Plithogenic Analysis of the Psychosocial Perceptions of Call Center Operators in Quito

Abstract

This study focused on evaluating the perceptions of a group of call center operators in Quito regarding their work environment using Plithogenic statistics to address the complexity and ambiguity of the responses. The sample included 114 workers from three companies, assessed using the Battery of the Ministry of Social Protection of Colombia and a work stress questionnaire. The results revealed high job demands, perceived as stressful by employees, although satisfaction with the rewards received was shown. However, significant uncertainty was identified regarding control over work, leadership, and social relationships, suggesting critical areas for improvement. The use of Plithogenic logic allowed for an in-depth analysis of these phenomena, providing valuable information for future organizational interventions. It is recommended to implement stress management programs and improve communication and leadership to strengthen role clarity and increase job satisfaction and efficiency.