Emtelco is a S.A.S., its main office is located in the city of Medellín at Cll 14 No. 52ª - 174, its corporate purpose is the provision of call center services, it has offices in several cities in the national territory, including the city of Bogotá, D, C, whose location is Cll 52ª No. 85ª-61. -The company has offices in several cities of the national territory, among them the city of Bogotá, D, C, whose location is Cll 52ª No. 85ª-61. As this is a contact center company, it handles different accounts, among them its own clients, Compensar, Novo Nordisk, Coninsa Ramon H, Lov telecomunicaciones S.A.S, Recaudo Bogotá S.A.S, Papa Jhon's, Juan Valdez and Previsora Seguros. The accounts related in the previous paragraph and managed by Emtelco SAS have different training plans, among them are types of monthly evaluations where they collect essential information for the learning process of each experience creator, such information is measured with different percentages which are updated daily, in order to have more accurate traceability of the information in the management processes of the experience creators and learning managers, allowing the company to have an adequate control of each process to be carried out. On the other hand, it should be noted that in the process of registration and review of information is where the process of the "Controllers" is executed, in which the main objective is to carry out a daily control of each of the accounts mentioned, having different indicators of knowledge that are extracted from the different activities and are measured with a numerical value in a range of 1 to 100; the accounts manage some thresholds of approval of the activities, which are variable, but that without exception must exceed 85% in all the qualifications given in the month, this is what defines if the creator of experience is called an "expert" which means that he/she is an "expert", if he/she is an "expert", this is what defines if the creator of experience is called an "expert", which means that he/she is an "expert". If the person passes the above mentioned, it means that he/she is "effective" in relation to the evaluated processes.