Quality of working life of call-center workers

profile was composed by: 80.2% women; 66.3% were single, with high school diploma and 6 hours of daily working hours; mean age of 28 years; 92.9% had only one job with mean working experience of 3 years. Positive aspects of QWL: intrinsic motivation, working ability, available resources and social support. Negative aspects of QWL: workload and organizational support.

Conclusion:

the data obtained indicate the need for better organization of call-center working processes in the company and suggests other researches in this context.

Descriptors:
Quality of life; Occupationnal health; Telecommunications; Work; Occupational Diseases

Variables	n	%
Working area	86	100.00
A	3	3.50
B	38	44.20
C	14	16.30
D	15	17.40
E	16	18.60
Gender	86	100.00
Female	69	80.23
Male	17	19.77
Marital status	86	100.00
Married	23	26.74
Divorced or widowed	6	6.98
Single	57	66.28
Education	86	100.00
High school	57	66.28
College	29	33.72
Daily working hours	86	100.00
6 hours	57	66.28
8 hours	29	33.72
Work shift	86	100.00
All day	29	33.72
Intermediate	6	6.98
Morning	47	54.65
Afternoon	4	4.65
Employment bond	84	100.00
Exclusive	78	92.86
Other job	6	7.14

Domain	Sector	n	X̅± s	Median	Minimum	Maximum	pvalue
Disconfomrt related to the job	A	3	5.60±1.83	6.00	3.60	7.20	0.406
	B	38	4.31±1.98	3.90	1.00	8.40
	C	14	3.71±1.70	3.50	1.40	7.00
	D	15	4.36±2.00	4.50	1.60	9.40
	E	16	4.96±2.23	4.20	1.80	9.00
Organization support	A	3	5.73±1.33	5.40^ab	4.60	7.20	0.034
	B	38	5.79±1.76	5.95^a	2.00	9.30
	C	14	5.54±1.61	5.70^ab	2.40	7.80
	D	15	5.90±2.13	6.00^ab	1.50	8.70
	E	16	4.06±1.69	3.65^b	1.40	6.80
Working hours	A	3	8.80±0.20	8.80^a	8.60	9.00	0.004
	B	38	6.66±1.90	6.80^ab	1.80	10.00
	C	14	6.35±1.40	6.26^ab	3.80	8.40
	D	15	5.58±1.97	5.60^b	1.40	8.60
	E	16	7.61±1.64	8.30^a	4.20	9.40
Work-related resources	A	3	6.83±2.04	7.75	4.50	8.25	0.089
	B	38	7.54±1.56	7.50	4.25	10.00
	C	14	6.48±1.24	6.62	5.00	9.00
	D	15	7.49±1.41	8.00	3.66	8.75
	E	16	7.86±1.22	7.75	5.25	10.00
Social support	A	3	8.83±1.25	9.00	7.50	10.00	0.300
	B	38	7.23±2.21	7.50	1.50	10.00
	C	14	7.57±2.44	8.25	3.00	10.00
	D	15	7.96±2.43	9.00	1.50	10.00
	E	16	6.65±2.10	6.25	2.00	10.00
Intrinsic motivation	A	3	8.41±0.14	8.50	8.25	8.50	0.694
	B	38	6.97±2.09	7.25	2.00	10.00
	C	14	7.03±1.92	7.00	2.75	10.00
	D	15	7.06±2.53	8.00	1.00	9.75
	E	16	6.59±2.01	6.25	3.50	9.50
Training to perform their activities	A	3	7.00±2.73	7.67	4.00	9.33	0.584
	B	38	7.92±1.55	8.00	4.00	10.00
	C	14	7.43±1.31	7.83	5.33	9.33
	D	15	8.15±1.30	8.67	5.33	9.67
	E	16	7.93±1.58	8.33	4.33	9.67
Perception of quality of life	A	3	6.00±1.73	5.00^ab	5.00	8.00	0.012
	B	38	7.10±1.94	7.00^a	3.00	10.00
	C	14	6.21±1.76	5.50^ab	3.00	9.00
	D	15	6.73±2.31	7.00^ab	1.00	9.00
		16	4.62±2.58	4.50^b	1.00	9.00

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[1] CORRESPONDING AUTHOR: Janaina Amoriele Parise. E-mail: jana.amoriele@gmail.com