Rotatividade de pessoal: principais causas apresentadas por ex-funcionários do setor de telemarketing de Governador Valadares

Abstract

Staff turnover is a constant concern for many organizations, as it entails costs and loss of skilled labor. In view of this, the present work sought to discover the main causes of turnover in the telemarketing sector from the point of view of former employees of the sector. For this purpose, semi-structured interviews were conducted with eight former telemarketing operators in the city of Governador Valadares/MG. The objectives of this study were: to describe the determining factors for the increase in turnover, from the perspective of the interviewees, to compare the factors presented with those that already appear in the literature and to analyze the perception of the employees in relation to the experience lived in the sector. The main results found are related to stress in the work environment, pressure for goals, managers' behavior and low pay. The experiences described by the interviewees demonstrated the relevance of stress in this sector, since it was one of the main factors responsible for the demotivation of employees and, consequently, dismissal. The factors found are under the control of the management, therefore, the turnover in the sector can be controlled with new management policies of the companies.