Personality factors that influence call centre executives work performance at a bank / Norliyana Zaidi

• Main Author: Zaidi, Norliyana
• Format: Student Project
• Language: English
• Published: 2014
• Subjects: Personnel management. Employment management; Job analysis; Performance standards
• Online Access: https://ir.uitm.edu.my/id/eprint/70765/1/70765.pdf; https://ir.uitm.edu.my/id/eprint/70765/

The challenge of retaining or sustaining high performing call centre executives is demanding. To carry out a job well done in a particular workplace does not only rely on the working environment or one's expectations. This is because researchers have shown that job performance is also highly affected by personality factors of an individual. Therefore, this study aims to focus on determining the relationship between personality factors and performance using service performance indicators and additionally, study the role of emotional exhaustion in this relationship in the context of call centre. By using a structured questionnaire, 100 call centre executives were surveyed in one call centre in a company in the financial industry.