A human capital predictive model for agent performance in contact centres
Orientation: Currently no integrative model exists that can explain the phenomena contributing to agent performance in the South African contact centre industry. Research purpose: The primary focus of this article was to develop a theoretically derived human capital predictive model for agent perfor...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
AOSIS
2011-10-01
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| Series: | SA Journal of Industrial Psychology |
| Subjects: | |
| Online Access: | https://sajip.co.za/index.php/sajip/article/view/940 |
| _version_ | 1819001878323658752 |
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| author | Chris Jacobs Gert Roodt |
| author_facet | Chris Jacobs Gert Roodt |
| author_sort | Chris Jacobs |
| collection | DOAJ |
| description | Orientation: Currently no integrative model exists that can explain the phenomena contributing to agent performance in the South African contact centre industry.
Research purpose: The primary focus of this article was to develop a theoretically derived human capital predictive model for agent performance in contact centres and Business Process Outsourcing (BPO) based on a review of current empirical research literature.
Motivation for the study: The study was motivated by the need for a human capital predictive model that can predict agent and overall business performance.
Research design: A nonempirical (theoretical) research paradigm was adopted for this study and more specifically a theory or model-building approach was followed. A systematic review of published empirical research articles (for the period 2000–2009) in scholarly search portals was performed.
Main findings: Eight building blocks of the human capital predictive model for agent performance in contact centres were identified. Forty-two of the human capital contact centre related articles are detailed in this study. Key empirical findings suggest that person– environment fit, job demands-resources, human resources management practices, engagement, agent well-being, agent competence; turnover intention; and agent performance are related to contact centre performance.
Practical/managerial implications: The human capital predictive model serves as an operational management model that has performance implications for agents and ultimately influences the contact centre’s overall business performance.
Contribution/value-add: This research can contribute to the fields of human resource management (HRM), human capital and performance management within the contact centre and BPO environment. |
| first_indexed | 2024-12-20T22:56:12Z |
| format | Article |
| id | doaj.art-02e9167323ac4cc6a3aaf630c6644af7 |
| institution | Directory Open Access Journal |
| issn | 0258-5200 2071-0763 |
| language | English |
| last_indexed | 2024-12-20T22:56:12Z |
| publishDate | 2011-10-01 |
| publisher | AOSIS |
| record_format | Article |
| series | SA Journal of Industrial Psychology |
| spelling | doaj.art-02e9167323ac4cc6a3aaf630c6644af72022-12-21T19:24:07ZengAOSISSA Journal of Industrial Psychology0258-52002071-07632011-10-01371e1e1910.4102/sajip.v37i1.940833A human capital predictive model for agent performance in contact centresChris Jacobs0Gert Roodt1University of JohannesburgUniversity of JohannesburgOrientation: Currently no integrative model exists that can explain the phenomena contributing to agent performance in the South African contact centre industry. Research purpose: The primary focus of this article was to develop a theoretically derived human capital predictive model for agent performance in contact centres and Business Process Outsourcing (BPO) based on a review of current empirical research literature. Motivation for the study: The study was motivated by the need for a human capital predictive model that can predict agent and overall business performance. Research design: A nonempirical (theoretical) research paradigm was adopted for this study and more specifically a theory or model-building approach was followed. A systematic review of published empirical research articles (for the period 2000–2009) in scholarly search portals was performed. Main findings: Eight building blocks of the human capital predictive model for agent performance in contact centres were identified. Forty-two of the human capital contact centre related articles are detailed in this study. Key empirical findings suggest that person– environment fit, job demands-resources, human resources management practices, engagement, agent well-being, agent competence; turnover intention; and agent performance are related to contact centre performance. Practical/managerial implications: The human capital predictive model serves as an operational management model that has performance implications for agents and ultimately influences the contact centre’s overall business performance. Contribution/value-add: This research can contribute to the fields of human resource management (HRM), human capital and performance management within the contact centre and BPO environment.https://sajip.co.za/index.php/sajip/article/view/940call centrescontact centresbusiness process outsourcing (BPO)agent performancecall centre performancetheoretical studymodel building approach |
| spellingShingle | Chris Jacobs Gert Roodt A human capital predictive model for agent performance in contact centres SA Journal of Industrial Psychology call centres contact centres business process outsourcing (BPO) agent performance call centre performance theoretical study model building approach |
| title | A human capital predictive model for agent performance in contact centres |
| title_full | A human capital predictive model for agent performance in contact centres |
| title_fullStr | A human capital predictive model for agent performance in contact centres |
| title_full_unstemmed | A human capital predictive model for agent performance in contact centres |
| title_short | A human capital predictive model for agent performance in contact centres |
| title_sort | human capital predictive model for agent performance in contact centres |
| topic | call centres contact centres business process outsourcing (BPO) agent performance call centre performance theoretical study model building approach |
| url | https://sajip.co.za/index.php/sajip/article/view/940 |
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