Call centers e a luta de classes

Muito antes da pandemia, as empresas de telemarketing já submetiam seus funcionários a uma enorme demanda de trabalho, cargas horárias excessivas,  constante pressão e terror psicológico

Publicado em 27 de setembro de 2021

Política do medo das empresas de telemarketing adoece a juventude trabalhadora (Foto: colagem da UJC Bauru)
Por UJC Bauru*

“E como é a função hoje do senhor na empresa?

Hoje eu fico à toa, literalmente! (risos) Mas, apesar da minha carga horária ser menor, a minha responsabilidade é maior. Eu levanto mais tarde, vou embora mais cedo, mas tenho uma responsabilidade maior. São quase 8.000 pessoas! São milhares de famílias envolvidas, pessoas que vão receber o salário e vão pagar as contas, seu aluguel, sua água, sua luz. Pessoas que são arrimo de família. Essa responsabilidade social que era pra ser do governo, acaba sendo nossa. Com isso eu tenho mais responsabilidade, mesmo dedicando menos tempo.

O atual presidente da empresa é Rodrigo Paschoalotto, seu filho. Como foi a transição dessa diretoria?

Foi uma coisa que aconteceria naturalmente. Aconteceu que uma hora não dava mais para eu acompanhar tudo sozinho. Nem ele vai ficar eternamente no cargo. Ele já está há cinco anos, então, daqui a pouco, ele também vai sair. É tão estressante que pode acontecer com ele o que aconteceu comigo e ter a saúde prejudicada.

Qual sua rotina fora da empresa?

Eu faço exercícios todos os dias, gosto muito de tevê também. Vejo noticiários, filmes e faço muita caminhada. Mas gosto de ficar à toa no final de semana, tomar minha cerveja ou meu vinho com os amigos e conversar. Durante a semana, eu mantenho uma rotina. Gosto de acordar cedo, tomar café e almoçar no horário certo, fazer exercícios todos os dias. Acordo, olho no espelho e sigo em frente”.

O fragmento acima é parte de uma entrevista de Nelson Paschoalotto, co-fundador da empresa de call center que leva seu nome, de 2014.

Na época, a Paschoalotto contava com cerca de 8.000 funcionários. Desde então, o setor de call center não parou de crescer na cidade de Bauru. Hoje, a rede já ultrapassa a faixa de 10.000 trabalhadores. Estima-se que, do início de 2020 até setembro do mesmo ano, a empresa obteve uma receita líquida de $418,3 milhões de reais, com lucro de $27, 5 milhões reais (1,1% a mais que no ano anterior). Não à toa, a companhia cogitou abrir capital na Bolsa de Valores. 

Durante a pandemia, os serviços de call center foram considerados essenciais pelo governo federal. Os números acima foram alcançados enquanto o país enfrentava a maior crise sanitária da história. Fato que nos faz questionar: afinal, são serviços essenciais para quem?

Além da Paschoalotto, atuam em Bauru as empresas Concilig e HCosta. São milhares de trabalhadores convivendo com uma rotina muito diferente daquela do senhor Nelson Paschoalotto, de exercícios e vida saudável.

“Hipertensa e pessoa com deficiência, Luana* sofreu um AVC há alguns anos. Ela conta que trabalha durante 6 horas sentada com “head” na cabeça, termo que designa um fone de ouvido com microfone, além de máscara e “supervisores gritando como se fosse um circo”. Entre seus colegas de trabalho, ela afirma que um deles teve o princípio de infarto, outro teve conjuntivite, “todos cansados, estressados e com problemas de saúde”, comenta”.

Esse é o relato de uma funcionária (nome fictício) das redes de call center de Bauru ao Jornal Dois em reportagem sobre as jornadas de trabalho presencial durante a fase restritiva da pandemia no ano passado.

Muito antes do coronavírus, as empresas de telemarketing já submetiam seus funcionários a uma demanda de trabalho exorbitante, cargas horárias excessivas, alta pressão e terror psicológico. Condições estas que, desde sempre, fragilizaram a saúde dos jovens trabalhadores do setor. Há relatos de trabalhadores que têm suas idas ao banheiro cronometradas e horários de descanso e almoço extremamente reduzidos.

Através de um sistema de recompensas, as equipes são designadas para vencer metas diárias em troca de brindes, dias de folga ou remuneração variável. Os funcionários podem atingir altos níveis de ansiedade ao buscar atingir suas metas e alimentar um sentimento de culpa quando falham.

Ao serem divididos em equipes, um clima de competição e retaliação é instaurado, o que pode dificultar a colaboração entre os trabalhadores. Não suficiente, os funcionários estão sujeitos à pressão imposta por seus supervisores e gerentes, com quem nem sempre mantêm uma boa relação.

Ao persistirem em alcançar as metas, alguns dos funcionários poderão ser expostos a uma sobrecarga de trabalho, sem ao menos receber uma promoção. Sem mencionar a instabilidade que expõe os trabalhadores a possíveis demissões e cortes inesperados.

Não é novidade que a população detesta receber ligações de telemarketing e ter seus dados expostos por essas empresas. No entanto, toda a revolta é descontada nos funcionários na linha de frente. É muito comum que estes sejam recebidos pelo tratamento hostil e agressivo dos clientes

Com a pandemia, a situação agravou-se. Felizmente, alguns funcionários conseguiram entrar em regime de home office. Porém, os que ficaram ou retornaram ao trabalho presencial ainda lotam as sedes e permanecem horas em um espaço com pouquíssima ventilação. Apesar da presença tímida de álcool em gel e o uso obrigatório de máscaras, muitos foram acometidos pelo vírus durante os meses de pandemia que ainda perduram.

Apesar de tudo, não há por que reclamar. Desde a sua contratação, o trabalhador deve “vestir a camisa” e abraçar as missões e os valores da empresa. O trabalhador deve doar-se integralmente à expansão de um negócio que, à medida que cresce, mais enxuga os direitos e mais fragiliza a estabilidade e saúde do empregado.

Pesquisas sustentam que determinados serviços automatizados e repetitivos, como o call center, se utilizam dos mecanismos de defesa do trabalhador para intensificar seu desempenho. Muitos funcionários, para diminuir o desgaste e a exaustão, tendem a “robotizar” seu trabalho e acelerar o ritmo de atuação na tentativa de fazer com que o tempo  passe mais rápido e que o trabalho passe mais despercebido.

Mesmo diante de tais condições, ao adentrarmos as sedes de call center iremos nos deparar com milhares de jovens trabalhadores. Muitos deles encontram ali o seu primeiro emprego remunerado e a esperança de adquirir experiência para se inserir no mercado de trabalho. Muitos dependem daquele serviço para sustentar a família ou complementar a renda da casa. Muitos entram por aquela porta antes mesmo de adentrar a uma universidade, por exemplo. Outros já estudam, mas precisam do salário para bancar a faculdade e/ou a estadia na cidade. Com o agravamento da crise, mesmo aqueles que já se formaram tentam uma vaga nos call centers, porque ainda não encontraram trabalho em suas respectivas áreas.

Além disso, muitas redes de call center costumam ter uma política aberta à diversidade, uma vez que quaisquer indivíduos aptos a expandirem os lucros das empresas poderão ser contratados. É o local onde muitos jovens LGBTQIA + encontram sua fonte de renda. Não deixam, no entanto, de sofrer com a precarização. Somado ao preconceito sofrido nesses espaços, muitos acabam adoecendo lá dentro.

São diversos os motivos que levam os jovens trabalhadores a adentrarem o ramo de call centers e muitos resistem às circunstâncias do trabalho por medo do desemprego e da insegurança financeira. Além da pressão interna aparentemente intrínseca à atividade, os jovens trabalhadores são pressionados externamente pela sucessiva redução de direitos trabalhistas e oportunidades de trabalho justo. A burguesia segue sufocando os trabalhadores até o ponto em que não haverá outra alternativa senão aceitar quaisquer que sejam as condições de trabalho contanto que consigam o mínimo para se sustentar.

Muitos trabalhadores já perderam seus empregos ao tentarem se organizar para reivindicar melhores condições.

A política do medo presente nesses ambientes só faz adoecer a nós, juventude trabalhadora. Prova-se necessário a existência de um espaço seguro e acolhedor para que os trabalhadores de call center possam lutar pelos direitos da sua categoria. Basta de precarização do trabalho! Basta de flexibilização dos direitos trabalhistas! Basta de exploração dos jovens trabalhadores de Bauru e de todo país!

*UJC é a União da Juventude Comunista, organização política vinculada ao Partido Comunista Brasileiro.
As colunas são um espaço de opinião. Posições e argumentos expressos neste espaço não necessariamente refletem o ponto de vista do Jornal Dois.
Acredita no nosso trabalho?         
Precisamos do seu apoio para seguir firme.    
Contribua  a partir de 10 reais por mês. 

Comments

  1. I would like to show my thanks to the writer just for bailing me out of such a circumstance. Right after looking out through the world-wide-web and obtaining notions which were not beneficial, I thought my entire life was over. Existing without the strategies to the issues you’ve sorted out by means of your entire write-up is a critical case, as well as the ones which may have negatively affected my entire career if I hadn’t noticed your web blog. Your main capability and kindness in taking care of every item was very helpful. I am not sure what I would’ve done if I had not discovered such a solution like this. I can at this time relish my future. Thanks for your time very much for the high quality and results-oriented guide. I won’t hesitate to refer the sites to anybody who will need care about this matter.

  2. My husband and i have been quite excited when Peter managed to finish off his basic research while using the ideas he had from your own site. It is now and again perplexing to simply choose to be offering tips most people have been making money from. And now we remember we need the website owner to give thanks to for this. Most of the illustrations you made, the straightforward blog menu, the friendships you can make it possible to create – it’s got many extraordinary, and it’s making our son and the family do think this theme is entertaining, and that’s particularly serious. Thanks for the whole thing!

  3. My wife and i felt now thankful when Jordan managed to finish up his studies with the ideas he acquired using your web page. It’s not at all simplistic to simply find yourself making a gift of methods that many many others have been selling. And we also take into account we need you to thank for this. Most of the explanations you made, the easy website menu, the friendships your site make it easier to foster – it is everything unbelievable, and it’s letting our son and us recognize that this idea is thrilling, which is certainly truly vital. Thanks for the whole thing!

  4. I enjoy you because of all your hard work on this website. Betty really loves setting aside time for internet research and it’s obvious why. Most of us learn all about the powerful form you create precious ideas through the web site and even recommend contribution from website visitors about this theme while our favorite daughter is really understanding a whole lot. Have fun with the remaining portion of the new year. You’re the one carrying out a remarkable job.

  5. I have to convey my appreciation for your kindness in support of those people that absolutely need help on the subject matter. Your personal dedication to passing the message across appears to be certainly powerful and have always encouraged workers like me to get to their aims. Your entire insightful useful information denotes a great deal to me and even more to my office colleagues. Thank you; from everyone of us.

  6. Thank you a lot for providing individuals with remarkably special possiblity to discover important secrets from this site. It is usually so brilliant and as well , jam-packed with amusement for me personally and my office mates to visit your web site really 3 times in a week to find out the new issues you will have. And definitely, we’re actually satisfied for the powerful information you give. Selected two areas in this posting are undeniably the very best we’ve had.

  7. A lot of thanks for your entire work on this blog. Kim enjoys setting aside time for internet research and it’s really easy to understand why. My partner and i know all regarding the compelling form you make informative information through this website and as well invigorate contribution from other individuals about this area of interest then our favorite simple princess is being taught so much. Take advantage of the rest of the new year. Your doing a good job.

  8. I just wanted to send a small comment so as to express gratitude to you for all the pleasant points you are placing here. My extended internet search has now been honored with high-quality strategies to talk about with my colleagues. I would point out that we site visitors are rather blessed to exist in a very good website with so many awesome individuals with very helpful solutions. I feel rather grateful to have seen the web page and look forward to tons of more brilliant minutes reading here. Thank you again for all the details.

  9. I wanted to draft you one bit of remark to be able to say thanks over again for the precious opinions you’ve discussed on this page. It’s pretty open-handed of people like you to present easily precisely what most of us would’ve sold for an ebook to help make some profit for their own end, even more so given that you could possibly have done it in the event you decided. The pointers likewise served to become a easy way to be sure that some people have the identical dream really like my very own to learn a whole lot more regarding this condition. I am certain there are lots of more fun situations in the future for those who view your site.

  10. Thanks a lot for providing individuals with an extremely terrific possiblity to read articles and blog posts from this blog. It is always very pleasant and packed with amusement for me personally and my office fellow workers to visit your web site at a minimum three times a week to read the newest things you have got. Of course, I’m so usually amazed with your dazzling concepts served by you. Some 4 areas on this page are completely the most effective I’ve ever had.

  11. I wanted to write you the tiny observation to be able to thank you once again for those great pointers you have documented on this website. It has been really pretty open-handed with people like you to give unreservedly precisely what some people would have sold for an e-book in making some dough for themselves, most importantly seeing that you could have tried it in case you decided. The suggestions in addition served as the easy way to realize that some people have the identical keenness much like my personal own to see much more with regard to this condition. I’m certain there are several more enjoyable sessions in the future for folks who read through your blog.

  12. I needed to put you the little observation just to thank you the moment again on the nice methods you have discussed in this case. This is so incredibly generous of you to provide extensively what most people might have offered for an electronic book to make some dough on their own, and in particular since you could possibly have done it in the event you wanted. The basics likewise worked to be a great way to recognize that the rest have the same zeal the same as my personal own to know the truth way more pertaining to this condition. I think there are thousands of more pleasant situations in the future for individuals that take a look at your blog.

  13. Thank you a lot for giving everyone a very superb opportunity to read critical reviews from this website. It really is so excellent and jam-packed with fun for me and my office co-workers to visit your site no less than 3 times in 7 days to see the latest secrets you have got. And definitely, I’m usually astounded for the splendid information you serve. Certain two ideas on this page are unquestionably the best I’ve had.

  14. I precisely had to thank you very much all over again. I do not know the things I could possibly have gone through in the absence of the actual information shared by you about this concern. It has been an absolute daunting matter in my view, nevertheless finding out a specialised style you managed the issue made me to leap with delight. Now i am grateful for this information and believe you comprehend what an amazing job you were getting into training many people all through your web page. Most likely you’ve never got to know any of us.

  15. I enjoy you because of your entire hard work on this site. Kim enjoys going through research and it’s really easy to understand why. All of us hear all regarding the powerful tactic you render reliable guidance via the website and recommend response from website visitors on this article then our simple princess is certainly becoming educated a great deal. Have fun with the remaining portion of the year. You have been conducting a powerful job.

  16. I have to express my thanks to the writer just for bailing me out of this type of circumstance. Right after surfing throughout the online world and seeing thoughts which were not powerful, I thought my entire life was well over. Existing without the presence of solutions to the problems you’ve fixed by means of your report is a serious case, and those that would have badly damaged my entire career if I had not discovered your site. Your good training and kindness in taking care of all the stuff was priceless. I am not sure what I would have done if I hadn’t discovered such a point like this. I can also at this point look ahead to my future. Thanks a lot so much for this impressive and result oriented guide. I will not hesitate to refer your blog to anybody who wants and needs support on this subject matter.

  17. Thanks so much for giving everyone an extraordinarily special opportunity to check tips from this website. It’s usually very cool plus packed with a good time for me personally and my office co-workers to search your website on the least 3 times every week to read the fresh tips you have got. Not to mention, we are at all times fascinated concerning the exceptional opinions served by you. Selected 3 points on this page are unequivocally the finest we have ever had.

  18. I precisely wished to say thanks all over again. I do not know the things I could possibly have undertaken in the absence of these tips shown by you concerning this industry. It became a fearsome difficulty for me personally, nevertheless witnessing this specialised manner you treated that took me to weep over joy. I’m happier for your help as well as trust you are aware of a great job that you’re undertaking instructing many others by way of your websites. Probably you have never encountered all of us.

  19. I needed to draft you a bit of note so as to say thanks yet again on your remarkable advice you’ve contributed in this article. It’s so remarkably generous with people like you to offer openly all that many individuals could possibly have offered for sale for an e-book to end up making some cash for their own end, most importantly given that you might have done it in case you wanted. The concepts as well acted to be the easy way to fully grasp that many people have similar dream similar to my personal own to grasp good deal more on the subject of this problem. I am certain there are lots of more fun periods up front for many who scan through your site.

  20. Thank you so much for giving everyone an extraordinarily pleasant possiblity to read in detail from this site. It is usually so sweet and jam-packed with a great time for me and my office mates to search the blog at a minimum three times in one week to read the fresh secrets you have. And of course, I’m always amazed with all the magnificent creative concepts you give. Selected 4 tips in this posting are indeed the most suitable we have all ever had.

  21. My spouse and i have been very satisfied Jordan could do his preliminary research from your precious recommendations he discovered when using the blog. It is now and again perplexing to simply possibly be offering hints most people could have been trying to sell. We really do understand we need the writer to appreciate for this. All of the explanations you have made, the simple web site menu, the relationships your site help engender – it’s got mostly spectacular, and it’s really making our son in addition to the family do think that topic is pleasurable, and that’s extremely serious. Many thanks for everything!

  22. I simply wanted to jot down a simple word to express gratitude to you for all the magnificent tactics you are writing at this website. My time intensive internet look up has now been honored with really good insight to talk about with my visitors. I ‘d express that most of us visitors actually are unquestionably lucky to be in a wonderful network with so many brilliant individuals with insightful tricks. I feel truly lucky to have encountered the website page and look forward to so many more brilliant moments reading here. Thank you again for all the details.

  23. I’m also writing to make you understand of the remarkable experience our girl experienced visiting your webblog. She realized a good number of details, with the inclusion of what it is like to possess an excellent coaching nature to have folks completely master certain complicated topics. You undoubtedly did more than people’s desires. I appreciate you for delivering the precious, healthy, educational and as well as cool thoughts on the topic to Sandra.

  24. Thanks for all of the work on this blog. Debby takes pleasure in working on internet research and it’s really easy to understand why. Most people learn all about the dynamic manner you convey very important steps through the web site and in addition improve response from some other people about this subject matter and our favorite girl is understanding so much. Have fun with the remaining portion of the year. You are carrying out a stunning job.

  25. My wife and i felt quite glad Jordan managed to deal with his web research from your precious recommendations he made through the web site. It is now and again perplexing just to find yourself handing out tips which many others have been making money from. We really discover we need the writer to thank for that. The most important explanations you’ve made, the easy web site navigation, the relationships you will aid to engender – it’s got many fabulous, and it’s really making our son in addition to the family recognize that that article is satisfying, which is pretty pressing. Many thanks for the whole lot!

  26. I not to mention my guys were actually viewing the great solutions located on the blog and all of a sudden came up with a horrible feeling I never thanked the blog owner for those tips. The young men had been certainly very interested to see them and now have quite simply been taking pleasure in them. We appreciate you turning out to be so helpful and then for settling on this kind of outstanding subject matter millions of individuals are really needing to understand about. My very own sincere apologies for not expressing gratitude to earlier.

  27. My wife and i felt very joyful Emmanuel managed to do his analysis using the ideas he was given in your blog. It’s not at all simplistic to simply happen to be making a gift of key points that many people could have been selling. And we also realize we have got the blog owner to thank for this. The most important explanations you’ve made, the simple site navigation, the relationships you can help instill – it’s got many impressive, and it’s really leading our son and us reckon that the content is thrilling, which is certainly extraordinarily fundamental. Thank you for the whole thing!

  28. Thanks for all of your effort on this blog. Kim delights in conducting investigations and it’s really simple to grasp why. All of us hear all relating to the dynamic manner you present very important things via your website and therefore improve contribution from other ones about this article while our own daughter is really starting to learn a great deal. Take pleasure in the remaining portion of the new year. You’re the one conducting a remarkable job.

  29. Thank you a lot for providing individuals with remarkably pleasant opportunity to read articles and blog posts from this website. It can be very pleasing and also stuffed with amusement for me and my office co-workers to visit your blog the equivalent of 3 times per week to read through the fresh secrets you will have. Of course, we are at all times fulfilled with all the extraordinary tactics you serve. Certain 2 tips in this post are certainly the very best I have ever had.

  30. I must show some thanks to you for rescuing me from this trouble. After exploring throughout the internet and getting thoughts which are not powerful, I figured my life was over. Being alive without the presence of solutions to the issues you have sorted out as a result of your entire site is a serious case, as well as the ones which might have badly damaged my career if I hadn’t come across your web page. Your good knowledge and kindness in taking care of all things was invaluable. I am not sure what I would have done if I had not discovered such a subject like this. I’m able to at this point look forward to my future. Thanks for your time very much for the skilled and effective guide. I will not hesitate to propose your web page to any person who requires assistance on this issue.

Deixe um comentário

O seu endereço de e-mail não será publicado.