Call centers e incomunicação: estudo sobre aceleração do trabalho e padronização do diálogo entre operador e cliente

• Ano de defesa: 2013
• Autor(a) principal: Vasconcelos, Ana Paula Gomes
• Orientador(a): Baitello Junior, Norval
• 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 Comunicação e Semiótica
• Departamento: Comunicação
• País: BR
• Palavras-chave em Português: Cultura; Trabalho; Call center; Comunicação e Incomunicação
• Palavras-chave em Inglês: Culture; Work; Call center; Communication and incommunication
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::COMUNICACAO
• Link de acesso: https://tede2.pucsp.br/handle/handle/4555

This study intends to analyze how call center companies dialogue with their public, considering, within that universe, customers. Workers in this business sector have to follow a script to talk to customers over the phone, one of the aspects that determine, rather than communication, incommunication. In the conception of Norval Baitello Junior, the script is considered an image. It is observed that, by using it, the call center operator connects to the consumer over the phone, but there is no creation of bonds between them. The company, aiming profit, tries to minimally comply with what the legislation of the sector requires and provides a working environment that impairs fluid and natural communication. This dynamics is analyzed through the concept of work as life, of Dietmar Kamper; by the studies of psychopathology of work, of Christophe Dejours; from the notion of surveillance in Michel Foucault; and by the research of Norval Baitello Junior on how the fact of remaining seated most of the time affects the human body and mind. It was found that many workers suffer, both physically and psychologically, with the constant repetition of the script, and some of them feel unmotivated and incapable of communicating normally in their lives outside of work. It is a cut that is part of the set of today s world dynamics, analyzed by the Theory of the Media, conceived by Harry Pross and Vilém Flusser. The lack of creation of bonds between close people, the accelerated society in cities lacking time and space for all, companies that ratify this way of life, caring less about people and more about profit, are factors that contribute to the condition of incommunicability in society in general and, according to the evaluation of this study, between workers and costumers of call centers