Call Centers Performance An Application of Structuration Theory

Wafa Kort and Jamel Eddine Gharbi

Ligue Laboratory, Tunisia

Copyright © 2011 Wafa Kort and Jamel Eddine Gharbi .This is an open access article distributed under the Creative Commons Attribution License unported 3.0, which permits unrestricted use, distribution, and reproduction in any medium, provided that original work is properly cited.

Abstract

The academic field of individual performance is concerned with a large range of multifaceted questions regarding the prediction of individual performance, the assessment issue, or the enhancement and the keeping of a performance value. Current debates have emerged in call centers context. Based on structuration theory, this paper tries to understand the process that leads to individual performance. A case study based on half structured interviews is made at “Téléperformance”. Results show that there are three kinds of determinants: (1) agent features, (2) technological structures and (3) non technological structures shape performance. The relationship between agent features and structures is assumed to be recursive.

Keywords: Individual performance, Structuration theory, Technology.
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