TELUS Digital cuts onboarding time by 20% using ElevenLabs Agents
TELUS Digital manages 70,000 contact center associates with 20,000 to 30,000 new hires per year, but ramp-up takes weeks and attrition rates often reach 30–45%. Traditional training methods — classroom sessions, shadowing, and occasional roleplay — did not scale and failed to reflect real-world scenarios, leaving agents underprepared for live environments.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Agent initiates practice session
Agents practice everything from simple inquiries to complex complaints in a safe, repeatable environment.
Tools used
ElevenLabs AgentsElevenLabs Text to SpeechAgent Trainer
Outcome
TELUS Digital reduced onboarding time by 20% and the platform completed more than 50,000 customer simulations, with improved agent confidence showing early signs of lowering churn.
What failed first
Traditional training methods — classroom sessions, shadowing, and occasional roleplay — did not scale and lacked realism, resulting in agents entering live environments underprepared with low confidence and causing frequent escalations.