Redes e território: a conformação da indústria de contact centers na Região Metropolitana de Natal/RN

Abstract

The implementation of the teleservice industry is still a recent reality in the Brazilian context, and above all, in RMN, demanding studies that help in understanding the expansion of this industry throughout the national territory. The study aims to understand the relationship between territory and network in the context of the conformation of the teleservice industry in RMN. To this end, it seeks to investigate the past events that enabled the implementation of a teleservice sector in the region, to identify the technical and normative structures related to RMN activity, and to analyze the role of the State, and more specifically the local government, in the conformation and permanence of the teleservice sector in the territory of the RMN. The research problem focuses on the growth of teleservice activity in the country, trying to explain the movement of selective deconcentration in order to encompass the Northeast region and the RMN. The methodological instruments employed involve bibliographic, documentary and empirical research. The results obtained show that the dispersion of teleservice companies to the Northeast region can be seen as a new dimension in the central-periphery dialectic in the organization of the Brazilian territory, which permeates the context of the National Development Plans and brazilian industrial policy. The research identified a restructuring of the teleservice sector in RMN with the emergence of microenterprises, changes in the profile and behavior of the workforce, and new demands resulting from the creation of support companies of the sector in the region, changes resulting from the emergence of intrasectoral competition and the improvement of technical conditions in RMN.