Personality factors that influence call centre representatives work performance in an aircraft industry / Nur Nabilah Moktar

The challenge of retaining and attracting high performing call center employees is essential. Research shown a link between personality factors and job performance generally. Thi study aims to focus on determining the relation hip between personality factors and work performance using service performance indicator and further, to study the role of emotional exhaustion in this relation hip in the context of call center. By using a structured questionnaire, I 00 call center employees were surveyed in one call center in aircraft industries. All of the personality dimension of the five factor model: con cientiousness, agreeableness openness to new experience and neuroticism were significantly related to one or more of the performance measures which resulting in using structural equation modeling when it showed that extraversion/introvert ion wa excepted. Emotional exhaustion mediated the relationship between neuroticism and con cientiousness and intent to turnover.The study identified the mediating role of emotional exhaustion 111 the relationship between personality and performance. The advantage from this study could be used to develop selection strategies, work redesign programs and training that would benefit the organization by reducing employee costs and enhancing employee wellbeing. This study uses service performance assessment data obtained from employees to establish the link between personality factors and work performance of call center department among call center representatives in aircraft industries. Thus, by carefully handle the Big Five Personality Factors; organization will be able to attain its goals be productive, and be effective in competitive business world. Hopefully, the combination of variables investigated can provide a comprehensive model to help improve the work performance in call center.