Professional training of call centers and telemarketing workers

Abstract

This paper is about the professional training of call center and telemarketing workers. This research is focused on the professional education of workers in Call Centers and Telemarketing and to describe the opinion of the population about educational training for teleworking in Brazil. This research is exploratory-descriptive with a qualitative cross-sectional approach. This is an opinion poll with citizens of the municipality of Mogi das Cruzes. Data were collected from a questionnaire made available by Google Forms^®, between March and August 2020, and later, sent by WhatsApp^® and email. 110 participants were distributed in 10.9% aged 18 to 24 years; 9.1% from 25 to 30 years old; 32.7% from 31 to 40 years and finally 47.3% over 41 years. 49.1% of participants have completed higher education; 2.7% incomplete high school, 23.6% complete high school, 9.1% attending higher education, 6.4% incomplete higher education and other 9.1%. The vast majority of 53.6% have never worked in a Call Center or Telemarketing, and 29.1% have worked at some point in a Call Center or Telemarketing, 12.7% are not currently working and the other 4.5%. Most of the opinions show that these workers need more study and training opportunities.