The best manager I ever had was when I worked for Family First Health, that was a call agent center and they were super flexible with learning the script and learning how to talk to customers and selling products. We had about three week long training and there was no limit on training even after the training was over. There was always training being taught and it was a very well ran office. I think the method works because sometimes you might forget a thing here and there on script or what to tell the customer or policy and it always helps to have the manager always helping out.