Socio-demographic characteristics as predictors of psychosocial resources of call centre agents

Abstract

This study investigated the socio-demographic predictors of psychosocial resources in call centre agents. A non-probability sample of 409 call centre agents from Nigeria (n = 145, female = 63%, male = 37%) and South Africa (n = 264, female = 72%, male = 28%) were participants (mean age = 45 years, SD = 0.49; single = 62% [Nigeria]; 73% [South Africa]). The call agents completed the Maslach Burnout Inventory (MBI), the Orientation to Life Questionnaire (OLQ), the Assessing Emotions Scale (AES), and the Personal Views Survey (PVS II) in person. Regression analysis results indicated that younger age and married status predicted higher professional efficacy. Longer tenured employees had a higher sense of coherence and challenge, while those with shorter tenure had higher overall hardiness. Human resources departments should provide psychosocial counselling resources differentiated by pertinent socio-demographic characteristics.

Keywords:

• African call centres
• burnout
• emotional intelligence
• hardiness
• socio-demographics
• sense of coherence