Rotatividade de pessoas e os impactos na qualidade de serviço do call center: setor de telecomunicações

Abstract

The Brazilian telecommunications market has undergone major changes in recent years, with investments to modernize and expand the network, and review processes with a strategy of outsourcing some areas. Among these areas is the telephone answering service, the new Call Center companies for the telemarketing service and customer service. Call Center companies have grown to become one of the main entrants to all the demands and complaints in the industry. Some of the complaints are the responsibility of Call Center companies and a turnover of their business can influence customer satisfaction. The present research had as objective to evaluate the reasons for the rotation of Call Center employees in the telecommunications sector. In this sense, interviews were conducted through questionnaires applied to two different groups. In the first group were interviewed managers to understand which more stressful operations, which can impact on the turnover of the Agents. The second group was composed by Call Center Agents that have the last ones directed. The main results of this study were: Agent satisfaction, salary motivation and flexibility in working hours, low turnover and high stress, failure to reach the goals. Motivational testing opportunities to reduce stress and turnover have not been proven as a once again in the quality of service provided.