← Cresta
Cresta role-play cheat sheet
For the mock cold call at the end of most SDR interviews.
What they sell, in one line
AI software that coaches contact center agents live and uses call data to improve customer service performance.
Who you'd be calling
VPs and Directors of Customer Support, Customer Experience and Contact Center Operations at large companies with big support teams
Your opener
“Hi [Name], this is [You] from Cresta. I'm calling because we help contact center leaders improve agent performance with AI that guides agents during live calls. Do you have a moment to tell me how you coach your agents today?”
Problems you solve for them
- Agents take a long time to ramp up and quality is inconsistent
- Managers can only review a tiny share of calls by hand
- Long call times and low customer satisfaction raise costs
Discovery questions to ask
- How big is your contact center team, and how do you handle training new agents?
- How do managers review calls today, and what share do they actually get to?
- Which numbers matter most to you right now: handle time, satisfaction, or sales conversion?
Objections they'll throw at you
“I'm busy right now.”
→ Understood, I'll be brief. I just need one answer about how you coach agents. Or would a short call later this week suit you better?
“Not interested.”
→ Fair enough. Many leaders say that before we talk. Is agent performance already where you want it, or is there a gap?
“We already have AI or QA tools.”
→ That's helpful to know. Does your current tool coach agents during the call, or mostly report on it afterward?
“Send me an email.”
→ Sure. So it's relevant, which matters more to you: faster agent ramp-up or better customer scores?
Competitors worth knowing
Observe.AI, Balto, Uniphore
Interview tips for this company
- The job is in San Francisco with two office days a week (Mondays and Wednesdays), so confirm you're comfortable with that.
- Enterprise buyers are senior and busy. Practice sounding calm and credible, and learn terms like AHT, CSAT and agent ramp time.
Written from public information about Cresta to help you practice. Ask an insider what their role play looked like; it's the best prep there is.