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A study of the relationship between emotional intelligence and performance in UK call centres

A study of the relationship between emotional intelligence and performance in UK call centres
A study of the relationship between emotional intelligence and performance in UK call centres
Within business the organisational concept of call centres has developed rapidly. Within the UK the use and development of these centres has grown at a significant rate over the last decade. The economic benefits of this organisational concept have been threatened by the nature of the work and operating environment leading to high levels of attrition with associated recruitment, training and loss of productivity costs. As a result much effort has been focused on recruitment criteria and selection processes. In reviewing the criteria it is clear that many overlap with elements from within the concept of emotional intelligence (EI). This research note reports a study designed to explore the relationship between the EI of call centre agents (using the EIQ measure developed by Dulewicz and Higgs, and ratings of their performance. A sample of 289 agents from three organisations was studied. Results included a strong relationship between overall EI and individual performance, as well as between several EI elements from the model and performance. Furthermore, a relationship between age and performance was established along with a number of gender differences. The practical implications of these findings are discussed along with the study limitations. Further areas for research are identified including differences between agents in reaction and proactive roles and relationships to more direct measures of agent attrition.
call centres, individual psychology, performance measures, united kingdom
0268-3946
442-454
Higgs, Malcolm
bd61667f-4b7c-4caf-9d79-aee907c03ae3
Higgs, Malcolm
bd61667f-4b7c-4caf-9d79-aee907c03ae3

Higgs, Malcolm (2004) A study of the relationship between emotional intelligence and performance in UK call centres. Journal of Managerial Psychology, 19 (4), 442-454. (doi:10.1108/02683940410537972).

Record type: Article

Abstract

Within business the organisational concept of call centres has developed rapidly. Within the UK the use and development of these centres has grown at a significant rate over the last decade. The economic benefits of this organisational concept have been threatened by the nature of the work and operating environment leading to high levels of attrition with associated recruitment, training and loss of productivity costs. As a result much effort has been focused on recruitment criteria and selection processes. In reviewing the criteria it is clear that many overlap with elements from within the concept of emotional intelligence (EI). This research note reports a study designed to explore the relationship between the EI of call centre agents (using the EIQ measure developed by Dulewicz and Higgs, and ratings of their performance. A sample of 289 agents from three organisations was studied. Results included a strong relationship between overall EI and individual performance, as well as between several EI elements from the model and performance. Furthermore, a relationship between age and performance was established along with a number of gender differences. The practical implications of these findings are discussed along with the study limitations. Further areas for research are identified including differences between agents in reaction and proactive roles and relationships to more direct measures of agent attrition.

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More information

Published date: 2004
Keywords: call centres, individual psychology, performance measures, united kingdom

Identifiers

Local EPrints ID: 51420
URI: http://eprints.soton.ac.uk/id/eprint/51420
ISSN: 0268-3946
PURE UUID: c5885dbf-d5a9-4307-a418-62b41bb0dbe3
ORCID for Malcolm Higgs: ORCID iD orcid.org/0000-0002-9032-0416

Catalogue record

Date deposited: 10 Jun 2008
Last modified: 16 Mar 2024 03:57

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