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Psychosocial Aspects of the Work of Female Call Center Operators in a Bank of São Paulo, Brazil

dc.contributoren-US
dc.contributores-ES
dc.creatorRaab, Débora Miriam; Municiaplity of São Paulo, Brazil
dc.creatorRocha, Lys Esther; University of São Paulo
dc.date2011-07-25
dc.date.accessioned2020-10-29T15:02:33Z
dc.date.available2020-10-29T15:02:33Z
dc.identifierhttp://www.psykhe.cl/index.php/psykhe/article/view/431
dc.identifier10.7764/psykhe.11.2.431
dc.identifier.urihttps://revistaschilenas.uchile.cl/handle/2250/157195
dc.descriptionen-US
dc.descriptionThe objective of this study was to identify psychosocial aspect of the working conditions of female call center operators from a bank in São Paulo, Brazil. The aim was not only to identify these factors, but also to understand why they ocurred and how they were processed. The methods included Ergonomic Work Analysis, composed of systematic observations of work, interviews and document analysis. Self-administered questionnaires were responded by 109 call center operators, of which 96 (88.1%) were female, and 76 (70.4%) of them aged from 18 to 23 years. The psychosocial aspects identified in the working conditions of these female operators included: high quantitative and qualitative demands, with significant emotional, cognitive and physical loads; lack of control over work; the volume of information to be delt with; contradictory demands from the enterprise for higher productivity based on average work time and service quality; difficult relationships with customers; pressure from queues during some periods; and the contrast between the monotony and complexity of the task.es-ES
dc.formatapplication/pdf
dc.languageeng
dc.publisherPontificia Universidad Católica de Chilees-ES
dc.relationhttp://www.psykhe.cl/index.php/psykhe/article/view/431/pdf_31
dc.rightsUna vez aceptado un artículo, los autores firmarán un formulario de transferencia de los derechos del artículo a Psykhe.El autor conservará los derechos intelectuales de la obra y transfiere los derechos patrimoniales a Psykhe.es-ES
dc.rightsOnce an article is accepted, authors will sign a form for transferring the rights of the article to Psykhe.The authors preserve the copyright of their work but transfer their royalties to Psykhe. en-US
dc.sourcePsykhe; Volumen 11, Número 2 (2002)es-ES
dc.sourcePsykhe; Volumen 11, Número 2 (2002)en-US
dc.source07182228
dc.source07170297
dc.subjecten-US
dc.subjecten-US
dc.subjectes-ES
dc.subjectes-ES
dc.titleen-US
dc.titlePsychosocial Aspects of the Work of Female Call Center Operators in a Bank of São Paulo, Braziles-ES
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion
dc.typeen-US
dc.typeen-US
dc.typees-ES
dc.typees-ES
dc.typept-BR


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