Este trabalho estuda medidas de desempenho aproximadas em centrais de atendimento, apresentadas pelo modelo M/G/s/r+G. As aproximações são calculadas a partir do modelo M/M/s/r+M(n). Os resultados foram extendidos para o caso de mais de um tipo de cliente, apresentado pelo modelo M/Mi/s/r+Mi(n). Para dois casos particulares com 2 tipos de clientes, as aproximações citadas foram avaliadas numericamente e comparadas com os resultados de referência obtidos através de simulação. Os resultados aproximados comprovam que a aproximação é bastante satisfatória. / We study approximations for performance measures of call centers, represented by M/G/s/r+G queueing model. We use the measures computed in the M/M/s/r+M(n) queueing model. The results were extended for more then one type of customer, represented by M/Mi/s/r+Mi(n) queueing model. For two particular cases with two types of customers, the mentioned approaches were numerically evaluated and compared with the results of reference obtained by simulation. The approximate results show that the approach is quite satisfactory.

Submitted by Cleide Dantas (cleidedantas@ufpa.br) on 2014-06-27T12:56:41Z No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Dissertacao_FerramentaProjetoSistemas.pdf: 2059482 bytes, checksum: 952bd15d234d34dafabfb46d59fd6e3e (MD5) / Approved for entry into archive by Ana Rosa Silva (arosa@ufpa.br) on 2014-09-05T14:30:26Z (GMT) No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Dissertacao_FerramentaProjetoSistemas.pdf: 2059482 bytes, checksum: 952bd15d234d34dafabfb46d59fd6e3e (MD5) / Made available in DSpace on 2014-09-05T14:30:26Z (GMT). No. of bitstreams: 2 license_rdf: 23898 bytes, checksum: e363e809996cf46ada20da1accfcd9c7 (MD5) Dissertacao_FerramentaProjetoSistemas.pdf: 2059482 bytes, checksum: 952bd15d234d34dafabfb46d59fd6e3e (MD5) Previous issue date: 2013 / Este trabalho apresenta o aplicativo DialogBuilder, uma ferramenta de código aberto escrita em Java que disponibiliza ao usuário uma interface para projeto de sistemas de diálogos e exportação destes para implantação no software Asterisk, o mais popular framework VoIP. O DialogBuilder disponibiliza um wizard para que o usuário leigo possa projetar seu sistema sem precisar aprender a programar para Asterisk. O software separa a fase de concepção do diálogo de sua codificação e se posiciona para tornar técnica e economicamente viável, mesmo para pequenas empresas, construir e manter sistemas de diálogo para aplicações telefônicas. / This work presents DialogBuilder, an open-source Java tool that provides to its user an interface for designing dialog systems and exporting them to code that can be deployed in Asterisk, the most popular VoIP framework. DialogBuilder offers to the novice users a wizard so that they can design their own dialog system without learning the intricacies of programming for Asterisk. The software separates the stages of dialog conception and its programming and is positioned to make technically and economically viable, even for small businesses, to construct and maintain dialog systems for telephony applications.

在現在競爭激烈的企業環境中，企業從過往以製造與低成本為競爭優勢的供應鏈管理，逐漸轉型為以顧客需求為核心之需求鏈管理，強調企業發展之策略重點需能符合顧客需求的趨勢。顧客心聲，是了解顧客需求的重要資訊。 企業客戶服務中心，能夠協助企業將顧客心聲中粹取出重要的顧客意見回饋，透過資訊轉化，傳達至企業內部功能單位，成為企業內部決策與管理改善之重要依據，讓顧客意見能夠參與企業的決策過程。本研究主要探討之內容為企業客戶服務中心之四大營運模式，包含「客戶服務中心」、「客戶關懷中心」、「行銷媒體回應中心」與「電話行銷中心」，分別收集的顧客心聲影響企業八大價值活動的深度與強度；企業八大價值活動包含「品牌認同」、「產品研發」、「製程與品管」、「行銷活動」、「通路管理」、「服務流程」、「營業收入」與「顧客經驗」。 本研究透過實務界三個研究個案的實證分析與歸納，有以下之研究發現： 一、 透過客服中心的四種營運模式，企業具體蒐集顧客心聲，轉化為對顧客需求之了解，進而針對消費者需求提供適合的產品或服務。 二、 透過客服中心所收集顧客心聲(Voice of Customer)，經過內部資訊傳遞，可驅動企業主要八大價值活動「品牌認同」、「產品研發」、「製程與品管」、「行銷活動」、「通路管理」、「服務流程」、「營業收入」、「顧客經驗」。 三、 本研究推論當企業可採取不同的客服中心營運模式以協助企業達到不同的策略目標。 本研究之結論如下： 一、 企業客服中心，可以收集重要顧客資訊，並透過跨部門之資訊交流與管理，轉化為重要策略之參考依據，影響企業需求鏈管理的八大價值活動。 二、 企業客服中心可以協助企業驅動需求鏈管理之「了解顧客需求」(Understand Demand)、「管理顧客需求」(Manage Demand)與「創造顧客需求」(Create Demand)。 / In the more and more eager competition business environment, enterprises’s competences are transformed from supply-chain management to demand chain management. Customer-oriented is an important policy and reference for enterprises to determine development strategy. Customer contact center could collect most customer data and information which could facilitate company extract important customer insight and opinions from them. There are four operation models of customer service center, which includes”Customer service center”、”Customer care center ”、”Marketing response center”、”Telemarketing Center”. The objective of the research is want to find out how the customer insight collected from these four operation center interactive the eight major company value activities. The research is analyzed and investigated through 3 real cases, and we have the research finding as following, I. Through four models of customer contact center, enterprises could collect customer insight and transform them into the understanding of customer demand and modify the business strategy accordingly. II. The voice of customer collected from customer contact center could facilitate the eight major company value activities. III. The finding of the research inferred that the four models of customer contact center could help enterprises achieve different strategic objectives accordingly. Key word：Call Center、Demand Chain Management、Customer Insight、Customer Service

Made available in DSpace on 2010-04-20T20:08:04Z (GMT). No. of bitstreams: 1 154764.PDF: 34480125 bytes, checksum: 0ebff143c7703ca05ce7a3fcc1e7d0d6 (MD5) Previous issue date: 2008-02-26T00:00:00Z / O presente estudo trata da influência do Contact Center na interação de clientes e empresas de telefonia celular e a resultante fidelização desses clientes. A interação entre os clientes e as empresas, quando bem gerenciada, pode ser um diferencial competitivo relevante, num mundo em que as inovações e sua disseminação ocorrem muito rapidamente. Ao contrário, um relacionamento mal gerenciado pode levar à infidelidade dos clientes e à conseqüente troca de fornecedor. Para avaliar a satisfação dos clientes sobre a sua interação com as empresas foi realizado um survey, enviando-se e-mails para usuários residentes no Estado de São Paulo e recebendo-se suas respostas por meio de um endereço na Web. Para a análise do tema, foram utilizadas as teorias de Marketing de Serviços, Marketing de Relacionamento e de Orientação ao Mercado, bem como estudos relacionados aos Contact Centers (ou call centers) e fidelidade. Esta pesquisa contempla três áreas principais: Orientação ao Mercado da empresa; qualidade dos serviços do Contact Center; e fidelidade do cliente. Para a análise dos dados que compõem o escopo desta pesquisa, foram aplicadas técnicas estatísticas de Análise Fatorial e de Análise de Conglomerados (ou Clusters). Além disso, foi realizada uma análise comparativa de fidelidade às principais operadoras e uma simulação para se estimarem as potenciais perdas de clientes. Os resultados apontam para uma grande insatisfação dos clientes com empresas de telefonia celular e com o atendimento em aspectos que lhe são mais urgentes, como o atendimento às suas necessidades e a eficiência do Contact Center. E também assinalam uma forte tendência à infidelidade. Com a vinda da portabilidade do número do celular a partir de 2009, que permite que o usuário mantenha seu número mesmo trocando de operadora, o risco é ainda maior. Neste caso, os resultados mostram que 64% dos clientes declaram sua infidelidade à operadora atual. A relevância deste estudo para as organizações é que o mesmo apresenta uma perspectiva sobre o Contact Center, como ponto de relacionamento e incremento da satisfação do cliente, bem como de um diferencial competitivo que, aparentemente, vem sendo pouco prestigiado pelos profissionais de marketing. / This study approaches the influence of the interaction between customers and cellular companies in the customer loyalty using the contact center as the way of interaction between them. That interaction if well managed can be a relevant competitive advantage in a world where innovations and its dissemination are very fast. On the contrary, a bad managed relationship between customer and companies may result in customer disloyalty and change of supplier. To evaluate the costumer satisfaction about their interaction with the cellular companies it was carried out a survey by sending e-mails to São Paulo State customers and receiving their answers through a specific web address. In order to analyze the subject it was applied theories of service marketing, relationship marketing and market orientation as well as contact center (or call center) and loyalty literature. That survey considered three main areas: market orientation, contact center service quality and customer loyalty. Statistical techniques of factor analysis and cluster analysis were applied to analyze the results. It was also elaborated a comparative analysis of loyalty for the main companies and a simulation in order to estimate the potential losses of customers. The results show big customer dissatisfaction about the cellular companies regarding to subjects that are more relevant to them as receiving answer to their needs and about the contact center efficiency. The customers also show a strong tendency to disloyalty. Considering the cellular phone number portability in 2009, when the customer will be allowed to change the supplier but, at the same time, maintaining his phone number, the risk of lose customers is bigger for companies because in that case 64% of the customer declared his/her disloyalty. The relevance of this study for organizations is that it shows that it is possible to notice the contact center as a customer satisfaction generation point, as well as a competitive differentiation tool that seems to be not sufficiently considered by marketing practitioners.

Den akuta prehospitala vården börjar ofta med ett nödsamtal. Detta, mycket komplexa samtal, är vård som ska vara av god kvalitet, ges på lika villkor och den som har störst behov ska ges företräde. Syftet med förbättringsarbetet var att genom regelbunden återkommande, strukturerad återkoppling och reflektion öka säkerställandet av vitala parametrar och korrekt prioritering i nödsamtalen. Syftet med studien var identifiera framgångs- och riskfaktorer ur SOS-operatörens perspektiv på nödsamtalet med fokus på säkerställande av vitala parametrar, korrekt prioritering samt sammanhanget runt ett nödsamtal.   Genom att, under fyra månader, tillsammans med initialt 12 operatörer, individuellt reflektera över innehållet samtalet samt skriva ned reflektionerna medvetandegjordes operatören på innehållet i samtalet. Detta ledde till en ökning gällande säkerställande av vitala parametrar och korrekt prioritering. En innehållsanalys av reflektionerna visade att det var en framgångsfaktor att vara professionell och att brister i samtalsmetodiken var en stor riskfaktor. När fastställd process för samtalet följdes var det en framgångsfaktor likväl som det var en riskfaktor när den inte följdes.   Slutsatsen blev att regelbunden avlyssning och reflektion ökar säkerställandet av vitala parametrar och korrekt prioritering i nödsamtalen samt att det är en framgångsfaktor att följa fastställd process för samtalet men att tekniskt stöd för ändamålet saknas. / The purpose of the underlying improvement work was to increase the proportion of calls in which vital parameters are secured, and the case is given correct prioritization through regular interception and reflection. The purpose of the study was to identify success and risk factors from the perspective of the emergency call-taker on the emergency call with a focus on securing vital parameters, correct prioritization and the context of the emergency call.   In the improvement work, 12 emergency call-takers were asked, within a period of four months, to individually reflected on the contents in calls and write down reflections. This was contributing to an increase in secured vital parameters and correct prioritization. A content analysis of the reflections demonstrated that it was a success factor to be professional and limitations in the call methodology was a risk factor. When the set process for the call was followed it was a success factor and a risk factor when it was not followed.   The conclusion is that regular interception and reflection increase securing vital parameters and correct prioritization in emergency calls and that it is a success factor to follow the set process for the call, but that technical support for the purpose is missing.

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)

Submitted by Izabel Franco (izabel-franco@ufscar.br) on 2016-10-26T17:09:15Z No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-11-08T18:25:43Z (GMT) No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5) / Approved for entry into archive by Marina Freitas (marinapf@ufscar.br) on 2016-11-08T18:25:51Z (GMT) No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5) / Made available in DSpace on 2016-11-08T18:25:59Z (GMT). No. of bitstreams: 1 TeseSCF.pdf: 10747360 bytes, checksum: 8a9b640ece219d76af8f66468c70af0a (MD5) Previous issue date: 2016-06-22 / Não recebi financiamento / This work deals with the analysis of queueing systems for Call Centers regarding the possibility of the customer abandon the system before being served, due to his/her impatience. The Call Centers are service organizations that predominantly serve customers by phone calls and are considered a particular kind of Contact Centers that serve their costumers through phone, fax, e-mail, chat, mobile devices and other communication channels. From a business point of view, the main concern on the management of the Call Center is the offer quality service with minimum cost. The perception of the quality of services offered is expressed, by customer, for example, through the abandonment of queue, which is considered one of the most important operational measures to evaluate the performance of a Call Center. This work aims to present and apply analytical queueing models with abandonment, represented by generic probability distributions (particularly mixed distributions), as an effective analysis approach to represent the problem of congestion in Call Center systems and support decisions of dimensioning and operations on these systems. Two studies were conducted with Call Center extracted data of a company located in the countryside of São Paulo State, Brazil and another located overseas, in Israel. The parameters (e.g, arrival rate, service rate, abandonment rate) and some measures of performance (e.g, average waiting time, waiting probability, abandonment probability and traffic intensity) were established based on these data. These sampling measures were equated with the same measures achieved by the analytical queueing models M/M/c+G, M/Gc/1+G and M/G/c+G considered in this research, using the parameters obtained empirically and mixed, Exponential, Fatigue Life, Normal and Lognormal distributions to represent the abandonment (patience) of users. It was observed that in some cases, depending on the considered performance measure, the queueing models with mixed distributions for the abandonment have better results (minor deviations, compared to the real data) than their corresponding with nonmixed distributions. It was observed, also, that independently of the analyzed performance measures, the Call Centers may be represented by a analytical queueing model with a mixed distribution for abandonment times, which behaves better than the others. There were no evidences that the mixed distributions to represent the abandonment times were the best in all analyzed performance measures, but they were always competitive. It was used, also, an experimental model of discrete simulation that properly represents the Call Center in order to check the results of the analytical models and explore alternative scenarios. The same scenarios were considered with the theoretical model and the performance measures achieved by the simulation and by the theoretical models were compared, showing the potential of the use of the approaches based on analytical models with abandonment for the Call Centers analysis. / Este trabalho trata da análise de sistemas de filas para Call Center considerando a possibilidade do cliente abandonar o sistema antes de ser servido, devido a sua impaciência. Os Call Centers são organizações de serviço que predominantemente servem os clientes via chamada telefônica e são considerados um tipo particular dos Centros de Contato, que atendem seus clientes por meio de telefone, fax, e-mail, chat, dispositivos móveis e outros canais de comunicação. Do ponto de vista dos negócios, a principal preocupação na gestão de um Call Center é oferecer serviço de qualidade com mínimo custo. A percepção da qualidade dos serviços oferecidos é manifestada, pelo cliente, por exemplo, por meio do abandono da fila de espera, que é considerado uma das medidas operacionais mais importantes para avaliar o desempenho de um Call Center. O objetivo deste trabalho é apresentar e aplicar modelos analíticos de filas com abandono, representado por distribuições genéricas (particularmente distribuições mistas), como uma abordagem de análise efetiva para representar o problema de congestão em sistemas de Call Centers e apoiar decisões de dimensionamento e operação nesses sistemas. Dois estudos foram conduzidos com dados extraídos do Call Center de uma empresa localizada no interior do Estado de São Paulo e de outro localizado no exterior, em Israel. Os parâmetros (por exemplo, taxa de chegada, taxa de serviço e taxa de abandono) e algumas medidas de desempenho (por exemplo, tempo médio de espera, probabilidade de esperar, probabilidade de abandonar e intensidade de tráfego) são determinadas com esses dados. Essas medidas amostrais são comparadas com as mesmas medidas obtidas por meio dos modelos analíticos de fila M/M/c+G, M/Gc/1+G e M/G/c+G considerados nesse estudo, que utilizam os parâmetros obtidos empiricamente e as distribuições mistas, Exponencial, Fatigue Life, Normal e Lognormal para representar o abandono (paciência) dos usuários. Observou-se como resultado, que em alguns casos, dependendo da medida de desempenho considerada, os modelos de fila com distribuição mista para o abandono têm apresentado resultados melhores (desvios menores em relação aos dados reais) que os seus correspondentes com distribuições não mistas. Observou-se, também, que independentemente das medidas de desempenho analisadas, os Call Centers podem ser representados por um modelo analítico de fila com uma distribuição mista para os tempos de abandono, que se comporta melhor do que os outros. Não houve evidências que as distribuições mistas para representar os tempos de abandono foram as melhores em todas as medidas de desempenho analisadas, mas foram sempre competitivas. Utilizou-se, também, um modelo experimental de simulação discreta, que representa apropriadamente o Call Center, para verificar os resultados dos modelos analíticos e explorar cenários alternativos. Os mesmos cenários foram considerados com o modelo teórico e as medidas de desempenho obtidas pela simulação e pelo modelo teórico foram comparadas, mostrando o potencial do uso de abordagens baseadas em modelos analíticos com abandono para análise de Call Centers.

Thesis submitted in fulfilment of the requirements for the degree Master of Technology: Business Administration in the Faculty of Business at the Cape Peninsula University of Technology 2014 / Call centres have become an important source for organisations to provide efficient information to their customers through cost-effective communication channels. Call centres are defined as a work environment in which the main business is mediated by computer- and telephone-based technologies that allow the effective distribution of incoming calls to available staff, and permit customer–employee communication simultaneously with the use of display screen equipment (DSE) and instant access to information. Working in a call centre is often linked with high stress levels, difficult customers, shift work, high workload demand, absenteeism and high employee turnover rates. The work characteristics of call centres include performance targets where employees are required to achieve set targets, undergo close performance monitoring, performance appraisal systems, limited task variation, repetitive work and limited autonomy. The physical environment in the call centre is often associated with open-plan office layouts and booths where noise levels and workstations are positioned in close proximity to each other. Wellbeing in call centres has become a concern and the research was undertaken to establish what effects the working environment (physical environment and job characteristics) in call centres in the Cape Metropole has on the wellbeing of call centre agents. A quantitative research method was employed in the study. A structured questionnaire was distributed via SurveyMonkey® to call centre agents from four participating call centres in the Cape Metropole. The combined target population of the four call centres was 760. A sample size of 200 was determined by using the Raosoft Incorporated® calculation tool. Although the aforesaid sample size sufficed, a response rate of 275 was received. Questions relating to job characteristics and significance of the work were based on the Job Diagnostic Survey by Hackman and Oldham. Social support questions were based on the instrument developed by Caplan, Cobb, French, Van Harrison & Pinneau in 1975. Job demand questions were based on the instrument developed by Karasek in 1979, and only the section on job demand was used. Performance monitoring and physical work environment were measured by using the questions based on these variables by Sprigg et al in 2003. Emotional wellbeing questions relating to burnout were measured using the Oldenburg Burnout Inventory. The wellbeing questions relating to vocal health, optical health and auditory health were based on the questionnaires developed by Sprigg et al. in 2003. General health was measured using the “Somatic Complaints” section of the NIOSH Generic Job Stress Questionnaire. Musculoskeletal health problems were measured using the Cornell Musculoskeletal Discomfort Questionnaire (CMDQ) developed by Hedge in 1994. Research question 1 addressed the gender perceptions of job characteristics, physical work environment and emotional and physical wellbeing. A T-test was conducted to answer the research question and the results revealed that there was no significant difference in gender perception on job characteristics; however there was a significant difference in perception of the physical work environment and wellbeing. Research question 2 addressed whether there is a significant difference in emotional and physical wellbeing experienced by call centre agents from various industries. A MANOVA analysis was conducted to determine the significance in industries, p = .015, and an ANOVA analysis was conducted that revealed agents working in the online retail as well as financial service industries were more likely to experience disengagement, p = .035. Research question 3 addressed the factors in the workplace environment that contribute to emotional and physical wellbeing problems. An ANOVA analysis was conducted and the results revealed lack of skills variety, p = .014, contributes to exhaustion; lack of autonomy, p = .040, contributes to disengagement; lack of supervisor support, p = .009, contributes to exhaustion, job demands, p = .000, contribute to exhaustion, performance monitoring, p = .036, contributes to exhaustion; and workstation layout, p = .001, contributes to auditory health problems. Research question 4 addressed whether there is a significant relationship between job characteristics, physical work environment and wellbeing. A Pearson correlation analysis was conducted and the results revealed that there is a significant relationship between job characteristics, physical work environment, and wellbeing. It can be concluded that the workplace environment does have an impact on the wellbeing of call centre agents in the Cape Metropole. It is imperative that the management of call centres understand the nature of the job and how the physical environment contributes to job stress; burnout; vocal, auditory, and optical health problems; and musculoskeletal disorders. The researcher recognises that there are essential job characteristics associated with call centre work but that there are elements of the job that can be redesigned to improve the wellbeing of call centre agents. It is recommended that management implement interventions which will redesign those elements within the workplace environment that contribute to wellbeing issues. The findings of this study add to existing literature and knowledge of the workplace environment and wellbeing of call centre agents.

Orientador: Maria Lygia Quatim de Moraes / Dissertação (mestrado) - Universidade Estadual de Campinas, Instituto de Filosofia e Ciências Humanas / Made available in DSpace on 2018-08-16T11:58:17Z (GMT). No. of bitstreams: 1 Freitas_TaisViudesde_M.pdf: 1249566 bytes, checksum: 8f912f0ef2a3939d6329a08298c480b5 (MD5) Previous issue date: 2010 / Resumo: O mundo do trabalho vem sofrendo transformações, frutos do desenvolvimento tecnológico, que levam a um aumento da produtividade. Neste contexto, novas profissões surgem, a exemplo do teleatendimento, caracterizado por uma intensa flexibilidade e elevado grau de precariedade nas relações de trabalho. A oferta destes serviços prolonga-se durante as 24 horas do dia e por todos os dias da semana, exigindo dos profissionais flexibilidade quanto aos dias e horários de trabalho. Nestes serviços, a força de trabalho feminina é majoritária, o que é justificado, no setor empresarial, pelo fato de que as construções sociais acerca da representação da mulher na sociedade atendem às demandas de qualificação deste setor. No presente estudo, objetiva-se analisar sociologicamente a categoria tempo em dois sentidos: como controlador e regulador do tempo produtivo e como organizador do tempo da reprodução social. Na medida em que jornadas flexíveis de trabalho são recorrentes no setor de teleatendimento, cabe analisar quais as conseqüências desta prática sobre a vida social dos trabalhadores. Para tanto, tem-se como objeto de estudo as trabalhadoras de teleatendimento, principalmente aquelas inseridas em regimes excepcionais e com horários freqüentemente alternados, por ser esta uma profissão que alia alta tecnologia e informatização para controle e dinamização do tempo de produção à exigência de horários flexíveis de trabalho / Abstract : The world of labor has been under transformation, originated by technological development, which leads to an increase of productivity. In this context, new professions emerge, as telemarketing, marked by an intense flexibility and high level of precariousness in labor relations. The offer of these services extends 24 hours a day and 7 days a week, demanding flexibility on work schedule from the workers. The female workforce is majority in telemarketing, and the employers explain that by the fact that social constructions on how women are represented in our society comply with the demands of qualification in the sector. In this study, there is an attempt to make a sociological analysis of the concept of time in two different senses: as controlling and regulating productive time and as organizing social reproduction time. As flexible working days are frequent in telemarketing business, the consequences of this practice to workers' social life should be analyzed. In order to do that, the object of study are female call center operators, especially those who work under exceptional schedules and have their shifts frequently alternated, being telemarketing a profession that allies high technology and computerization to control and dynamism of productive time, as well as the demand of flexible working time / Mestrado / Sociologia do Trabalho / Nestre em Sociologia

I Datainspektionens rapporter 2003:3 och 2005:3 har myndigheten granskat hur personuppgifter behandlas i samband med arbetsgivares övervakning av anställda. Resultaten av dessa rapporter har visat på förekommande brister i förhållande till personuppgiftslagen i många av de granskade verksamheterna. Mot denna bakgrund har en fallstudie av ett medelstort callcenterföretag genomförts för att ur ett tekniskt perspektiv undersöka hur väl personuppgiftslagen följs i samband med företagets övervakning av sin personal. Utifrån brister identifierade i fallstudien har en mindre kartläggning av liknande företag genomförts i ett försök att mäta graden av generaliserbarhet i de identifierade bristerna. De brister som har identifierats i fallstudien rör i första hand otillfredsställande rutiner för gallring av personuppgifter vid e-postövervakning samt avsaknad av information till de anställda om vilka kontroller som sker i samband med detta. Behov av en uppdatering av företagets IT-policy samt ett behov av en övervakningslösning för personalens internetanvändande kunde också noteras. Kartläggningen har givit antydningar om att liknande brister vad gäller rutiner för gallring samt bristande information kan tänkas förekomma även hos andra medelstora callcenterföretag. Slutsatsen av arbetet är att flera av de brister som uppdagades av Datainspektionen för fem år sedan tycks göra sig gällande bland vissa medelstora callcenterföretag även idag. / In the 2003:3 and 2005:3 reports issued by the Swedish Data Inspection Board, the authority examined the treatment of personal data related to employer surveillance of employees. The reports indicated flaws occurring in regard to the Personal Data Act in several of the examined businesses. In reference to this, a case study of a mid-sized call center was conducted to examine, from a technical point of view, the degree of compliance with the Personal Data Act regarding the company's surveillance of its employees. Based upon flaws found in the case study, a minor survey of similar companies was conducted in an attempt to measure the degree of generalizability of the identified flaws. The flaws identified in the case study are mainly related to unsatisfactory routines for sorting out personal data during e-mail surveillance and lack of information given to employees about the conducting of checks related to this. A need to update the company's corporate IT policy and a need for a web surveillance solution were also noted. The survey has indicated that similar flaws regarding screening routines and lack of information also might occur at other mid-sized call center companies. The conclusion of the study is that several of the flaws the Swedish Data Inspection Board discovered five years ago still seem to be applicable among some mid-sized call center companies.