[Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic]. / Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados.

BACKGROUND: During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services. AIM: To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. MATERIAL AND METHODS: The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described. RESULTS: We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service. CONCLUSIONS: The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users'accessibility.

Evaluación de un call center de orientación clínica durante los primeros meses de pandemia COVID-19: capacidad de resolución de los llamados / Evaluation of a clinical orientation Call Center during the first months of the COVID-19 pandemic

BACKGROUND: During sanitary emergencies such as the recent pandemic, health services can collapse. In these cases, remote orientation services such as call centers may help to debottleneck these services. AIM: To assess the demand and problem resolution of a clinical guidance telephone service during the COVID-19 pandemic. Material and Methods: The call registry between May and August 2020 of an orientation call center for COVID-19 was analyzed. The number of calls, sociodemographic features of callers, type of enquiry and given indications were described. RESULTS: We analyzed 1,278 telephone calls, corresponding to 655 people. Sixty nine percent of queries were resolved during the call and in 31% of calls, users were referred to face-to-face evaluation. Two percent of these referrals were to an emergency service. Conclusions: The call center had a high level of resolution, favoring remote consultation and reducing face-to-face care, improving users'accessibility.

Noise Exposure, Headsets, and Auditory and Nonauditory Symptoms in Call Center Operators.

PURPOSE: This study evaluates the exposure of call center operators (CCOs) to occupational noise, its association with auditory and nonauditory symptoms, and the feasibility of monaural and binaural headsets. METHOD: We measured the noise exposure sound pressure levels (SPLs) with the microphone-in-real-ear technique and administered a questionnaire on auditory/nonauditory symptoms and headset preference. RESULTS: We assessed 79 CCOs with normal hearing. Overall, 98.7% of the participants reported at least one auditory symptom, and 88.6% reported at least one nonauditory symptom after using the headset. We found significant associations between the headset volume setting and the number of auditory and nonauditory symptoms and between sharp increases in sound level and tinnitus. The microphone-in-real-ear diffuse-field-related SPLs with monaural headsets (85.5 dBA) were significantly higher than those with binaural headsets (83.1 dBA). Binaural headsets were the preference of 84.8% of the subjects. The SPLs of the binaural headsets were significantly lower than those of the monaural headsets in the subjects who preferred the binaural headsets. CONCLUSIONS: CCOs with normal hearing reported auditory and nonauditory symptoms, highlighting the need for attention and further investigation. The binaural headsets were preferable, as they were associated with a lower SPL and a higher call quality. SUPPLEMENTAL MATERIAL: https://doi.org/10.23641/asha.18361463.

Hundred Days of Teleconsultations and Their Usefulness in the Management of COVID-19: Experience of the COVID-19 National Call Center in Bolivia.

Background: There is currently little scientific evidence on the usefulness of implementing strategies against COVID-19 remotely with the help of telemedicine. Objective: Evaluate whether teleconsultation is helpful as an instrument of mediated care in the monitoring and follow-up of individuals with high suspicion of COVID-19 through early detection by the Call Center COVID-19 of the Ministry of Health and Sports, Bolivia. Methodology: Descriptive and cross-sectional observational study of patients captured by the Call Center-COVID-19, who were monitored and followed up in their homes through teleconsultations carried out by the National TeleHealth Program, remotely through information and communication technologies throughout the Bolivian territory during the first 100 days of its implementation. Results: A total of 3,278 patients were studied, recruited between March 16 and June 23, 2020; 49.4% were women, with an overall mean age of 37.5 years (standard deviation [SD] 15.2). The mean detection time was 7.6 days (SD 6.92); 93.8% required home isolation, and only 6.2% were transferred for hospitalization. The mean follow-up time for all patients was 6.7 days (SD 4.87; range 2-38). A total of 75.6% were discharged as recovered patients, and 1.9% died. Conclusions: Early detection of individuals with suspected COVID-19 was achieved, knowing their clinical evolution until their recovery or death. Teleconsultations showed good outcomes at discharge and low fatal outcomes. From these results, it can be inferred that teleconsultation is a valuable tool in the monitoring, evaluation, and follow-up of patients. The Ministry of Health and Sports through Call Center-COVID-19 reinforced the Epidemiological Surveillance System as a passive search tool for possible suspected cases at the national level and decongesting other services in charge of this task.

Protocolos para funcionamento de atividades econômicas, religiosas e espaços comuns de condomínios durante a pandemia de COVID19 em Goiás / Protocols for the operation of economic, religious activities and common areas of condominiums during the COVID19 pandemic in Goiás

Com o objetivo de estabelecer medidas de proteção para a contenção e disseminação do COVID-19 na liberação da retomada das atividades econômicas no Estado de Goiás - Brasil, estabelece protocolos para o retorno à operação de academias, quadras poliesportivas, treinamento esportivo profissional, instituições religiosas, shopping centers, shopping centers, restaurantes e similares, indústrias de abate e processamento de carnes, hotéis e similares, transporte público local, intermunicipal e interestadual, serviços de call center e call centers, salões de beleza e afins, para atividades esportivas quadras, piscinas e quadras em condomínios residenciais

In order to establish protective measures for the containment and dissemination of COVID-19 in the liberation of the resumption of economic activities in the State of Goiás - Brazil, it establishes protocols for returning to the operation of gyms, sports courts, professional sports training, religious institutions, shopping centers , Shopping centers, restaurants and the like, slaughtering and meat processing industries, hotels and the like, local, intercity and interstate public transportation, call center services and call centers, beauty salons and the like, for activities in sports courts, swimming pools and blocks in residential condominiums

Inadequate vocal hygiene habits associated with the presence of self-reported voice symptoms in telemarketers.

Aim: The aim of this study is to determine possible associations between vocal hygiene habits and self-reported vocal symptoms in telemarketers. Patients and methods: A cross-sectional study that included 79 operators from call centres in Chile was carried out. Their vocal hygiene habits and self-reported symptoms were investigated using a validated and reliable questionnaire created for the purposes of this study. Results: Forty-five percent of telemarketers reported having one or more vocal symptoms. Among them, 16.46% reported that their voices tense up when talking and 10.13% needed to clear their throat to make their voices clearer. Five percent mentioned that they always talk without taking a break and 40.51% reported using their voices in noisy environments. The number of working hours per day and inadequate vocal hygiene habits were associated with the presence of self-reported symptoms. Additionally, an interaction between the use of the voice in noisy environments and not taking breaks during the day was observed. Finally, the frequency of inadequate vocal hygiene habits was associated with the number of symptoms reported. Conclusions: Using the voice in noisy environments and talking without taking breaks were both associated with the presence of specific vocal symptoms. This study provides some evidence about the interaction between these two inadequate vocal hygiene habits that potentiates vocal symptoms.

Demographic and clinical characteristics, and adverse reactions of people with overweight and obesity consumers of orlistat, attended by a call center (2009 – 2017). / Características demográficas, clínicas y reacciones adversas de personas con sobrepeso y obesidad: consumidores de orlistat atendidos por centro de atención telefónica (2009 – 2017).

INTRODUCTION: Chronic diseases are on the rise and are associated with weight gain. Multidisciplinary strategies are required for its control. METHODS: The design was descriptive, observational and retrospective. The objectives of this communication were to describe the demographic and clinical characteristics and adverse reactions of overweight and obese people who were consumers of orlistat, attended by a call center during the period 2009 to 2017; and to identify the healthcare professional most consulted by them. The information was obtained from an existing database of a program of attention to people with overweight or obesity, interested in using orlistat (prospects) or users (patients). The study was carried out in Mexico and lasted seven years. The variables studied were demographic, clinical and adverse reactions. RESULTS: A total of 311,913 requests were collected from 126 607 subjects (104 711 prospects interested in consuming orlistat and 21 896 patients who already took it). The main activities were phone calls to the subject (35.9%). There were 104 711 requests: 82 810 (79.1%) prospects and 21 896 (20.9%) patients. 79.9% of all were female. The predominant age interval was 32 to 45 years. 43 adverse reactions (0.02%) were detected; the most common were abdominal pain (0.05%) and headache (0.03%). CONCLUSIONS: The population most interested in weight control in this study was the female population (79.9%) and the age group from 32 to 45 years. The most consulted healthcare professional was the nutritionist. Only the body mass index (29.2 kilograms per square meter) of the subjects who developed 43 adverse reactions was obtained. There were 43 adverse reactions, the most common being abdominal pain and headache.

INTRODUCCIÓN: Las enfermedades crónicas van en ascenso y están asociadas al incremento ponderal. Se requieren estrategias multidisciplinarias para su control. MÉTODOS: El diseño es descriptivo, observacional y retrospectivo. Los objetivos de esta comunicación son describir las características demográficas, clínicas y reacciones adversas de personas con sobrepeso y obesidad consumidores de orlistat, atendidos por un centro de atención telefónica durante el periodo 2009 a 2017; e identificar al profesional de la salud más consultado por ellos. La información se obtuvo desde una base de datos existente de un programa de atención a personas con sobrepeso u obesidad, interesadas en usar orlistat (prospectos) o usuarios (pacientes). El estudio se llevó a cabo en México y duró siete años. Las variables estudiadas fueron demográficas, clínicas y reacciones adversas. RESULTADOS: Se reunieron 311 913 solicitudes de 126 607 sujetos (104 711 prospectos interesados en consumir orlistat y 21 896 pacientes que ya lo tomaban). Las principales actividades fueron llamadas al sujeto (35,9%). Hubo 104 711 solicitudes: 82 810 (79,1%) prospectos y 21 896 (20,9%) pacientes. El 79,9% fue de sexo femenino. El intervalo de edad predominante fue de 32 a 45 años. Se detectaron 43 reacciones adversas (0,02%); las más comunes fueron dolor abdominal (0,05%) y cefalea (0,03%). CONCLUSIONES: La población más interesada en el control ponderal en este estudio es la femenina (79,9%) y el grupo etario de 32 a 45 años. El profesional más consultado fue el nutriólogo. Solo se obtuvo el índice de masa corporal (29,2 kilogramos por metro cuadrado) de los sujetos que desarrollaron 43 reacciones adversas, las más comunes fueron dolor abdominal y cefalea.

Características demográficas, clínicas y reacciones adversas de personas con sobrepeso y obesidad: consumidores de orlistat atendidos por centro de atención telefónica (2009 ­ 2017) / Demographic and clinical characteristics, and adverse reactions of people with overweight and obesity consumers of orlistat, attended by a call center (2009 ­ 2017)

Resumen Introducción Las enfermedades crónicas van en ascenso y están asociadas al incremento ponderal. Se requieren estrategias multidisciplinarias para su control. Métodos El diseño es descriptivo, observacional y retrospectivo. Los objetivos de esta comunicación son describir las características demográficas, clínicas y reacciones adversas de personas con sobrepeso y obesidad consumidores de orlistat, atendidos por un centro de atención telefónica durante el periodo 2009 a 2017; e identificar al profesional de la salud más consultado por ellos. La información se obtuvo desde una base de datos existente de un programa de atención a personas con sobrepeso u obesidad, interesadas en usar orlistat (prospectos) o usuarios (pacientes). El estudio se llevó a cabo en México y duró siete años. Las variables estudiadas fueron demográficas, clínicas y reacciones adversas. Resultados Se reunieron 311 913 solicitudes de 126 607 sujetos (104 711 prospectos interesados en consumir orlistat y 21 896 pacientes que ya lo tomaban). Las principales actividades fueron llamadas al sujeto (35,9%). Hubo 104 711 solicitudes: 82 810 (79,1%) prospectos y 21 896 (20,9%) pacientes. El 79,9% fue de sexo femenino. El intervalo de edad predominante fue de 32 a 45 años. Se detectaron 43 reacciones adversas (0,02%); las más comunes fueron dolor abdominal (0,05%) y cefalea (0,03%). Conclusiones La población más interesada en el control ponderal en este estudio es la femenina (79,9%) y el grupo etario de 32 a 45 años. El profesional más consultado fue el nutriólogo. Solo se obtuvo el índice de masa corporal (29,2 kilogramos por metro cuadrado) de los sujetos que desarrollaron 43 reacciones adversas, las más comunes fueron dolor abdominal y cefalea.

Introduction Chronic diseases are on the rise and are associated with weight gain. Multidisciplinary strategies are required for its control. Methods The design was descriptive, observational and retrospective. The objectives of this communication were to describe the demographic and clinical characteristics and adverse reactions of overweight and obese people who were consumers of orlistat, attended by a call center during the period 2009 to 2017; and to identify the healthcare professional most consulted by them. The information was obtained from an existing database of a program of attention to people with overweight or obesity, interested in using orlistat (prospects) or users (patients). The study was carried out in Mexico and lasted seven years. The variables studied were demographic, clinical and adverse reactions. Results A total of 311,913 requests were collected from 126 607 subjects (104 711 prospects interested in consuming orlistat and 21 896 patients who already took it). The main activities were phone calls to the subject (35.9%). There were 104 711 requests: 82 810 (79.1%) prospects and 21 896 (20.9%) patients. 79.9% of all were female. The predominant age interval was 32 to 45 years. 43 adverse reactions (0.02%) were detected; the most common were abdominal pain (0.05%) and headache (0.03%). Conclusions The population most interested in weight control in this study was the female population (79.9%) and the age group from 32 to 45 years. The most consulted healthcare professional was the nutritionist. Only the body mass index (29.2 kilograms per square meter) of the subjects who developed 43 adverse reactions was obtained. There were 43 adverse reactions, the most common being abdominal pain and headache.

Stepwise strategies to successfully recruit diabetes patients in a large research study in Mexican population.

AIMS: Describe stepwise strategies (electronic chart review, patient preselection, call-center, personnel dedicated to recruitment) for the successful recruitment of >5000 type 2 diabetes patients in four months. METHODS: Twenty-five family medicine clinics from Mexico City and the State of Mexico participated: 13 usual care, 6 specialized diabetes care and 6 chronic disease care. Appointments were scheduled from 11/3/2015 to 3/31/2016. Phone calls were generated automatically from an electronic database. A telephone questionnaire verified inclusion criteria, and scheduled an appointment, with a daily report of appointments, patient attendance, acceptance rate, and questionnaire completeness. Another recruitment log reviewed samples collected. Absolute number (percentage) of patients are reported. Means and standard deviations were estimated for continuous variables, χ2 test and independent "t" tests were used. OR and 95% CI were estimated. RESULTS: 14,358 appointments were scheduled, 9146 (63.7%) attended their appointment: 5710 (62.4%) fulfilled inclusion criteria and 5244 agreed to participate (91.8% acceptance). Those accepting participation were more likely women, younger and with longer disease duration (p<0.05). The cost of the call-center service was $3,010,000.00 Mexican pesos (∼$31.70 USD per recruited patient). CONCLUSIONS: Stepwise strategies recruit a high number of patients in a short time. Call centers offer a low cost per patient.

Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo / Relationship between working conditions and voice symptoms among operators of a model call center

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

ABSTRACT Introduction Call center operators are voice professionals with great vocal demand and, consequently, are exposed to voice disorders. Purpose Characterize vocal and laryngeal aspects among operators of a call center that follows the regulatory standards in ergonomics by measuring voice self-perception, otorhinolaryngological evaluation, and voice perceptual-auditory analysis. Methods The study assessed 30 call center operators between 18 and 41 years old. All subjects were assessed using the Escala de Sintomas Vocais (ESV) – the Brazilian version of the Voice Symptom Scale (VoiSS) –, otorhinolaryngological evaluation using fiberoptic video rhinolaryngoscopy, and voice perceptual-auditory assessment using the GRBASI scale that evaluates degree of voice alteration (G), voice roughness (R), breathiness (B), asthenia (A), strain (S), and instability (I). Results The ESV showed a correlation between the overall domain and the other subdomains and between the subdomains limitation and physical. The otorhinolaryngological evaluation revealed that 12 operators had some alteration such as secretion accumulation during phonation and glottic chinks. The voice perceptual-auditory analysis found individuals with normal voice and with slight to moderate degree of alteration, besides a correlation between the item instability in the GRBASI scale and the overall degree, roughness, breathiness, and asthenia. Conclusion Proper work environments that provide care with voice may improve labor quality of call center professionals, thus mitigating the risks of developing voice disorders. Nonetheless, physical, social, environmental, organizational, and psychological factors may cause voice symptoms among those voice professionals.

Modo de produção flexível, terceirização e precariedade subjetiva / Flexible mode of production, outsourcing and subjective precariousness

O objetivo deste artigo é sustentar a hipótese de uma precariedade subjetiva como face fundamental do fenômeno da terceirização. Para isso, primeiramente foi desenvolvido o argumento de que o fenômeno da terceirização precisa ser compreendido como parte de um processo histórico mais amplo, caracterizado pela transformação do modo de produção fordista no de produção flexível. Numa segunda parte, analisou-se o fenômeno da terceirização em um setor específico do mundo do trabalho, qual seja, dos trabalhadores de telemarketing e call center ou, como serão chamados, dos teleatendentes. Para isso foi realizada revisão bibliográfica de livros e artigos, bem como de uma análise documental com base nos arquivos do Departamento de Saúde do Sindicato dos Trabalhadores em Telecomunicações do Rio de Janeiro (Sinttel Rio) e em dados da Previdência Social do Brasil. Visa-se nesse momento compreender a lógica de funcionamento das empresas terceirizadas desse setor, assim como as relações entre trabalho e adoecimento, próprias desse campo de atividade. Por fim, numa última parte, foram analisadas relações existentes entre terceirização e precariedade subjetiva, que se evidencia, conforme nossa análise, pela fragmentação dos laços sociais, pelo crescimento do assédio moral, pelo medo da exclusão, pela extrema vigilância, pela falta de autonomia, pelo individualismo competitivo e pela impotência

The purpose of this article is to support the hypothesis of a subjective precariousness as the main side of the outsourcing phenomenon. To do this, firstly we developed the argument that the outsourcing phenomenon should be analyzed as part of a larger historical process, characterized by the transformation of the Fordist mode of production into the flexible one. In the second part, we presented an analysis of the outsourcing phenomenon in a specific sector of the labor market, which is the telemarketing and call center operators, or as we call, the telemarketers. In order to do this, we performed a literature review of books and articles, as well as a documentary analysis based on the files of the Health Department of the Telecommunications Laborer's Union from Rio de Janeiro (Sinttel-Rio) and on data from the Brazilian Social Security database. In this part, we aimed to understand the operating logic of the outsourced companies in this sector, and the relation between work and illness, typical of this field of activity. In the last part, we analyzed the correspondence between outsourcing and subjective insecurity, which according to our analysis is evident in fragmentation of social bonds, growth of psychological harassment, fear of exclusion, extreme vigilance, lack of autonomy, competitive individualism and impotence

Rotatividade em call center: para além de indicadores, um chamado à ação / Turnover in call centers: beyond the indexes, a call for action / Rotación en Call center: más allá de indicadores, un llamado a la acción

O trabalho em call centers cresce em volume e importância na economia brasileira, enquanto elo entre empresas e clientes a favor da competitividade. Esse ramo de serviços proporciona elevada oferta de emprego, mas é acompanhado de altos índices de rotatividade, potencial demanda à atuação do psicólogo organizacional e do trabalho. Esse estudo apresenta revisão narrativa de literatura sobre rotatividade em call centers, com objetivo de identificar e sistematizar achados de pesquisas que contribuam para compreensão do problema, bem como elucidem possibilidades de intervenções sobre o mesmo na perspectiva da psicologia. Realizou-se levantamento bibliográfico temático em bases de dados digitais, especificamente na Biblioteca Virtual em Saúde (BVS-Psi) e na biblioteca eletrônica SPELL (Scientific Periodicals Electronic Library), adotando-se as palavras chaves call center, telemarketing, teleatendimento, teleoperador, operador de telemarketing e teleserviço. Após seleção e análise dos estudos pertinentes aos interesses da pesquisa, estabeleceu-se as categorias temáticas que lhe foram norteadoras: o trabalho em call center e o perfil do trabalhador; a rotatividade nesse ramo de serviços, seus motivos e implicações; sua relação com a satisfação e insatisfação do trabalhador; e fatores de prazer e sofrimento no trabalho. Se faltam diretrizes à prática do psicólogo nesse contexto, evidencia-se um chamado à ação.

The work in call centers has been increasing its numbers and importance in the Brazilian economy as a link between clients and companies that favors competitiveness. This branch of service provides a great amount of job offers, but is followed by high indexes of turnover, potential demand for the work of organizational psychologists. This study shows a literature narrative review on turnover in call centers, with the objective of identifying and systemizing research findings that contribute to the understanding of the problem, as well as elucidating intervention possibilities from a psychology perspective. A themed bibliographical survey was carried out on a digital data base, specifically on BVS-Psi (Biblioteca Virtual emSaúde) and on the electronic library SPELL (Scientific Periodicals Electronic Library), using the key words call center, telemarketing, customer support, teleoperator, telemarketing operator, tele service. After selection and analysis of the pertinent studies to this research, the themed categories that guided it were established: call centers and the worker profile; the turnover in this branch of service, its motives and implications; its relationship with worker satisfaction and dissatisfaction; and pleasure and suffering factors. If there isn't enough guidance to the psychological practice in this context, a call for action becomes evident.

El trabajo en call centers crece en volumen e importancia en la economía brasilera, como vínculo entre empresas y clientes a favor de la competitividad. Este ramo de servicios proporciona altas ofertas de trabajo, sin embargo es acompañada de altos índices de rotación de personal, demandando potencialmente la actuación del psicólogo organizacional y del trabajo. Este estudio presenta una revisión narrativa de la literatura sobre la rotación constante del personal en call centers, con el objetivo de identificar y sistematizar investigaciones que contribuyan para la comprensión del problema, así como elucidar posibles intervenciones sobre el mismo en la perspectiva de la psicología. Se realizó el levantamiento bibliográfico temático en bases de datos digitales, específicamente en la Biblioteca Virtual en Salud (BVS-Psi) y en la biblioteca electrónica SPELL (Scientific Periodicals Electronic Library) fueron usadas las palabras clave: call center, telemarketing, teleatendimiento, teleoperador, operador de telemarketing y teleservicio. Después de la selección y análisis de los estudios pertinentes a los intereses de la investigación, se establecieron las categorías temáticas que nortearían el estudio: el trabajo en call center y el perfil del trabajador; la rotación constante en este ramo de servicios; sus motivos e implicaciones; su relación con la satisfacción e insatisfacción del trabajador; y factores de placer y sufrimiento en el trabajo. Faltan directrices para la práctica del psicólogo en este contexto, videnciándose un llamado a la acción.

Relationship between working and voice conditions self-reported by telemarketers of an emergency call center. / Relação entre as condições de trabalho e de voz autorreferidas por teleoperadores de uma central de emergência.

PURPOSE: To investigate whether there is association between vocal symptoms, voice complaint, and working and voice conditions self-reported by telemarketers. METHODS: Study participants were 72 telemarketing operators, both genders, who work in an emergency call center. They responded to a questionnaire on personal data, voice complaints, vocal symptoms, and working conditions. Data analysis was performed using the Chi-square, Mann-Whitney, and Fisher's Exact tests. RESULTS: Correlation was found between the telemarketers in the study group and voice disorder complaint for aspects of working condition, such as noisy working environment, and aspects of voice condition, such as change in the voice and workplace absence. Differences were observed between the mean of auditory vocal symptoms of participants for echo in the work room, change in voice, and workplace absence, as well as between the mean of their sensory vocal symptoms in relation to the variables stressful work rate, noisy working environment, noise from other rooms, echo in the work room, radio use, change in voice, and workplace absence. CONCLUSION: Correlation was found between the presence of vocal complaints, number of auditory and sensory vocal symptoms, and working conditions self-reported by the telemarketers surveyed.

Relação entre as condições de trabalho e de voz autorreferidas por teleoperadores de uma central de emergência / Relationship between working and voice conditions self-reported by telemarketers of an emergency call center

RESUMO Objetivo investigar se existe associação entre os sintomas vocais, a queixa vocal e as condições de trabalho e da voz autorreferidas por teleoperadores. Método participaram 72 teleoperadores, de ambos os gêneros, atuantes em uma central de atendimento em emergência. Eles responderam ao questionário que levantou dados pessoais, queixa vocal, sintomas vocais e condições de trabalho. A análise dos dados foi realizada por meio do Teste Quiquadrado, Teste exato de Fisher e do Teste Mann-Whitney. Resultados houve associação entre o grupo de teleoperadores com queixa de distúrbio da voz para os aspectos de condição de trabalho como empresa ruidosa, e para os aspectos de condição de voz: mudança na voz e faltas ao trabalho. Observaram-se diferenças entre a média de sintomas vocais auditivos para: eco na sala, mudança na voz e faltas ao trabalho, assim como se observou entre a média de sintomas vocais sensoriais dos participantes em relação às variáveis: ritmo de trabalho estressante, empresa ruidosa, barulho vindo de outras salas, eco na sala, uso do rádio, mudança na voz e faltas ao trabalho. Conclusão existe associação entre a presença de queixa vocal, o número de sintomas vocais auditivos e sensoriais e as condições de trabalho autorreferidas pelos teleoperadores pesquisados.

ABSTRACT Purpose To investigate whether there is association between vocal symptoms, voice complaint, and working and voice conditions self-reported by telemarketers. Methods Study participants were 72 telemarketing operators, both genders, who work in an emergency call center. They responded to a questionnaire on personal data, voice complaints, vocal symptoms, and working conditions. Data analysis was performed using the Chi-square, Mann-Whitney, and Fisher’s Exact tests. Results Correlation was found between the telemarketers in the study group and voice disorder complaint for aspects of working condition, such as noisy working environment, and aspects of voice condition, such as change in the voice and workplace absence. Differences were observed between the mean of auditory vocal symptoms of participants for echo in the work room, change in voice, and workplace absence, as well as between the mean of their sensory vocal symptoms in relation to the variables stressful work rate, noisy working environment, noise from other rooms, echo in the work room, radio use, change in voice, and workplace absence. Conclusion Correlation was found between the presence of vocal complaints, number of auditory and sensory vocal symptoms, and working conditions self-reported by the telemarketers surveyed.

Quality of working life of call-center workers. / Qualidade de vida profissional de atendentes de central de telecomunicações.

OBJECTIVE: to analyze the profile and quality of working life (QWL) of call-center workers. METHOD: quantitative research, conducted in one call-center of the city of São José do Rio Preto - SP, using the QVP-35 questionnaire. RESULTS: profile was composed by: 80.2% women; 66.3% were single, with high school diploma and 6 hours of daily working hours; mean age of 28 years; 92.9% had only one job with mean working experience of 3 years. Positive aspects of QWL: intrinsic motivation, working ability, available resources and social support. Negative aspects of QWL: workload and organizational support. CONCLUSION: the data obtained indicate the need for better organization of call-center working processes in the company and suggests other researches in this context.

Qualidade de vida profissional de atendentes de central de telecomunicações / Calidad de la vida profesional de operadores de una central de telecomunicaciones / Quality of working life of call-center workers

RESUMO Objetivo: verificar perfil e qualidade de vida profissional (QVP) de atendentes de uma central de telecomunicações. Método: pesquisa de natureza quantitativa, realizada em uma central de telecomunicações da cidade de São José do Rio Preto - SP, utilizando-se o questionário QVP-35. Resultados: Sobre o perfil: 80,2% mulheres; 66,3% solteiros, escolaridade até ensino médio e 6 horas diárias de trabalho; idade média de 28 anos; 92,9% único emprego e tempo médio de trabalho na empresa de 3 anos. Aspectos positivos da QVP: motivação intrínseca, capacitação para o trabalho, recursos disponíveis e apoio social. Aspectos negativos da QVP: carga de trabalho e apoio organizacional. Conclusão: os dados obtidos apontam necessidade de melhor organização do processo de trabalho dos teleatendentes na empresa e subsidiam outras pesquisas neste contexto.

RESUMEN Objetivo: comprobar el perfil y la calidad de vida profesional (CVP) de operadores de una central de telecomunicaciones. Método: investigación científica de naturaleza cuantitativa, realizada en una central de telecomunicaciones dela ciudad de São José do Rio Preto (estado de São Paulo), valiéndose del cuestionario CVP-35. Resultados: el 80,2% eran mujeres; el 66,3%, solteros; la escolaridad era de nivel secundario; la edad promedio era de 28 años; para el 92,9% era el único empleo y el tiempo medio de trabajo en la empresa, de 3 años con 6 horas diarias de trabajo. Los aspectos positivos de la CVP fueron: motivación intrínseca, capacitación para el trabajo, recursos disponibles y apoyo social. Los aspectos negativos fueron la carga de trabajo y el apoyo organizacional. Conclusión: los datos obtenidos señalan la necesidad de mejorar la organización del proceso de trabajo de los operadores telefónicos en la empresa y subsidiar otras investigaciones en este mismo contexto.

ABSTRACT Objective: to analyze the profile and quality of working life (QWL) of call-center workers. Method: quantitative research, conducted in one call-center of the city of São José do Rio Preto - SP, using the QVP-35 questionnaire. Results: profile was composed by: 80.2% women; 66.3% were single, with high school diploma and 6 hours of daily working hours; mean age of 28 years; 92.9% had only one job with mean working experience of 3 years. Positive aspects of QWL: intrinsic motivation, working ability, available resources and social support. Negative aspects of QWL: workload and organizational support. Conclusion: the data obtained indicate the need for better organization of call-center working processes in the company and suggests other researches in this context.