Agents aren't allowed to slouch in their chairs or move about in their cubicles during their shifts. Quality is achieved through monitoring. Monitoring is used for feedback, so agents learn by hearing their mistakes and receive reinforcement for things they do well. Coaching helps agents improve. Extensive training, usually lasting from three to six weeks, gives agents confidence.
Agents feel like valued assets within the company.
Continuing education teaches agents to be problem solvers. Agents are offered tuition reimbursement for formal training to help them move up to management jobs. Agents may move around in their cubicle as they take calls. Agents may dress as they see fit, as long they don't wear anything blatantly offensive or vulgar.