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Validation of a test battery for the selection of call centre operators in a communications company
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| dc.contributor.author | Nicholls, Michelle
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| dc.contributor.author | Viviers, A.M.
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| dc.contributor.author | Visser, Delene
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| dc.date.accessioned | 2014-11-14T13:54:02Z | |
| dc.date.available | 2014-11-14T13:54:02Z | |
| dc.date.issued | 2009-03 | |
| dc.identifier.citation | Nicholls, M., Viviers, A.M. & Visser, D. (2009). Validation of a test battery for the selection of call centre operators in a communications company. South African Journal of Psychology. 39 (1), 19-31. | en |
| dc.identifier.issn | 00812463 | |
| dc.identifier.uri | http://hdl.handle.net/10500/14380 | |
| dc.description.abstract | Our aim was to determine whether personality and ability measures can predict job performance of call centre operators in a South African communications company. The predictors were personality variables measured by the Customer Contact Styles Questionnaire, Basic Checking and Audio Checking ability tests. These measures were completed by 140 operators. Supervisors completed the Customer Contact Competency Inventory for the operators as a measure of job performance. Additional criterion data were utilised by obtaining performance statistics regarding call handling time and quality of responding. Correlations and multiple regression analyses revealed statistically significant small to medium effect size correlations between the predictors and criteria. | en |
| dc.language.iso | en | en |
| dc.title | Validation of a test battery for the selection of call centre operators in a communications company | en |
| dc.type | Article | en |
| dc.description.department | Industrial and Organisational Psychology | en |
