The relationship between personality traits and work performance of call centre agents

Van Der Linde, El-Karien

dc.contributor.advisor	Bergh, Ziel C.	en
dc.contributor.author	Van Der Linde, El-Karien	en
dc.date.accessioned	2009-08-25T10:57:21Z
dc.date.available	2009-08-25T10:57:21Z
dc.date.issued	2005-11
dc.date.submitted	2005-11-30	en
dc.identifier.citation	Van Der Linde, El-Karien (2005) The relationship between personality traits and work performance of call centre agents, University of South Africa, Pretoria, <http://hdl.handle.net/10500/1853>	en
dc.identifier.uri	http://hdl.handle.net/10500/1853
dc.description.abstract	The general aim of the research is to determine the relationship between personality traits as measured by the Customer Contact Styles Questionnaire (CCSQ 7.2) and work performance as measured by means of internal company data sources, of call centre agents. Recent literature indicates a significant relationship between personality traits and work performance. The emphasis in this research is on the factor analytical or trait approach of personality. The sample consisted of 300 call centre agents. The relationship between personality traits and work performance is discussed in terms of descriptive statistics, correlations and multiple regression analyses. The results indicate a relationship between the personality traits of analytical thinking, detail consciousness, conscientiousness, structuredness and work performance as measured by the level of financial incentives for call centre agents. This finding could be implemented in the selection and performance management of call centre agents.	en
dc.format.extent	1 online resource ([11], 91, [2] leaves)
dc.language.iso	en	en
dc.subject	Personality	en
dc.subject	Work performance	en
dc.subject	Call centre agents	en
dc.subject	Customer Contact Questionnaire (CCSQ 7.2)	en
dc.subject	Work performance management	en
dc.subject	Incentive	en
dc.subject	Work performance measurement	en
dc.subject	Trait theory	en
dc.subject	Factor analytical approach	en
dc.subject.ddc	658.3125019
dc.subject.lcsh	Call centers -- Employees -- Psychology
dc.subject.lcsh	Call centers -- Officials and employees -- Rating of -- Psychological aspects
dc.subject.lcsh	Psychology, Industrial
dc.title	The relationship between personality traits and work performance of call centre agents	en
dc.type	Dissertation	en
dc.description.department	Industrial and Organisational Psychology	en
dc.description.degree	M. Com. (Industrial Psychology)	en