Fatores que influenciam a rotatividade dos colaboradores no setor de call center de uma cooperativa do setor de energia

Abstract

The present study identified the turnover rate, its causes and effects in the call center sector of an energy cooperative. The methodology used was concentrated in the realization of a unique case study in a cooperative from the electric energy. Through a questionnaire applied to the employees and with the turnover calculation it was concluded that, currently, the call center sector has a great turnover rate, once its index is 20%. This high turnover was associated to causes as the high volume of work; the challenging, and sometimes stressing, work routine; work hours and schedule; gaps in communication among other reasons which leads the employees to look for a job in another companies. As improvement suggestions, it is recommended to include the IVR (Interactive Voice Response) and Omnichannel, besides the importance of providing more transparent information regarding to the company’s payment and benefits.