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Positive Reinforcement Works

Published On: 20th May 2014 08:00 - Modified: 10th Dec 2020

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 is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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Positive Reinforcement Works

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