文章基本信息

标题：Teletrabalho Como Fator de Inclusão Social e Digital em Empresas de Call Center/Contact Center
本地全文：下载
作者：Álvaro Augusto Araújo Mello ; Silvio Aparecido dos Santos ; Marcio Shoiti Kuniyoshi 等
期刊名称：Revista de Administração da UFSM
印刷版ISSN：1983-4659
出版年度：2014
卷号：7
期号：3
页码：373-388
DOI：10.5902/198346598794
语种：Portuguese
出版社：Universidade Federal de Santa Maria
摘要：Telework is a reality more and more present in developed countries, having been tried by different kinds of companies. This research aimed to understand how and why companies of call center and contact center use telework to provide their services. The four companies covered represent 92% of the population of this service in Brazil, through residential teleworkers. The method of qualitative and quantitative study was used with a combination of the method of case study and survey. The research findings revealed that residential telework has been used with great balance. The reasons for the use of this modality were cost reduction, high productivity, customer services’ quality improvement, the ability to offer better quality of life for residential and teleworkers with disabilities by providing them with job opportunities and social and digital inclusion.
其他摘要：Telework is a reality more and more present in developed countries, having been tried by different kinds of companies. This research aimed to understand how and why companies of call center and contact center use telework to provide their services. The four companies covered represent 92% of the population of this service in Brazil, through residential teleworkers. The method of qualitative and quantitative study was used with a combination of the method of case study and survey. The research findings revealed that residential telework has been used with great balance. The reasons for the use of this modality were cost reduction, high productivity, customer services’ quality improvement, the ability to offer better quality of life for residential and teleworkers with disabilities by providing them with job opportunities and social and digital inclusion.
关键词：Ciências Sociais Aplicadas; Administração; Gestão de Pessoas e Relações de Trabalho