Quality of life at work: the reality of callcenter operators in Aracaju, Brazil

Abstract

Nowadays, organizations aim to be different in the labor market, seeking investments in terms of workers’ benefits, and planning actions and programs that aim to build a harmonious work environment between companies and their employees. These actions aim to keep the employee motivated and commitment with the work, providing security in what he performs, with excellent self-esteem and with business commitment. The objective of this article is to identify the Quality of Life at Work (QVT) levels of the telemarketing operators (call center). The research also seeks to analyze the basic characteristics of the tasks of the telemarketing workers in the call center, the QVT levels of the telemarketing operators in the call center, especially when their self-perceived health. Methodologically, the case study was chosen because this method of research offers the researcher a deeper understanding of a single object of study. The research universe consisted of 1500 employees, and the sample was composed of 101 employees who carry out their activities in the various shifts of a contact center company at Aracaju-SE. The researchers concluded that the company should invest more in the construction of employee appreciation policies, through the planning of activities and actions that seek to increase the improvement of the working conditions, valorization of the daily work of the employee and consequently the construction of a work environment more harmonic.