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.
journal_name
Cad Saude Publicajournal_title
Cadernos de saude publicaauthors
Vilela LV,Assunção AAdoi
10.1590/s0102-311x2004000400022keywords:
subject
Has Abstractpub_date
2004-07-01 00:00:00pages
1069-78issue
4eissn
0102-311Xissn
1678-4464pii
S0102-311X2004000400022journal_volume
20pub_type
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