Magister Commercii - MCom / The increasing demand for client-centred services in a highly competitive business environment has resulted in a substantial increase in the number of call centres world wide (Knight 2004 cited in Carrim, Basson & Coetzee, 2006; Nel & De Villiers 2004 cited in Carrim et al., 2006; Williams, 2000 cited in Carrim et al., 2006). According to Holdsworth and Cartwright (2003); Malhotra and Mukherjee (2004); Singh and Goolsby (1994), the work of a customer service representative is seen as one of the ten most stressful jobs in the present-day world economy. Customer service representatives are highly susceptible to elevated levels of stress and burnout, more so than in any other work environment. Within the call centre environment specifically, turnover has been identified as one of the most pressing problems in terms of scope (levels or percentages of turnover), cost and productivity (O’Herron, 2003 cited in Spies, 2006). Factors that lead to unhappiness in call centres are, inter alia, the monotony and repetitiveness of the job content. This situation is aggravated by lack of opportunities for promotion and by stress (Worldroom Digest, 2004 cited in Carrim et al., 2006). In addition, Hochschild (1983) posits that organisations in the service industry do not hesitate to “commercialize” employees’ emotions as a means to attract and retain customers. Research suggests that service providers are under implicit and explicit pressure to regulate their emotions as a tool to lure customers into patronizing the organisation. In recent studies, several key factors were identified that are commonly associated with turnover intention among customer service representatives, namely, work overload, monitoring and surveillance of employees, competing management goals, upward career movement, lack of skill variety, and emotional labour (Cordes & Dougherty, 1993; Deery et al., 2002; Deery & Kinnie, 2004; Holman, 2004; Singh, 2000; Zapf, Isic, Bechtoldt & Blau, 2003). If not dealt with appropriately, stress, burnout and emotional labour can increase the turnover rate, which accordingly can be damaging to the organisation. The current research was conducted at an outbound call centre in a retail organisation in the Western Cape. The sample comprised of a hundred and sixty three call centre employees who are employed in the collections/outbound department. Convenience sampling was utilised. A self-developed Biographical Questionnaire, the Maslach Burnout Inventory (Maslach & Jackson, 1981), the Emotional Labour Scale (Brotheridge & Lee, 2003), the Experience of Work and Life Circumstances Questionnaire (Van Zyl &Van der walt, 1994), and the Turnover Intentions Questionnaire (Roodt, 2004) were used to collect the data. The data was analysed using SPSS and the results were interpreted by means of descriptive and inferential statistics (the Pearson Product-Moment Correlation Coefficient, T-Test, Analysis of Variance (ANOVA) and Multiple Regression Analysis. The results indicate that there is a moderate relationship between stress and intention to leave the organisation amongst the sample of employees. There was also a significant relationship between burnout and intention to leave the organisation. Moreover, there was a significant relationship between emotional labour and intention to leave the organisation. Further findings of the current study are: there are significant differences in stress based on employees’ gender and tenure, a significant difference in burnout with regards to gender and employment type, and significant differences between emotional labour based on gender and tenure. However, no significant difference was found between burnout and tenure, nor was there a significant difference between emotional labour and employment type. Recommendations are made to alleviate the effects of stress on call centre employees which in turn, will minimise the effects of burnout and emotional labour. Recommendations included the development of wellness programmes, stress management programmes, coping programmes and effective communications as a mean to shape employee perceptions regarding their interpretation of organisational demands, threats or opportunities and to enhance call centre employees’ performance within their work. / South Africa

Diplomová práce pojednává o problematice měnových opcí. Zaměřuje se na jejich charakteristiku, vlastnosti a metody oceňování. Dále jsou zde uvedeny některé opční strategie a též i nejdůležitější exotické opce.

This diploma thesis deals with the process of recruiting and selecting staff from the personnel management point of view. The thesis describes the Czech Republic and New Zealand, characterizes their banking systems, analyses the process of recruiting and selecting for the position of Customer Service Representative, Phone Assist and Cards Inbound into the Call Centre Group at two international banks operated on the different parts of the world and on the different labour markets. At the end, it indicates strengths and weaknesses and suggests some recommendation for more efficient process by using the theoretical knowledge.

The purpose of this study was to explore what effect manager involvement in the delivery of training has on employee learning (transfer of learning) and on student behavior after training (transfer of training). Study participants were randomly assigned to the experimental and control groups and a customer service training program was delivered with and without manager involvement. Quantitative and qualitative data were collected immediately after training using a retrospective pretest-then/posttest-now instrument developed to measure the participants' perceived transfer of learning. Quantitative and qualitative data were collected approximately 4 weeks after training also using a retrospective pretest-then/posttest-now instrument developed to measure the participants' perceived transfer of training. Quality assurance data generated by the organization for the first full month after the training program was completed were collected to measure the actual transfer of training. A 13-item version of the Marlowe-Crowne Social Desirability Scale (MC-C) was included with the perceived transfer of training survey to measure the potential for self-perception bias with the perceived transfer of learning and the perceived transfer of training data. ANOVA results for the perceived transfer of learning and perceived transfer of training data indicated that there were no statistically significant differences between the experimental and control groups. ANOVA results for the actual transfer of training data mirrored the results found for the perceived transfer of training. The possibility of self-perception bias in using the retrospective pretest-then/posttest-now instruments was recognized as a study concern with MC-C data indicating a much higher level of social desirability with the sample population than with reported non-forensic norms. A slight positive influence on the transfer of learning and on the transfer of training was found when a participant's direct manager was involved in the delivery of training.

Diese Studie präsentiert die Ergebnisse einer Befragung zur Verbreitung von Business Intelligence-Technologien (BI) in der Call Center-Branche. Neben der Erfassung struktureller Daten der Call Center umfasst dies die detaillierte Untersuchung der Bereiche Datenspeicherung, Umgang mit Kundendaten, Einsatz von BI-Technologien sowie die Analyse der Gesprächsqualität.:1 Zur Studie 1.1 Forschungshintergrund der Studie 1.2 Untersuchungsgebiet – BI-unterstützte Prozesse in Call Centern 1.3 Ablauf der Studie 1.4 Aufbau des Fragebogens 1.5 Aufbau der Umfrageauswertung 2 Kommentierte Ergebnisse der Studie 2.1 Strukturdaten 2.2 Datenspeicherung 2.3 Umgang mit Kundendaten 2.4 Einsatz von Business Intelligence-Technologien 2.4.1 Internes Reporting 2.4.2 Monitoring 2.4.3 Data Mining 2.5 Analyse der Gesprächsqualität 2.6 Zusammenfassung der Studienergebnisse 3 Fazit Anhang A – Ergebnisse der Studie im Detail

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. / Industrial & Organisational Psychology / M. Com. (Industrial Psychology)

The objective of the study was to determine whether any relationships exist between personality and the performance of sales staff in a call centre environment. Personality type (measured by the Jung Type Indicator [JTI]) and sales personality type (measured by the Sales Preference Indicator [SPI]) were correlated with sales staff performance in an insurance call centre environment. A quantitative survey was conducted using a sample of N = 146. Correlational and inferential statistical analyses revealed statistically significant positive, although weak, relationships between personality type and the performance of call centre sales staff while statistically significant positive and negative correlations, although weak, were found between sales personality type and the performance of call centre sales staff. More female and black sales staff members were found in the higher performing clusters than in the average and poorer performing clusters. The best subset of personality scales from the JTI that predicted univariate measures of performance were the extroversion-introversion scale and the judging-perceiving scale while the best subset of predictors from the SPI personality scale were the consistent-adaptive scale and the cooperative-competitive scale. Call centre performance criteria are based mainly on quantitative performance criteria. It emerged from the literature review that the call centre sales position is synonymous with emotional labour and it is, thus, recommended that future research should emphasise the importance of emotionally intensive labour and its measurement combined with quantitative performance measures. / Industrial & Organisational Psychology / M.A. (Industrial and Organisational Psychology)

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. / Industrial and Organisational Psychology / M. Com. (Industrial Psychology)

Chez les espèces sociales, les vocalisations transmettent des informations qui participent au maintien et à la survie du groupe. Alors que de nombreuses études se sont intéressées aux informations stables portées par les vocalisations telles que l’identité, peu d’études se sont interrogées sur le rôle des signaux vocaux dans la transmission des informations plus labiles, telles que l’état émotionnel de l’émetteur. Le stress est un bon candidat pour l’étude de l’expression des émotions chez les animaux, puisqu’il est directement mesurable via un dosage de la concentration plasmatique en glucocorticoïdes. Le stress est connu pour modifier les paramètres acoustiques des vocalisations chez les mammifères, mais peu d’études ont traité ce processus chez les oiseaux, qui présentent pourtant des réseaux sociaux complexes. Le but de cette thèse est de déterminer de quelle manière les oiseaux expriment vocalement leur stress, et d’évaluer dans quelle mesure la corticostérone, hormone de stress principale chez l’oiseau, est impliquée dans le phénomène. Je me suis intéressée au Diamant mandarin (Taenopygia guttata), un oiseau chanteur australien au comportement grégaire qui forme des liens d’appariements à vie et prodigue des soins biparentaux à sa progéniture. En administrant de la corticostérone exogène à des oiseaux et en utilisant également des évènements sociaux stressants, nous montrons que les mâles adultes et les poussins expriment leur stress à travers l’émission de cris modifiés dans leur structure, ce qui suggère que la flexibilité des cris chez les oiseaux est plus importante que l’avaient montré des études précédentes. Par une analyse complète des paramètres temporels et spectraux des cris, nous montrons pour la première fois que le stress, par un effet direct de la corticostérone, déclenche l’émission de vocalisations présentant un spectre de fréquence déplacé vers les hautes fréquences. De plus, les receveurs du signal (respectivement les partenaires femelles et les parents) semblent capables de décoder l’information portée par ces cris de stress car ils modifient leur comportement en conséquence. Les processus physiques impliqués dans l’émission de cris modulés par le stress sont également discutés en appliquant la théorie « source-filtre » généralement utilisée chez les mammifères. Enfin, les valeurs adaptatives de ces cris sont également envisagées, en rapport avec le réseau social du Diamant mandarin et les risques de prédation encourus par l’émetteur du signal. Ce travail apporte de nouvelles preuves sur l’expression du stress chez les oiseaux, et propose une étude complète, des signaux physiologiques impliqués dans le stress aux modifications de comportement de l’émetteur, qui déclenchent une réponse adaptative des receveurs du signal / In social species, vocalisations convey information that participates in the maintenance and the survival of the group. While many studies were interested in stable information carried by vocal signals, like identity, fewer studies dealt with their potential role in informing about labile information such as the senders’ emotional state. Stress is a good candidate for the study of the expression of emotions in animals, as it is directly measurable by the plasma levels of glucocorticoïds. Stress is known to modify acoustic parameters of vocalisations in mammals, but few studies studied the process in birds, that also show complex social networks. The aim of this thesis is thus to determine how birds can vocally express their stress and to what extent corticosterone, the main stress hormone in birds, is implicated in this expression. I focused my research on the zebra finch (Taenopygia guttata), a gregarious Australian songbird that form lifelong pairbond and provides biparental care to its young. Using oral administration of exogenous corticosterone but also social stressful events, we show that both adult males and nestlings can express their stress through modulations of their calls’ structure, suggesting that flexibility in birds’ vocalisations is higher than previously expected. With a complete analysis of temporal and spectral parameters of calls, we show for the first time that stress evokes the emission of vocalisations with up-shifted frequency spectrum via a direct effect of corticosterone. Moreover, we show that females and parents are able to decode the information carried by stressed-induced calls of respectively their male partner and their young, as they exhibit modifications of behaviour in accordance with the context. The physical processes leading to the emission of stressed-induced vocalisations are discussed by applying the source-filter theory usually used in mammals. Adaptive values are also proposed, in regards with the zebra finch social network and predation risks for the caller. This work gives new evidences about the expression of stress in birds, and proposes a comprehensive study, from the physiological signals involved in stress to the resulting modifications of communication behaviour for the sender, that leads to an adaptive response from the receivers

The objective of the study was to determine whether any relationships exist between personality and the performance of sales staff in a call centre environment. Personality type (measured by the Jung Type Indicator [JTI]) and sales personality type (measured by the Sales Preference Indicator [SPI]) were correlated with sales staff performance in an insurance call centre environment. A quantitative survey was conducted using a sample of N = 146. Correlational and inferential statistical analyses revealed statistically significant positive, although weak, relationships between personality type and the performance of call centre sales staff while statistically significant positive and negative correlations, although weak, were found between sales personality type and the performance of call centre sales staff. More female and black sales staff members were found in the higher performing clusters than in the average and poorer performing clusters. The best subset of personality scales from the JTI that predicted univariate measures of performance were the extroversion-introversion scale and the judging-perceiving scale while the best subset of predictors from the SPI personality scale were the consistent-adaptive scale and the cooperative-competitive scale. Call centre performance criteria are based mainly on quantitative performance criteria. It emerged from the literature review that the call centre sales position is synonymous with emotional labour and it is, thus, recommended that future research should emphasise the importance of emotionally intensive labour and its measurement combined with quantitative performance measures. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology)