TELEOPERADORES DE CONTACT CENTERS: VALORACIONES DEL TRABAJO Y CONTRATO PSICOLÓGICO
Fecha
2023-03
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Universidad de Guayaquil -Facultad de Ciencias Psicológicas
Resumen
El objetivo de este análisis de caso es describir las valoraciones del trabajo y su relación con el contrato psicológico en teleoperadores de Contact Center de Guayaquil. Este estudio se realizó desde un enfoque cualitativo no experimental, con diseño de tipo colectivo e intrínseco y alcance de tipo descriptivo-fenomenológico. Se trabajó con participantes bajo el cargo de teleoperadores con un mínimo de 3 meses, sin límite de edad. En el proceso investigativo se aplicaron una ficha sociodemográfica laboral y entrevista semiestructurada, de elaboración propia. Los resultados de la investigación evidencian que los sujetos valoran su trabajo a partir de los objetivos económico o instrumental, de aprendizaje y simbólico o expresivo mientras que el contrato psicológico se determina por expectativas de estabilidad, desarrollo, oportunidad y bienestar. Se concluye que el elemento que condiciona qué objetivos y expectativas se plantean los participantes es la presencia o no de experiencias laborales previas
this case study is to describe the work assessments and their relationship with the psychological contract in telemarketers of Contact Centers in Guayaquil. This study was conducted from a non-experimental qualitative approach, with a collective and intrinsic design and a descriptive-phenomenological scope. The participants were telemarketers with at least 3 months of service, with no age limit. In the research process, a sociodemographic work form and a semi-structured interview, elaborated by the authors, were applied. The results of the research show that the subjects value their work based on the economic or instrumental, learning and symbolic or expressive objectives, while the psychological contract is determined by expectations of stability, development, opportunity and well-being. It is concluded that the element that influences the objectives and expectations of the participants is the presence or absence of previous work experience
this case study is to describe the work assessments and their relationship with the psychological contract in telemarketers of Contact Centers in Guayaquil. This study was conducted from a non-experimental qualitative approach, with a collective and intrinsic design and a descriptive-phenomenological scope. The participants were telemarketers with at least 3 months of service, with no age limit. In the research process, a sociodemographic work form and a semi-structured interview, elaborated by the authors, were applied. The results of the research show that the subjects value their work based on the economic or instrumental, learning and symbolic or expressive objectives, while the psychological contract is determined by expectations of stability, development, opportunity and well-being. It is concluded that the element that influences the objectives and expectations of the participants is the presence or absence of previous work experience
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Palabras clave
Valoraciones del trabajo, significado del trabajo, contrato psicológico, teleoperadores, contact center
Citación
APA