Telework as a Factor of Social and Digital Inclusion in Call Center/Contact Center Companies

Authors

  • Álvaro Augusto Araújo Mello Universidade de São Paulo
  • Silvio Aparecido dos Santos Universidade de São Paulo
  • Marcio Shoiti Kuniyoshi Universidade Metodista de São Paulo
  • Marcos Antonio Gaspar Universidade Nove de Julho
  • Edson Keyso de Miranda Kubo Universidade Municipal de São Caetano do Sul

DOI:

https://doi.org/10.5902/198346598794

Abstract

Telework is a reality more and more present in developed countries, having been tried by different kinds of companies. This research aimed to understand how and why companies of call center and contact center use telework to provide their services. The four companies covered represent 92% of the population of this service in Brazil, through residential teleworkers. The method of qualitative and quantitative study was used with a combination of the method of case study and survey. The research findings revealed that residential telework has been used with great balance. The reasons for the use of this modality were cost reduction, high productivity, customer services’ quality improvement, the ability to offer better quality of life for residential and teleworkers with disabilities by providing them with job opportunities and social and digital inclusion.

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Author Biographies

Álvaro Augusto Araújo Mello, Universidade de São Paulo

Universidade de São Paulo – Faculdade de Economia, Administração e Contabilidade, End.: Av. Prof. Luciano Gualberto, 908 sala E-123, CEP 05508-900; Fone: 55 11 3818-4029; Fax: 55 11 3818-4029; e-mail: alvaro@beca-ework.com

Silvio Aparecido dos Santos, Universidade de São Paulo

Universidade de São Paulo – Faculdade de Economia, Administração e Contabilidade, End.: Av. Prof. Luciano Gualberto, 908 sala E-123, CEP 05508-900; Fone: 55 11 3818-4029; Fax: 55 11 3818-4029; e-mail: sadsanto@usp.br

Marcio Shoiti Kuniyoshi, Universidade Metodista de São Paulo

Universidade Metodista de São Paulo; End.: Rua Alfeu Tavares, 149 São Bernardo do Campo – SP, CEP: 09641-000; Fone: 55 11 4366-5000; e-mail: mskun@usp.br

Marcos Antonio Gaspar, Universidade Nove de Julho

Doutor em Administração pela USP, Universidade Nove de Julho, Núcleo de Estudos Avançados em Informática Aplicada (NEA-IA), Av. Francisco Matarazzo, 612 - São Paulo (SP), CEP: 05001-001, Fone: 11 2633-9000; E-mail: marcos.antonio@uninove.br

Edson Keyso de Miranda Kubo, Universidade Municipal de São Caetano do Sul

Universidade Municipal de São Caetano do Sul; End.: Rua Santo Antonio, 50 – São Caetano do Sul (SP), CEP 09521-160; Fone: 55 11 4239-3201; e-mail: edsonkubo@uscs.edu.br

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Published

2014-09-13

How to Cite

Mello, Álvaro A. A., Santos, S. A. dos, Kuniyoshi, M. S., Gaspar, M. A., & Kubo, E. K. de M. (2014). Telework as a Factor of Social and Digital Inclusion in Call Center/Contact Center Companies. Revista De Administração Da UFSM, 7(3), 373–388. https://doi.org/10.5902/198346598794

Issue

Vol. 7 No. 3 (2014): Jul-Set

Section

Articles

License

Authors of articles published by ReA/UFSM retain the copyright of their works, licensing them under the Creative Commons (CC-BY 4.0), which allows articles to be reused and distributed without restriction, provided that the original work is properly cited.