Corresponding Author: Dewi
Ulfah Arini
E-mail: [email protected]
INTRODUCTION
In the organization's current
development, there are various types of business models, both in services and
manufacturing (Fauzan, 2018). Service companies that provide
human resources are quite extensive with certain uniqueness that helps large
companies achieve their goals and targets (Subyantoro
& Suwarto, 2020). The company provides human services, or it is called
outsourcing. The variety of company demands on employees makes it necessary to
look for unique capabilities to meet existing demands (Julyanthry et al.,
2020). Outsourcing companies with strength in HR are a
driving factor in achieving optimal performance (Devi & Putri,
2019). Apart from the factors of ability, potential, and
systems that support the achievement of work result both from individuals and
organizations (Akbar, 2018). Some things are no less important, namely the will
and motivation of workers to achieve optimal work results (Can & Yasri, 2016). This condition is in line with PT. MIS is a company
that provides telemarketing services needed by large companies that provide
insurance services to achieve targets for both prospective customers and
numbers. Employees will contribute according to the duties and responsibilities
that have been assigned to them in order to achieve the success of the company.
Optimal employee work results will impact the employees themselves as well as
company performance and company image in the eyes of customers.
Enthusiasm and desire to succeed are often motivations
that can affect work results (Meidita, 2019). Motivation is an important thing to pay attention to
because, with motivation, an employee or employee will be able to have high
enthusiasm in carrying out the assigned tasks (Gardjito et al., 2014). Without motivation, an employee cannot fulfill his
duties properly; the work results contributed will not be satisfactory and
perfect as expected, as cited in research (Azis, 2019). Motivation must be owned by an employee and
supported by competence or workability, and skills possessed are thought to
influence work results (Ainanur &
Tirtayasa, 2018). Workability, in this case, is a competency or
competence that a person must have in carrying out work processes (Pasaribu, 2019). An employee can work better with competence in
accordance with the profession or work. However, according to the attached table, this still
needs to be improved.
Table 1. Number of Insurance TSOs and Achievements Per
Quarter 2013
|
Month 2013
|
Total TSO
|
Monthly Target
|
Achievement
|
|
Quarter
1 (January � March)
|
40
|
750
Million Per Month
|
670
Million Per Month
|
|
Quarter
2 (April � June)
|
48
|
950
Million Per Month
|
775
Million Monthly
|
|
Quarter
3 (July - September)
|
56
|
1
Billion Monthly
|
794
Million Monthly
|
|
Quarter
4 (October � December)
|
65
|
1.2
Billion Monthly
|
750
Million Per Month
|
Source: PT. MIS Insurance marketing division data,
2013
The logic is that an increase in the number of
employees should be accompanied by an increase in the monthly work target
premium generated by telemarketing (Klingebiel & Joseph, 2016). The development of the
industrial world is relatively rapid, both services and non-services (Tarantang et al., 2019). If employees succeed in
bringing progress to the company, both parties will reap the benefits (Zurnali & Sujanto, 2020). This is in line with the
statement (Prastowo, 2014), which states that developing
technology forces employees to be able to adapt to these changes quickly. In
support of the performance of telemarketing employees (TSO) at PT. MIS, which
is the spearhead, needs an optimal application system to achieve targets. The
Vinnocomm system is the company's choice because it makes it easier for TSO to
run and presents good customer data, daily target achievement from TSO, and
lack of monthly targets achieved. This phenomenon is the reference for
researchers to research the influence of work motivation and work competence of
ABC insurance TSO on employee performance through the Vinnocomm application at
PT. MIS - Tangerang).
This study aims to determine
the extent to which the influence between competence and work motivation can
affect performance in telemarketing using the Vinnocomm system.
METHODS
In this research
design, namely testing the influence of motivational variables and
telemarketing competence on performance through the Vinnocomm application,
employees of PT. MIS with quantitative methods. Respondents or samples used
were 65 Telemarketing PT. MIS, Tangerang. Conditions and response
characteristics are according to the table below.
Table 1. Characteristics of Respondents by Gender
|
Gender
|
Frequency
|
Percentage
|
|
Man
|
36
|
55 %
|
|
Woman
|
29
|
45 %
|
|
Amount
|
65
|
100%
|
Source: Processed Primary Data, 2014
The data analysis technique
used is the multiple regression analysis technique, in which each instrument of
each variable is tested using a descriptive analysis of the percentage before
the partial effect test is carried out and performed by testing the validity
and reliability.
RESULTS AND DISCUSSION
Validity test
The validity test results were calculated by
comparing the value of the r count (correlated item-total correlation) with the
value of the r table. If r count > r table. r table obtained a value of
0.244. Based on the calculation results above, it is known that 46 items have
validity following the provisions. Where these items are obtained, the
statement value r count above 0.244, meaning that all of these instruments are
valid and do not need to be omitted. Meanwhile, five items have low validity,
namely below the r count with a value of 0.244, namely the Variable Motivation
in the dimension of achievement motivation in the 3rd statement and Affiliation
Motivation in item 14. Then the Competency Variable in the Knowledge dimension
in the statement item, namely the 1st item
5. While the Attitude dimension in statement items 16 and 18 is on Competency
Variables. These invalid items are not used to continue
in the following research process and are said to be invalid.
Reliability
Test
Reliability testing is carried
out only on construct indicators that have gone through validity testing, and
are declared valid. The reliability test used in the SPSS program is the
Cronbach Alpha statistical test. A construct or variable is declared reliable
if it produces a Cronbach Alpha value > 0.60.
Table 2. Cronbach's Alpha Reliability Test Work
Motivation (X1)
|
Reliability
Statistics
|
|
Variable
|
Cronbach's
Alpha
|
|
Motivation
|
.881
|
Table 2 above shows that all indicators of the motivational
variable (x1) in this study have Cronbach's Alpha > 0.60, which means that
all variables are declared reliable.
Table 3. Cronbach's Alpha Cronbach's Competency
Reliability Test (X2)
|
Reliability Statistics
|
|
Variable
|
Cronbach's Alpha
|
|
Competence
|
.760
|
Table 3 above shows that all indicators of
competency variables (x2) in this study have Cronbach's Alpha > 0.60, which
means that all variables are declared reliable.
Table 4. Cronbach's Alpha Reliability Test Performance
Reliability (Y)
|
Reliability Statistics
|
|
Variable
|
Cronbach's Alpha
|
|
Performance
|
.863
|
Table 4 above shows
that all variable performance indicators (y) in this study have Cronbach's
Alpha > 0.60, which means that all variables are declared reliable.
Normality test
Normality testing
using descriptive-frequency statistical analysis using SPSS. By looking at the
skewness and kurtosis ratios obtained by dividing the skewness value by the
standard error or by dividing the kurtosis value by the standard error, if the
value ranges from -2 to 2, it means that the data is said to be expected.
This shows that all
data is said to have a normal distribution. The scatterplot graph shows that
the dots are gathered around the straight diagonal line, which shows that the
data is spread commonly, as shown in Figure 5 below.
Figure 5. Normal Performance Plot
Source:
Processed Primary Data, 2014
CONCLUSION
Based on the results of data analysis
processing, it can be concluded as follows: Work motivation influences or
contributes significantly positively by 85.7% to telemarketing performance, in
the dimension of power motivation on work quality where telemarketing employee
expertise in persuasive and influencing and controlling other people in the
context of prospective customers becomes one the main capital to improve the
goals of the organization/company. This
competence is the most dominant contribution, rather than achievement
motivation and affiliation motivation, in influencing the performance of TSO
Asuransi PT. MI S. After competence, it is found that the Effect of Competence
positively influences or contributes to employee telemarketing performance even
though its contribution is 1.1%. The dimensions that seem to influence skills
at 4.43% on work quality significantly. Compared with the dimensions of
Knowledge, Attitudes, and behavior in achieving quality work. The ability to
communicate and solve situational problems increases the skills possessed
within the scope of work and affects the work quality of PT Asuransi
telemarketing employees. Harmonious Core Partners. The influence of competence
and motivation on performance has a jointly significant effect on the quality
of employee performance by 79.9% in insurance telemarketing at PT. Harmonious
Core Partners. In this situation, 20.1% of employee performance achievement is
outside of the variables studied, including compensation, work culture, and
leadership style.
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