[Control mechanisms in a telemarketing call center and workers' complaints of fatigue and exhaustion].
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.
Programa de Pós-graduação em Saúde Pública, Faculdade de Medicina, Universidade Federal de Minas Gerais, Belo Horizonte, Brazil.
Lailah Vasconcelos de Oliveira
LV
Vilela
Ada Avila
AA
Assunção
D000328:Adult; D039604:Answering Services / Q000706:statistics & numerical data; D001519:Behavior; D006804:Ergonomics; D005221:Fatigue / Q000523:psychology*; D005260:Female; D006801:Humans; D008297:Male; D040541:Marketing / Q000379:methods* / Q000706:statistics & numerical data; D016272:Occupational Health; D013995:Time