Examining Human Performance in Relation to Human Abilities and Organizational Commitment among Call Center Rectuiters

The objective of this research was to determine if a relationship exists among human performance, human abilities and organizational commitment among call center recruiters. Employee turnover is a well-known problem and financial burden to any organization through the cost of recruitment, training, lost productivity, new hire, and cost of lost sales that ultimately affects a company's bottom line. When an employee leaves an organization, the cost incurred can sometimes be a consequence of their job performance. Research indicates there are relationships between job performance and human abilities, as well as job performance and organizational commitment. Given these relationships, if human resources personnel could predict performance of an employee using a method that identifies critical human abilities for successful completion of a job and its association with organizational commitment, then consequently, costs associated with employee turnover could be minimized. In this quantitative study, the Fleishman Human Ability Taxonomy (FHAT) technique was applied to the work of call center recruiting across various organizations to determine predictors of successful performance. The participants in this study included 15 call center recruiters, from Swift Transportation, Inc., and 30 from the U.S. Navy Cyberspace Recruiting Command. Multiple regression analysis was performed to determine the relevant human abilities needed for job performance. The findings of this study showed a significant relationship between human performance and Fleishman Human Abilities. More specifically, a linear relationship was established between recruiting results and human abilities composite test scores with a correlation value of .521 at p < .000 significance level. Further findings showed when examining human abilities test scores independently against recruiting results the finding showed statistical significance at p < .05. The human ability, perceptual speed, was found to be the dominant variable in the regression model and sole predictor of recruiting results. The results of the current study validated the use of FHAT in predicting performance and identifying significant relationships between human performance and human abilities. The findings of this research may be helpful to companies that employ call center recruiters because of the high turnover rate that plagues their industry and the financial burdens to the bottom line. Therefore, the study outcome concluded that human abilities can be used to predict performance of call center recuiters and as a result, turnover cost could be minimized.