The telecommuting and the contact center’s quality life

Douglas de Biasi, Fábio Augusto Pera


The conditions  and  the habits  of  a person can implicate  in her  health  and  productivity  at the job. This affirmation  is  more significant in  high stress  professions  like  contact  center’s  agent. This paper analyzes the work at home, or telecommuting, and its contribution to enterprise’s quality of work life and productivity improve. A quantitative research with a great national con-tact center company proves the telecommuting workability  for  the  regularization  of  basic  as-pects of workers life.


Absenteeism. Contact center. QWL. Stress. Telecommuting.



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Iberoamerican Journal of Strategic Management (IJSM)
Revista Ibero-Americana de Estratégia (RIAE)
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