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Document ID (ISN)108606
CIS number 08-1108
ISSN - Serial title 0303-7657 - Revista brasileira de sa˙de ocupacional
Year 2006
Convention or series no.
Author(s) Venco S.
Title Call centres: A 19th century factory in 21st century services
Original title Centrais de atendimento: a fßbrica do sÚculo XIX nos servišos do sÚculo XXI [in Portuguese]
Bibliographic information 2nd half 2006, Vol.31, No.114, p.7-18. 33 ref.
Abstract This article discusses productivity and social relations issues in an occupation that has grown strongly in recent years, namely telemarketing. The drive to ensure high productivity requires work rhythms and hierarchical pressures that can cause deleterious working conditions. The article analyses not only the use of technology for improving work control and the role of management in increasing productivity, but also workers' responses towards these pressures.
Descriptors (primary) call centres; stress factors; conditions of work
Descriptors (secondary) Brazil; role of management; labour-management relations; work efficiency
Document type D - Periodical articles
Country / State or ProvinceBrazil
Subject(s) Commerce, services, offices
Broad subject area(s) New technologies
Stress, psychosocial factors
Browse category(ies) Mental stress and burnout