Agents who fail the most. (Top Call Center Quality Assurance Metrics)

Certainly in the faults report you have already identified the items that failed the most, but it does not make sense to apply training to all agents on these items … Training a person in something that they already know and master, will demotivate them with certainty, and you will continue wasting your time and your money out.

The right thing to do is to identify who are the people who fail the most in the most important items and apply specific training to them. Of course, this will take a lot of work if done manually without a system handling it.

In CYF Quality there is a specific report for this, which is “Training Needs”, and there is also a module to apply and manage this training continuously and automatically, without the need for intervention by the training team, without removing the agents from operation and without compromising your productivity.