Introduction Based on the results of the institutional climate survey, we identified the need to improve our training strategies. In order to meet the expectations and needs from the perspective of employees, it was decided to apply the VOC (Voice of Customer) methodology, for a better understanding of the real training needs of employees.

Goal The main objective of the training program was to improve staff satisfaction with specific knowledge, collect and analyze feedback, promote continuous training, and proactively respond to problems.

Method Initially, interviews were conducted to assess the level of knowledge of employees about equipment, routines and processes. Based on these answers, the need to conduct basic training was identified for areas in which there was a majority indicating a lack of knowledge or experience.

In the following years, a more agile method of collecting information through forms was adopted, allowing the identification of specific areas that needed training. The analysis of these data enabled the elaboration of punctual and technical training for employees who indicated their ability to respond to basic calls after receiving training in the previous year.

Findings A significant aspect of this process was the progressive increase in the level of employee responses in relation to the equipment that had been trained in the last three years. There has been a remarkable evolution, indicating a change in perspective on the part of employees. Previously, more than 30% of the responses indicated that they only had basic knowledge about the equipment, but over time, these responses evolved into a feeling of confidence and ability to handle this equipment more effectively. Today, more than 50% of the team feels that they have knowledge and are able to solve complex problems related to the trained equipment.

Conclusion This change in perception is a direct reflection of the positive impact of the training carried out, demonstrating that the training efforts are having an effect and providing a real increase in the knowledge and competence of employees. This evolution in responses not only validates the effectiveness of training based on the VOC methodology, but also highlights the importance of continuously investing in staff development and training. Thus, a culture of continuous learning and improvement is promoted within the organization, resulting in a more qualified team that is satisfied with its activities