Illnesses and Labor Disputes in Call Centers:

Analysis of Electronic Legal Proceedings in the 13th Region of Paraíba

Abstract

This study aims to analyze control and monitoring practices in call centers, based on an investigation of legal proceedings accessed via the Electronic Legal Proceedings of the Regional Labor Court of the 13th Region. Methodologically, the research employs documentary analysis of legal proceedings, contextualizing the observed control practices with existing theories on management in call centers. The study considers the contributions of Holman and Fernie (2000) on the logic of maximizing productivity in these spaces and of Chalhoub (2012) on the use of legal proceedings as sources in historical research. The processes studied raise important questions about privacy, autonomy, and the psychological and social impacts of workers in highly monitored environments. The results point to an organizational culture marked by extreme control, which can result in abusive practices and negative impacts on the mental health of operators.