Thesis (MA.)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Worldwide call centres are being used by organisations to provide services and
products to their clients in an immediate, interactive and cost-effective way. Taking
into consideration the characteristics of call centres, the important contribution they
make to the economical success of present day organisations, as well as the demands
that this environment makes on employees, the question arises whether emotional
intelligence is related to performance in call centres.
A literature study of the nature and extent of emotional intelligence, with specific
reference to the workplace, was carried out. Focus was further placed on call centres
and the influence emotional competencies have on success in this environment.
Emotional intelligence is conceptualised, as competencies that may enable individuals
to use emotions to their advantage to achieve desired outcomes. In the literature
emotional intelligence is regarded as a factor that influences an individual's
performance. The primary goal of this study was to determine whether there is a
relationship between emotional intelligence and performance in the call centre
environment.
The sample in this study is compiled of 135 call centre agents, working respectively
in client service, sales and administrative environments, in a life assurance company.
A questionnaire consisting of biographical items, the "Emotional Competency
Inventory" and a performance rating, was used to obtain the necessary data from the
subjects.
rThe results of this study revealed that a statistically significant and positive
correlation exists between emotional intelligence and performance in call centres. No
statistical significant difference was found between the correlation of emotional
intelligence and performance in the respective call centre environments of client
service, sales and administration. A positive and statistically significant correlation
was found between performance and the four areas of emotional intelligence, namely
self-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the study
suggest no statistically significant difference between the respective call centre
environments. It was also established which combination of emotional competencies
serves as best predictors of performance in the call centre environment.
The main objectives of this study were successfully achieved. General conclusions
and possible explanations for the above-mentioned findings are presented. Finally the
implementation value of the study is discussed and recommendations for future
research are made. / AFRIKAANSE OPSOMMING: Oproepsentrums word wereldwyd deur organisasies aangewend om hul kliente op 'n
onmiddellike, interaktiewe en koste-effektiewe wyse van dienste en produkte te
voorsien. Teen die agtergrond van die kenmerke van oproepsentrums, die
betekenisvolle bydrae wat dit tot die ekonomiese sukses van vandag se organisasies
lewer, asook die eise wat hierdie omgewing aan werknemers stel, ontstaan die vraag
of emosionele intelligensie met werksprestasie in oproepsentrums verb and hou.
'n Literatuurstudie oor die aard en omvang van emosionele intelligensie, met
spesifieke verwysing na die werksplek, is uitgevoer. Verder is op oproepsentrums en
die invloed van emosionele bevoegdheid op die werksukses in hierdie omgewing
gefokus.
Emosionele intelligensie word gekonseptualiseer as bevoegdhede wat individue in
staat mag stel om emosie tot hul voordeel aan te wend ten einde die verlangde
uitkomste te bereik. Emosionele intelligensie word in die literatuur as 'n faktor wat 'n
invloed op 'n persoon se werksprestasie kan he geidentifiseer. Die primere
doelstelling van hierdie studie was om te bepaal of daar 'n verband tussen emosionele
intelligensie en werksprestasie in die oproepsentrum-omgewing bestaan.
Die steekproef in hierdie studie bestaan uit 135 oproepsentrum-agente in 'n
lewensversekeringsmaatskappy wat onderskeidelik in klientediens, verkoops- en
administratiewe omgewings werksaam is. Daar is van 'n vraelys bestaande uit
biografiese items, die "Emotional Competency Inventory" en 'n werksprestasietelling,
gebruik gemaak om die nodige inligting van die proefpersone te bekom.
Die resultate van hierdie ondersoek toon dat daar 'n statisties beduidende en positiewe
verband tussen emosionele intelligensie en werksprestasie in oproepsentrums bestaan.
Geen statisties beduidende verskil is aangetref tussen die korrelasies van emosionele
intelligensie en werksprestasie in die onderskeie oproepsentrum-omgewings, naamIik
klientediens, verkope en administrasie, nie. 'n Positiewe en statisties beduidende
verb and is gevind tussen werksprestasie en die vier areas van emosionele intelligensie, naamlik selfbewussyn, selfbestuur, sosiale bewussyn en sosiale
vaardigheid. Ten opsigte van die gemiddelde tellings van emosionele intelligensie en
werksprestasie dui die resultate van die studie op geen statisties beduidende verskille
in die onderskeie oproepsentrurn-omgewings rue. Verder is vasgestel watter
kombinasie van emosionele bevoegdhede as die beste voorspellers van werksprestasie
in die oproepsentrum-omgewing funksioneer.
Die vemaamste doelstellings van hierdie studie IS suksesvol bereik. Algemene
gevolgtrekkings en moontlike verklarings vir bogenoemde bevindings word
aangebied. Laastens word die implementeringswaarde van die studie bespreek en
aanbevelings vir verdere navorsing gedoen.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:sun/oai:scholar.sun.ac.za:10019.1/52351 |
| Date | 07 1900 |
| Creators | Nel, Heidemarie |
| Contributors | De Villiers, W.S., Stellenbosch University. Faculty of Faculty of Arts and Social Sciences. Dept. of Psychology. |
| Publisher | Stellenbosch : Stellenbosch University |
| Source Sets | South African National ETD Portal |
| Language | af_ZA |
| Detected Language | English |
| Type | Thesis |
| Format | 203 p. : ill. |
| Rights | Stellenbosch University |
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