Contact Centers: Three Reasons Contact Center Reps Fail to Measure Up

2.Can’t. These folks may not actually know how to perform their jobs at your level of expectation, or they suffer from some internal barrier. Perform a needs assessment to identify the rep’s current skills and knowledge. Then identify gaps in his or her training, Reynolds offered. “It’s possible the rep didn’t understand some things in the training. Try sending him or her through the training program again.”