Estrés y carga de trabajo en operadores de Call Center de una empresa de servicios ubicada en el centro norte de Quito en el periodo 2024

Abstract

The main focus of this document is the identification and analysis of the relationship between stress and workload in call center operators in the north-central area of Quito. Through a study on stress and mental workload in operators working in customer service, sales, retention, and maintenance, each of these operators faces different types of mental workload and stress. The aim is to determine the levels each of them experiences and to see if there is a relationship between these two variables of stress and mental workload. Two techniques were used for this analysis: the subjective workload scale (ESCAM) and the ILO-WHO job stress scale. The results obtained after applying these two scales show that most operators reported moderate levels of mental workload and low levels of job stress. This may be due to manageable cognitive demands, as there is organizational support and team cohesion. However, several operators presented high levels of workload, especially those without prior experience in call centers or customer service. The conclusions detail that mental workload and stress in this population of employees can be reduced with effective organizational techniques and practices, including the automation of repetitive tasks, improving ergonomics where needed, continuous training, and fostering a supportive work environment among operators, supervisors, and leaders of different areas. This approach aims to achieve good performance and adequate results. These strategies not only reduce mental workload and stress but also improve job stability and increase the work performance of the operators.