Abstract:

In this study, it is aimed to qualitatively evaluate the mental workload that the employees serving in the call center sector, which is one of the most important links of the service sector, encounter and are exposed to in their work environments. The data of the study carried out in the phenomenological design were analyzed using the descriptive analysis technique, which is among the qualitative research methods, and the findings were interpreted. The findings were categorized under 5 headings within the framework of the responses received from the study group. These; job-related responsibilities, the effects of the call center on employees, break-work adjustment, cognitive strain, crisis-bully customer categories. Semi-structured interview technique was used in the research. Eight call center customer representatives serving professionally in the public sector were determined by random sampling and face-to-face interviews were conducted. According to the answers received from the study group, they stated that when working in the call center is evaluated objectively, it is a workload that is felt mentally intense. They stated that for a working environment where the mental workload will be felt less, a fair distribution of working hours or work intensity, sufficient break times, and an employee-oriented working model that attaches importance to the psychological health of the employee should be developed. .

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