When you train your staff, make sure everyone completes a Stop-Start-Continue sheet at the end of the training sessions. The best way to do this is to take a standard page and split it into 3 with the heading STOP – where agents write a note to say what they will stop doing (e.g. negative language), START – where agents write what they will start to do (e.g. confirming customers details) and CONTINUE – where agents write what they sometimes do that is good and will do more of (e.g. ask permission to put the caller on hold).
Make sure the agents give you or the training manager a copy so you can track their actions. It’s simple but very effective!