A importância do recrutamento e seleção na formação de equipes de atendimento: uma análise das práticas de contratação no comércio de Pedreiras – MA

Abstract

This study aims to analyze the overall importance of recruitment and selection in the formation of customer service teams in the commerce sector of Pedreiras–MA, Brazil. The research adopts a bibliographic and field-based approach, integrating theory and practice to examine the impact of recruitment and selection in organizations. It is quantitative and descriptive in nature, with data collected through an online questionnaire applied to a sample of 16 managers from local commercial businesses. Data were analyzed using graphs generated by Google Forms. The results indicate a strong consensus regarding the influence of recruitment and selection on customer service quality, as well as the relevance of employee training and development. Brazilian literature reinforces that effective selection processes, combined with continuous training programs, have a direct impact on customer satisfaction and organizational performance (Chiavenato, 2020). It is concluded that recruitment and selection practices in the studied companies remain predominantly traditional, although there is partial adoption of digital tools. The interview is the central stage of the process and is widely used as the main evaluation method, with emphasis on behavioral competencies, especially communication skills, and recognition of the importance of this process for organizational performance and service quality.