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http://dx.doi.org/10.5762/KAIS.2020.21.5.466

Analyzing the relationship between employee characteristics and performance in call center organizations: integration of social network analysis and repertory grid technique  

Kim, Jongmyoung (Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology (SEOULTECH))
Geum, Youngjung (Department of Industrial Engineering, Seoul National University of Science and Technology (SEOULTECH))
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.21, no.5, 2020 , pp. 466-475 More about this Journal
Abstract
Current performance evaluation of call center employees is dependent on the number of calls they have resolved, regardless of the individual and social characteristics of employees. However, since call center tasks are highly customer-oriented and emotional laborious, individual capability as well as social characteristics of employees is critical to performance. Therefore, this study analyzed the relationship between employees' individual/social characteristics and their performance. To extract individual characteristics, a repertory grid technique was employed, whereas social network analysis was conducted to extract the social characteristics of employees. Using individual and social characteristics as input variables, multiple regression was conducted to analyze the effect of each variable on performance. As a result, in-degree centrality of dining network, initiative characteristics, open characteristics, and enjoyment of studying were determined to be important variables for performance. This study is expected to be used in both performance management and human resource management of call center practices.
Keywords
Call center; Performance; Regression; Repertory grid technique; Network analysis;
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Times Cited By KSCI : 5  (Citation Analysis)
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