The validation of a test battery for the selection of call centre operators in a communications company

Nicholls, Michelle Lee

dc.contributor.advisor	Viviers, Adriaan Martinus	en
dc.contributor.author	Nicholls, Michelle Lee	en
dc.date.accessioned	2009-08-25T10:49:29Z
dc.date.available	2009-08-25T10:49:29Z
dc.date.issued	2009-08-25T10:49:29Z
dc.date.submitted	2006-11	en
dc.identifier.citation	Nicholls, Michelle Lee (2009) The validation of a test battery for the selection of call centre operators in a communications company, University of South Africa, Pretoria, <http://hdl.handle.net/10500/1087>	en
dc.identifier.uri	http://hdl.handle.net/10500/1087
dc.description.abstract	The purpose of the research was to determine whether personality and measures of ability would significantly predict job performance of call centre operators in a South African communications company. The Customer Contact Styles Questionnaire (CCSQ7.2), the Basic Checking (CP7.1) ability test and the Audio Checking (CP8.1) ability test were completed by operators as the predictors. Supervisors completed the Customer Contact Competency Inventory (CCCI) for 140 operators as a measure of job performance. Performance statistics were obtained for the sample as additional criterion data. Correlations and multiple regression analysis revealed statistically significant small to moderate correlations between the criteria and the predictors. The research was conducted from a concurrent validity perspective. Further research from a predictive validity perspective is suggested in order to substantiate the findings and to improve the generalisability thereof.	en
dc.format.extent	1 online resource (xiv, 160 leaves)
dc.language.iso	en	en
dc.subject	Selection	en
dc.subject	Validation	en
dc.subject	Pychometric testing	en
dc.subject	Personality assessment	en
dc.subject	Ability assessment	en
dc.subject	Concurrent validity	en
dc.subject	Call centre	en
dc.subject	Job analysis	en
dc.subject	Job description	en
dc.subject	Job specification	en
dc.subject.ddc	150.287
dc.subject.lcsh	Employee selection -- Psychological tests
dc.subject.lcsh	Psychometrics
dc.subject.lcsh	Call centers -- Employees -- Psychological tests
dc.subject.lcsh	Personality assessment
dc.subject.lcsh	Employability
dc.subject.lcsh	Job analysis
dc.title	The validation of a test battery for the selection of call centre operators in a communications company	en
dc.type	Dissertation	en
dc.description.department	Industrial and Organisational Psychology	en
dc.description.degree	M.A. (Industrial Psychology)