On using automated tools, it helps improve the efficiency of employee coaching and improves performance quality. Based on the issues pinpointed in the performance of the call centre agents, training and coaching are provided to them. In addition, the quality group training is offered to the agents to improve the efficiency of service quality. Workshops and face-to-face training sessions are organized with team segmentation, and training is provided based on quality trends. On using QA data, it helps connect your agents as per strengths and weaknesses, and that helps them allows them to help each other.