O trabalho em call center e o vínculo contratual

  • Luísa Albuquerque Almeida (Student)

Student thesis: Master's Thesis


The purpose of this study is to gain a thorough insight into the labor activity in the Call Center. This market area is developing mainly thanks to the temporary workers. The core idea is to provide services to the companies using temporary work. Thanks to using the Call Center, the companies record an increase of motivation, which leads to the possibility of reducing human resources costs. This research, qualitative in nature, was developed through interviews to six Call Center workers. The data indicated that the level of integration and acceptance are chosen strategies that prepare the individual for the task of mastering the use of technology. The performance evaluation of the workers is regular and frequent, however, unexpected. Participants indicated that the choice of working in Call Center comes from the absence of other professional opportunities. Nevertheless, certain dimensions of their work are assessed in a positive way, such as the possibility of teamwork and the opportunity of constant learning.
Date of Award25 Jul 2014
Original languagePortuguese
Awarding Institution
  • Universidade Católica Portuguesa
SupervisorJoana Fernandes (Supervisor) & Liliana Cunha (Co-Supervisor)


  • Integration
  • Review
  • Contractual relationship
  • Activity in call center


  • Mestrado em Psicologia

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