Abstract
An investigation into the personality traits of call centre consultants. Despite the fact that nearly all service
organisations in South Africa use call centres to interact with clients, there is limited research detailing the factors
that influence staff turnover. It was therefore decided to investigate the personality traits of call centre consultants who experience work satisfaction. This information could help organisations to maintain an effective approach in managing staff turnover. The Minnesota Satisfaction Questionnaire (MSQ) and Jackson Personality Research Form
(PRF-E) were applied to a sample of 103 persons. The results showed that there was not a unique personality profile in respect of work satisfaction. However, a self-assertive personality type was identified that is dissatisfied with the extent of work variety in call centres.