Saúde ocupacional e fatores do trabalho: percepção dos colaboradores de Contact Center do Rio Grande do Norte

Abstract

Customer service is one of the essential services for any organization. To meet this demand, several companies have specialized and developed over the years to better accommodate the needs of contractors and customers. With the evolution of technology and the needs of this industry over the past few years; the restructuring of companies to meet production needs; the intensification of the pace of work; and lastly thinking about the increasing expansion in recent years of the call center sector in the state of Rio Grande do Norte, this paper aims to analyze the self-perception of contact center workers about work factors that affect occupational health. To meet this purpose, this study used descriptive research, using a predominantly quantitative survey answered by employees of a contact center located in the metropolitan region of Rio Grande do Norte. After the results and due analyses, the main work factors that influence occupational health were traced: contacts with customers, work pressure, and work day, which were also considered as factors that negatively affect health. It was also found that the work factors that positively affect health are the relationships with teammates and the immediate boss, highlighting the importance of interpersonal relationships in the work environment.