This research was instigated not only by our interest in studying and intervening on workers' health, but also by our awareness of the current relevance of call centers for the productive sector. We took into account the transformations in labor due to the new technologies, globalization and the changes in telecommunication. This study aimed at pointing out the relationship between management systems and the call center workers' health-illness process, as well as at finding out the way labor is organized (management systems) in telecommunication companies, identifying how these characteristics are expressed in workers' health, and promoting the predominant human resources policies. Data was collected in the biggest four call centers in Rio Grande do Sul, Brazil, through interviews, electronic texts, inspections in companies and a research diary. These analyses resulted in a new view on call centers management and health polices.
call center; management policies; workers' health