Propuesta de estrategias de desarrollo organizacional en call centers: un enfoque desde la seguridad y salud en el trabajo

Abstract

The monograph "Proposal of Organizational Development Strategies in Call Centers: An Approach from Occupational Health and Safety" offers a thoughtful analysis of the strategic role that Occupational Health and Safety (OHS) can play in strengthening organizational development within the call center industry—a sector often marked by intense workloads, high staff turnover, and constant emotional demands. Rather than viewing OHS as merely a legal requirement, the study frames it as an opportunity to generate organizational value by promoting safer, healthier, and more sustainable work environments. Based on a comprehensive review of theoretical and documentary sources, the research focuses on four key pillars: ergonomics, stress management, risk prevention training, and comprehensive well-being policies. Each of these elements is examined in terms of its impact on essential organizational variables such as employee satisfaction, organizational commitment, talent retention, and productivity. The study is grounded in a solid legal framework that includes national regulations such as Decree 1072 of 2015, Resolution 0312 of 2019, and Resolution 2646 of 2008, alongside international standards like ISO 45001:2018. This dual foundation ensures that the proposed strategies are both technically sound and legally applicable. Throughout the monograph, comparative analyses and actionable recommendations are presented to guide companies in the sector toward adopting strategies that place employee well-being at the center—not just to comply with legal obligations, but as a means to build more resilient and human-centered organizational cultures. The work concludes that a comprehensive approach to OHS not only contributes positively to employees' health and quality of life but also becomes a genuine driver of organizational transformation, enhancing long-term growth and competitiveness in an increasingly demanding business environment. Ultimately, the proposal encourages organizations to rethink OHS not as a checklist of requirements, but as a smart strategy that aligns well-being and development toward a shared vision.24