Work in call-center: Comparison between inbound and outbound services

Detalhes bibliográficos
Autor(a) principal: Gonçalves, Susana
Data de Publicação: 2020
Outros Autores: Silva, Isabel Maria Soares da, Veloso, Ana
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/1822/68427
Resumo: The impact of call-center work on various physical and psychological dimensions of the individual has been subject of several studies; however, research comparing the types of services in this work context is scarce. Thus, in this study, besides analysing the characteristics of the work, the main sources of stress and the organizational commitment in this type of context, also compared the inbound and outbound services according to such dimensions. In total, 274 call-center operators participated, 191 of the inbound service and 83 of the outbound service. In the data collection the protocol used consisted in several scales, in paper format and online. It was found that participants in the inbound group perceive a greater variety of skills in their work and higher levels of stress related to family problems than the participants of the outbound group. No significant differences were found relatively to the commitment to the organization.
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spelling Work in call-center: Comparison between inbound and outbound servicesTrabalho em call-center: Comparação entre os serviços inbound e outboundCall-centerOrganizational commitmentStressWork characteristicsCaracterísticas do trabalhoCompromisso organizacionalCiências Sociais::PsicologiaThe impact of call-center work on various physical and psychological dimensions of the individual has been subject of several studies; however, research comparing the types of services in this work context is scarce. Thus, in this study, besides analysing the characteristics of the work, the main sources of stress and the organizational commitment in this type of context, also compared the inbound and outbound services according to such dimensions. In total, 274 call-center operators participated, 191 of the inbound service and 83 of the outbound service. In the data collection the protocol used consisted in several scales, in paper format and online. It was found that participants in the inbound group perceive a greater variety of skills in their work and higher levels of stress related to family problems than the participants of the outbound group. No significant differences were found relatively to the commitment to the organization.O impacto do trabalho em call-center em várias dimensões físicas e psicológicas do indivíduo tem sido alvo de diversos estudos; no entanto, pouca investigação tem comparado os tipos de serviços neste contexto de trabalho. Assim, este estudo, além de fazer uma análise das características do trabalho, das principais fontes de stress e do compromisso com a organização neste tipo de contexto, comparou os serviços inbound e outbound em função de tais dimensões. No total, participaram 274 operadores de callcenter, 191 do serviço inbound e 83 do serviço outbound. Na recolha de dados foi usado um protocolo de investigação constituído por diversas escalas, em formato papel e online. Verificou-se que participantes do grupo inbound percecionam uma maior variedade de competências no seu trabalho e níveis superiores de stress relacionados com problemas familiares do que os participantes do grupo outbound. Não foram encontradas diferenças significativas em relação ao compromisso com a organização.- (undefined)Associação Portuguesa de PsicologiaUniversidade do MinhoGonçalves, SusanaSilva, Isabel Maria Soares daVeloso, Ana20202020-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/1822/68427engGonçalves, S., Silva, I., & Veloso, A. (2020). Trabalho em call-center: Comparação entre os serviços inbound e outbound. PSICOLOGIA, 34(1), 67-81. https://doi.org/10.17575/psicologia.v34i1.14730874-20492183-247110.17575/psicologia.v34i1.1473https://revista.appsicologia.org/index.php/rpsicologia/article/view/1473info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-21T12:43:11Zoai:repositorium.sdum.uminho.pt:1822/68427Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:40:36.396207Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Work in call-center: Comparison between inbound and outbound services
Trabalho em call-center: Comparação entre os serviços inbound e outbound
title Work in call-center: Comparison between inbound and outbound services
spellingShingle Work in call-center: Comparison between inbound and outbound services
Gonçalves, Susana
Call-center
Organizational commitment
Stress
Work characteristics
Características do trabalho
Compromisso organizacional
Ciências Sociais::Psicologia
title_short Work in call-center: Comparison between inbound and outbound services
title_full Work in call-center: Comparison between inbound and outbound services
title_fullStr Work in call-center: Comparison between inbound and outbound services
title_full_unstemmed Work in call-center: Comparison between inbound and outbound services
title_sort Work in call-center: Comparison between inbound and outbound services
author Gonçalves, Susana
author_facet Gonçalves, Susana
Silva, Isabel Maria Soares da
Veloso, Ana
author_role author
author2 Silva, Isabel Maria Soares da
Veloso, Ana
author2_role author
author
dc.contributor.none.fl_str_mv Universidade do Minho
dc.contributor.author.fl_str_mv Gonçalves, Susana
Silva, Isabel Maria Soares da
Veloso, Ana
dc.subject.por.fl_str_mv Call-center
Organizational commitment
Stress
Work characteristics
Características do trabalho
Compromisso organizacional
Ciências Sociais::Psicologia
topic Call-center
Organizational commitment
Stress
Work characteristics
Características do trabalho
Compromisso organizacional
Ciências Sociais::Psicologia
description The impact of call-center work on various physical and psychological dimensions of the individual has been subject of several studies; however, research comparing the types of services in this work context is scarce. Thus, in this study, besides analysing the characteristics of the work, the main sources of stress and the organizational commitment in this type of context, also compared the inbound and outbound services according to such dimensions. In total, 274 call-center operators participated, 191 of the inbound service and 83 of the outbound service. In the data collection the protocol used consisted in several scales, in paper format and online. It was found that participants in the inbound group perceive a greater variety of skills in their work and higher levels of stress related to family problems than the participants of the outbound group. No significant differences were found relatively to the commitment to the organization.
publishDate 2020
dc.date.none.fl_str_mv 2020
2020-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/1822/68427
url http://hdl.handle.net/1822/68427
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Gonçalves, S., Silva, I., & Veloso, A. (2020). Trabalho em call-center: Comparação entre os serviços inbound e outbound. PSICOLOGIA, 34(1), 67-81. https://doi.org/10.17575/psicologia.v34i1.1473
0874-2049
2183-2471
10.17575/psicologia.v34i1.1473
https://revista.appsicologia.org/index.php/rpsicologia/article/view/1473
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Associação Portuguesa de Psicologia
publisher.none.fl_str_mv Associação Portuguesa de Psicologia
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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