This is a study conducted in a telecommunications call centre called the Greater Brand Company; located in KwaZulu Natal, in a suburb North of Durban. I conducted fieldwork for a complete year whilst working full time in the call centre. Although the call centre had over 400 call centre agents employed at the Durban branch, I had access to 121 agents who worked a similar shift as me. The experiences of these agents are brought to life through this piece of research. The Great Branding Company (pseudonym) is an inbound call centre, which means it handles incoming calls and offers customer service to these callers. It has been argued that “since their appearance on the scene in the early 1990s, call centres have become the most important single source of customer contact in the developed information economies. They have also become huge employment generators, with jobs numbering in the millions” (Rusell, 2008: 01). The call centre industry is growing globally and South Africa is in line with this growth. The nature of the work is also very fast paced and challenging, yet monotonous, for the faceless employees who are working in this environment. The research aims to bring an understanding of these challenges and offer insight into the activities that agents engage in as ways to cope with their jobs. I carefully chose research methodologies that I believed were going to add value to the research. Writing from the emic perspective offers an opportunity to be able to be part of the study and share my views with very little inhibitions and thus offering a richer ethnography. My research was conducted using purely qualitative research tools because it examines the lives of the call centre agents and there is no better way to showcase this than through qualitative research. Participant observation being the key tool that I used to gain information in true Anthropology style. Being a participating observer did not mean I was devoid of barriers to entry; it did however put me at an advantage to gain better rapport amongst the research participants who considered me to be one of their own. In supplementing participant observation I also used focused groups, unstructured interviews and semi structured interviews for those questions that required greater probing. The combination of all these research methodologies allowed me an opportunity to gain a greater understanding into the lives of agents and thus write some detailed ethnographic chapters. The study adds to the field of Industrial Anthropology and hopes to spark a greater interest into this field thereby creating a platform for more researchers to conduct studies on call centre employment in the South African context. / Thesis (M.A.)-University of KwaZulu-Natal, Durban, 2013.

The purpose of this research was to articulate the process and principles of relay succession in the senior pastorate within the Church of God (COG). The research was accomplished through three phases and four case studies. The first phase--define and design--sought to review the precedent literature and begin the development of a case study protocol with embedded interviews. The interview was subject to review by an expert panel and approved by the chairperson of the dissertation committee. The second phase--prepare, collect, and analyze--included completing the case study protocol, collecting data at each individual case study site, writing individual case study reports and analyzing the data. In the final stage, analyze and present findings, the researcher sought to complete a cross-case analysis and present the findings according to the research purpose in order to answer the four research questions.

Diese Studie präsentiert die Ergebnisse einer Befragung zur Verbreitung von Business Intelligence-Technologien (BI) in der Call Center-Branche. Neben der Erfassung struktureller Daten der Call Center umfasst dies die detaillierte Untersuchung der Bereiche Datenspeicherung, Umgang mit Kundendaten, Einsatz von BI-Technologien sowie die Analyse der Gesprächsqualität.

Diss. Nr. 3572 Wirtschaftswiss. St. Gallen, 2008. / Im Buchh.: Bern etc. : P. Lang. Register. Literaturverz.

Cette recherche est le résultat de deux travaux d’analyse de l’activité dans deux centres d’appels téléphoniques en Argentine. Un travail de terrain, ainsi qu'une appréciation de plusieurs autres centres d’appels téléphoniques dans différents pays, auront servi de point de départ pour étudier deux grands axes: d’une part, l’étude des conséquences du travail dans les call centers sur la santé mentale et d’autre part, l'analyse des différentes approches de cette problématique en vue de sa transformation. La psychodynamique du travail et l’ergonomie de l’activité proposent différents regards, aujourd’hui confrontés aux questionnaires d’évaluation des risques psychosociaux. Cette thèse vise à mieux appréhender le lien entre l’organisation du travail, le contenu des tâches et les conséquences pour les travailleurs argentins, et compare ces résultats avec ceux d' autres pays où des investigations similaires ont été menées. / This research is the result of a thorough analysis of the work of two call centers in Argentina. This fieldwork, building on call center visits undertaken in other countries, is the starting point for the study of two main issues. Firstly, the study of the consequences of call center work for mental health. Secondly, the study of different approaches that support the development of ways to improve it such work. Work psychodynamics and activity ergonomics are two disciplines that propose different points of view on these issues. Nowadays, they both find themselves confronted by quantitative scales that seek to measure psychosocial risks. The aim of this thesis is to increase knowledge on the relationship between work organization and tasks content and highlight the consequences for workers in Argentina. The thesis shall also compare results of the study with those found in other countries.

Submitted by Luciana Sebin (lusebin@ufscar.br) on 2016-09-20T17:48:00Z No. of bitstreams: 1 TeseROG.pdf: 6890889 bytes, checksum: 20675aff811e99709304de9a2e32f16e (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-09-21T12:46:56Z (GMT) No. of bitstreams: 1 TeseROG.pdf: 6890889 bytes, checksum: 20675aff811e99709304de9a2e32f16e (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-09-21T12:47:04Z (GMT) No. of bitstreams: 1 TeseROG.pdf: 6890889 bytes, checksum: 20675aff811e99709304de9a2e32f16e (MD5) / Made available in DSpace on 2016-09-21T12:47:12Z (GMT). No. of bitstreams: 1 TeseROG.pdf: 6890889 bytes, checksum: 20675aff811e99709304de9a2e32f16e (MD5) Previous issue date: 2015-04-17 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) / Among the various human activities, it is possible to observe the presence and the use of technologies in different situations of daily life, such as at work, in schools, at family times and leisure (SANTOS, 2013, MIRANDA, 2013, REIS, 2010). However, there is a shortage of research on CALL (Computer Assisted Language Learning), technology and teaching and learning of Foreign Languages (REIS, 2010). Based on this scenario and on government initiatives, institutions such as UNESCO and universities that develop research on technology in several areas, we propose the development of this work that aims to discuss the publications in national academic journals, classified with QUALIS A (AI and A2) in Language/ Linguistics area. Our analysis comprehends the years 2010-2014. These publications are evaluated by the Coordination for the Improvement of Higher Education Personnel (CAPES), recognized as a reliable reference by the researchers in identifying national journals (BONINI, 2004). It is, therefore, a study that selects research papers from specific journals as the particular objects being examined, characterizing an instrumental case study, as proposed Stake (1994). From these publications, we analyze the concepts of language, technology, and possible methodologies used, encompassing also the results, limitations and some of the referrals found in order to understand at what stage the research nationally published in the area is. Through data collection and analysis, we identified those publications that have online digital editions of free access and at the same time bring teaching subjects and foreign language learning, CALL and technology as theme in their published papers. Based on the results, we have noticed the incipience of studies in the area, according to the literature in our field of research. Besides, we could verify the presence of various objects that compose the covered studies, the different impacts of technology in language teaching (LT), the need of technological knowledge by the teachers, factors that may be addressed in other investigations, once we experience a national context that seems to require more academic disclosure about this theme. / Dentre as diversas atividades humanas, é possível observamos a presença e a utilização das tecnologias em diferentes situações do cotidiano das pessoas, como no trabalho, nas escolas, nos momentos em família e de lazer (SANTOS, 2013, MIRANDA, 2013). Todavia, há uma lacuna de investigações sobre CALL (Ensino de Línguas Mediado por Computador), tecnologias e o ensino e aprendizagem de Línguas Estrangeiras (LEs) (REIS, 2010). A partir desse cenário e de iniciativas governamentais, de instituições, tais como a UNESCO e de universidades, que desenvolvem pesquisas sobre tecnologia em diversas áreas, propomos o desenvolvimento deste trabalho que tem como objetivo discutir as publicações oriundas de revistas e periódicos nacionais de QUALIS A (A1 e A2) da área de Letras/Linguística. Nossa análise compreende os anos de 2010 a 2014. Essas publicações são avaliadas pela Coordenação de Aperfeiçoamento de Pessoal de Nível Superior (CAPES) e reconhecidas pelos pesquisadores como fidedignas na identificação dos periódicos nacionais (BONINI, 2004). Trata-se, portanto, de um estudo que seleciona publicações em revistas e periódicos específicos como objeto particular a ser examinado, caracterizando assim um estudo de caso instrumental, conforme propõe Stake (1994). A partir dessas publicações, analisamos as concepções de linguagem, de tecnologia, bem como as possíveis metodologias utilizadas, englobando ainda os resultados, as limitações e alguns dos encaminhamentos encontrados, a fim de compreender em que estágio se encontram as pesquisas nacionalmente divulgadas na área. Por meio da coleta e análise de dados, identificamos aqueles que possuem edições digitais online de acesso livre e gratuito e que abordam os temas desta pesquisa. Com base nos resultados, foi possível observar a incipiência dessa temática, de acordo com as publicações divulgadas. Além disso, nos foi possível, ainda, verificar a presença de diversos objetos de estudos que compõem as produções abordadas, assim como diferentes impactos da tecnologia no ensino de línguas e, também, a necessidade de maior domínio dos recursos tecnológicos pelos professores, fatores que podem ser abordados em outras investigações, uma vez que vivenciamos um contexto nacional que parece necessitar de mais divulgação de pesquisas acerca dessa temática.

This study has a twofold purpose: to demonstrate the use of the Marquardt compromise method in estimating the unknown parameters contained in the probability call-option pricing models and to test empirically the following models: the Boness, the Black-Scholes, the Merton proportional dividend, the Ingersoll differential tax, and the Ingersoll proportional dividend and differential tax.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / Trata-se de uma pesquisa com jovens de um call center de Fortaleza, que vivem do trabalho. Dividi-os, metodologicamente, em dois grupos iniciais: um com trabalhadores que pagam suas faculdades a partir do salÃrio obtido no teleatendimento; e outro com funcionÃrios que investem na ascensÃo vertical na prÃpria empresa. Na primeira situaÃÃo, os jovens tÃm em mente que a aquisiÃÃo do NÃvel Superior melhorarà objetivamente suas vidas, aumentando suas possibilidades de consumo. O trabalho para eles, mesmo desgastante, pode funcionar como um âtrampolimâ pessoal, garantindo um âsaltoâ em suas condiÃÃes de renda, fomentando o aumento do status e da prÃpria agentividade âforaâ do trabalho. No segundo grupo, tambÃm hà uma tentativa de busca por status e por uma maior agÃncia, sà que o investimento se dà âdentroâ do prÃprio trabalho. Aproveitando as possibilidades de seleÃÃes internas na empresa, os teleoperadores se apegam à âPolÃtica de Degrausâ â oferecida no call center â para buscar suas possibilidades agentivas. Esses processos de ascensÃo - tanto de nÃvel escolar, como de cargo na empresa - podem garantir a concretizaÃÃo de conquistas pessoais, profissionais, financeiras e tambÃm no Ãmbito do prestÃgio. AlÃm dos esquemas de dominaÃÃo, exploraÃÃo e absorÃÃo de mÃo-de-obra, hà indivÃduos que investem de algum modo no emprego. Essa luta por agÃncia justifica, de algum modo, a adesÃo de jovens funcionÃrios a postos de trabalho precÃrios e etÃreos, como nesse caso. Analiso tambÃm os âmazelasâ e os âdormentesâ, que sÃo jovens que resistem aos procedimentos formais da empresa e subvertem contra seus esquemas de disciplinamento. / This is a research about young call center workers from Fortaleza who lives from their word. I divided them, methodologically, into two initial groups: one for those who pay their college from their salary obtained in telemarketing and another with employees who invest in the vertical rise in the company. It the first situation the young workers have in their mind that the graduate in college will improve their life increasing expenditure possibilities. The job, even exhausting, can work like a self-uprise, guaranteeing an elevation in their income conditions, promoting a status and agentivity increased even off the word. In the second group thereâs also a trying to increase status and agency but the investment is through the work itself. Taking advantages of internal selections in the company, the telemarketers cling to the âPolÃtica de Degrausâ (steps policy) â showed at call center â to seek their own agentives possibilities. These processes of ascension â both school level, such as position in the company â can ensure the realization of personal achievements, professional, financial and also within the prestige. Beyond the domination, exploitation and absorption schemes of labour, thereâs some people who invested somehow at work. This struggle for agency justifies, somehow, the accession of young workers jobs precarious and ethereal, as in this case. Also analyze the âmazelasâ (ills) and âdormentesâ (sleepers) who are young who resist the formal procedures of the company and against their schemes subvert discipline.

O objetivo principal deste estudo foi investigar as relaÃÃes previsÃveis entre os fatores de clima organizacional e intenÃÃo de rotatividade. Foi desenvolvido com 333 operadores de call center de trÃs empresas em Fortaleza (CearÃ). As respostas obtidas foram classificadas em uma planilha eletrÃnica do programa de SPSS e submetidas a mÃtodos diferentes de estatÃsticas descritivas. Os resultados das anÃlises de regressÃo para a amostra geral revelou que o modelo explicou 18% da intenÃÃo de mudar para uma empresa de outro segmento e 20% da intenÃÃo de mudar para outro call center. A âidentificaÃÃo com o cargoâ e âidentificaÃÃo com o serviÃoâ de telecobranÃa foi significativamente responsÃvel pela intenÃÃo de mudar para uma empresa de outro segmento. Por outro lado, as variÃveis âidentificaÃÃo com o cargoâ, âorientaÃÃo tÃcnica fornecida por supervisoresâ, âapoio socioemocionalâ e âsatisfaÃÃo com a organizaÃÃoâ foram significativamente responsÃvel pela intenÃÃo de mudar para outro call center. Ã importante mostrar que as variÃveis que mais interferiram na intenÃÃo para mudar para uma companhia de outro segmento e para a intenÃÃo de mudar para outro call center eram pertencentes ao grupo de variÃveis do fator de comportamento. As conclusÃes encontradas nesse estudo podem servir como ponto de partida para a necessidade de estudos adicionais com mÃtodos semelhantes que podem aumentar o conhecimento sobre a relaÃÃo entre as variÃveis consideradas em outras realidades organizacionais. / The main objective of this study was to investigate the predictable relationships between the factors of organizational climate and turn over intention. It was developed with 333 call centerâs operators of three companies of charging section in Fortaleza (CearÃ). The obtained answers were codified in a spreadsheet of the SPSS program and submitted to different methods of descriptive statistics. The results of the analyses of regression for the general sample revealed that the model explained the amount of employees (18%) that intended to change for another company of other segment and the amount (20%) of the intention of changing for other call centers. The variables âidentification with the positionâ and âidentification with the tele-charging serviceâ were significantly responsible for the intention of changing for a company of another segment. On the other hand, the variables âidentification with the positionâ, technical orientation offered by supervisorsâ, socio-afective supportâ and âsatisfaction with the organizationâ were significantly responsible for the intention to change to an organization of other segment. It is important to point out that the variables that more interfered in the intention to change for a company of another segment and for the intention of changing for another call center were those belonging to the group of variables of behavioral factor. The conclusions of the study point to the necessity of further studies with similar methods that can increase the knowledge about the relationship between the considered variables in other organizational realities.

CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / Conselho Nacional de Desenvolvimento CientÃfico e TecnolÃgico / Dentro do atual contexto do trabalho, muitos trabalhadores tÃm sido afastados de seu exercÃcio profissional em decorrÃncia de adoecimento provocado pela prÃpria situaÃÃo de trabalho. Quando ocorre retornarem Ãs suas atividades laborais, apÃs o restabelecimento de sua saÃde, muitas vezes o fazem com restriÃÃes de sua capacidade de trabalho. O objetivo deste trabalho à apreender a experiÃncia dos atendentes quanto ao processo de trabalho-adoecimento por LER/DORT-reabilitaÃÃo. A pesquisa envolveu sete atendentes de um call center de uma empresa privada de telecomunicaÃÃes que atua no estado do CearÃ, entre os quais cinco apresentavam sintomas de LER/DORT e dois permaneciam saudÃveis, uma supervisora e um membro do sindicato da categoria. A tÃcnica utilizada foi a entrevista semi-estruturada. Os resultados encontrados revelaram que alguns aspectos do perfil do atendente sÃo semelhantes aos apresentados em outros estudos, como, por exemplo, a predominÃncia feminina com pouco mais de 70% e a preponderÃncia da terceirizaÃÃo como vÃnculo de trabalho. Quanto aos aspectos que diferiram estÃo a predominÃncia de atendentes com idade entre 18 e 22 anos e o nÃvel de escolaridade elevada. Neste caso, encontramos um nÃmero expressivo de atendentes matriculados em cursos superiores, o que significa que se trata de trabalhadores que ainda estÃo buscando maior qualificaÃÃo enquanto trabalham. Esses atendentes se defrontam com condiÃÃes de trabalho precÃrias, ritmos intensos de trabalho e cobranÃas excessivas por produtividade, o que maximiza suas chances de adquirir a LER/DORT. Somando-se a isso, nas situaÃÃes em que trabalhador adoece, a empresa tenta encobrir a relaÃÃo com a situaÃÃo de trabalho, negando-se a reconhecer o nexo causal entre os aspectos do trabalho e a doenÃa. Nos casos em que se reconhece o nexo causal, o atendente à encaminhado para tratamento e reabilitaÃÃo atravÃs do INSS. Quando este trabalhador retorna à empresa, em geral assume um posto de trabalho muito aquÃm de sua qualificaÃÃo por praticamente nÃo haver outra atividade que possa realizar sem riscos para o retorno dos sintomas de LER. Afora isto, uma vez findo seu perÃodo de estabilidade em razÃo do adoecimento, o atendente geralmente à demitido. Esses trabalhadores vivem, portanto, dois dilemas que os amedrontam: ao permanecer na empresa, sÃo forÃados a realizar atividades que consideram inÃteis e atà humilhantes, o que leva a sentirem-se discriminados por colegas e supervisores; ao serem demitidos, estarÃo no mercado de trabalho jà com sua capacidade de trabalho comprometida, antes mesmo de estarem totalmente qualificados, e tendo que concorrer com aqueles que sÃo considerados saudÃveis. / Each year a considerable number of workers are obliged to stop working due to work-related health problems. Those who manage to recover and resume their professional activities often do so under certain health restrictions. The objective of the present study was to look into the work-disease-rehabilitation process of workers afflicted with repetitive strain injury (RSI)/work-related musculoskeletal disorder (WRMD). Semistructured interviews were applied to seven operators at a private call center in Cearà (five of whom presented RSI/WRMD), one supervisor and one trade union representative. The findings show that our subjects share a number of characteristics with call center operators described in other studies on RSI/WRMD, such as the prevalence of female workers (>70%) and outsourced jobs. On the other hand, our subjects differed from most studies with regard to their age range (18-22 years) and schooling (relatively high level). Many of our subjects were taking courses at the university in order to improve their professional qualification while on the job. The poor working conditions, long hours and pressure for productivity placed our subjects at increased risk for acquiring RSI/WRMD. In general, when workers present work-related diseases, companies may deny the existence of a causal relationship. When such relationships are recognized workers are referred to treatment and rehabilitation through public health care (SUS). When rehabilitated workers return to their respective companies they are often given jobs below their actual skill level to prevent recurrence of RSI/WRMD. Once the period expires during which rehabilitated workers are protected against dismissal by law, many such workers are laid off. Thus, workers in this category are caught in a dilemma: if they remain on the job after their rehabilitation, they will have to perform activities they consider meaningless or even humiliating, while being discriminated by peers and supervisors, and if they decide return to the labor market, they will do so as recently rehabilitated and not yet fully trained.