I've been a call center trainer for 10 years. For six of those years I had zero control of the new hire training curriculum. In those six years, clients and senior learning managers had pass/fail final written and verbal assessments. If a student fails either one of those assessments twice they are fired. Call center agents were starting at $9 or $10 and if they didn't pass I have to fire them while only making $12.50. It was so traumatic to the agents who were already strapped for cash. They can barely afford professional shoes and I had to have difficult conversations regarding their appearance or lack of reliable transportation if a senior leader noticed it and brought to my attention because I would ignore it. I've had agents cry and sob begging to keep their jobs. Four years ago I finally own all call center training and my first act was eliminating final assessments. If they were hired then they never have to worry about me firing them due to an assessment. Fuck call centers and the people in charge thought this was a good business decision.