Resumen

SAENZ YANEZ, Margarita  y  UGALDE VICUNA, José William. Psychosocial risk in the operators in a Call Center. Universidad y Sociedad [online]. 2019, vol.11, n.4, pp.193-199.  Epub 02-Sep-2019. ISSN 2218-3620.

This research shows how a job can affect the mental health of a worker. In the case of telephone consultants who constantly serve customers problem, it can drastically affect their performance, affecting the entire service quality of a company. The work of a telephone operator is a job that does not require university studies and many young people are tempted to enter the labor market without problems as operators, but this work, because it has a high risk in the psychosocial field, causes the workers not to last long in the post, coming to resign. One of the consequences of the above described is that in the company, the operators are constantly rotating, generating discomfort for workers who stay working, because staff may be missing to answer the volume of calls or that new staff does not adapt to the way the group is used to. To demonstrate this hypothesis, a line of service was evaluated in a call center, where customers, often difficult, call a telephone consultant to solve the problem that arises. For the evaluation of psychosocial risks, the ISTAS-21 methodology was used, a simple and free-use method, based on six easy-to-answer surveys, but in the research we focused only on the first survey regarding the psychological demands in the work of the telephone operator.

Palabras clave : Mental health; telephone operator; psychosocial risks; call center; calls; ISTAS-21.

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