Trabalho e adoecimento psicológico: análise do ambiente laboral de call center.

Abstract

The development of the services sector is a prominent feature in the current economy, generating new ways of structuring work according to the particularities of organizations and interactions within this segment. Among the activities that stand out is the call center, which employs more than 1.2 million professionals, offering significant employment and professional insertion opportunities for an important portion of the population. Given this scenario, the following guiding question for the study is: what are the main causes of psychological suffering experienced by call center operators? Thus, as a general objective, we intend to analyze the main causes of psychological suffering experienced by call center operators. To this end, the following specific objectives were established: identify what the scientific literature says 3 about the presence of mental disorders in call center operators, understand what has already been done and what has not been done yet, but is possible to be done carried out, in relation to aspects that promote mental health in the professional call center sector. Bibliographical research was used in terms of a narrative review, and after considering the inclusion and exclusion criteria, nine articles were selected for review. At the end of the development, a significant recurrence of occupational and emotional illnesses among employees was found, indicating the presence of psychological suffering in the ways of working in call centers. This highlights the importance of analyzing and intervening in the organizational structure, with the aim of ensuring the mental health of these professionals, including in the psychological area. Keywords: Work. Illness. Work Environment. Call Center.