The relationship between personality traits and work performance of call centre agents
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Authors
Van Der Linde, El-Karien
Issue Date
2005-11
Type
Dissertation
Language
en
Keywords
Personality , Work performance , Call centre agents , Customer Contact Questionnaire (CCSQ 7.2) , Work performance management , Incentive , Work performance measurement , Trait theory , Factor analytical approach
Alternative Title
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.
Description
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>