Electronic performance support for telephone operators

A research project evaluated the effectiveness of an Electronic Performance Support System (EPSS). The population consisted of 100 telephone operators in the sales and service department of a Dutch bank. The research ascertained that the EPSS was the support available to operators through a large screen monitor at his or her disposal: a tool environment (to process the data) and an information environment (quick access to up-to-date information). A pretest was preceded by eight semistructured interviews from which researchers learned more about the work conditions in the section, working with the tool, and use of the information part in the support system. During observations, observers sat next to working telephone operators. The variables used in this measurement were conversation time and information sources used. A questionnaire asked 24 operators about their motivation, work, and tool and information use. Pretest results suggested that experienced operators used the information component more frequently than novices and that operators were satisfied with the tool, although administrative improvements were suggested. The real improvement would be made in the information component. Posttest results indicated that operators felt a deficiency of standardization in the work. They were very satisfied with the new information component, which was used more frequently than the old. It did not reduce the search for and use of other information sources.