GoChat Hub
A training management system for contact centres that runs new-hire batches from enrolment to certification and turns certified trainees into production agents automatically.
- Bulk enrolment
- Attendance
- Quizzes & surveys
- Training KPIs
- Auto-promotion
01
Overview
GoChat Hub gives a contact-centre training team one place to run new-hire classes. Admins set up projects, queues and batches, then enrol trainees one by one or from a CSV file. Each trainee is checked by mobile number and national ID, so returning candidates are recognised and duplicates are blocked.
- Category
- Contact-centre training
- Industries
- Contact centres & BPO
02 · Business value
What it changes for the business
GoChat Hub
GoChat Hub shortens the path from new hire to productive agent and gives leaders a clear view of training quality.
- 01
Faster time to production
Certified trainees become agents with accounts and queue assignments right away, without a manual hand-off between training and operations.
- 02
Clean, trusted headcount
Identity checks on mobile number and national ID stop duplicate enrolments, so headcount and loss figures stay accurate.
- 03
Visible training quality
Loss, certification and end-to-end rates per batch show which classes and trainers need attention.
- 04
Less admin work for trainers
Bulk enrolment, digital attendance, quizzes and surveys replace spreadsheets and manual follow-up.
03 · The Problem → The Outcome
Challenges → Solutions
- 01
Challenges: New-hire classes are tracked in spreadsheets and chat groups, so nobody has one reliable view of a batch.
Solutions: Projects, queues, batches, rooms and schedules live in one system, with trainers limited to their own queues.
- 02
Challenges: Candidates who reapply or appear twice create duplicate records and wrong headcounts.
Solutions: Every enrolment, single or bulk, is checked against mobile number and national ID, and returning trainees are confirmed before they are re-enrolled.
- 03
Challenges: Quizzes and surveys are run by hand, and results are hard to compare across trainers and batches.
Solutions: Trainers build timed quizzes from a shared question bank and publish surveys, and results roll up per person, batch and trainer.
- 04
Challenges: Leaders cannot see loss, certification and end-to-end rates until someone builds a report.
Solutions: A live dashboard shows headcount, total loss, certification, first-trial and end-to-end rates, with a certification funnel and monthly trend.
- 05
Challenges: Moving certified trainees into production means creating accounts and queue assignments by hand, which causes delays and errors.
Solutions: Saving a certified result creates the agent account, assigns the queue and links quiz history in one transaction.
04 · Use cases
Where it fits, by industry
Contact centres & BPO
AI that reviews every conversation and helps contact-centre teams act on it.
- 01
New-hire onboarding at scale
Training teams enrol whole classes from a file, track daily attendance and follow each batch to completion.
- 02
Certification and agent hand-off
Trainees who pass certification move into production queues automatically, with their training history kept.
- 03
Ongoing agent assessment
Agents keep taking quizzes and surveys after promotion, so quality and product knowledge are measured over time.
05
Enterprise Capabilities
Intended Users
Contact-centre training teams: admins, trainers and viewers, plus the trainees and agents who take quizzes and surveys.
GoChat Hub
Contact-centre training
- 01Bulk CSV enrolment with identity checks
- 02Daily attendance and certification tracking
- 03Quizzes with a shared question bank and time limits
- 04Feedback surveys with reports
- 05Batch KPIs dashboard and Excel reports
- 06Automatic promotion of certified trainees to agents
06 · Highlights
Key Proof Point
GoChat Hub
Certification and promotion are one step: a certified result becomes a working agent account on the right queue, with identity checks that stop duplicates.
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