Predicting performance at call-centres: Work climate, exercise frequency and temperance

Abstract

Most call-centres define performance as the percentage of the scheduled “time on the phone”. This type of work design imply unfavourable working conditions, e.g., affecting learning how to cope with the rapid changes in working life. A total of 106 agents reported their perceptions about their work climate along self-reports of well-being, positive individual characteristics (e.g., virtues and strengths of character) and frequency of physical activity. Performance was measured each day over a six-month period by the same program handling the calls. Even when controlling for work climate variables and well-being, high performance was predicted by the virtues of Temperance and Wisdom and also exercise frequency. The study highlights the importance of strengths of character such as self-control, prudence and humility (i.e., the virtue of Temperance) among call centre agents, and also the effect of frequent physical exercise on performance in this type of working environment.