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Att predicera arbetsprestation hos telekommunikatörer: personlighet och specifika kognitiva förmågor

Szablowski, Natalie LU and Lundberg, Johan LU (2013) PSPT02 20131
Department of Psychology
Abstract (Swedish)
Callcenterbranschen växer kraftigt och flera forskare har uppmärksammat behovet av att identifiera vad som kännetecknar lämpliga kandidater för arbete på callcenters. Syftet med denna studie var att studera huruvida verbal förmåga, numerisk förmåga och personlighet, utifrån femfaktormodellen, predicerar typisk arbetsprestation hos anställda (N=100) på ett inkommande callcenter. Arbetsprestation operationaliserades genom måtten försäljning, effektivitet och first time resolution. Verbal förmåga, numerisk förmåga och personlighet operationaliserades genom de tre arbetspsykologiska testen scales verbal instruct, scales eql och shapes basic. Studien baserades på en reell rekryteringsprocess på ett callcenter. Bivariata regressionsanalyser... (More)
Callcenterbranschen växer kraftigt och flera forskare har uppmärksammat behovet av att identifiera vad som kännetecknar lämpliga kandidater för arbete på callcenters. Syftet med denna studie var att studera huruvida verbal förmåga, numerisk förmåga och personlighet, utifrån femfaktormodellen, predicerar typisk arbetsprestation hos anställda (N=100) på ett inkommande callcenter. Arbetsprestation operationaliserades genom måtten försäljning, effektivitet och first time resolution. Verbal förmåga, numerisk förmåga och personlighet operationaliserades genom de tre arbetspsykologiska testen scales verbal instruct, scales eql och shapes basic. Studien baserades på en reell rekryteringsprocess på ett callcenter. Bivariata regressionsanalyser genomfördes med testresultaten och arbetsprestationsmåtten. Gällande verbal och numerisk förmåga hittades endast ett signifikant reslutat, där numerisk förmåga predicerade arbetsprestation, vilket avvek från tidigare forskning som har identifierat dessa förmågor som starka prediktorer till arbetsprestation. Resultaten gällande personlighet visade att prediktiv validitet delvis förelåg och att personlighetsfaktorn emotionell stabilitet var den starkaste prediktorn i förhållande till arbetsprestation. Studien har ett praktisk värde för testleverantörer och testanvändare. Detta i form av kunskap kring egenskaper som utmärker framgångsrika telekommunikatörer. (Less)
Abstract
Call centres is a rapidly growing industry and several researchers have recognized the need to identify the characteristics of suitable candidates for work in call centres. The purpose of this study was to study whether verbal ability, numerical ability and personality based on the five factor model, predicts typical job performance of employees (N=100) in an inbound call centre. Job performance was operationalized by the measures sales, efficiency and first time resolution. Verbal ability, numerical ability and personality were operationalized by three psychometric tests; scales verbal instruct, scales eql and shapes basic. The study was based on a real recruitment process to a call centre. Bivariate regression analyzes were conducted... (More)
Call centres is a rapidly growing industry and several researchers have recognized the need to identify the characteristics of suitable candidates for work in call centres. The purpose of this study was to study whether verbal ability, numerical ability and personality based on the five factor model, predicts typical job performance of employees (N=100) in an inbound call centre. Job performance was operationalized by the measures sales, efficiency and first time resolution. Verbal ability, numerical ability and personality were operationalized by three psychometric tests; scales verbal instruct, scales eql and shapes basic. The study was based on a real recruitment process to a call centre. Bivariate regression analyzes were conducted with the test results and the job performance measures. Concerning verbal and numerical ability, only one significant relation was identified, between numerical ability and job performance. This differs from earlier research which has identified these abilities as strong predictors of job performance. Results concerning personality showed that predictive validity partially exists and that the personality factor emotional stability was the strongest predictor of job performance. The study has a practical value for test providers and test users consisting of knowledge about what characterizes successful call centre operators. (Less)
Please use this url to cite or link to this publication:
author
Szablowski, Natalie LU and Lundberg, Johan LU
supervisor
organization
course
PSPT02 20131
year
type
H3 - Professional qualifications (4 Years - )
subject
keywords
callcenter, arbetsprestation, verbal förmåga, numerisk förmåga, personlighet
language
Swedish
id
3911685
date added to LUP
2013-07-10 15:36:49
date last changed
2013-07-10 15:36:49
@misc{3911685,
  abstract     = {Call centres is a rapidly growing industry and several researchers have recognized the need to identify the characteristics of suitable candidates for work in call centres. The purpose of this study was to study whether verbal ability, numerical ability and personality based on the five factor model, predicts typical job performance of employees (N=100) in an inbound call centre. Job performance was operationalized by the measures sales, efficiency and first time resolution. Verbal ability, numerical ability and personality were operationalized by three psychometric tests; scales verbal instruct, scales eql and shapes basic. The study was based on a real recruitment process to a call centre. Bivariate regression analyzes were conducted with the test results and the job performance measures. Concerning verbal and numerical ability, only one significant relation was identified, between numerical ability and job performance. This differs from earlier research which has identified these abilities as strong predictors of job performance. Results concerning personality showed that predictive validity partially exists and that the personality factor emotional stability was the strongest predictor of job performance. The study has a practical value for test providers and test users consisting of knowledge about what characterizes successful call centre operators.},
  author       = {Szablowski, Natalie and Lundberg, Johan},
  keyword      = {callcenter,arbetsprestation,verbal förmåga,numerisk förmåga,personlighet},
  language     = {swe},
  note         = {Student Paper},
  title        = {Att predicera arbetsprestation hos telekommunikatörer: personlighet och specifika kognitiva förmågor},
  year         = {2013},
}