Riesgos psicosociales en los trabajadores del área de centro de contacto de la Empresa Eléctrica Ambato Regional Centro Norte S.A

Abstract

This psychosocial risk study arises from the need to create a safe and healthy work environment for workers. Its main objective is to identify and evaluate the factors of the work environment that may have a negative impact on the physical, emotional, and mental health of employees, affecting their performance and commitment to the job. This research focused specifically on the Contact Center area of Empresa Eléctrica Ambato Regional Centro Norte S.A., which is dedicated to customer service and has 14 employees. Two methodologies were used: the "Questionnaire of psychosocial evaluation in workspaces" and the "Method for the evaluation and management of psychosocial risk factors in small companies". These allowed the identification of the predominant factors affecting the well-being of employees in the area, namely working conditions, discriminatory harassment, self-perceived health, leadership and the margin of action and control. Based on the results, a set of control measures is proposed to improve the work environment and prevent the identified psychosocial risks. These include the implementation of exercises, recreational activities, meetings, and socializations, as well as training and the use of appropriate tools. The control proposal promotes a healthier work environment, favoring optimal performance in their functions, reinforcing the importance of prevention and mental health care in the workplace as an integral part of responsible business management.