Moral Harassment suffered by Telemarketing and Call Center Operators

Abstract

Moral harassment is an issue that intrinsically permeates the most varied social contexts, affecting the preservation of beneficial, adequate and ethical living environments. The call center field is currently one of the most impacted by bullying. The constant execution of abuse, physical and psychological violence, in addition to the demand to achieve impractical and inaccessible production goals makes the work environment an adverse place. Harassing practices are included in the very structure of the work, covering all telemarketing operators. Therefore, the present work seeks to analyze the moral harassment suffered by telemarketing and call center operators, and, for this, as a methodology, a bibliographical research was carried out. It is concluded that bullying continues to be a widespread social phenomenon, prevalent in both work and educational contexts. The negative and serious consequences of harassment for victims and organizations are well documented and include physical and mental health problems, decreased job satisfaction, reduced organizational commitment and symptoms of post-traumatic stress disorder, so it can negatively impact the experience in the workplace, and to combat this situation it is necessary for leaders and managers to observe and uproot these situations with actions, lectures and collective awareness.