Publication: El estrés y la velocidad de anticipación en los "Call Centers"
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2016-08-19
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Universidad Complutense de Madrid
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Abstract
La presente tesis doctoral se enmarca dentro del programa de doctorado del Departamento de Psicología Evolutiva y de la Educación, de la Facultad de Educación de la Universidad Complutense de Madrid. Este trabajo, realizado durante los últimos 9 años, tiene como motivo principal la identificación de un perfil adecuado a las necesidades del trabajo en un Call Center, de modo que tanto trabajador como empresa puedan salir beneficiados. Asimismo, se pretende detectar patrones de actividad laboral en esta población, que identifique los momentos apropiados para realizar descansos tras un cierto tiempo de actividad dentro de la jornada laboral, de manera que se pueda disminuir el estrés y por tanto permitir que el agente pueda seguir desarrollando un trabajo eficaz. Nos encontramos con una actividad profesional que exige alta concentración y atención, provocando elevados índices de estrés. La consecuencia inmediata es el elevado porcentaje de absentismo y bajas voluntarias que se dan en este sector. Por lo que, si este tipo de empresas tienen trabajadores con un perfil profesional adecuado a sus necesidades, no solo cumplirán sus objetivos de negocio sino que es posible que puedan mejorarlos, disminuyendo así mismo la rotación y el absentismo, aumentando la productividad y mejorando la calidad de vida y el clima laboral. La elección de este tema está relacionada con mi actividad profesional. En los últimos 15 años he desarrollado mi actividad profesional en el ámbito de la selección de personal y Recursos Humanos. En concreto desde el 2006 he desempeñado mi actividad para una conocida empresa financiera. En Marzo del 2007 arrancamos un proyecto para la selección de agentes de Call Center. Me sorprendió en aquel momento tanto el perfil de los candidatos como, una vez iniciada la actividad, el alto nivel de absentismo y bajas voluntarias que se producían...
This doctoral thesis is framed within the doctoral program of the Department of Evolutionary Psychology and Education, of the Faculty of Education at the Universidad Complutense de Madrid. This work, carried out during the last 9 years, aim to find the suitable profile matching the right skills to work in a Call Center. It is also intended to detect some behavioral patterns in this population along workday. So to depict when to perform breaks after a certain time of activity in order to reduce stress and therefore allowing the call center agent to keep on developing effectively. Despite my two degrees in clinical psychology and criminology, I have play very different roles in different companies, for over 15 years. But always with a common denominator as it is the Human Resources recruitment department. Specifically the last 9 years I have been working for a well-known financial services company. In March 2007 we started a big project to launch several Call Center throughout Spain and so we needed to recruit people. After some time, I started to worry about the high level of absenteeism and leaves. On the first hand I looked forward to find a solution to both save effort in the selection, as well as decreasing the costs involved and thus training time. But on the other hand I was worried about the psychological side, the clinical perspective. Somehow, if I was able to find the problem pattern, the employee, the person, would have a single learning curve, very probably work more effectively with a better perception of their performance and additionally would not waste so much company time and budget. We bring some studies which demonstrate that the root cause of the above issue is the high level of stress workers are submitted to in a call center...
This doctoral thesis is framed within the doctoral program of the Department of Evolutionary Psychology and Education, of the Faculty of Education at the Universidad Complutense de Madrid. This work, carried out during the last 9 years, aim to find the suitable profile matching the right skills to work in a Call Center. It is also intended to detect some behavioral patterns in this population along workday. So to depict when to perform breaks after a certain time of activity in order to reduce stress and therefore allowing the call center agent to keep on developing effectively. Despite my two degrees in clinical psychology and criminology, I have play very different roles in different companies, for over 15 years. But always with a common denominator as it is the Human Resources recruitment department. Specifically the last 9 years I have been working for a well-known financial services company. In March 2007 we started a big project to launch several Call Center throughout Spain and so we needed to recruit people. After some time, I started to worry about the high level of absenteeism and leaves. On the first hand I looked forward to find a solution to both save effort in the selection, as well as decreasing the costs involved and thus training time. But on the other hand I was worried about the psychological side, the clinical perspective. Somehow, if I was able to find the problem pattern, the employee, the person, would have a single learning curve, very probably work more effectively with a better perception of their performance and additionally would not waste so much company time and budget. We bring some studies which demonstrate that the root cause of the above issue is the high level of stress workers are submitted to in a call center...
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Tesis inédita de la Universidad Complutense de Madrid, Facultad de Psicología, Departamento de Psicología Evolutiva y de la Educación, leída el 28/01/2016