Article

Psychological contract and job security among call centre agents: Preliminary evidence

Published in: Journal of Psychology in Africa
Volume 29 , issue 1 , 2019 , pages: 73–79

DOI: 10.1080/14330237.2019.1568062

Author(s): Nelesh Dhanpat Department of Industrial Psychology and People Management, South Africa , Londi Nemarumane Department of Industrial Psychology and People Management, South Africa , Nyiko Precious Ngobeni Department of Industrial Psychology and People Management, South Africa , Duduzile Nkabinde Department of Industrial Psychology and People Management, South Africa , Sipho Noko Department of Industrial Psychology and People Management, South Africa

Keywords: call centre , expectations , job security , obligations , psychological contract

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Abstract

This study explored call centre agents’ perceived psychological contract and job security in a South African call centre setting. We interviewed a purposive sample of 12 call centre agents (female = 8, male = 4; black = 10, coloured = 2; permanent employees = 12; mean period of service = 3 years). The agents responded to semi-structured interviews. Thematic analysis of the data indicated that the call centre agents perceived their psychological contracts with the employer to influence their job security over and above their legal contracts. Call centre agents’ perceptions of unmet psychological expectations and obligations contributed to their workplace demotivation and disengagement. We propose a preliminary conceptual model for studying psychological contract and job security among call centre agents.

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