The impact of job design on debt collection performance in a Mexican contact center

Controversy exists over the appropriate job design in call centers to maximize performance. This quantitative, quasi-experimental study determined significant differences in job design of the Scientific Production Line Model (SPLM) and the Alignment High Involvement Model (AHIM) on debt collection performance of 60 Customer Service Representatives (CSRs) at a contact center of a major financial services company in Mexico. The first hypothesis, examined the impact of job design on CSR productivity, indicating that job design significantly influences collector productivity. The second hypothesis showed an insignificant impact of job design on CSR effectiveness. The unique contribution of the study was a collection model that applied the SPLM job design to enhance collection productivity and effectiveness.