Effect of role-play as a formative assessment technique on job performance

Abstract

The objective of the research was to investigate an improvement in job performance when role-play is used as a training and assessment tool in a sales call centre environment. The research was conducted by means of a competence assessment used at different stages (Quality Assurance Performance Management Questionnaire). The final stage was two weeks after the learners who had qualified to be sales agents had entered a real working environment. At this final stage, calls were retrieved and rated against the Quality Assurance Performance Management Questionnaire (QAPMQ). A sample of 40 novice sales agents (learners) were selected and randomly divided into the control and experimental groups. The research findings indicated that if planned well, role-play can be an effective training and assessment tool.