[Control mechanisms in a telemarketing call center and workers' complaints of fatigue and exhaustion].

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 Publica

authors

Vilela LV,Assunção AA

doi

10.1590/s0102-311x2004000400022

keywords:

subject

Has Abstract

pub_date

2004-07-01 00:00:00

pages

1069-78

issue

4

eissn

0102-311X

issn

1678-4464

pii

S0102-311X2004000400022

journal_volume

20

pub_type

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