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Revista Psicologia Organizações e Trabalho

On-line version ISSN 1984-6657


ZILIOTTO, Denise Macedo  and  OLIVEIRA, Bianca Oliveira de. Work organization in call centers: implications for operators' mental health. Rev. Psicol., Organ. Trab. [online]. 2014, vol.14, n.2, pp. 169-179. ISSN 1984-6657.

The growth of the service sector has marked the present economy, engendering new forms of work organization due to the characteristics of organizations and the relationships in this segment. Teleservice is among the activities that can be highlighted, with more than 1.2 million workers, representing prospects of employability and entry into the workforce for a significant number of people. Considering this reality, the intent of this investigation is to analyze the impacts of work on call center operators, particularly assessing the aspects that may trigger psychic suffering. With the theoretical guidance of Work Psychology and Work Psychopathology, a qualitative, descriptive research project was conducted, addressing a case study in a multinational firm that provides services to communication and technology companies. The regional unit investigated has 1,500 service positions performing active and receptive contact activities in three work shifts. The results indicate that the operators are exposed to various sources that cause psychic suffering, such as pressure for productivity, excessive monitoring, and lack of autonomy in performing their activities. The frequent occurrence of occupational and emotional illnesses among these workers expresses the psychic suffering experienced in call center work, which raises the need for analysis and intervention in the work organization in order to ensure mental health in such organizations.

Keywords : call center; telemarketing operators; mental health in the workplace; psychic suffering.

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