Psychological suffering, work intensification and mental exhaustion and: Work in Call Centers
Keywords:
Mental health, Mental disorders, Occupational health, Occupational risksAbstract
The research analyzed how psychological distress is related to the organization of work, its intensification and the mental exhaustion of telemarketers. This is a cross-sectional, descriptive study, carried out with telemarketers from two companies located in the metropolitan region of a northeastern capital. In total, 364 questionnaires and 445 Self-Reporting Questionnaires-20 were applied with the aim of characterizing social, work and health aspects, as well as the predisposition to Common Mental Disorders. The data were analyzed from a critical approach, considering the singular-particular-universal dialectic. The findings indicate that work intensification, low autonomy and job instability characterize the reality of telemarketers, resulting in significant impacts on health, such as those that characterize common mental disorders. Associated with this, psychological distress acts as an instrument that enhances the organization of work, through its intensification, and can lead to mental exhaustion among workers, indicating the high rates of absence and mental illness in the category, as well as the high turnover in the sector. This study highlights the urgency of a critical approach to the organization of work that questions the structure of the production system.
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The research data is contained in the manuscript