I work for a telecom supplying software to the contact centre.

"Training" here is a euphemism for telling the agent what they did wrong. There are both manual reviews (when a second agent has to deal with the fallout from another agent's fuck up) and random reviews by the "Quality"/audit team. They'll check for example that agents aren't trying to get good feedback scores by giving the customers soft refunds/credits.

Our software is expressly to make agent's jobs easier but I end up listening to a fair few calls to see how we can do this and by God they do a much harder and more cruelly measured job than I do.