O significado do trabalho em call center próprio do segmento financeiro

• Ano de defesa: 2009
• Autor(a) principal: Dário, Sandra Gentil Di
• Orientador(a): Nogueira, Arnaldo José França Mazzei
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Pontifícia Universidade Católica de São Paulo
• Programa de Pós-Graduação: Programa de Estudos Pós-Graduados em Administração
• Departamento: Faculdade de Economia, Administração, Contábeis e Atuariais
• País: BR
• Palavras-chave em Português: Central de atendimento própria; Centros de atendimento ao cliente; Trabalho
• Palavras-chave em Inglês: Call center
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: https://tede2.pucsp.br/handle/handle/1340

This research focuses on labour issues of an In-house Call Center of a bank, located in the State of São Paulo, which was chosen for being an enterprise of a growing service sector as well as an expressive sector regarding the hiring of workers in Brazil. The research is based on a case study whose participants are two groups of In-house Call Center employees: the employees who have a leading position (supervisor, coordinator and manager) and the ones that do not have a leading position (agents and analysts). The aim of this study is to know the meaning of work attributed by the workers to their own work as well as to the three dimensions of the research instrument: conditional variables, central variables and future consequences. The methodological foundation was based on the dimensions presented in the methodology Meaning of Working (MOW, 1987) adapted to the theoretical foundation of Morin (2004). The research was based in a sample of an In-house Call Center, totalizing 170 questionnaires responded. The data analysis shows the employees opinions regarding the dimensions of the research structure, organized by gender and group of workers of leading and non-leading positions, in the following way: (1) conditional variables: professional and personal situation; nature of the work; organizational structure - management practices; and work conditions; (2) central variables: know the opinion of the employees as to the rank of importance of the work in their professional and personal lives as well as to when an activity means work; relative and objective centrality of work; and finally, with regard to the institutional norms: know the perception of the workers towards their rights, obligations and ethical behavior. Our findings, on the one hand, show that the workers of the In-house Call Center are satisfied with their work conditions as well as with the management style of their employer, the bank; on the other hand, however, the results show that the characteristics of the In-house Call Center sector are low autonomy and high monitoring. Concluding, we consider relevant that the organizations pay attention to the opinion of their employees in order to the quality of professional relationships at workplace