Thesis (MA.)--University of Stellenbosch, 2001. / ENGLISH ABSTRACT: Worldwide call centres are being used by organisations to provide services and products to their clients in an immediate, interactive and cost-effective way. Taking into consideration the characteristics of call centres, the important contribution they make to the economical success of present day organisations, as well as the demands that this environment makes on employees, the question arises whether emotional intelligence is related to performance in call centres. A literature study of the nature and extent of emotional intelligence, with specific reference to the workplace, was carried out. Focus was further placed on call centres and the influence emotional competencies have on success in this environment. Emotional intelligence is conceptualised, as competencies that may enable individuals to use emotions to their advantage to achieve desired outcomes. In the literature emotional intelligence is regarded as a factor that influences an individual's performance. The primary goal of this study was to determine whether there is a relationship between emotional intelligence and performance in the call centre environment. The sample in this study is compiled of 135 call centre agents, working respectively in client service, sales and administrative environments, in a life assurance company. A questionnaire consisting of biographical items, the "Emotional Competency Inventory" and a performance rating, was used to obtain the necessary data from the subjects. rThe results of this study revealed that a statistically significant and positive correlation exists between emotional intelligence and performance in call centres. No statistical significant difference was found between the correlation of emotional intelligence and performance in the respective call centre environments of client service, sales and administration. A positive and statistically significant correlation was found between performance and the four areas of emotional intelligence, namely self-awareness, self-management, social awareness and social skills. With regard to the mean scores of emotional intelligence and performance, the results of the study suggest no statistically significant difference between the respective call centre environments. It was also established which combination of emotional competencies serves as best predictors of performance in the call centre environment. The main objectives of this study were successfully achieved. General conclusions and possible explanations for the above-mentioned findings are presented. Finally the implementation value of the study is discussed and recommendations for future research are made. / AFRIKAANSE OPSOMMING: Oproepsentrums word wereldwyd deur organisasies aangewend om hul kliente op 'n onmiddellike, interaktiewe en koste-effektiewe wyse van dienste en produkte te voorsien. Teen die agtergrond van die kenmerke van oproepsentrums, die betekenisvolle bydrae wat dit tot die ekonomiese sukses van vandag se organisasies lewer, asook die eise wat hierdie omgewing aan werknemers stel, ontstaan die vraag of emosionele intelligensie met werksprestasie in oproepsentrums verb and hou. 'n Literatuurstudie oor die aard en omvang van emosionele intelligensie, met spesifieke verwysing na die werksplek, is uitgevoer. Verder is op oproepsentrums en die invloed van emosionele bevoegdheid op die werksukses in hierdie omgewing gefokus. Emosionele intelligensie word gekonseptualiseer as bevoegdhede wat individue in staat mag stel om emosie tot hul voordeel aan te wend ten einde die verlangde uitkomste te bereik. Emosionele intelligensie word in die literatuur as 'n faktor wat 'n invloed op 'n persoon se werksprestasie kan he geidentifiseer. Die primere doelstelling van hierdie studie was om te bepaal of daar 'n verband tussen emosionele intelligensie en werksprestasie in die oproepsentrum-omgewing bestaan. Die steekproef in hierdie studie bestaan uit 135 oproepsentrum-agente in 'n lewensversekeringsmaatskappy wat onderskeidelik in klientediens, verkoops- en administratiewe omgewings werksaam is. Daar is van 'n vraelys bestaande uit biografiese items, die "Emotional Competency Inventory" en 'n werksprestasietelling, gebruik gemaak om die nodige inligting van die proefpersone te bekom. Die resultate van hierdie ondersoek toon dat daar 'n statisties beduidende en positiewe verband tussen emosionele intelligensie en werksprestasie in oproepsentrums bestaan. Geen statisties beduidende verskil is aangetref tussen die korrelasies van emosionele intelligensie en werksprestasie in die onderskeie oproepsentrum-omgewings, naamIik klientediens, verkope en administrasie, nie. 'n Positiewe en statisties beduidende verb and is gevind tussen werksprestasie en die vier areas van emosionele intelligensie, naamlik selfbewussyn, selfbestuur, sosiale bewussyn en sosiale vaardigheid. Ten opsigte van die gemiddelde tellings van emosionele intelligensie en werksprestasie dui die resultate van die studie op geen statisties beduidende verskille in die onderskeie oproepsentrurn-omgewings rue. Verder is vasgestel watter kombinasie van emosionele bevoegdhede as die beste voorspellers van werksprestasie in die oproepsentrum-omgewing funksioneer. Die vemaamste doelstellings van hierdie studie IS suksesvol bereik. Algemene gevolgtrekkings en moontlike verklarings vir bogenoemde bevindings word aangebied. Laastens word die implementeringswaarde van die studie bespreek en aanbevelings vir verdere navorsing gedoen.

Thesis (MComm)--Stellenbosch University, 2014. / ENGLISH ABSTRACT: The increasing demand for client-services in a highly competitive business environment has resulted in a substantial increase in the number of call centres in South Africa and worldwide (Carrim, Basson & Coetzee, 2006). Within the call centre industry, turnover intentions have been identified as one of the most pressing problems in terms of cost and productivity. This research suggests that the exploration and then the alteration of job resources and job demands will help elicit factors that foster engagement and will help lessen and/or alleviate burnout experiences. This in turn will help to decrease turnover intentions in the South African call centre industry. This research attempts to investigate the proposed relationships between the constructs in a structural model. The literature review defines turnover, turnover intention, engagement, burnout as well as job demands and job resources, using the Job Demands- Resources model. It also discusses the importance for organisations to understand employees’ turnover intentions. The literature review aims to portray that there are relationships between the five constructs. The current research was conducted in 5 inbound/outbound South African call centres. The sample was comprised of 122 participants and a non-probability sampling technique, convenience sampling was utilized. A self-developed Biographical Questionnaire, the Utrecht Work Engagement Scale (UWES) and the Maslach Burnout Inventory Questionnaire (MBI) were used as measuring instruments. Job demands and job resources using the Work Design Questionnaire (WDQ) by Morgeson and Humphrey (2006) were used as well as a Turnover Intentions Questionnaire developed by Roodt (2004) cited in Adam and Roodt (2008). A reliability analysis was done to assess the measurement properties of the respective measures, and all scales showed highly acceptable reliability. The data wereanalysed using the soft approach to Structural Equation Modeling that is Partial least squares path modeling. The results indicate that all of the relationships tested are significant. A model testing engagement and burnout as mediators were also investigated. Both relationships were insignificant hence engagement is a mediator between job resources and intention to quit and burnout a mediator between job demands and intention to quit. This was also confirmed by two separate Sobel tests (Sobel, 1982). This study adds to existing literature on job resources, job demands, engagement, burnout and intention to quit by providing insights into the relationships among these constructs. This study also provides call centres with valuable information for the development and/or alterations of working conditions aimed at mitigating turnover behavior and maximizing organizational outcomes through an engaged workforce. / AFRIKAANSE OPSOMMING: Die toenemende vraag na kliënt-dienste, in 'n hoogs mededingende sakeomgewing, het gelei tot 'n aansienlike toename in die aantal van oproep-diens sentrums in Suid-Afrika asook die wêreld (Carrim, Basson & Coetzee, 2006). Intensie om te bedank is geïdentifiseer as een van die mees dringende probleme in terme van koste en produktiwiteit, binne oproepsentrums. Hierdie navorsing dui daarop dat die eksplorasie en die verandering van werkbronne met betrekking tot die werksomgewing en werkvereistes; sal faktore ontlok wat kan aanleiding gee tot die verbintenis betrokkenheid van personnel, en sal ook help om uitbranding ervarings te verminder of om te verlaag. Dit op sy beurt sal meerbring dat intensie om te bedank dus verlaag word binne die Suid-Afrikaanse oproepsentrum-bedryf. Hierdie navorsing poog om die voorgestelde verwantskap tussen die konstrukte in 'n strukturele model te ondersoek. Die literatuuroorsig definieer omset, intensie om te bedank, verbetenis, uitbranding sowel as werkvereistes en werkbronne, met die hulp van die werk-eise model. Dit bespreek ook die belangrikheid vir organisasies om werknemer omset bedoelings te verstaan. Die literatuuroorsig poog om die verwantskap tussen die vyf konstrukte te illustreer. Die huidige navorsing was gedoen by 5 inkomende/uitgaande Suid- Afrikaanse oproepsentrums. Eenhonderd twee en twintig (122) deelnemers was in die navorsing gebruik en 'n nie-waarskynlikheidsteekproefneming tegniek, gerieflikheidsteekproef was benut. 'n Self-ontwikkelde biografiese vraelys, die Utrecht Werksbegeesteringskaal (UWES) en die Maslach Uitbrandingsvraelys (MBI) was as meetinstrumente gebruik. Werkvereiste en werkbronne was gemeet deur die werk Ontwerp vraelys (WDQ) wat deur Morgeson en Humphrey (2006) ontwikkel is, addisioneel tot die voorafgaande was omset bedoelings vraelyste wat deur Roodt (2004) ontwikkel is soos aangehaal in Adam en Roodt (2008). 'n Betroubaarheid analise is gedoen om die meting eienskappe van die onderskeie maatreëls te evalueer, en daar is bevind dat al die skale hoogs aanvaarbare betroubaarheid toon. Die data is ontleed met gebruik van die sagte benadering tot strukturele vergelykingsmodellering wat PLS modellering. Die resultate dui daarop dat al die verhoudings wat getoets was betekenisvol is. 'n Model toets verbintenis en uitbranding as bemiddelaar is ook ondersoek. Beide verhoudings was onbeduldende daarom is verbintenis ‘n bemiddelaar tussen werkbronne en voorneme om te bedank en uitbranding 'n bemiddelaar tussen werk eise en intensie om te bedank. Dit is ook bevestig deur twee afsonderlike Sobel toetse (Sobel, 1982). Hierdie studie dra by tot die bestaande literatuur oor werkbronne, werkwerkvereistes, uitbranding en intensie om op te bedank deur die verskaffing van insigte in die verhoudings tussen hierdie konstrukte. Hierdie studie bied ook vir oproepdiens-sentrums waardevolle inligting vir die ontwikkeling en/of verandering van werksomstandighede wat daarop gemik is om die veranderende opset van omset gedrag en om optimale uitkoms van verandering vir die organisasie deur 'n betrokke werksmag te benut.

In this study I investigate for two consecutive breeding seasons male calling patterns in natural population of European treefrog (Hyla arborea), a hylid frog with prolonged breeding season and a lek mating system. I tested the hypothesis that males modify their vocal behavior in different ways when faced with stimuli of competitors with various body size. Further here, the influence of water temperature and size of advertising males on their call properties were concerned.

This paper discusses the relationship between hardiness personality and workers’ voluntary resignation from call center jobs. The aim is to understand the decision to leave through a subject’s personality. The hardiness personality questionnaire developed by Moreno, Garrosa and Gonzalez (2000) was administered to a sample of 81 telemarketers. A higher probability of voluntary resignation was found in those with low hardiness personality as well as in those with higher levels of education. The greater permanence of workers with a high level of hardiness personality shows that there are individual traits that facilitate the way in which the worker deals with the demands and the perception of the work setting, which influences the voluntary resignation decision in this type of organizations. / En el presente trabajo se analiza la relación entre la personalidad resistente, y el egreso voluntario de los trabajadores en call centers. Se pretende entender la decisión de egreso, a través de la personalidad. Se aplicó el cuestionario de personalidad resistente desarrollado por Moreno, Garrosa y Gonzalez (2000) a una muestra de 81 teleoperadores. Se encontró una probabilidad mayor de egreso voluntario en las personas con baja personalidad resistente así como las que cuentan con mayores niveles de escolaridad. Esto nos permite señalar que existen rasgos individuales que facilitan la gestión de las demandas y la percepción sobre el contexto laboral que influye en la decisión de egreso en este tipo de organizaciones. / Dans le présent travail, la relation entre la personnalité résistante et le départ volontaire des travailleurs dans les centres d’appels est analysée. Il est destiné à comprendre la décision de sortir, à travers la personnalité. Le questionnaire sur la personnalité résistante développé par Moreno, Garrosa et Gonzalez (2000) a été appliqué à un échantillon de 81 télévendeurs. Nous avons trouvé une probabilité plus élevée de départ volontaire chez les personnes à faible personnalité résistante ainsi que chez celles ayant un niveau de scolarité plus élevé. Cela nous permet de souligner qu’il existe des caractéristiques individuelles qui facilitent la gestion des demandes et la perception du contexte de travail qui influence la décision de quitter ce type d’organisation. / Neste trabalho se analisa, a relação entre a personalidade resistente e a saída voluntária dos trabalhadores em centros de chamada. Pretende-se compreender a decisão de saída, através da personalidade. Foi aplicado o questionário de personalidade resistente desenvolvido por Moreno, Garrosa e Gonzalez (2000) em uma mostra de 81 teleoperadores. Uma maior probabilidade de retirada voluntária foi encontrada em pessoas com baixa personalidade resistente assim como aqueles com níveis mais elevados de escolaridade. Isso nos permite apontar que existem traços individuais que facilitam o gerenciamento das demandas e a percepção sobre o contexto de trabalho que influencia a decisão de saída neste tipo de organizações

O Call center é uma estrutura que visa ao atendimento de clientes com a utilização de um terminal de computador e de um aparelho telefônico. O setor sofreu grande expansão e, no ano de 2006, foi responsável pela geração de 60 mil empregos diretos e tornou-se uma forma de contato e negócios atrativa para empresas do ramo público e privado. Esses empregos apresentam os benefícios do vínculo empregatício em um momento em que a economia está baseada, em grande parte, na precarização do trabalho e no desemprego estrutural. Tendo em vista o seu crescimento, a presença de características do trabalho taylorista nessa atividade e as informações obtidas por uma pesquisa realizada anteriormente por Scolari (2007), o presente trabalho se propôs a estudar o call center para melhor entender a sua organização. Como principal objetivo, apresenta-se a análise das vivências de Prazer e Sofrimento no trabalho entre os operadores do call center. Foi realizada uma pesquisa qualitativa que, como meio de investigação, utilizou a estratégia de estudo de caso. Como método de análise dos dados qualitativos, utilizou-se a análise de conteúdo. A pesquisa obteve como resultado a elaboração de 34 categorias iniciais, 8 categorias intermediárias e 3 categorias finais que foram estudadas com um referencial teórico da Psicodinâmica do Trabalho, do autor francês Christophe Dejours. Como resultados, a pesquisa possibilitou a melhor compreensão da percepção dos operadores de como seu trabalho está estruturado, detectou a presença de fatores que geram prazer e de fatores que geram sofrimento na atividade bem como as mediações no trabalho que proporcionam um equilíbrio de sensações pelo sentimento dicotômico, antagônico e controverso que é gerado pelo prazer e pelo sofrimento. Além disso, o estudo possibilitou a verificação de como a atividade interfere na vida pessoal e profissional dos operadores de call center em aspectos positivos, entre eles, melhora na forma de expressão, desenvolvimento da comunicação, maior educação e em aspectos negativos os quais incluem, entre outros, sedentarismo, em alguns casos com ganho de peso, cansaço mental, cansaço físico e estresse. / The Call center is a structure that aims at the attendance customers through the use of a terminal of computer and a telephonic device. The sector had great expansion and in the year of 2006 it was responsible for generation of 60 thousand jobs direct. Became a attractive form of contact and businesses for public companies and private branch. These jobs present benefits of employment bond at a moment where economy is based, in majority, the reduction of work and structural unemployment. Considering the growth of sector, the presence of Taylorism characteristics at these activities. Using information obtained by Carolina Scolari (2007) research, this work is proposed to study Call Center and understand your organization. Presenting main objective analysis of experiences Pleasure and Suffering in work between operators of call center. A qualitative research was carried through. The strategy of case study was used in this work. As method of research of qualitative data was used content analysis. The research got as resulted the elaboration of 34 initial categories, 8 intermediate categories and 3 final categories that had been studied through a theoretical referential of the psychodynamic of Work, of Christophe Dejours, French author. As results the research made possible the best understanding perception of operators as its work is structuralized, of factors that cause to pleasure and suffering in this activity. As well mediations in work that to proportion a equilibrium of sensations for dichotomous, antagonistic and controversial feeling. Created from pleasure and suffering sensations. The study also showed interference in personal and professional life of these workers. This interference improve the comunication, expression and education. But the negative interference includes inactivity, weight gain, physical and mental fatigue.

Made available in DSpace on 2009-11-18T19:01:38Z (GMT). No. of bitstreams: 1 ACF272.pdf: 459544 bytes, checksum: 864dc963bbf1498b1cdeff96a1d38210 (MD5) Previous issue date: 2007 / Having as basic purpose, that the work motivational strategies are more efficient when elaborated directly from the worker¿s personal goals and values, the study line of this dissertation searched to identify the worker¿s motivational employee¿s profile from call center industry. The knowledge of this motivational profile makes possible the development of differentiated programs of motivation inside the organization, aiming to attend goals of diverse groups of workers. In order to achieve the considered objective, the present dissertation analyzed one of the biggest companies in call center¿s inside Brazilian market, the BrasilCenter Communications Ltda. In such a way, in the first stage of the study, a bibliographical research was carried out, with the objective to collect contributions from diverse authors on the motivation subject, and also a modern theory of values was presented, verified empirically in more than 60 countries, which identifies the people¿s motivational structure. Having as base the results of these studies, the worker¿s concept profile motivational and argued its way of evaluation in the organizations it was boarded. In the second stage, a field research was carried out, with the application of the Inventory of Values of Schwartz theory (IVS), in order to identify the employee¿s motivational profile crowded in the Center of Attendance and Services (call center) company, located in Juiz de Fora city. The analysis of the results from the field research, based on the bibliographical data, identified that the values prioritized for the call center¿s employees are the ones that serves the collective and mixing goals. This motivational profile offers some perspectives of employee¿s valuation that correspond to their goals and interests. The displayed results point respect to the centrality of the types of values benevolence, conformity, security and universalism among the participants in the sample. As the accented was more among the employees it was the search of collective results it, is concluded that the more appropriate valuation strategies are those related to the tolerance for the ideas and opinion of the others, to harmonic a organizational enviroment, the concern with the quality of life at work and the social aspects of the work. / Tendo como pressuposto básico, que as estratégias de motivação laboral são mais eficientes quando correspondem diretamente a metas e valores do trabalhador, a linha de estudo desta dissertação buscou identificar o perfil motivacional do empregado do setor de call center. O conhecimento desse perfil motivacional possibilita o desenvolvimento de programas diferenciados de motivação dentro da organização, visando atender metas de diversos grupos de trabalhadores. A fim de atingir o objetivo proposto, a presente dissertação analisou uma das maiores empresas do mercado brasileiro de call center, a BrasilCenter Comunicações Ltda. Para tanto, a primeira parte do estudo, apresenta uma pesquisa bibliográfica, com o objetivo de coletar contribuições de diversos autores sobre o tema motivação, e também foi apresentada uma moderna teoria dos valores, verificada empiricamente em mais de 60 países, que identifica a estrutura motivacional das pessoas. Tendo como base os resultados desses estudos, foi abordado o conceito de perfil motivacional do trabalhador e discutido o seu modo de avaliação nas organizações. Na segunda etapa, foi realizada uma pesquisa de campo, com a aplicação do Inventário de Valores de Schwartz (IVS), a fim de identificarmos o perfil motivacional dos empregados lotados no Centro de Atendimento e Serviços (call center) da empresa, localizados na cidade de Juiz de Fora. A análise dos resultados da pesquisa de campo, fundamentada nos dados bibliográficos, identificou que os valores priorizados pelos empregados do call center são os que atendem às metas coletivas e mistas. Esse perfil motivacional oferece algumas perspectivas de valorização do empregado, que correspondem às suas metas e interesses. Os resultados expostos apontam para a centralidade dos tipos de valores benevolência, conformidade, segurança e universalismo entre os participantes da amostra. Como a motivação mais acentuada entre os empregados foi a procura de resultados coletivos, conclui-se que as estratégias de valorização mais apropriadas são aquelas relacionadas a um clima de tolerância às idéias e opiniões dos outros, a um clima organizacional harmônico, a preocupação com a qualidade de vida no trabalho e a aspectos sociais do trabalho.

The objective of this study was to: (1) assess the overall wellness climate profile of a sample of higher education call centre employees for national benchmarking purposes; (2) explore the relationship between the participants‟ sense of coherence, affective wellbeing and burnout; and (3) determine how the participants differ regarding these variables in terms of socio-demographic contextual factors such as gender, race, age, and marital status. The South African Employee Health and Wellness Survey was used as a measuring instrument. Compared to the national norm, the results indicated a risky wellness climate reflecting a burnout propensity, lower morale (affective wellbeing) and lower resilience (sense of coherence). Significant relations existed between the participants‟ sense of coherence, affective wellbeing and burnout levels. Significant differences regarding these variables were also detected between males and females and the various marital status groups regarding the participants‟ sense of coherence, affective wellbeing and burnout. The findings of this study contributed new knowledge that may be used to inform employee wellness programmes within a higher education call centre environment. The study concluded with recommendations for future research and practice. / Industrial and Organisational Psychology / M. Comm. (Industrial and Organisational Psychology)

O Call center é uma estrutura que visa ao atendimento de clientes com a utilização de um terminal de computador e de um aparelho telefônico. O setor sofreu grande expansão e, no ano de 2006, foi responsável pela geração de 60 mil empregos diretos e tornou-se uma forma de contato e negócios atrativa para empresas do ramo público e privado. Esses empregos apresentam os benefícios do vínculo empregatício em um momento em que a economia está baseada, em grande parte, na precarização do trabalho e no desemprego estrutural. Tendo em vista o seu crescimento, a presença de características do trabalho taylorista nessa atividade e as informações obtidas por uma pesquisa realizada anteriormente por Scolari (2007), o presente trabalho se propôs a estudar o call center para melhor entender a sua organização. Como principal objetivo, apresenta-se a análise das vivências de Prazer e Sofrimento no trabalho entre os operadores do call center. Foi realizada uma pesquisa qualitativa que, como meio de investigação, utilizou a estratégia de estudo de caso. Como método de análise dos dados qualitativos, utilizou-se a análise de conteúdo. A pesquisa obteve como resultado a elaboração de 34 categorias iniciais, 8 categorias intermediárias e 3 categorias finais que foram estudadas com um referencial teórico da Psicodinâmica do Trabalho, do autor francês Christophe Dejours. Como resultados, a pesquisa possibilitou a melhor compreensão da percepção dos operadores de como seu trabalho está estruturado, detectou a presença de fatores que geram prazer e de fatores que geram sofrimento na atividade bem como as mediações no trabalho que proporcionam um equilíbrio de sensações pelo sentimento dicotômico, antagônico e controverso que é gerado pelo prazer e pelo sofrimento. Além disso, o estudo possibilitou a verificação de como a atividade interfere na vida pessoal e profissional dos operadores de call center em aspectos positivos, entre eles, melhora na forma de expressão, desenvolvimento da comunicação, maior educação e em aspectos negativos os quais incluem, entre outros, sedentarismo, em alguns casos com ganho de peso, cansaço mental, cansaço físico e estresse. / The Call center is a structure that aims at the attendance customers through the use of a terminal of computer and a telephonic device. The sector had great expansion and in the year of 2006 it was responsible for generation of 60 thousand jobs direct. Became a attractive form of contact and businesses for public companies and private branch. These jobs present benefits of employment bond at a moment where economy is based, in majority, the reduction of work and structural unemployment. Considering the growth of sector, the presence of Taylorism characteristics at these activities. Using information obtained by Carolina Scolari (2007) research, this work is proposed to study Call Center and understand your organization. Presenting main objective analysis of experiences Pleasure and Suffering in work between operators of call center. A qualitative research was carried through. The strategy of case study was used in this work. As method of research of qualitative data was used content analysis. The research got as resulted the elaboration of 34 initial categories, 8 intermediate categories and 3 final categories that had been studied through a theoretical referential of the psychodynamic of Work, of Christophe Dejours, French author. As results the research made possible the best understanding perception of operators as its work is structuralized, of factors that cause to pleasure and suffering in this activity. As well mediations in work that to proportion a equilibrium of sensations for dichotomous, antagonistic and controversial feeling. Created from pleasure and suffering sensations. The study also showed interference in personal and professional life of these workers. This interference improve the comunication, expression and education. But the negative interference includes inactivity, weight gain, physical and mental fatigue.

In this article, the authors explain the type of treatment the Call Spread options should be given. They argue that these should be treated as a unique derivative and not as one compound by two independent elements. Likewise, they outline the premium as an inherent element in the determination of any gains or losses from the financial options that it is decided to adopt. As an important point, they claim that adopting one specific side about the treatment of the Call Spread options and the premium implies having a viewpoint about their determination in the Income Tax. / En el presente artículo, los autores explican el tipo de tratamiento que se debería dar a las opciones Call Spread. Sostienen que debería ser tratado como un derivado único y no como uno compuesto por dos elementos independientes. Asimismo, señalan a la prima como un elemento inherente a la determinación de las eventuales ganancias o pérdidas definitivas generadas por las opciones financieras que se decida adoptar. Como punto importante, indican que adoptar una posición específica sobre el tratamiento de las opciones Call Spread y de las primas supone una posición sobre su determinación en el Impuesto a la Renta.

O Call center é uma estrutura que visa ao atendimento de clientes com a utilização de um terminal de computador e de um aparelho telefônico. O setor sofreu grande expansão e, no ano de 2006, foi responsável pela geração de 60 mil empregos diretos e tornou-se uma forma de contato e negócios atrativa para empresas do ramo público e privado. Esses empregos apresentam os benefícios do vínculo empregatício em um momento em que a economia está baseada, em grande parte, na precarização do trabalho e no desemprego estrutural. Tendo em vista o seu crescimento, a presença de características do trabalho taylorista nessa atividade e as informações obtidas por uma pesquisa realizada anteriormente por Scolari (2007), o presente trabalho se propôs a estudar o call center para melhor entender a sua organização. Como principal objetivo, apresenta-se a análise das vivências de Prazer e Sofrimento no trabalho entre os operadores do call center. Foi realizada uma pesquisa qualitativa que, como meio de investigação, utilizou a estratégia de estudo de caso. Como método de análise dos dados qualitativos, utilizou-se a análise de conteúdo. A pesquisa obteve como resultado a elaboração de 34 categorias iniciais, 8 categorias intermediárias e 3 categorias finais que foram estudadas com um referencial teórico da Psicodinâmica do Trabalho, do autor francês Christophe Dejours. Como resultados, a pesquisa possibilitou a melhor compreensão da percepção dos operadores de como seu trabalho está estruturado, detectou a presença de fatores que geram prazer e de fatores que geram sofrimento na atividade bem como as mediações no trabalho que proporcionam um equilíbrio de sensações pelo sentimento dicotômico, antagônico e controverso que é gerado pelo prazer e pelo sofrimento. Além disso, o estudo possibilitou a verificação de como a atividade interfere na vida pessoal e profissional dos operadores de call center em aspectos positivos, entre eles, melhora na forma de expressão, desenvolvimento da comunicação, maior educação e em aspectos negativos os quais incluem, entre outros, sedentarismo, em alguns casos com ganho de peso, cansaço mental, cansaço físico e estresse. / The Call center is a structure that aims at the attendance customers through the use of a terminal of computer and a telephonic device. The sector had great expansion and in the year of 2006 it was responsible for generation of 60 thousand jobs direct. Became a attractive form of contact and businesses for public companies and private branch. These jobs present benefits of employment bond at a moment where economy is based, in majority, the reduction of work and structural unemployment. Considering the growth of sector, the presence of Taylorism characteristics at these activities. Using information obtained by Carolina Scolari (2007) research, this work is proposed to study Call Center and understand your organization. Presenting main objective analysis of experiences Pleasure and Suffering in work between operators of call center. A qualitative research was carried through. The strategy of case study was used in this work. As method of research of qualitative data was used content analysis. The research got as resulted the elaboration of 34 initial categories, 8 intermediate categories and 3 final categories that had been studied through a theoretical referential of the psychodynamic of Work, of Christophe Dejours, French author. As results the research made possible the best understanding perception of operators as its work is structuralized, of factors that cause to pleasure and suffering in this activity. As well mediations in work that to proportion a equilibrium of sensations for dichotomous, antagonistic and controversial feeling. Created from pleasure and suffering sensations. The study also showed interference in personal and professional life of these workers. This interference improve the comunication, expression and education. But the negative interference includes inactivity, weight gain, physical and mental fatigue.