[Control mechanisms in a telemarketing call center and workers' complaints of fatigue and exhaustion]. / Os mecanismos de controle da atividade no setor de teleatendimento e as queixas de cansaço e esgotamento dos trabalhadores.
Cad Saude Publica
; 20(4): 1069-78, 2004.
Article
em Pt
| MEDLINE
| ID: mdl-15300300
ABSTRACT
This study describes the control mechanisms used in a telemarketing call center and compares them with workers' complaints previously filed through the respective trade union. Such complaints related to fatigue, mental exhaustion, and powerlessness in the face of a rigid work organization. The work in various divisions of a company with 2,285 employees was approached using ergonomic analysis methods and analysis of the system's management documents. Control mechanisms were classified according to call time, content, comportment, volume of calls performed, and results. The conclusion was that the company relies on the telemarketers' mental and affective effort to achieve customer interaction and satisfaction, overcoming the difficulties as they arise without either surpassing the scheduled time limits as set by commercial targets or breaching the established controls.
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Base de dados:
MEDLINE
Assunto principal:
Marketing
/
Serviços de Atendimento
/
Fadiga
/
Ergonomia
Limite:
Adult
/
Female
/
Humans
/
Male
Idioma:
Pt
Revista:
Cad Saude Publica
Assunto da revista:
SAUDE PUBLICA
Ano de publicação:
2004
Tipo de documento:
Article
País de afiliação:
Brasil