The Human Resource Management in Call Centres: The Development of a Questionnair

this article reports on the development of a questionnaire of hr practices in call centres. data were collected in 11 call centres operated by 8 organizations in portugal. construct validity was examined with a confirmatory factor analysis (n=811), which confirmed the 6 factor structure: electronic and traditional monitoring intensity, traditional monitoring content, training, participation and performance-related pay scales. cronbach′s alpha revealed sufficient internal consistency of scales′ scores, except for training and performance-related pay. eight hr managers were interviewed for the inspection of the content and criterion-related validities of the scales. qualitative data showed that hr practices were present and relevant to call centres, but also that there were significant differences that allowed call centres′ characterization in terms of presence/intensity of each hr practice. analysis of variance demonstrates scales′ convergent validity as, in general, employees′ perceptions of hr practices vary across call centres in the predicted ways.