The effect of emotional intelligence on employee professional commintment and employee performance: Call center example

With this research, it was aimed to determine the effect of emotional intelligence on professional commitment and the effect of emotional intelligence on performance. Research data were obtained by conducting the call center personnel. In order to determine the concept of emotional intelligence, which is very important in companies that have large employees, this study; call center employees, 350 employees and their managers were reached. SPSS statistics program was used for data analysis. Frequency analysis was applied to obtain demographic and professional data. Then, scale reliability test was conducted. Afterwards, factor analysis was made for sub-branches. Finally, regression analysis was conducted to determine the relationship between dimensions, which is the main purpose of the study. As a result of the research, except for "optimism", which is one of the three sub-branches of emotional intelligence; emotional intelligence has been found to have an impact on both employee professional commitment and performance. This result confirms that emotional intelligence is effective in work life. Keywords: Emotional Intelligence, Professional Commitment, Performance, Call Center.