For Telework, Please Dial 7—Qualitative Study on the Impacts of Telework on the Well-Being of Contact Center Employees during the COVID19 Pandemic in Portugal

Reinaldo Sousa Santos () and Sílvia dos Santos Pereira
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Reinaldo Sousa Santos: Research Unit in Business Sciences and Sustainability (UNICES), University of Maia, 4475-690 Maia, Portugal
Sílvia dos Santos Pereira: Department of Business Sciences, University of Maia, 4475-690 Maia, Portugal

Administrative Sciences, 2023, vol. 13, issue 9, 1-25

Abstract: The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of teleworking on well-being at work is a relevant issue in the context of organizational literature. We conducted 14 semi-structured interviews with contact center workers who work in a large Portuguese company that provides fixed and mobile communication services, as well as customer service platforms. The interviews took place in April and May 2022. All participants had already carried out their functions in person and telework, and they were able to assess how telework added or took away their well-being at work. With the application of thematic analysis, seven themes (the basis for the title “For Telework, Please Dial 7”) emerged that characterize teleworking as being capable of reinforcing well-being at work: performance, relationship, money, workplace, technology, time, and family. These results contribute to the reinforcement of the growing literature on what contributes to increasing well-being at work, and alert leadership and organizational management are needed to properly configure telework to generate a positive dynamic that fulfils employees’ expectations and reinforces the organization’s sustainability.

Keywords: telework; well-being at work; human resources management; contact center; COVID-19 (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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