Identification des facteurs de charge mentale de travail des conseillers en centre d’appels à l’aide d’entretiens semi-directifs

Abstract

This article offers a new perspective on the working conditions of teleworkers. Thus, the originality of this study lies in the use and operationalization of the ICA model (Galy, 2017) for the analysis of verbatims and the categorization of factors influencing the quality of work life, based on the realization of semi-structured interviews. The results, on the one hand, validate the reference model in a qualitative way and, on the other hand, show that the individual interpretation of each employee is necessary to be able to categorize the factors influencing each of the dimensions of mental workload. Thus, we propose to add a cognitive evaluation module to the theoretical model, in order to refine the conceptualization of mental workload.