Velo for BPO & customer support

From a client SOP to an agent training video, before the next shift briefing.

Built for teams that onboard new agents every cohort, not once a year.

Point Velo at the client SOP, the QA scorecard update, or a five-minute call recording, and get an agent training, onboarding, or process video, grounded in your actual process and narrated in your voice, before the next shift briefing.

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The client changed the process Monday. Half the floor is still reading the old script Friday.

The knowledge already exists, in the client's updated SOP, the QA scorecard revision, the process memo. Turning it into training that actually reaches every shift and every language is still a manual pass: book the trainer, run the session, hope the next cohort catches the recap.

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The manual stack

  1. 01 Client SOP update
  2. 02 Book trainer
  3. 03 Run session
  4. 04 Next cohort starts
  5. 05 Half the floor missed it

Works for one cohort. Breaks down the moment the client changes the process again, which happens every few weeks.

Client audit in 3 days, half the floor still on the old script

With Velo

  1. 01 Client SOP update
  2. 02 Script
  3. 03 Render
  4. 04 Posted to every shift
  5. 05 Auto re-render

Fix the script, not the video. Every shift runs the current client process, not whichever session they made it to.

Every shift and language covered before the audit, no extra session required

Plugs into the systems your team already runs on.

You don't have to build a new training pipeline. Velo reads what's already in the client SOP, your Zendesk or NICE scripts, or your QA scorecards, and turns it into a clear, on-brand video.

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Your source

Client SOP · Refund Process v3.1

Rendered output

Same system. Different job to do.

One shared client SOP library and brand kit, used differently by every role on the floor.

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  • Training & Enablement

    "Here's the updated client process, step by step."

    Onboarding module, live for every new cohort the same day.

  • Quality Assurance

    "Here's the updated scorecard."

    Calibration video, watched before the next monitoring cycle.

  • Team Leads

    "Here's today's briefing."

    Shift briefing video, reused across every language and time zone.

The same video does three jobs, because your floor already shares the same client SOP.

A client process update isn't three separate assets. It's one SOP revision, rendered once, reused everywhere your delivery centers need it.

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  • Training

    Ships it.

    Points Velo at the client's updated SOP, reviews the script, hits render.

  • QA

    Repurposes it.

    Same render becomes the calibration video, no new brief needed.

  • Team Leads

    Reuses it.

    Same render becomes the shift briefing, in every language the floor speaks.

One client SOP library. One shared training record. No site starts from zero.

From client SOP to clear video in four steps.

Point it at what already exists. Review the script once. Ship the video to every shift that needs it.

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  1. 01

    A client SOP, a QA scorecard, a Zendesk or NICE script, or a call recording.

  2. 02

    Structures the explanation and writes the script for QA review before anything renders.

  3. 03

    Narrated in your voice, on brand, every time.

  4. 04

    An LMS module, a shift briefing screen, a Slack post, or a shareable link.

One video system for every BPO and support moment.

From day-one onboarding to the next client update, without starting over each time.

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  1. 01 · New hire

    Agent onboarding videos.

    Grounded in the live client SOP library, not a script from last cohort's training.

  2. 02 · Client update

    Process training videos.

    What changed and why, ready before the next shift briefing.

  3. 03 · Ongoing

    Auto-updating QA scorecards.

    Connected to the current standard, so a calibration update doesn't quietly go stale.

  4. 04 · Weekly

    Shift briefing recaps.

    Replace a repeated live huddle with three minutes every shift can watch.

  5. 05 · Support

    Escalation training.

    Pulled straight from recurring ticket patterns, no separate content pass.

  6. 06 · Global

    Multilingual training.

    The same process, narrated in every language your agents speak.

One grounded system, not a tool stack.

Client processes change constantly. What stays consistent is the system your whole team ships training from.

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  • Edit the script and Velo re-renders the video. No re-recording when the client updates the SOP.

  • A client SOP, a QA scorecard, a Zendesk script, or a call recording becomes a structured, narrated script.

  • Trigger a render straight from a client SOP update or a QA scorecard revision, via the API and SDK.

  • Connect Zendesk, NICE, and your LMS, so every video is grounded in the current client process, not last quarter's.

  • One voice and look across every video, no matter which trainer or team lead made it.

  • Share a link, embed it in your LMS or a shift briefing screen, or drop the written record into the client SOP library.

  • See which agents completed the training and which shift is still behind, not just who was assigned it.

  • Let an agent turn a recurring client escalation pattern into a video on its own, no one has to kick off the render.

  • Already have a raw call or screen recording? Velo cleans it up: zooms, callouts, cursor smoothing, and narration, without a re-shoot.

Ship the training as fast as the client process changes.

Real client updates. Real shift coverage. A faster way to close the gap between a process change and the floor actually knowing it.

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  • 31%

    Faster new-hire ramp to target handle time

  • 58%

    Faster turnaround on client process training video

  • 2x

    Training modules shipped, without adding trainers

How a multi-client BPO cut new-hire training time by a third while adding two new client accounts.

A BPO running voice and chat support for eight client accounts across three delivery centers onboarded new agent cohorts every two weeks, each needing account-specific process training. The five-person training team recorded onboarding sessions live, once per cohort per site, which meant agents in the second and third delivery centers often started live calls a week behind their peers. When two new client accounts signed, the training backlog became the bottleneck to ramping the accounts at all.

The team connected Velo to their client SOP library and QA scorecards. Now, every new client SOP becomes an onboarding video the trainer reviews once and pushes to all three delivery centers simultaneously, narrated in the language each site needs. QA update videos go out the same day a scorecard changes, instead of waiting for the next scheduled calibration session.

Industry
Multi-client BPO
Company size
Three delivery centers, ~2,200 agents
Plan
Velo Ultra, multi-site rollout
Primary use case
Agent onboarding & QA training

  • 33% faster ramp

    New agents reaching target handle time

  • 3 sites, same day

    Down from a staggered week-by-week rollout

  • 2 new accounts onboarded

    Without adding training headcount

We used to onboard our delivery centers a week apart just because of how far the trainer had to travel. Now every site gets the same video, the same day, in the language they need.
VP of Training Multi-Client BPO
We get production-ready product videos in a fraction of the time, and we're shipping twice as many without adding headcount.
Zuzanna Kurasińska Content Marketing Specialist, import.io

A rollout playbook for BPO and support teams: how to onboard agents faster and keep every shift on the current script.

Client SOP-to-video workflows, multilingual onboarding at scale, and QA calibration tactics, written for training and quality teams.

Read the BPO training playbook

Start free, scale as your client roster grows.

Agent onboarding and QA training video are available on every plan. Higher tiers add auto-updating training, LMS integrations, and workflow triggers.

See full pricing

Free

Try Velo on your next client SOP update.

$0

per month

  • 1,500 credits
  • 2–5 mins of video/month
Try for Free
Recommended

Pro

Auto-updating training video, brand kit, unlimited renders.

$41

per month, billed yearly

  • 3,000 credits
  • 5–10 mins of video/month
Get Pro

Ultra

Zendesk, NICE, and LMS integrations, multilingual output, advanced analytics.

$167

per month, billed yearly

  • 30,000 credits
  • 50–100 mins of video/month
Get Ultra

Enterprise

Workflow triggers from Zendesk and NICE via API and SDK, security controls, multi-site rollout.

Contact Sales
  • Custom credits
  • Custom seats
  • Custom avatars and voice clones
  • Custom integrations

Everything in Ultra, plus

SSO and SAML SCIM RBAC Advanced access controls Content governance Shared libraries API and SDK Private and public share pages Data residency SCORM export Workflow triggered videos

FAQs

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No. Velo is priced per account, so training, QA, and team leads can all make video without a per-agent bill.

No. Velo replaces the manual production work so your trainers spend time coaching live calls, not repeating the same session across sites.

Yes. Every video can be hosted with access controls and permissions, so it holds up to the same review your client accounts require.

Velo connects to Zendesk, NICE, and your LMS, plus a live call or screen recording, so you're not re-entering content anywhere.

Agent onboarding modules, client process training, QA calibration videos, and escalation training, each grounded in the actual client SOP with a written record alongside it.

Velo reads your context, a client SOP, a scorecard, or a call recording, structures the explanation, writes the script, and renders the video narrated in your voice.

Yes. Edit the script and Velo re-renders the video. No re-recording, and the written training record updates with it.

A screen recorder captures whatever you record, take after take. Velo turns process context into a structured, narrated video, re-renders when the script changes, and produces a written record alongside it.

Yes. The same explanation can render in any language, narrated in your voice, so every delivery center trains in the language its agents speak.

Yes. Video agents can turn a recurring escalation pattern into a video on their own, so the backlog doesn't wait on someone's free hour.

Ship the training as fast as the client process changes.

Point Velo at your next client SOP update and see the video before the next shift briefing.

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