Trabalho em centrais de atendimento a clientes: velhos modelos em novo contexto?

Abstract

This paper proposes a reflection on work in call centers given the proposals presented by the anthropotechnological approach. The issues addressed relate to researches conducted especially in the 1990s and 2000s in different companies located in Brazil, where health problems, such as RSI / WMSD, together with mental disorders, emerged with high levels of incidence and prevalence. The results of the chosen approaches, activity ergonomics and work psychodynamics, were discussed in terms of the widespread dissemination of this type of work throughout different countries, setting a type of transfer and technology. Thus, the transfer of forms of work organization inspired in assumptions derived from Taylorism, disregarding the reality experienced by the workers and the uniqueness of each context, are questioned.

Keywords

• Anthropotechnology
• Call centers
• Ergonomics
• Psychodynamics of work.