Os avanços tecnológicos nas call center’s e seu impacto na produtividade do trabalho.

Abstract

A call center is a remote or virtual interactive channel between companies and customers, which provides inbound, active and mixed service. With the evolution of management models, call centers have adapted to profile consumers, aiming to build customer loyalty. The telecommunications sector specializes in an organizational climate that promotes innovation in the application of feedback, training and improvements to technological software systems, optimizing interaction with customers and processes. Employee motivation is affected by working conditions, such as technical problems or inadequate tools, influencing productivity. Implementing an efficient call center service brings benefits to both companies and customers, providing a more effective and flexible relationship, reduced operational costs, greater customer reach and personalized service. The technology implemented in call centers is essential to keep up with demand and impact work productivity. Innovation is essential to boost productivity, improve processes and offer competitive advantages to companies. Process automation can reduce costs, increase efficiency and enable smaller companies to enter restricted markets. However, automation can also bring challenges, such as technological unemployment, wage disparity and the need for public policies to mitigate these problems. This research aims to analyze some technology implemented that would assist in the demand of call centers. As a specific objective, to study whether this technological implementation generates impacts on work productivity by analyzing some call center indicators such as feedback, abandonment rate, training and number of calls answered. An exploratory quantitative approach was adopted, analyzing call center performance indicator data and applying quantile regression to analyze the impact of technology on productivity. The results indicate that training, feedback and abandonment rate influence work productivity, and process automation can positively impact the efficiency and quality of service in call centers. It is suggested that future studies be carried out to deepen the analysis and explore other productivity indicators.