Riesgos laborales y calidad de servicio: un análisis de las condiciones y regulaciones laborales y los impactos del incremento de la productividad en la salud de las y los operadores telefónicos de la Corporación Nacional de Telecomunicaciones empresa pública CNT EP desde enero 2008 hasta diciembre 2015

摘要

Risks are present throughout the course of life. We are all exposed to events that could damage our health. In carrying out the work activities we also risk adverse results due to causes, most of which are susceptible to be controlled in the place of origin. The telephone operators of the Service and Customer Service SAC of the National Corporation of Telecommunications Public Company CNT EP, are not unaware of this reality. These workers perceive health problems related to their work activity. This can be evidenced in the revelations of these workers, who perceive impairments mainly with hearing loss, carpal tunnel syndrome and stress. The latter is of great importance for companies today, as it tends to reduce productivity and quality. This research is based on testimonies collected from the actors, through interviews and descriptively. Secondary data were also used, such as the number of SAC workers and their work roles. The bibliography was based mainly on the occupational risks, the Call Centers and / or Contac Centers, the current norms of occupational health and Constitutional norm. This document intends to identify the perception of the occupational health problems presented by the telephone operators of the Telephone Service SAC of the National Corporation of Telecommunications, Public Company CNT and its possible causes. This document makes recommendations aimed at correcting these deficiencies. This study hopes to be a contribution to the correct and efficient management of one of the main resources of the state, the human resource. In this case, the human resource composed of the telephone operators of the SAC of the CNT EP Center Contact Center