Abstract

JACOBS, Chris  and  ROODT, Gert. A human capital predictive model for agent performance in contact centres. SA j. ind. Psychol. [online]. 2011, vol.37, n.1, pp.01-19. ISSN 2071-0763.

ORIENTATION: Currently no integrative model exists that can explain the phenomena contributing to agent performance in the South African contact centre industry. RESEARCH PURPOSE:The primary focus of this article was to develop a theoretically derived human capital predictive model for agent performance in contact centres and Business Process Outsourcing (BPO) based on a review of current empirical research literature. MOTIVATION FOR THE STUDY: The study was motivated by the need for a human capital predictive model that can predict agent and overall business performance. Research design: A nonempirical (theoretical) research paradigm was adopted for this study and more specifically a theory or model-building approach was followed. A systematic review of published empirical research articles (for the period 2000-2009) in scholarly search portals was performed. MAIN FINDINGS: Eight building blocks of the human capital predictive model for agent performance in contact centres were identified. Forty-two of the human capital contact centre related articles are detailed in this study. Key empirical findings suggest that person- environment fit, job demands-resources, human resources management practices, engagement, agent well-being, agent competence; turnover intention; and agent performance are related to contact centre performance. PRACTICAL/MANAGERIAL IMPLICATIONS: The human capital predictive model serves as an operational management model that has performance implications for agents and ultimately influences the contact centre's overall business performance. CONTRIBUTION/VALUE-ADD: This research can contribute to the fields of human resource management (HRM), human capital and performance management within the contact centre and BPO environment.

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