Características de desenvolvimento pessoal e critérios de desempenho em televendas

Abstract

The present study aims to investigate relations between personal development characteristics and someone´s performance as a telesales representative, through psycosocial variables of Romero Garcia´s model (1991) and work performance indicators . The research conduced with agentes from an outsourced call center, where we collected a sample of 374 individuals. They answered a nine scales MOTISO made social motivation invertory questionnaire, as well a social-demografhic questionnaire, whereas the performance indicators wete obtained from company´s systems and records. The psycosocial variables of the model used were: Motivation for accomplishment dimension goals, motivation for affiliation (belonging), motivation for power benigne dimension, control locus internality dimension, control locus externality dimension, randominity, optimism, hope active, assertiveness, self-steem; the socio-demographic variables used were: age, gender, shooling, tenure with the company, tenure as an agent in the program (client); performance measures used were: productivity index and quality index. Then we made a descriptive analysis, difference tests among averages and multiple regression. Results show positive high and meaningful correlations between variables of the personal development model, with high scores in the sample of variable for Motivation for accomplishment dimension goals, self-steem, control locus internality dimension, assertiveness, optimism, motivation for power benigne dimension, hope active and smaller scores for control locus externality dimension randominity. However, the correlations between performance variables show little meaningful results which lead us to suppose that there was no linear correlation between motivational variables and performance measures; from this point on, we made an evaluation with only the extreme groups in the sample, as well with two groups we conducted t students tests, in order to compare averages in both the productivity and quality criteria. In the productivity variable we were able to find significant differences (p<0,05) for the active hope and tenure with the company variables. In comparing the quality criteria some significant differences became noticeable for the self-steem, assertiveness, active hope and tenure with the company variables. Results also show a difference in the performance criteria of the company being evaluated, so as to show that operation II have superior indicators in relation to operation I, with leads us to belive that operation II is closer to the cultura menor , even if all individuals belong to the same organization with one only characteristcs and culture. Regression analysis show little power of the variables studied in predicting results obtained by the telesales agents, based on the company they work for. The little explanation for performance can also be understtood as a result of the measuring criteria being external, when also client´s culture of each operation, ating directly on the performance presented, factores which deserve to be futher investigated.