Síndrome de Burnout em operadores de teleatendimento: o caso de duas empresas de contact center em Fortaleza/CE

Abstract

This study aimed to check signs of the Burnout Syndrome in telemarketing operators working in the city of Fortaleza. The specific objectives are investigating the dimensions emotional exhaustion, depersonalization and personal accomplishment. The Burnout Syndrome is a farreaching problem, especially in professions that deal directly with people, as healthcare, education and service. Within service area, there is the telemarketing service that takes place at Call Center companies. The number of cases of emotional exhaustion, depersonalization and low achievement at work is increasing in this environment and as a result the consequences will be irreversible if they are not remedied as soon as possible. The study of this syndrome will help the understanding of the behavior and the symptoms of operators and the adoption of practical measures to solve the problem. This is a qualitative survey and content analysis was used for data processing. To achieve the goal, eight operators from different companies participated in an individual and semi-structured interview. From the analysis of the interviews and social-demographic variables, such as area of operation and the length of time the operator performs the function, the results shows that the operators present evidences of Burnout.