EMPLOYMENT AND LABOR CONDITIONS IN CALL CENTERS SERVICES IN BRAZIL, 2003-2008

Authors

  • Daniel Gustavo Mocelin

Abstract

This paper presents results from a research on employment and labor conditions in call centers services, in Brazil. Call centers are business organizations of telemarketing services. Their operators are workers with higher education (demand of medium instruction) compared to Brazilian job market levels, but, paradoxically, the labor conditions are characterized by turnover increase and low remuneration. The first session examines the controversies of the literature about call centers services and their characteristics with the objective of mapping the current state of theoretical debate. In the second session work and employment conditions were analyzed through variables such as remuneration, labour contract and education of the employees, among others. The organizational structure of the telemarketing companies it seems not conducive to the creation of good jobs. The characteristics of the sector and the emergency of this new type of worker it helps o understand labor in the services sector. The analysis of employment is based on data from the Annual Report of Social Information (in portuguese, RAIS) of the Ministry of Labor and Employment of Brazil (in portuguese, MTE).

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Published

2010-12-21

How to Cite

Mocelin, D. G. (2010). EMPLOYMENT AND LABOR CONDITIONS IN CALL CENTERS SERVICES IN BRAZIL, 2003-2008. Revista Da ABET, 9(2). Retrieved from https://periodicos.ufpb.br/index.php/abet/article/view/15498