O VILIPÊNDIO DA COVID-19 EM CALL E CONTACT CENTRES EM PORTUGAL. (Portuguese)

THE NEGATIVE IMPACT OF COVID-19 ON CALL AND CONTACT CENTRES IN PORTUGAL. (English)

Since the end of the 1990s, call and contact centres in Portugal have been dealing with issues not only related to labor rights but also to workplace safety and health. With the outbreak of the COVID-19 pandemic, these locations became hotspots for outbreaks of the virus. Class inequalities were aggravated by the demarcation between essential and nonessential workers. After a state of emergency was formally declared, most call and contact centre operators moved to teleworking, suffering a significant loss of labor rights and an increase in pervasive control and surveillance, along with other psychosocial risks. Between March 2020 and May 2022, using a netnographic approach, in-depth interviews were conducted with call and contact centre operators and union members in Portugal to analyze the impacts of the pandemic and the transition to teleworking. [ABSTRACT FROM AUTHOR]

Desde o final da década de 1990 que os call e contact centres em Portugal têm vindo a enfrentar questões não apenas relacionadas com direitos laborais, mas também com a segurança e saúde no trabalho. Com a eclosão da pandemia de COVID-19, estes locais tornaram-se focos de contágio do vírus. As desigualdades de classe foram agravadas pela demarcação entre trabalhadores essenciais e não essenciais. Após o decretar do estado de emergência, a maioria dos operadores de call e contact centre transitou para o regime de teletrabalho, sofrendo uma importante perda de direitos laborais e um aumento do controlo e da vigilância pervasiva, bem como dos riscos psicossociais. Entre março de 2020 e maio de 2022, recorrendo a uma pesquisa netnográfica, foram realizadas entrevistas em profundidade com operadores e sindicalistas de call e contact centre em Portugal para analisar os impactos da pandemia e a transição para o teletrabalho. [ABSTRACT FROM AUTHOR]

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