Impacto de los factores de riesgo psicosocial en los trabajadores de call center: revisión de alcance

Abstract

This research is a qualitative, documentary study that involved a literature review on the impacts of psychosocial risk factors on call center workers. It analyzed the main consequences of these factors, their effects on service quality, and identified strategies and recommendations for improving the mental health of this workforce. The review revealed that call center workers, due to constant exposure to conditions of mental and emotional overload, face a high risk of experiencing work-related stress, anxiety disorders, depression, sleep disorders, physical, emotional, and mental exhaustion, or burnout syndrome (referred to in this document as "burned-out worker syndrome"). They also experience job demotivation, irritability, frustration, and low job performance. These issues impact not only the mental health and job performance of the workers but also the organizations themselves, resulting in low productivity, decreased service quality, absenteeism, employee turnover, high staff turnover, increased accidents and occupational illnesses, and a deteriorating organizational climate. Finally, it is concluded that beyond compliance with existing regulations in Colombia, it is important to strengthen strategies for the prevention and promotion of mental health among call center workers. This can be achieved through motivational campaigns, wellness programs, emotional support strategies, flexible work schedules, promotion of healthy lifestyles, resilience building, training in stress management and assertive communication, as well as actions aimed at preventing work overload and improving working conditions. These measures contribute to the well-being of workers and the sustainability of organizations.