'n Bedryfsielkundige ondersoek na die verband tussen emosionele intelligensie en werksprestasie in die oproepsentrum-omgewing

[摘要] ENGLISH ABSTRACT:Worldwide call centres are being used by organisations to provide services andproducts to their clients in an immediate, interactive and cost-effective way. Takinginto consideration the characteristics of call centres, the important contribution theymake to the economical success of present day organisations, as well as the demandsthat this environment makes on employees, the question arises whether emotionalintelligence is related to performance in call centres.A literature study of the nature and extent of emotional intelligence, with specificreference to the workplace, was carried out. Focus was further placed on call centresand the influence emotional competencies have on success in this environment.Emotional intelligence is conceptualised, as competencies that may enable individualsto use emotions to their advantage to achieve desired outcomes. In the literatureemotional intelligence is regarded as a factor that influences an individual'sperformance. The primary goal of this study was to determine whether there is arelationship between emotional intelligence and performance in the call centreenvironment.The sample in this study is compiled of 135 call centre agents, working respectivelyin client service, sales and administrative environments, in a life assurance company.A questionnaire consisting of biographical items, the Emotional CompetencyInventory and a performance rating, was used to obtain the necessary data from thesubjects.rThe results of this study revealed that a statistically significant and positivecorrelation exists between emotional intelligence and performance in call centres. Nostatistical significant difference was found between the correlation of emotionalintelligence and performance in the respective call centre environments of clientservice, sales and administration. A positive and statistically significant correlationwas found between performance and the four areas of emotional intelligence, namelyself-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the studysuggest no statistically significant difference between the respective call centreenvironments. It was also established which combination of emotional competenciesserves as best predictors of performance in the call centre environment.The main objectives of this study were successfully achieved. General conclusionsand possible explanations for the above-mentioned findings are presented. Finally theimplementation value of the study is discussed and recommendations for futureresearch are made.

[发布机构] Stellenbosch University