As condições de trabalho e as estratégias de comunicação nas operações de Call Center

Abstract

This study aims to examine through the perception of the operators of call center, working conditions, the practices of human resources and skills and strategies of communication in the context of call center through interaction and reports obtained in the interview with these professionals. With this approach, this research aims to contribute for the first multidisciplinary and functional study, evolving human resources, workplaces, technology and strategy played by the call center industry in Brazil, coordinated by the Postgraduation Program in Business Administration at PUC-SP. To make it possible, workplaces aspects are investigated such as: physical, psychical, cognitive and human resources practices, as well as the communication skills referring to the communication strategies used at the interaction and relationship processes with customers. A quantitative methodology was adopted thru and interview process with nine call center operators, working at different companies at the active and receptive telemarketing, but all of them belonging to great expression segments at remote services voice based. The results suggest that the insecurity of work in call center, affect the quality of life of these people and the quality of life at work is directly linked to preparation, issuance, receipt and understanding of messages effectively in the processes of communication. One person unhappy, sick, it is unable to make fluency, availability, spontaneity and creativity in interpersonal communication