Percepções temporais e controle: um estudo com trabalhadores de call center

Abstract

The objective of this study was to analyze how temporal perceptions and perceptions of control forms of call center workers are related. The theoretical framework focused on time in organizations and the five temporal dimensions presented by Bluedorn and Jaussi (2007). A descriptive empirical research was performed, with a qualitative approach and content analysis of interviews carried out with 19 telemarketing operators, using an interpretative positioning. It was observed that the majority of the interviewees prefer to work in a monocronic, fast, punctual, future-focused manner, and they seem to have lagging entrainment. It was also analyzed the preponderance of the control instruments exercised by the company over the employees in relation to their perceptions and temporal experiences, since, besides not being able to adopt more comfortable behavior, their time is continually pressed towards a growing productivity. The results allow for reflections upon the precarious work of the telemarketing operator, something that is not overcome by simply reducing their working hours, as already effected by legal instruments in the country.