Impacto de características pessoais, comprometimento e clima organizacional no desempenho:estudo de caso em uma empresa de tele-atendimento

Abstract

The general objective of this study was investigating the best of model thatexplain of the job performance between telemarketing operator and customer care operator. This study use micro and macro organizational variables, specifically, Organizational Climate, Affective and Calculative Commitment and the Five Global Factors of Personality (Big Five) surveyed by the test of personality 16PF. The research consist an a case study, using a sample of in callcenter company. This company works with 6000 employees no exactly. This sample was 660 employees. Four months after job performance data has been collected using company processes. This job performance separate up four forms: General Performance Note, Produce Note, Quality Assurance, Behavior Note e Number of Sales. The sample is separate up of Telemarketing operator and customer care agents for verify possible difference. The variable was submit at Stepwise Regression Model for verify what is better model that predict Dependents variables. The results appointment for Absence, partners support and rigidness thinks explain 6,19% of Job Performance Note with customer care agents sample. Absence and reward explaining 12,8% of Quality Assurance with telemarketing operator sample. Reward explain 2,5% of Quality Assurance with telemarketing operator sample. Experience and reward explain 2,2% of Quality Assurance with Customer Care Agents. This finds, whit Customer Care Agents, point Absence, Experience, Support of Supervisor and 12 Organization and Control of Climate Explaining 15,3% of Produce Note and with Telemarketing Operator sample, Absence and reward explaining 12,2 % of Productive Note. In Sales Number, Absence and Reward explained 16,6% of this variable. The Reward factor and Absence explain a job performance in Telemarketing Operator sample, maybe because operators have a bonus of Sales and behavior. Among Customer Care Agents, Job Performance has a committed with Supervisor Support, partners support and Absence. This results can be explain because operator need a supervisor support and software support for have a good job performance, and need use information about there job with partners. The absence can be produce with dissatisfaction and other factors, then has to study others models.