Training, Technology Capability, and Compensation: The Mediating Role of Agent Performance in Banking Contact Center
Published:
2026-11-02Downloads
Abstract
The banking contact center has become a frontline service channel that depends heavily on both agent competence and digital systems. This study examines whether training and technology capability affect compensation, and whether agent performance mediates these relationships. A quantitative explanatory design was used with agents from a private bank contact center in Jakarta. Data were collected using a structured questionnaire and analyzed with multiple regression, path analysis, and mediation testing. The results show that training and technology capability positively affect agent performance. Both variables also positively affect compensation, while agent performance demonstrates the strongest direct effect. Furthermore, agent performance partially mediates the effect of training on compensation and the effect of technology capability on compensation. These findings suggest that competency investments improve compensation both directly and through enhanced operational outcomes. Contact center managers should therefore treat skill development, technological proficiency, and performance management as interconnected components of the reward system.
Keywords:
Training Technology Capability Agent Performance Compensation Contact CenterReferences
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Copyright (c) 2026 Eka Tofa Kumalasari, Sandra Arfan, Cicih Ratnasih
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