The academic field of individual performance is concerned with a large range of multifaceted \r\nquestions regarding the prediction of individual performance, the assessment issue, or the \r\nenhancement and the keeping of a performance value. Current debates have emerged in call \r\ncenters context. Based on structuration theory, this paper tries to understand the process that \r\nleads to individual performance. A case study based on half structured interviews is made at \r\nââ?¬Å?TÃ?©lÃ?©performanceââ?¬Â. Results show that there are three kinds of determinants: (1) agent features, \r\n(2) technological structures and (3) non technological structures shape performance. The \r\nrelationship between agent features and structures is assumed to be recursive.
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