Factores asociados al síndrome de Burnout: su impacto en el bienestar y desempeño laboral de los asesores del centro de contacto de Synlab Colombia en Bogotá 2025. Factors Associated with Burnout Syndrome: Its Impact on the Well-Being and Job Performance of Advisors at the Synlab Colombia Contact Center in Bogotá, 2025.

Abstract

The project focused on analyzing Burnout syndrome as one of the main psychosocial risks in work environments characterized by high emotional demands and constant pressure. In this regard, the study aimed to determine the impact of Burnout syndrome on the well-being and job performance of advisors at the contact center of Synlab Colombia. The research was conducted under a mixed-methods approach, with a non-experimental, correlational, and cross-sectional design. The sample consisted of 40 active advisors, selected through non-probabilistic sampling. Data collection was carried out using a questionnaire based on the Maslach Burnout Inventory (MBI), which allowed the evaluation of the dimensions of emotional exhaustion, depersonalization, and personal accomplishment, along with indicators of well-being and job performance. The results showed moderate levels of emotional exhaustion associated with workload and a significant relationship between Burnout levels and the progressive deterioration of psychological well-being, as well as effects on job performance. Thus, the findings highlight the need to implement strategies to prevent professional burnout, manage workload, and promote healthy work environments, with the aim of strengthening employees’ overall well-being and optimizing organizational performance. In line with the above, the research is titled: Factors Associated with Burnout Syndrome: Its Impact on the Well-being and Job Performance of Contact Center Advisors at Synlab Colombia in Bogotá, 2025.