La influencia del estrés y resiliencia en la calidad de vida laboral, en empleados de un call center que brinda soporte técnico en la ciudad de Bogotá (EZENTIS S.A.)

Abstract

In this graduation project is to analyze and assess whether there is a possible relationship between the variables stress, quality of life and resilience in the call center staff of the company in charge of repairing telecommunications Ezentis. I was used for this study a type of field research with a descriptive design - correlational, for a sample of 40 workers in which 15 women and 25 technicians were men or university. In assessing the battery was used psychosocial risk taking stress questionnaire in its third proposed by the Ministry of social protection version, plus the CD-RISC 10 which measures the aspects that influence the resilience of individuals and PCVL Walton evaluating eight different dimensions of quality of working life, such as compensation and benefits, working environment conditions, nature of the task, organizational democracy, fundamental rights, development and safety, work-life balance and social impact. data using the SPSS program which results were obtained as high stress levels, low levels of resilience and quality of life were analyzed; regarding the relationship between variables was observed that with high levels of stress there is a high capacity recovery reaches minimally exceed the threshold established to maintain optimum performance in the organization, it also face low levels of quality timely life presents a high level of resilience; Moreover it was found that low levels of quality of life are not the direct cause of the high levels of stress as they are not related. This showed a positive correlation in all combinations except between variables stress and quality of work life. Finally the results recorded with the theory discussed, was a conclusion with recommendations to the institution and their respective contributions to the discipline and organization