Working as a contact center attendant: Relating purpose, meaning, sustainability and mental health.
BACKGROUND: There are companies that can be considered financially successful while creating negative externalities for their workers. This is the case of contact centers. OBJECTIVE: The objective of this article is to investigate the challenges for a service company (such as a contact center) in re...
| Publicado en: | Work Vol. 76; no. 4; pp. 1547 - 1564 |
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| Autores principales: | , , , |
| Formato: | research tables/charts Journal Article |
| Publicado: |
Sage Publications Inc.
2023
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ccm&AN=174292262&site=ehost-live header: @attributes: shortDbName: ccm uiTerm: 174292262 longDbName: CINAHL Complete uiTag: AN controlInfo: bkinfo: dissinfo: jinfo: jid: 10519815 3RC jtl: Work issn: 10519815 maglogo: N pubinfo: dt: 2023 vid: 76 iid: 4 pid: 344 pub: Sage Publications Inc. place: Thousand Oaks, California artinfo: ui: 174292262 164565019 174292262 174292262 10.3233/WOR-220598 174292262 ppf: 1547 ppct: 17 formats: fmt: – @attributes: type: T – @attributes: type: P tig: atl: Working as a contact center attendant: Relating purpose, meaning, sustainability and mental health. aug: au: Bolis, Ivan Eickhoff, Maud Leite, Wilza Karla dos Santos Sznelwar, Laerte Idal affil: Production Engineering Department, Federal University of Paraíba, João Pessoa, Brazil sug: subj: Telephone Information Services White Collar Workers Psychosocial Factors Professional Development Organizational Objectives Mental Health Occupational Health Work Environment Human Brazil Qualitative Studies Ethnographic Research Organizational Policies Work Assignments Evaluation Ergonomics Employer-Employee Relations Organizational Structure Psychological Well-Being ab: BACKGROUND: There are companies that can be considered financially successful while creating negative externalities for their workers. This is the case of contact centers. OBJECTIVE: The objective of this article is to investigate the challenges for a service company (such as a contact center) in reconciling its economic and financial objectives with the promotion of the work dimension, guaranteeing workers the possibility of professional, collective, and human development. METHODS: This research has a qualitative ethnographic approach. An activity-centered work analysis method, also known as "Ergonomic Work Analysis" (EWA), was carried out in one of the largest companies in the Brazilian contact center market. RESULTS: The case shows that the achievement of economic-financial objectives of the analyzed company is mainly done by harming the well-being of its workers. In particular, the work of the attendants did not bring any development perspective for them. The prevalence of instrumental rationality in decision-making processes and the asymmetry of power relations between stakeholders are the main reasons why workers' well-being is not considered. CONCLUSION: The discussion proposes that work-related sciences, such as ergonomics and psychodynamics of work, can bring another type of rationality to the decision-making processes of companies. The work also needs to be sustainable enough to allow the construction and development of professionals, and the health of working population, while improving the company's performance. pubtype: Academic Journal doctype: research tables/charts Journal Article ougenre: Article language: English refInfo: holdings: @attributes: islocal: N |
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