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La realidad del empleo en la industria de los call centres en Colombia

Author

Listed:
  • Stefano Farne
  • Edwin Girón
  • Rosa Rodríguez

Abstract

Sobre el sector colombiano de los BPO, del cual la industria de los Call Centres hace parte, existen grandes expectativas de crecimiento y participación en el mercado internacional. En el presente documento se analizan las características laborales de un grupo de 400 operadores telefónicos de cuatro Call Centres de la ciudad de Manizales, el cual revela cómo este subsector asentado en la capital de Caldas se ha concentrado en tareas de baja complejidad para las cuales es estratégico el control de los costos laborales. De ahí que los empleos que demanda el sector son formales, incluyen las prestaciones obligatorias previstas por la ley colombiana, pero ofrecen remuneraciones que gravitan alrededor del salario mínimo y con condiciones de trabajo caracterizados por elevados niveles de estrés, poca estabilidad laboral y vinculación laboral bajo modalidades de contratación flexibles.

Suggested Citation

  • Stefano Farne & Edwin Girón & Rosa Rodríguez, 2012. "La realidad del empleo en la industria de los call centres en Colombia," Obs. Mercado de Trabajo y Seguridad Social 16005, Universidad Externado de Colombia.
    • Handle: RePEc:col:000194:016005
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    File URL: https://www.uexternado.edu.co/wp-content/uploads/2017/01/Cuaderno13.pdf
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    More about this item

    Keywords

    business process outsourcing; BPO; outsourcing; call centres; call centre; call center; call centers; manizales; caldas; costos laborales; operadores de teléfonos; estrés; calidad del empleo; trabajo decente; formalidad; informalidad; condiciones de trabajo; condiciones laborales; condiciones en el empleo; estabilidad laboral; flexibilidad laboral; flexibilidad; tercerización; mercado de trabajo; mercado laboral; labour costs; labor costs; custo do trabalho; custos do trabalho; operators; stress; job quality; quality of work; QOW; quality of emplyment; qualidade do emprego; qualidade do trabalho; decent work; decent job; decent employment; trabalho decente; trabalho digno; trabalho condigno; labour formality; formalização do trabalho; condições trabalhistas; condições de emprego; condições laborais; condições de trabalho; working conditions; labor conditions; labour conditions; job conditions; emplyment conditions; job stability; employment stability; labor stability; labour stability; stable employment; job security; estabilidade no emprego; estabilidade profissional; segurança de emprego; estabilidade de emprego; labour flexibility; work flexibility; labor flexibility; job flexibility; employment flexibility; flexibilidade do trabalho; terceirização; externalization; labor market; labour market; mercado de trabalho; mercado do trablaho; economía; economy; labour economics; labor economics; economia do trabalho; economía laboral; seguridad social; segurança social; seguridade social; previdência social; cobertura social; social security; colombia; latam; la; externado; uexternado; uec; observatorio; boletin; working paper; doc; stefano farne; farne;
    All these keywords.

    JEL classification:

    • J28 - Labor and Demographic Economics - - Demand and Supply of Labor - - - Safety; Job Satisfaction; Related Public Policy
    • J30 - Labor and Demographic Economics - - Wages, Compensation, and Labor Costs - - - General
    • J31 - Labor and Demographic Economics - - Wages, Compensation, and Labor Costs - - - Wage Level and Structure; Wage Differentials
    • J33 - Labor and Demographic Economics - - Wages, Compensation, and Labor Costs - - - Compensation Packages; Payment Methods

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