Estrés laboral en agentes de servicio al cliente en el sector del BPO en Barranquilla
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Fecha
2023
Autores
González Palacio, Fionna Sther
Wilches Morales, Nicoll Alejandra
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Esta investigación se realizó con el fin de describir, determinar y analizar de qué manera se presenta el estrés laboral, cuáles son las situaciones que lo generan y sus consecuencias adversas en agentes de servicio al cliente de la ciudad de Barranquilla. Esto debido al gran auge que el sector del BPO ha tenido en la ciudad, la alta evidencia de estrés laboral a causa de los insultos que reciben frecuentemente a través del teléfono y las largas jornadas de trabajo a las que son sometidos. Se realizó en un diseño no experimental, cuantitativo – deductivo a través de una revisión documental de estudios que presentan resultados y situaciones sobre el estrés laboral en agentes de servicio al cliente. Obteniendo como resultado que el estrés laboral en agentes de servicio al cliente se presenta a través de síntomas físicos como gastritis, disfonía, trastornos del sueño; que las situaciones que lo generan son las largas jornadas de trabajo repetitivo, los frecuentes insultos recibidos por parte del cliente y la falta de liderazgo transformacional; También se evidencia que las causas adversas van ligadas a la alta rotación de personal, deterioro en el estado físico, emocional y social del agente de servicio al cliente.
This research was conducted with the purpose of describing, determining, and analyzing how work stress is presented, which are the situations that generate it and its adverse consequences in customer service agents in the city of Barranquilla. This is due to the great boom that the BPO sector has had in the city, the high evidence of work stress due to the insults they frequently receive over the phone and the long working hours to which they are subjected. It was carried out in a non-experimental, quantitative-deductive design through a documentary review of studies that present results and situations on work stress in customer service agents. The results showed that work stress in customer service agents is presented through physical symptoms such as gastritis, dysphonia, sleep disorders; that the situations that generate it are the long repetitive work shifts, the frequent insults received by the customer and the lack of transformational leadership; It is also evident that the adverse causes are linked to high staff turnover, deterioration in the physical, emotional and social state of the customer service agent.
This research was conducted with the purpose of describing, determining, and analyzing how work stress is presented, which are the situations that generate it and its adverse consequences in customer service agents in the city of Barranquilla. This is due to the great boom that the BPO sector has had in the city, the high evidence of work stress due to the insults they frequently receive over the phone and the long working hours to which they are subjected. It was carried out in a non-experimental, quantitative-deductive design through a documentary review of studies that present results and situations on work stress in customer service agents. The results showed that work stress in customer service agents is presented through physical symptoms such as gastritis, dysphonia, sleep disorders; that the situations that generate it are the long repetitive work shifts, the frequent insults received by the customer and the lack of transformational leadership; It is also evident that the adverse causes are linked to high staff turnover, deterioration in the physical, emotional and social state of the customer service agent.
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Palabras clave
Estrés laboral, Servicio al cliente, Call center, BPO, Barranquilla, Agentes, Burnout, Work stress, Customer service, Call center, Agents
