Vivências de mal-estar no trabalho em central de teleatendimento governamental

AUTOR(ES)
DATA DE PUBLICAÇÃO

2006

RESUMO

The objective of this dissertation is to investigate the relation between Call Center Work, Human Cost of Work, and Uneasy and Well-being Experiences of the call centre staffs in a public central service. The theoretical framework used in the present research was based on the theoretical model of the Ergonomics of the Activity, contemplating the following analytical dimensions: Context of the Service Production of Call Center, Human Cost of work and Uneasy and Well-being Experiences of the call centre staffs. The methodological rest a Ergonomic Analysis at Work (EAW) and the course included documental analysis, meetings with managers and attendants, application of questionnaire (188 attendants) and semi-structured interviews (9 group interviews, with average duration of 1:23 h, to 35 attendants). The analysis of the results shows a relation between all the searched analytical dimensions. The Context of the Service Production of Call Center presents clear relation between Socio-professional Interactions, Work Organization and Work Conditions, influenced by questions related to communication, information, rules, tasks, the activity and organizational support. The Human Cost of Work presents a relation with the context of production, in which the Affective and Cognitive Cost becomes related with: the Socio-professional Interactions (deficient communication and control of emotions when dealing with the actors of the service), the Work Organization (rigid rules, contradictory orders and insufficient information) and the Work Conditions (precarious organizational support). The relation between the context of production and the costs reflect in the Uneasy Experiences (problems in communication, rigid rules and precarious organizational support increase the costs, reflecting in a negative evaluation of the workers on their conditions) and Well-being Experiences (efficiency of the mediation strategies when the attendants deal with the contradictions of the context, reflecting in a positive evaluation of the workers on their conditions). One concludes thus, that Socio-professional Interactions, Work Organization and Work Conditions are presented as interdependent dimensions of the Context of the Service Production of Call Center. Also, in order to deal with the contradictions of the context of production, attendants use strategies of mediation which, when inefficacious, increase the Human Cost of Work, resulting in the prevalence of Uneasy Experiences of the call centre staffs; and, when efficient, transform and/or reduce the Human Cost, resulting in the prevalence of Well-being Experiences of the call center staffs.

ASSUNTO(S)

teleatendimento vivências de mal-estar e bem-estar motivação no trabalho call center work uneasy and well-being experiences custo humano do trabalho psicologia organizacional qualidade de vida no trabalho human cost of work ergonomia da atividade satisfação no trabalho psicologia do trabalho e organizacional ergonomics of activity

ACESSO AO ARTIGO

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