Trabalho emocional de ex operadores de teleatendimento

Abstract

The telemarketing sector is one of the most job-generating jobs in Brazil. On the one hand, the explanation may be related to the need for companies to establish channels of permanent communication with their customers, not only focusing on sales, but also establishing channels of interaction in the after-sales, increasing the number of call centers and, consequently, available vacancies. On the other hand, the explanation may be related to the high turnover of the sector, voluntary layoffs and sick leave due to emotional and/or psychological illness. The teleattendant service requires great effort of the professional, in what was called emotional work, to deal with the demands that arrive over the phone. In this context, it was decided to research emotional work and emotion management in a service environment, presenting a case study with former teleservice operators. The objective was to analyze how the emotional work of telemarketing operators in a city in the interior of Minas Gerais is configured, from the perspective of former operators. It was found that emotional work requires operators to manage their emotions in contexts of high stress. Situations such as pressure from supervisors, angry and hostile clients, threats and disrespect make these operators make great efforts in an attempt to maintain their emotional and psychological health.