This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect of organisational identification, job satisfaction and emotions at work. The ability to compete in the global economy will...

Over the past number of years there has been an increasing focus within theHuman Resources Professional and Private sector General Managementcommunity on quantifying the link between robust HR practice and companyperformance. In many organisations people, or human capital, accounts fora...