Alta demanda laboral en Contact Center de Guayaquil: correlación entre clima y estrés laboral

Abstract

The Contac Center company of the city of Guayaquil during the COVID-19 pandemic, applied a restructuring to modify the functions and physical spaces. The measures taken were: social distancing days, suspension of non-essential economic activities, salary decrease, among others, for which the staff was exposed to high demands and/or demands for action that could potentially become stressors or job stress. pandemic. The present study aims to determine the relationship between climate and work stress. The approach is quantitative, transactional with a correlational scope. In the data collection, the "Organizational Climate Survey" by Koys and Decottis (1991), the "ILO-WHO Work Stress Questionnaire (CEL)" and the "GHQ-12 Questionnaire" were used; in a sample of 223 employees. The results corroborate an inverse correlation between the variables, with an organizational climate in regular status, affected by pressure, recognition, innovation, cohesion, and equity. The employees present a low level of work stress, with the presence of stressors such as: organizational climate, organizational structure, leader influence, lack of cohesion and group support.