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Sales Performance in Call Centers

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Sales Performance in Call Centers

Dagenais, Christian (2011) Sales Performance in Call Centers. Masters thesis, Concordia University.

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Abstract

While extensive research has been done on sales performance, few studies have examined sales performance in call centers. Despite rapid growth in the use of call centers as sales & marketing tools in Canadian companies, research into antecedents of sales performance in this type of environment has not evolved at the same pace.

This thesis will examine antecedents of sales performance in call centers from the perspective of the sales call center employee’s evolution within the organization. Beginning with satisfaction with selection procedures, this study will trace the call center employee’s sales performance through organizational commitment and tenure in order to identify possible antecedents of their sales performance.

The study involved examining satisfaction with selection procedures organizational commitment, tenure and sales performance, within three sales call centers across Canada. Results showed that previously established conclusions on the correlation between satisfaction with selection procedures, commitment and tenure could not be replicated; therefore the link between satisfaction with selection procedures and sales performance could not be demonstrated in this research model. Results did confirm that, organizational commitment and tenure were strongly correlated to sales performance, although organizational commitment and sales performance showed negative correlations where prior research had found positive correlations.

Divisions:Concordia University > John Molson School of Business > Management
Item Type:Thesis (Masters)
Authors:Dagenais, Christian
Institution:Concordia University
Degree Name:M. Sc.
Program:Administration (Management option)
Date:10 November 2011
Thesis Supervisor(s):DYER, LINDA
ID Code:36075
Deposited By:CHRISTIAN DAGENAIS
Deposited On:20 Jun 2012 10:29
Last Modified:15 Nov 2012 17:02
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