Salud Mental y Bienestar Psicológico en Trabajadores de Call Centers de Colombia durante el periodo 2020 -2024: Revisión de alcance

Abstract

Occupational mental health in the Colombian call center sector has been significantly affected by organizational conditions characterized by performance pressure, constant monitoring, workload overload, and limited digital disconnection. These dynamics create psychosocial risk scenarios that directly impact workers’ psychological well-being and job performance. The aim of this study was to analyze the factors influencing mental health and psychological well-being among call center workers in Colombia during the period 2020–2024 through a scoping review of academic literature, institutional reports, and national regulatory documents. The unit of analysis consisted of documentary sources selected based on thematic relevance, recency, and contextual applicability to Colombia. The findings reveal a high prevalence of psychosocial risk factors associated with occupational stress, emotional exhaustion, and burnout syndrome, particularly in high-demand and high-turnover environments. Although organizational strategies such as active breaks, psychological counseling, and workplace well-being programs have been implemented, their application remains heterogeneous and, in some cases, insufficient to address the structural demands of the sector. It is concluded that mental health management in call centers requires sustained organizational interventions integrated into Occupational Health and Safety Management Systems, moving beyond approaches focused solely on individual coping strategies. This review provides an updated systematization of the phenomenon in the Colombian context and offers guidance for preventive actions within Occupational Health and Safety frameworks.