Análise do nível de estresse em trabalhadores de um call center da região de Curitiba

Abstract

The objective of this study was to evaluate and analyze the stress level of workers in a call center in Curitiba, state of Paraná. In order to evaluate the data, the standardized test “Stress Symptoms Survey” from São Paulo Psychological Stress Control Center was electronically distributed to the workers. The test is divided into stages according to the level of stress (alert, resistance and exhaustion). In consonance the result to be considered positive, the worker must answer "yes" to a minimum number of questions, with seven questions or more in the alert phase, four or more in the resistance phase and nine or more responses in the exhaustion phase. It was concluded that 48% of the interviewees are in the early stage of stress (alert), 79.62% in phase 02 (resistance) and 44.44% presented a positive result for phase 03 (exhaustion). Among the most common symptoms, muscle tension and constant fatigue are the most commonly reported. Preventive and control solutions were proposed, such as psychological counseling within the company, as well as workout techniques, which may result in higher quality of life for telemarketing operators.