← Calabrio
Calabrio role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
Cloud software that helps contact centers schedule agents, record and analyze calls, and spot customer sentiment.
Who you'd be calling
VP/Director of Customer Service or Contact Center Operations, WFM managers, and CX leaders at mid-market and enterprise contact centers.
Your opener
“Hi, it's Sam from Calabrio. I know I'm calling out of the blue. I work with contact center leaders who want to understand what customers say on calls without manually listening to them. Do you have 30 seconds to see if that's a problem for you?”
Problems you solve for them
- Hard to staff the right number of agents at the right times
- Managers only review a tiny sample of calls for quality
- Customer feedback in calls never reaches other teams
Discovery questions to ask
- How do you review call quality today, and how many calls does your team actually get to check?
- How do you plan agent schedules, and what happens when call volume spikes?
- Who outside the contact center uses what customers tell you on calls?
Objections they'll throw at you
“I'm busy right now.”
→ Totally fair, I'll be quick. I only want to know if call quality reviews take up much of your team's time. Can I grab 10 minutes later this week?
“We're not interested.”
→ No problem. Most leaders I call say that until they hear how little of their call data gets reviewed. Out of curiosity, what share of calls do you review today?
“We already use something for this.”
→ Good, that means you already care about it. Many teams I talk to use one tool for scheduling and another for quality. How well do those two work together for you?
“Just send me an email.”
→ Happy to. So I send you something useful, which matters more to you right now: staffing accuracy or call quality insight?
Competitors worth knowing
NICE, Verint, Genesys
Interview tips for this company
- Learn the words workforce management (WFM), quality management (QM), and speech/interaction analytics. Use them in plain English.
- Practice asking about call volume, agent turnover, and customer satisfaction. Contact center leaders care about all three.
Written from public information about Calabrio to help you practice. Ask an insider what their role play looked like; it's the best prep there is.