The Business Process Outsourcer (BPO) was facing a challenge with its newly hired call agents. The new agents were taking up to 60 days to feel confident in handling every type of customer call. This was affecting the efficiency and productivity of the call center. The BPO was looking for a solution that could reduce the time it took for new agents to become proficient in their roles. One of the key metrics of proficiency for the BPO was handle time, which was not improving with the current training methods. The new agents often had to put customers on hold to ask for help from their colleagues, which was increasing handle time and reducing customer satisfaction.