Positive Reinforcement Works

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Catch agents doing something right.

One of the problems with most quality systems is that they tend to overly focus on the things that agents are doing wrong.

Instead, try to catch agents doing something right. Positive reinforcement is so much more important than negative scoring.

The agent will feel better and should then volunteer areas where they could have done better. This then drives positive change.

Author
Jo Robinson

Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Positive Reinforcement Works

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