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CISDOC database

Document ID (ISN)110949
CIS number 10-0529
ISBN(s) 978-972-8871-27-7
Year 2010
Convention or series no.
Author(s) Chambel M.J., Castanheira F.
Title Working in a call centre: From myths to reality
Original title Trabalhar num call center: Dos mitos Ó realidade [in Portuguese]
Bibliographic information Editora RH, Lda., R. do Mercado 7,1800-271 Lisbon, Portugal, 2010. 118p. Illus. 164 ref. Price: EUR 13.12.
Abstract This book presents an analysis of the working conditions and human resource management in call centers in Portugal and discusses how they can be developed to improve the quality of life of workers in this sector, and hence the performance and efficiency of enterprises in which they are employed.
Descriptors (primary) Portugal; call centres; conditions of work; psychology of work organization; stress factors
Descriptors (secondary) work efficiency; depressive neurosis; psychology and sociology; human relations; job study; temporary workers; terms of employment
Document type E - Books, reports, proceedings
Subject(s) Commerce, services, offices
Broad subject area(s) Industries and occupations
Browse category(ies) Psychology of work organization
Office work