Abstract

CASTRO-ESCOBAR, Edisson Stiven  and  SERNA-GOMEZ, Héctor Mauricio. Quality of employment in contact-center service organizations in Manizales, Colombia. Rev.latinoam.cienc.soc.niñez juv [online]. 2016, vol.14, n.1, pp.205-219. ISSN 1692-715X.  https://doi.org/10.11600/1692715x.14113140814.

This article analyses the quality of employment in some Contact-Center outsourcing organizations in Colombia in order to identify the tele-operators’ evaluation of their working conditions. The authors reviewed criteria regarding the approaches and the dimensions of this term and developed indicators to validate the findings both objectively and subjectively. It was found the quality of the work is favorable. In objective terms, there are formal conditions for wages, benefits, the hiring process and working hours. Similarly, there is a positive level of satisfaction with the job, excluding certain subjective aspects such as monotony, routine, the transitory nature of the employment and limited social recognition of their work, which has also been evident in such companies in Argentina and Chile.

Keywords : Employment conditions; job satisfaction; quality of working life; Contact-Center workers.

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