Trabalho e saúde: fatores de risco relacionados aos profissionais de call centers

Abstract

This research aimed to examine through a literature review the risk factors related to call center professionals. These workers suffer from various physical disorders, mental, emotional and social because of the large workload that subject, poor equipment, excessive pressure for production, among others. The telemarketer should be able to use the technologies necessary to carry out its activities, in addition to having good diction, communication skills, negotiation skills and friendliness. Thus, the results showed that workers in this sector are mostly women, youth, college students or those seeking their first job. Vocal disorders are very common and found in call center workers, due to overuse of the voice, air conditioning, dust, etc.. Already hearing disorders, also common in this population, occur due to noise from the headset itself (headset), the movement of people and also the movement of furniture. The most common symptoms encountered regarding musculoskeletal injuries, myofascial pain syndrome were, nervous systems in chronic pain, muscle pain of moderate intensity, and areas of the body most affected by labor discomfort were the neck, shoulder, hand / wrist and spine . As for the stress and suffering, it was found that relate negatively with the social, professional, health and quality of life and enjoyment at work is positively related to quality of life. The results show the great importance of ergonomics in this sector, giving importance to space, desk, chair, general environment and work organization. Therefore, the literature shows that programs of gymnastics significantly improves various illnesses. We conclude, therefore, that the literature review identified several risk factors related to these workers, then realizes the great importance of the discussion of this topic since they are subject to stressful situations, wear vocals, noises and awkward positions, the which may cause the worker to develop occupational diseases, which negatively affects the quality of life. Despite being satisfactory studies on the subject, there is still a need for studies in the fields of ergonomics and occupational health with the working class, especially in Brazil.