Positive mental attitude and self-confidence. Top performers believe in themselves. They have a very positive attitude about their capabilities and achievements. They are realistic and know what to expect of themselves and their teammates. Intrinsic and extrinsic motivation.
Intrinsic motivation refers to being a self-starter.
It's what motivates people to perform without any expectation of a reward. CSRs do their jobs for the inherent satisfaction of completing calls, doing a good job and knowing they are helping customers. Extrinsic rewards increase performance for a short period of time. Visualization and imagery. What the mind believes, the body achieves.