRoleplay to be as realistic as possible – so a new feature we’ve added to the customer side is ‘customer role and personality hints’. By taking advantage of the hints that appear throughout the exercise, the ‘customer’ role becomes a fun activity while still being a real challenge for their ‘advisor’. By letting a learner take on the role as the customer, they can get a real sense of how real customers may feel during a conversation and what their needs might be.


20,000 learners at Lloyds and TSB, and counting…

eRoleplay is ideal for training those people who use systems while dealing with a variety of customers. Overall, it gives more power to your trainer’s elbow, taking your learners as far as possible before letting them fly solo with real customers. Lloyds Banking Group and TSB are convinced of its efficacy – over 20,000 customer sales and service advisors in their service centres and branches have used Day One’s eRoleplay to date.

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Case Study section

Case Study

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Case studies

Examples of our work creating dynamic, bespoke elearning for eroleplay scenarios:

TSB Case Study Content

TSB complaints and charges

As Britain’s most recommended bank, TSB take handling complaints very seriously, so they asked us to create a course in those skills to help their contact centre staff maintain the highest standards.

Using our unique ‘e-roleplay’ system, we mirrored TSB’s complaints handling software and created elearning content based on true-to-life scenarios based on when, where and how customers might complain.

Learners enjoyed the training, while TSB found the quality of their complaint resolution service significantly improved.

Read more about this complaints handling course.

Lloyds Case Study Content

Lloyds business banking

We were approached by Lloyds Business Banking to create a simulated training environment to mimic their Retail Telephony systems. In addition to this safe training environment for highly complex procedures, we created equally realistic elearning content.

In analysing their ROI statistics from the project, Lloyds found a complete return on investment within 3 months of delivery.

Specific measurables that improved include post-call workload reducing from 2 minutes to 45 seconds and induction attrition dropping from 20% to just 5%.

Read more about this safe training environment.