%0 Journal Article
%T A human capital predictive model for agent performance in contact centres
%A Chris Jacobs
%A Gert Roodt
%J South African Journal of Industrial Psychology
%D 2011
%I AOSIS OpenJournals
%R 10.4102/sajip.v37i1.940
%X 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¨C2009) 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¨C 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. How to cite this article: Jacobs, C., & Roodt, G. (2011). A human capital predictive model for agent performance in contact centres. SA Journal of Industrial Psychology/SA Tydskrif vir Bedryfsielkunde, 37(1), Art. #940, 19 pages. doi:10.4102/sajip.v37i1.940
%K call centres
%K contact centres
%K business process outsourcing (BPO)
%K agent performance
%K call centre performance
%K theoretical study
%K model building approach
%U http://www.sajip.co.za/index.php/sajip/article/view/940