OPERATIONAL STRESS ANALYSIS AND FACTORS ASSOCIATED IN WORKERS OF CALL CENTER IN MONTES CLAROS-MG

Abstract

Objective: This study had as objective to analyze the level of stress and associated factors in Call Center of Montes Claros-MG. Methods: The instrument used for a Stress Perceptual Scale (PSS-14), a blood glucose measurement, blood pressure measurement and measures of heart rate, weight, height and waist circumference. They were also verified as relations with socio-labor factors such as sex, age, marital status, education, experience, shift, work load, smoking and physical activity. A total of 363 operators of Call Center companies located in the city of Montes Claros participated in the survey. Results: The results showed that most workers are female, and as women are more susceptible to stress than men. It can also be inferred that those who practiced physical activity had lower stress levels.
Conclusion: In general, the workers are presenters quite tolerant to work stress, which leads us to believe in the improvement of the quality of work that has been implemented by several psycho social sectors in Call Centers. In addition, health care is also shown to be relevant, and it is important to rein force that the practice of physical activity has a great impact on physical and mental health.