Estresse no call center: um estudo de caso na empresa Contax

Abstract

This study attempts to identify stress in the activities of call center operators, the company Contax, crowded into the building of the former Telemar, in Fortaleza. The monograph was developed presenting the concept of stress, symptoms, factors and influence in the workplace. The concept of Call Center was approached according to its evolution over the years, and its contribution to employment generation. The methodology performed a case study whose research instrument was a questionnaire addressed to the company's telemarketers. Asked himself about the psychosocial and physical stressors and the perception of personal health and stress of those surveyed. After analyzing the data, it was found that it was affected by occupational stress symptoms, but as a population of mostly young, and part of a student, then they may follow other professional courses.