The aim of this article is to understand the forms of temporal management of multiplicity and intervention between tasks. The results obtained in the study of the intensification in call centers show that the operators, in order to be able to do their activities, overlap the phases of the service, doing multiple tasks to compress the time spent on service. On the other hand, it was found that there is an overlapping of calls which leads to intervenient tasks to the main call that must be managed by the operators.
temporal management; multiple tasks; intervenient activities
