Improving telemarketers' performance in the short-run using operant concepts

Telemarketers working a day (N=7) and evening shift (N=7) failed to achieve required rates of calls completed when they worked under a numerical quota system (pre-intervention baseline period). The existing system was analyzed using operant terms and concepts. Then, an operant-based system of individual rewards contingent on meeting a group quota (intervention or treatment system) of one week duration was operationalized during weeks four and five respectively for the day and evening shifts in multiple baseline fashion across the two groups. The operant- based incentive system produced practically and statistically reliable performance increases among day and evening shift telemarketers. Results are discussed in terms of operant schedules of reinforcement, their feedback functions, short term effects of the operant-based incentive system, and the validity and generality of the operant-based incentive system.These data, in various degrees of completeness were presented at the Society for Industrial & Organizational Psychology Meetings, April 1990, Miami Beach, FL and Association for Behavior Analysis meetings May 1990, Nashville, TN.