Call Centers Performance An Application of Structuration Theory

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 “Teleperformance”. 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.