I started noticing a pattern when I spoke to contact centre team leaders. Most of them had never received training before being promoted. The impact was visible everywhere. In their stress levels. In their teams. In the impossible position they’d been put in.

That training room cost a fortune to set up. But it sits empty most weeks. When it is used, operational managers resent pulling agents off the phones. Agents know they’ll return to a backlog. And everyone secretly knows that whatever gets taught won’t stick anyway. Yet contact centres keep investing in training programmes, booking external providers, and wondering why nothing changes. That’s the problem training was meant to solve. Except it won’t.