A atividade de teleatendimento: repercussões para a saúde do trabalhador e para as organizações.

Abstract

The changes which occurred in the work world has generated major transformations in the employment context, mainly because the trend to outsourcing and subcontracting, implemented by the new ways of management. In this scenario, the telemarketing companies can be found. Work activity developed in these companies brings several implications for the health of the attendants, mainly due to the strict control of behavior, speech, time and the variability found in the relationship with the public, peers and supervisors. This study aimed to reflect on the impact of the telemarketing activity has on the workers’ health and how this affects those the companies.Through a literature review, it was investigated the work of authors who discuss the reality of the working world and the relationship between work and health. It was conducted in the electronic databases SciELO and CAPES periodicals a search on the studies about the telemarketing. In the consulted studies, it could be comprehended that the work activity has affected the telemarketers healthy, causing many diseases. This element, in addition to be a factor of the telemarketers suffering at work, it intensifies the precariousness of labor relations in those organizations. On the other hand, it was found that this activity has consequences for the companies themselves, who have to deal with the high turnover of staff, absenteeism, sick leave and labor claims. It is believed in the necessity of studies that seek to investigate the work management of these companies, exploring the issue of health, well-being and quality of life of telemarketers, which are immersed in an increasingly precarious, unstable and flexible scenario.