Avaliação da satisfação no trabalho sob a visão de operadores de call centers na cidade de João Pessoa/PB

Abstract

Over the years, more and more companies have been using call center services as a strategic tool to improve customer service. The great growth of the tele-service sector in Brazil comes from the technological development integrated to the human resources, the call centers have occupied prominent place like tools to manage the contact and the relationship from new channels of interaction and communication. In this sense, the research is a case study applied to call center workers in the city of João Pessoa, Brazil. Data collection was used to evaluate job satisfaction, as a knowledge strategy and management tool, to describe the factors which cause employee satisfaction and dissatisfaction in the work environment. The results showed that the degree of satisfaction in the work environment of a call center is linked to the opportunities and desires of the employees, linked to several factors such as environment, recognition and opportunity, rather than among those interviewed. growth in the majority of women, and especially the opportunity to change personal standards and financial growth. In this way the research analyzes the existing works in this theme, and contrasts with the data collected.