QA / quality control, trainers, mentors — they listen to calls, train newcomers, and evaluate operators. In OCCRP leaks there are assessments of employees on speech, language, assertiveness, and handling objections. Naturally, there can be no work without client databases. Which need to be acquired and updated. A closer and a ret are people who can outpace any experienced operator, whether from a firm or from the cops. He can recruit a person without personal contact, just by phone. He can manag...