For these agents to perform well

The metrics of my company is not in good shape. Our client demanded that we improve our statistics in three months. And every month it has been a struggle for the agents as well as for the support team. We rolled out action plans for improvement, but we are still missing the target. Disciplinary actions are taking place for those agents that need to be sanctioned for behavioral issues. The effect of these actions, is that were missing number of heads versus the bulk of the job. To counter this fallback, our human resource department is hiring more people. We are very unsatisfied with the employment screening process, because of the kind of agents we get for live certification. As a member of the quality team, it is my main responsibility to ensure that these agents are ready to take the job. For these agents to perform well, we the quality team makes sure that they get the support needed, proper training and tools for the job. You cannot eliminate agents that do not meet the goal, and agents that are dishonest, inspite of all the support you provide. Dishonesty is a common behavior in agents with past call center experience. It is imperative that these behaviors get corrected during the screening period, before they could spread on the floor. In a call center, the most common dishonest act is avoiding taking calls. There are several ways of manipulating the phone so that calls can be avoided without getting caught.   At the end, the numbers will speak for themselves , once the report are generated.