Atendimento telefônico no setor de call center de um hospital de pequeno porte: as dificuldades no trabalho dos teleatendentes

Abstract

The objective of the present study is analyze the organization of work of the telemarketers call center in a small hospital. The study tried to show the way of work to overcome difficulties and strategies used by telemarketers workers, especially when they have execute different works, to supplying deficiencies in the organization. By the methodology of Ergonomic Work Analysis, were analyzed, the prescribed and real works from eight attendants, the observations of the number of attendants on buzy and slows days, the number and reasons for leaving the job place , and the amount and duration of absences to replace employees from the reception. The study allowed to analyze the impact of such extra works of the attendants, by way of organization work. The observations show that workers execute several additional functions besides to the telephone service, which requires a lot of absences on the work place, replacement workers in another sector, generating losses and over work, especially for the other attendants that work on busies days.