Predictive Human Resource Analytics and Employee Satisfaction in Global System Mobile Network (GSM) Call Centres in Nigeria.
Vol.6 Issue 1
This study examined the influence of predictive human resource (HR) analytics on employee satisfaction in Global System Mobile Network (GSM) Operators’ call centres in Nigeria. It is a macro level and a cross-sectional survey that adopted a quantitative approach. A structured questionnaire was used to gather data and the population comprised of four major GSM operators in Nigeria. The total of 102 study participants were purposively drawn from managerial employees of the GSM operators’ call centres. With the aid of the SPSS 21.0, a multiple regression was used to ascertain how predictive HR analytics models (retention regression model and utilization programming models) ranked in influencing employee satisfaction. The result showed that retention regression model, while ranking more than utilization programming model, had a strong positive influence on employee retention. It equally found that utilization programming model had a negative influence on employee satisfaction. It also found that, the predictive HR models manifested adequately in the call centres while employee satisfaction was low. It therefore, recommended that, for the GSM call centres in Nigeria to leverage fully on the power of predictive HR analytics, and improve their employee satisfaction, they need to relax the content of their utilization model.
