one of the good ways to assess and improve the performance in the bpo solutions company is to listen to the calls. When there is a good call, put them in a group session so all the seniors can listen to it and analyze the situation. If the advisor goes wrong then reinforce the good behavior by supporting them in their weaknesses. If the advisor knows that their call can turn to the group session anytime then they will be more conscious about their performance with every client. Do you agree with the discussion?