Page No.295-300
Swaha Bhattacharya and Tania Bhattacharya
University of Calcutta, Kolkata.
Call centres are specialist technology intensive offices that are established by
organization in order to deliver services to customers over telephone, replacing or
complementing face to face interaction with public. The aim of the present investigation
was to study the personality pattern of a group of employees of Call Centres of
Kolkata City. A group of 75 employees, 35 male and 35 female were selected as
sample in this investigation. A General Information Schedule and 16 PF Questionnaire
were administered to them. It has been revealed from the findings that the male call
centre employees of Kolkata possess the trait of being discreet, non-disclosing,
shrewd, polished and diplomatic. Beside these traits female employees are found to
be sensitive, aesthetic, sentimental, tender-minded and refined. Both the group has
high concrete thinking and low abstract thinking. Not only this the male and the
female employees have differed in the traits of emotional stability, dominance,
liveliness, openness to change, privateness, apprehension and socially bold and
diplomacy. On the other hand, the female employees are found to be more dominant,
lively and self-reliant.