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- W1515102110 abstract "Call centres is a rapidly growing industry and several researchers have recognized the need to identify the characteristics of suitable candidates for work in call centres. The purpose of this study was to study whether verbal ability, numerical ability and personality based on the five factor model, predicts typical job performance of employees (N=100) in an inbound call centre. Job performance was operationalized by the measures sales, efficiency and first time resolution. Verbal ability, numerical ability and personality were operationalized by three psychometric tests; scales verbal instruct, scales eql and shapes basic. The study was based on a real recruitment process to a call centre. Bivariate regression analyzes were conducted with the test results and the job performance measures. Concerning verbal and numerical ability, only one significant relation was identified, between numerical ability and job performance. This differs from earlier research which has identified these abilities as strong predictors of job performance. Results concerning personality showed that predictive validity partially exists and that the personality factor emotional stability was the strongest predictor of job performance. The study has a practical value for test providers and test users consisting of knowledge about what characterizes successful call centre operators." @default.
- W1515102110 created "2016-06-24" @default.
- W1515102110 creator A5052292690 @default.
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- W1515102110 date "2013-01-01" @default.
- W1515102110 modified "2023-09-27" @default.
- W1515102110 title "Att predicera arbetsprestation hos telekommunikatörer: personlighet och specifika kognitiva förmågor" @default.
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