IMPROVING CORPORATE COACHING THROUGH STRUCTURED FEEDBACK AND POSITIVE REINFORCEMENT IN A TELEMARKETING SETTING

Abstract

This study investigates the effects of structured feedback and positive reinforcement on coaching quality within a telemarketing company. A corporate audit template was developed, consisting of five competency levels, allowing superior managers to provide personalized feedback to intermediate managers on the quality of their action plans for enhancing agents' performance. Additionally, five custom-designed badges, resembling the order of colors on karate belts, were implemented to publicly recognize the coaching quality of intermediate managers. These badges served as positive reinforcement for adhering to the criteria outlined in the audit template. Results revealed a significant improvement in coaching quality, as measured by the audit template, from pre-treatment to post-treatment and during a three-month follow-up period. The study also emphasizes the importance of utilizing scientific psychology to enhance performance beyond traditional methods such as in-class learning.