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 (females =
8eight and male = 4, blacks = 10, colored =2, permanent employees = 12; mean period of service =
3 years). The agents responded to semi-structured interviews. Thematic analysis of the data yielded
the call centre agents to perceive their psychological contracts with the employer to influence their
job security over and above their legal contracts. Call centre agent 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.