You have to give some management training to employees.
Normally in a call center employees are not much more qualified. First of all you should do analysis of employees activities then after make questionnaire & fill it by employees. finally you can identify lack of skill & knowledge. Then discuss with your management & provide training to your employees.
I hope this is one is very help full to you.
HR & Labour Law Advsior
You have not given enough info aboutthe nature of the call centre and your role in it to give you any concrete suggestions. Have you tried searching the web? I found some tips at 12 great tips to improve call centre performance and How to Optimize Call Center Performance: 7 steps - wikiHow
Why Vote? User validation is extremely important for good content to prosper.