Gender and hardiness as predictors of career adaptability: an exploratory study among Black call centre agents

Abstract

The call centre career poses developmental challenges that require high levels of hardiness and career adaptability. This article explores whether call centre agents' gender and hardiness significantly and positively predicted their career adaptability, and whether women and men differed significantly regarding their hardiness and career adaptability. A cross-sectional survey was conducted with a sample of 409 early-career B l a c k African call centre agents (mean age = 32 years; 66% females). Correlations, stepwise hierarchical regression analysis and the Mann-Whitney U test for significant mean differences were performed to achieve the objective of the study. The results showed that gender significantly predicted career adaptability and that the females had significantly higher levels of career adaptability than their male counterparts. A high sense of hardy control and a low tolerance for unpredictability predicted higher levels of career adaptability. In the light of the paucity of research on the hardiness and career adaptability of Black women and men in the African context, the research contributed valuable new insights that may inform career development interventions for Black call centre agents. The results of the study emphasise the importance of developing call centre agents' hardiness in order to strengthen their career adaptability. The results further indicated that the diverse strengths and growth areas of women and men in terms of developing their career adaptability must be considered in career development interventions.

Exploring employee retention and intention to leave within a call centre

“…Call centre work is associated with minor room for progression and individual growth as vocational development is infrequent in such institutions (Coetzee & Harry, 2015). It is likely that a lack of growth and continuous development may result in boredom and in employee intentions to seek alternative employment elsewhere.…”

“…Döckel et al (2006) emphasised the importance of work-life balance policy by indicating that a flexible work scheduling is necessary, with policies allowing periods away from work for employees to take care of their family matters. Coetzee and Harry (2015) noted that high levels of hardiness and career adaptability are significant aspects that call centre agents can use to balance their lives and their demanding work life. Hardiness is regarded as a set of stress-resilient personality characteristics, whilst career adaptability is the ability to adjust to the working prescriptions and demands of call centre environment (Coetzee & Harry, 2015).…”

“…Coetzee and Harry (2015) noted that high levels of hardiness and career adaptability are significant aspects that call centre agents can use to balance their lives and their demanding work life. Hardiness is regarded as a set of stress-resilient personality characteristics, whilst career adaptability is the ability to adjust to the working prescriptions and demands of call centre environment (Coetzee & Harry, 2015). The call centre environment is characterised by work pressure and high workloads, causing an employee to work longer hours to meet deadlines (Simons & Buitendach, 2013).…”

The Effects of Mentoring Functions on Career Adaptabilities and Career Self-Efficacy: the Role of Career Optimism

“…However, Kanten (2012) asserted that career adaptability levels of student's differ based on their gender, willingness to choice of graduate program and the planning to work in the graduated field or not and the social environment. Coetzee and Harry (2015) suggested that gender and hardiness are significant predictors of career adaptabilities. In addition, Kadir and Deniz (2016) found out career adaptability levels of student's differ based on whether young adults made their departmental choice consciously and they have previous education or training.…”

The Exercise Group Technique on Academic Hardiness in Senior High School Students

“…Exercise techniques contribute to the body's knowledge of the nature of academic hardiness, which can help in developing a better understanding of the variables that affect academic achievement and academic outcomes, such as the success and fulfillment of future work (Coetzee & Harry, 2014). Excersises technique is a method of service in group guidance in the process of Guidance and Counseling.…”