From Fragmented Training To Real-Time Clarity: How Ambs Call Center Unified Learning Across Locations

At Ambs Call Center, the phones never stop ringing.

As a 24/7 virtual receptionist and customer service provider, Ambs answers millions of calls each year on behalf of businesses across industries. Every call represents someone else’s brand. Every interaction matters.

That commitment has earned Ambs recognition as an award-winning customer service organization — where consistency, professionalism, and trust aren’t optional, they’re expected.

There’s no room for hesitation.
No margin for outdated information.
No luxury of “let me ask my supervisor.”

In an environment where service happens live — and in real time — training isn’t just important. It’s foundational.

And for a company that’s been operating since 1932, across multiple locations and teams, Ambs knew one thing for sure:

Training had to be consistent, current, and instantly accessible — everywhere.

A legacy business facing a modern challenge

Ambs Call Center is a family-owned business with deep roots and a forward-looking mindset. Their teams span multiple locations, with some small, location-specific differences — like first-day onboarding logistics — but one non-negotiable standard:

Customers should experience the same level of excellence on every call, no matter where it’s answered.

That’s a tall order when employees don’t just represent one business — they represent many. Each agent must master universal customer service principles and adapt to unique client protocols, niche software, and specialized workflows.

To support that complexity, Ambs had invested in training tools before. But over time, cracks began to show.

When training is everywhere — and nowhere at once

Before Trainual, training at Ambs was fragmented.

• An aging LMS that had outlived its usefulness
• PDFs and documents scattered across shared drives
• Departments creating their own versions of training
• Multiple “sources of truth” — and no clear winner

“We had training resources,” Aaron, President of Ambs call center, explains. “But there was really no consistent source of truth.”

Employees weren’t always confident they were looking at the latest version of something. Supervisors fielded questions that training should have answered. And in a live-call environment, waiting for clarification wasn’t always an option.

Even worse? Measuring understanding was difficult. Tests existed, but they didn’t surface where people were struggling — or why.

Ambs didn’t just need a new tool.
They needed a reset.

Implementation as an opportunity — not a migration

When Ambs committed to Trainual, Aaron took a deliberate approach.

Before loading anything into the platform, he and his team did the hard work first: auditing everything.

“We went hunting through every nook and cranny of the network,” Aaron says. “And what we found was multiple versions of the same training.”

Instead of copying old content over as-is, the team:

• Consolidated documents into one place
• Identified outdated or duplicated material
• Clarified which version was actually correct
• Rebuilt training intentionally — not automatically

This wasn’t a lift-and-shift. It was a rethink.

“We didn’t want to put garbage in,” Aaron says. “Because that’s going to give you garbage out.”

Building a beautiful, branded training experience — fast

What surprised Aaron most wasn’t just how much they rebuilt — but how quickly it came together.

In a short period of time, Ambs created a Trainual account that was:

• Clean and cohesive
• Fully branded
• Visually engaging
• Easy to navigate
• Consistent in tone and structure
  

Before Trainual, training looked like it had been assembled over decades — different fonts, formats, and styles.

“Pre-Trainual, it was like MacGyver put our training together,” Aaron jokes. “Duct tape and paper clips.”

Now, training feels intentional. Modern. Professional.

And that polish matters.

“When it looks good and feels engaging, people retain it better,” Aaron says. “You’re not fighting Comic Sans.”

Click "Next" 👆 to see how Ambs Call Center uses Trainual.

Consistency across locations — without micromanaging

With Trainual in place, Ambs finally had one system that worked across all locations.

While each office may differ slightly in physical setup, training no longer does.

Core processes, service standards, and customer experience expectations now live in one place — accessible to everyone, everywhere.

“That consistent messaging across all locations was huge for us,” Aaron explains. “We want a consistent front for our customers.”

New hires progress through training in a structured order. Tenured team members receive refreshers relevant to their role. Supervisors can see where people are at — and where they need support.

No guesswork. No gaps.

AI support — in the moment it matters most

One of the biggest game-changers for Ambs has been Trainual’s AI Assistant.

In a call center, timing is everything. Employees can’t afford to pause a live call while waiting for a supervisor to respond.

“Pre-Trainual, if someone had a question, they’d have to engage a supervisor,” Aaron says. “And that supervisor might already be busy helping someone else.”

Now?

The answer is right there.

Employees can surface the exact information they need — sourced directly from Ambs’s training — in the moment they need it.

“That reduces internal noise,” Aaron explains. “And it gives our team confidence while they’re on the phone.”

For a live-service environment, that’s not just helpful — it’s transformative.

Training that stays current by design

One of Ambs’s biggest historical pain points was outdated training lingering too long.

With Trainual, that problem was solved from day one.

• Review cadences were set during implementation
• Content is verified monthly, quarterly, or annually depending on importance
• Ownership is clearly defined by department and subject matter
• Accountability is built into the system — not managed manually
  

“It’s not set-it-and-forget-it,” Aaron says. “Some things need to be reviewed — and now they are.”

As ownership transitions from Aaron to the training manager and other department leads, the system scales naturally — without losing clarity.

Visibility, accountability, and calmer days

For leadership, Trainual delivered something just as valuable as consistency: visibility.

Dashboards show who’s completed training, who’s struggling, and where gaps exist. Quiz data highlights which concepts need reinforcement. Reporting replaces manual reminders and spreadsheets.

“All that noise is gone,” Aaron says. “It’s just right there in front of us.”

The result?

• Less stress
• Fewer escalations
• Faster onboarding
• More confident employees
• Better support where it actually matters
  

“It’s been rewarding,” Aaron reflects. “Giving our team tools that make their day better.”

Built to grow — without breaking alignment

Ambs isn’t slowing down.

With continued team growth, new service lines (including AI receptionist offerings), and potential future locations, training needs will only expand.

Trainual is now positioned to support all of it — from customer service skills to technical documentation — with AI surfacing answers instead of forcing teams to dig through manuals.

“We don’t need more SaaS,” Aaron says. “But this one? This was worth it.”

TL;DR — The impact of Trainual at Ambs Call Center

• Unified fragmented training into a single source of truth
• Delivered consistent training across multiple locations
• Built a branded, engaging training experience in a short timeframe
• Reduced supervisor interruptions with AI-powered, in-the-moment answers
• Improved visibility into training progress and comprehension
• Replaced outdated LMS and scattered PDFs with a living system
• Created accountability without added admin work
• Made training calmer, clearer, and more effective for everyone

Looking ahead

At Ambs, excellence isn’t accidental — it’s engineered.

With Trainual, training is no longer something the team has. It’s something they use — every day, on every call, across every location.

And when training works this well, confidence follows.

👉 Want to see how Trainual helps high-volume, multi-location teams deliver consistent excellence? Book a demo and find out.