Abstract

CATANHEIRA, Filipa  and  CHAMBEL, María José. The Human Resource Management in Call Centres: The Development of a Questionnair. Rev. psicol. trab. organ. [online]. 2012, vol.28, n.1, pp.37-50. ISSN 2174-0534.

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.

Keywords : Call centres; HR practices; qualitative and quantitative methodology.

        · abstract in Spanish     · text in English     · English ( pdf )