Perspectivas gerenciais do telesserviço no período pandêmico um estudo de caso em um call center no Norte de Minas Gerais

Abstract

This study aimed to identify the effects of the Covid-19 pandemic on a telemarketing company management, raising managerial perspectives about the impact of the pandemic period on the teleservice sector. The data collected through a semi-structured interview with the organization’s operations key manager were analyzed qualitatively, making it possible to identify the main changes and adaptations necessary for the company to meet the health requirements and continueto operate. The in-depth analysis made it possible to raise reflections on the challenges faced by the teleservices sector in a pandemic period, contributing to a detailed investigation of its specificities in the face of several other market branches affected by the pandemic. Basedon previous studies and the present investigation, wecan consider that the teleservices sector managed to keep delivering its results satisfactorily, with a minimum of layoffs during the pandemic period, something that goes against what many companies in other sectors faced. Although the performance of calls decreased in the first month of home office adaptation, this was quickly controlled, and some indicators were even optimized compared to the pre-pandemic period. This finding was discussed in light of the fact that the teleservices sector, by already partially adopting telework in its routines before the pandemic, adapted quickly and relatively well to the government requirements of social distancing among other regulations, which, there fore, may have contributed to minimized negative effects in its operations when compared to other economy sectors.