An empirical study on the impact of personality traits on call center service performance and turnover intention of call agentss

Abstract

This study aims at identifying personality traits of call agents which impact the service performance of call centers and their turnover intention. A proposed research model includes seven personality factors: conscientiousness, agreeableness, emotional stability, extroversion, openness to experience, internal locus of control and external locus of control. The study utilizes the convenient sampling with 197 questionnaires answered by respondents who are call agents and supervisors at the four call centers of the mobile telecommunication industry in Ho Chi Minh City. The results show that conscientiousness and emotional stability have positive impacts on call center service performance and negative impacts on turnover intention; whereas, external locus of control has negative impact on call center service performance. In addition, external locus of control and openness to experience are two factors having positive impacts on turnover intention.

Keywords

• đặc điểm tính cách
• dịch vụtổng đài
• hiệu quảdịch vụ
• ý định thôi việc