Personality and Job Performance in an Outbound Call Center

A criterion-related validation study by Pamela Y. Skyrme investigates the Big Five personality factors for predicting employee performance. The research uses two independent samples to correlate personality traits with objective productivity and subjective training performance for outbound call center representatives. It addresses a gap in published literature regarding personality test validity for this specific job role.

Use Cases

• Predicting employee productivity based on Conscientiousness, Emotional Stability, and Agreeableness scores.
• Evaluating new hire training performance based on Conscientiousness, Emotional Stability, Extraversion, and Openness to Experience.
• Conducting a criterion-related validation study of the Big Five personality taxonomy for a specific job group.
• Analyzing the relationship between personality variables measured by the Performance Perspectives Inventory and job performance metrics.

Strengths

• Study design includes two independent samples for validation.
• Uses both objective (productivity) and subjective (training performance) criteria for analysis.
• Focuses on a specific, under-researched job role: outbound call center representatives.

Limitations

• Column-level documentation is absent; field semantics must be inferred after download.
• Row count is unknown, which may limit suitability assessment.
• Data may reflect temporal or methodological bias inherent to the original academic study.

Provenance

Source

Pamela Y. Skyrme

Collection Method

Academic study using the Performance Perspectives Inventory to measure personality variables.