Relações de trabalho no serviço de teleatendimento

Abstract

The purpose of this paper is to analyze how the work organization in call centers interferes in the social process of occupational identification and in the workers' collective organization. To this end, information about the service growth and the activity of telemarketing is provided, and an analysis of how the call center operator's work is organized is presented through a literature review and a case study in a debt collection call center. The results obtained indicate weak occupational identification, which is one of the reasons for low membership rate in the collective organization.