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Measured Impact

The work speaks.
The data confirms it.

Four years of quality data, retention outcomes, and satisfaction results from training programs at Quadient.

30%
Avg. Knowledge Gain
4.8/5
Training Satisfaction
4.4/5
Agent Readiness
97.5%
Team QA Score
67%
Retention Rate
11K+
Evaluations Analyzed

Data in practice

Driving decisions with data

Quality data doesn't just get reported here. It gets used. These dashboards track agent performance, QA trends, and team consistency, giving leadership a clear view of how training translates to results.

CET Reporting & Analytics — Lockers CET Report
Training Performance & Operational KPIs · Data updated 5/17/26
Feb 2026 – May 2026  ·  Agent view
Representative mockup · Actual data is proprietary
Filters
Fiscal Year
2026
2025
Month
May-26
Apr-26
Mar-26
Feb-26
Jan-26
Team Type
Agent
Outsource
Audit Type
Case
Phone
SMS
Location
US
France
UK
Germany
Avg Handle Time
07:58
min:sec avg
Avg ACW
00:44
↓ from 00:50
% ACW Time
9.1%
of handle time
Avg Hold Time
01:06
↓ from 04:47
CSAT Score
95.5%
↑ 12.3% response rate
QA Score
96.3%
308 audits · 3 mo.
AHT · Hold Time · ACW Trend · Feb–May 2026
05:00 03:45 02:30 01:15 00:00
PSS Oracle & TS PC PSS TS & Billing 04:47 01:05 Feb Mar Apr May
09:00
99% 08:30
98% 08:00
97% 07:30
96% 07:00
94%
← Hold Time / ACW AHT / QA Score →
Hold Time
ACW
AHT
QA Score
Pre-training baseline
Training event
Monthly Call Metrics · Lockers Agent Team
Month Calls AHT ACW %ACW Hold CSAT Resp%
Feb-2622,78707:3400:355.2%04:4795.8%11.3%
Mar-2628,87708:0100:369.2%01:0595.7%11.9%
Apr-2632,90207:5500:379.8%01:0894.8%14.8%
May-2617,39107:5000:367.5%01:01——
Total101,95707:5500:369.1%01:0695.5%12.3%
Training Completion · Performance Comparison
Team % Avg Hold Avg ACW Avg QA
Certified91%00:5400:3596.5%
Overdue9%04:2100:5291.3%
Training Survey Results by Course
Parcel Pending Plus (PP+)
4.9/5
n=16
PSS Oracle Billing
4.8/5
n=38
PC PSS TS & Billing
4.8/5
n=17
Package Concierge
4.7/5
n=14
PSS Troubleshooting
4.6/5
n=31
Completion by Course
PP+ Billing
95%
PSS Oracle Billing
92%
PC PSS TS & Billing
91%
PSS Troubleshooting
89%
Package Concierge
88%
Training Status · Needs Attention
Agent Course / Training Status
Marcus T.PSS Oracle BillingOverdue
Daniela R.Parcel Pending Plus (PP+)Overdue
Aaliyah C.New Hire OnboardingIn Progress
Devon R.New Hire OnboardingIn Progress
Sofia A.PSS TroubleshootingIn Progress
REPRESENTATIVE MOCKUP · ACTUAL DATA IS PROPRIETARY

Dashboard structure reflects actual reporting built in Power BI · Data anonymized and representative · Feb–May 2026, Lockers CET team

By the numbers

QA Quality Trend

Quality improved every year and got more consistent.

Team average climbed from 93.1% in 2022 to 97.5% in 2026 while evaluation volume nearly tripled. Maintaining quality at scale is harder, and the standard deviation drop shows the whole team leveled up together.

2022
93.1%
2023
94.1%
2024
94.0%
2025
96.5%
2026
97.5%
Standard deviation: 11.3 in 2024 down to 6.5 in 2025. A high average with low variance means the whole team is performing.

Retention

Training changed what staying looked like.

Call center first-year attrition typically runs 30-45% in a well-run environment. Structured training moved the needle. Every agent who stays past 90 days is recruiting and retraining cost the business did not absorb.

Before structured training
25%
After first structured program
33%
After program expanded
67%
67% vs. 25% at baseline. That shift changed the cost structure for the business.

Quality Over Time

Performance improves with training and holds at a consistent standard.

QA data tracks whether training translates to sustained performance on the floor. The ramp below reflects how quality progresses over the first 90 days and stabilizes at the same level as long-tenured team members.

91.6%
Day 0-30
93.6%
Day 31-60
95.6%
Day 61-90
Long-tenured agents average 95.5% over the full data period. Team members reach that same level within 90 days and maintain it.

Knowledge Gain

30 percentage points from pre to post assessment.

Pre and post assessments are used for systems training, refresher programs, and process updates. They measure what people already know going in and confirm whether the training moved the needle coming out. Pre-assessment scores averaged 65%. Post-assessment scores averaged 95%.

65%
Pre-Assessment
→
95%
Post-Assessment
30% knowledge gain: the percentage point difference between where learners started and where they finished.

What colleagues say

Emberleigh's exceptional ability to create training content with little or no direction is remarkable. She is currently working on global training development for contact centers in various other countries, creating extraordinary content with minimal input while unifying all training globally. Her creativity and vision for that work has been truly amazing to watch. The impact on our organization has been substantial. Her contributions have not only enhanced our training experience but set a high standard for excellence within the department.

Denise Silber

Senior Manager, Customer Experience, Quadient

I have had the opportunity to see the direct impact of Emberleigh's training programs through ongoing call quality evaluations and agent ramp performance. Agents who complete her trainings consistently demonstrate strong process knowledge, improved call handling, and greater confidence in their roles. Her work has strengthened the connection between training and performance, resulting in agents who are better prepared, require less follow up support, and meet quality expectations more effectively.

Gabby Bartholomew

Senior Quality Assurance Analyst, Quadient

Emberleigh has significantly influenced our organization by crafting outstanding training materials that have become essential not only to the training team but to the entire operations department. Her talent in creating user-friendly resources has greatly enhanced our processes and offered crucial assistance to multiple teams. Her innovative approach and dedication to excellence have consistently surpassed our expectations.

Lauren Richardson

Operations Manager, UnitedHealth Group

Emberleigh was fantastic to work with. She took feedback and used it to make our training programs even better. Her job aids and reference guides were incredibly helpful for new team members getting started. She also did a great job managing customer service and mentoring staff, which really boosted our team's performance. I can't recommend her enough for her work in training and team support.

Anjoli Johnson

Client Services Associate, Invesco