Quality of working life of call-center workers - Revista Brasileira de Enfermagem
Revista Brasileira de Enfermagem. 01-01-2016;69(4):751-756
to analyze the profile and quality of working life (QWL) of call-center workers.
quantitative research, conducted in one call-center of the city of São José do Rio Preto – SP, using the QVP-35 questionnaire.
profile was composed by: 80.2% women; 66.3% were single, with high school diploma and 6 hours of daily working hours; mean age of 28 years; 92.9% had only one job with mean working experience of 3 years. Positive aspects of QWL: intrinsic motivation, working ability, available resources and social support. Negative aspects of QWL: workload and organizational support.
the data obtained indicate the need for better organization of call-center working processes in the company and suggests other researches in this context.
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to analyze the profile and quality of working life (QWL) of call-center workers.
quantitative research, conducted in one call-center of the city of São José do Rio Preto - SP, using the QVP-35 questionnaire.
profile was composed by: 80.2% women; 66.3% were single, with high school diploma and 6 hours of daily working hours; mean age of 28 years; 92.9% had only one job with mean working experience of 3 years. Positive aspects of QWL: intrinsic motivation, working ability, available resources and social support. Negative aspects of QWL: workload and organizational support.
the data obtained indicate the need for better organization of call-center working processes in the company and suggests other researches in this context.
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