Satisfação no trabalho: um estudo com trabalhadores de call center

• Autor(a) principal: Nascimento, Thais do
• Data de Publicação: 2022
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da Universidade Federal do Ceará (UFC)
• Texto Completo: http://www.repositorio.ufc.br/handle/riufc/68862
• topic: Escala de satisfação no trabalho; Teleatendimento; Cobrança; Call center

This research aimed to measure the level of satisfaction of employees of a call center company in the collection sector, in the banking sector, based in the city of Fortaleza, Ceará. As a justification, it is highlighted the fact that in the call center environment, mental illnesses related to the psychological pressure imposed by the environment are common. The research is quantitative and descriptive. The data collection technique adopted was a scale delivered directly to the employees of the researched company. Of 300 intended employees, 246 participated in the survey, equivalent to 82% of the surveyed population. Data analysis is performed by dimension. It was concluded that the dimension that generates the most satisfaction among employees was the leadership with an average of 5.3. The one that generates the most dissatisfaction was the salary dimension, which obtained an average of 4, which represents indifference and constitutes a warning to the company. The results showed that employees over 33 years old are more dissatisfied with their salary. With regard to schooling, individuals who have not completed high school reported greater dissatisfaction with their colleagues, as well as with promotions, when compared to others, and those with a technical course are more dissatisfied. As for the interference of company time and working hours interfere with employee satisfaction, it was observed that respondents over 3 years of employment feel more dissatisfied with their salary than the others. As for working hours, full-time workers feel more dissatisfied in the salary dimension than other hours.