Absenteeism and turnover in call centre companies
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The high turnover and absenteeism rates among telemarketing employees cause significant losses to the company's economy, regardless of their causes. In view of the above, the objective was to assess the causes of absenteeism in telemarketing companies, verifying the quality of life levels of call centre employees. To this end, questionnaires were administered to call centre operators working at Contax/SA in June 2014. It was concluded that among the five surveys conducted, there were complaints of pain in the wrists, shoulders and arms, earaches and constant stress caused by working conditions...
The high turnover and absenteeism rates among telemarketing employees cause significant losses to the company's economy, regardless of their causes. In view of the above, the objective was to assess the causes of absenteeism in telemarketing companies, verifying the quality of life levels of call centre employees. To this end, questionnaires were administered to call centre operators working at Contax/SA in June 2014. It was concluded that among the five surveys conducted, there were complaints of pain in the wrists, shoulders and arms, earaches and constant stress caused by working conditions, which led to employees leaving the company or unplanned absences. Employees suggest that, in order to improve their living conditions, certain actions should be taken, such as: greater appreciation of employees, recognition of breaks and physical needs of employees, motivational campaigns with the purpose of seeking time off and commissions, workplace exercise, and reduction of psychological pressure to meet achievable goals.
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