Síndrome de Burnout y satisfacción laboral en el personal del área operativa del call center de sistemas de seguridad, Cuenca - Azuay, periodo 2021

Abstract

Burnout syndrome is a psychological state of exhaustion produced by a maladaptive way of coping with work stress. This syndrome can have several effects, among them an alteration in job satisfaction, considered an evaluative response to work. This phenomenon may appear in people exposed to overexertion, as is the case of work in Call Centers. The general objective of the research was to determine the levels of Burnout syndrome dimensions and job satisfaction factors according to sociodemographic variables, which predominate in the personnel of the operative area of the Call Center of Sistemas de Seguridad in the city of Cuenca. The study presented a quantitative approach, non-experimental, cross-sectional and descriptive design type, for which we worked with a population of 88 workers. The instruments required were the Maslach Burnout Inventory - General Survey (MBI-GS) to assess burnout, the Job Satisfaction Questionnaire S10/12 to assess job satisfaction, and a sociodemographic card to determine sociodemographic variables. The results showed that most of the participants presented low and medium levels in the Burnout dimensions, as well as satisfied levels in the job satisfaction factors. However, those who presented higher Burnout and lower job satisfaction were between 41 and 60 years old, had primary or secondary education, rotated working hours and were not married. These results could be useful for further research to study the possible effects of workload on mental health.